Advertisement
Fielding more than 4 million inquiries a year, IBC's CSRs are more thanjust busy -- they're a wealth of information. They're also problem solverswho've been trained to understand IBC's products and services inside and out.Each is skilled at relating to the member because they've spent time activelylistening to help anticipate and understand members' needs. Whether respondingby phone or web, each member's request is given the respect, patience, andurgency that it deserves. Many CSRs feel a great sense of satisfaction inhelping a member understand his bill in order to put his mind at ease, orpointing someone in the right direction to receive the best care for hischronic illness.
Advertisement
Career Panels Advance Customer Service Representatives
Recognizing CSRs special skills and talent, IBC launched a new careeradvancement program this summer called Career Panels. The program introducesCSRs to other associates and leaders throughout IBC's company who've startedtheir careers in customer service capacities. The hope was that theseinfluential, accomplished leaders could provide valuable insight as to howCSRs may use their training and knowledge as a foundation for their futuresuccess and career advancement opportunities.
"I am proud to say that representatives who attended the Career Panelsthis summer left with an abundance of advice, direction, and enthusiasm," saidRich Macha, vice president of Customer Service at IBC. "This week's theme is'Together We Can,' since all functions of the IBC organization are essentialto our service delivery. Customer Service Week gives us the opportunity to notonly recognize our dedicated customer service staff, but to also raiseawareness of the important role that customer service plays throughout IBC,and all organizations."
Brett Mayfield, vice president of Sales at IBC, who began his career as anIBC CSR participated in the Career Panels program, which attracted over 50attendees during both sessions. "Spending time working in customer service isone of the best ways to learn a company," said Mayfield. "The experienceoffers an incredible foundation that proves to be extremely valuable in anyposition one might attain during their career within IBC."
Customer Service Week activities planned as part of IBC's celebration'Together We Can' will include healthy snacks for representatives, massages,relaxation and fitness techniques, and much more. Representatives will also beable to spin the "Wheel of Service" to win prizes such as more free time touse IBC's brand new Associate Wellness and Fitness Center. The week concludeswith presentations on innovative customer service initiatives for the future.
About Independence Blue Cross
Independence Blue Cross is a leading health insurer in SoutheasternPennsylvania. IBC and its affiliates provide coverage to nearly 3.4 millionpeople. For 70 years, Independence Blue Cross has offered high-quality healthcare coverage tailored to meet the changing needs of members, employers, andhealth care professionals. Independence Blue Cross is an independent licenseeof the Blue Cross Blue Shield Association, an association of independent BlueCross and Blue Shield Plans. For more information, visit us athttp://www.ibx.com.
SOURCE Independence Blue Cross
