As a member-owned, nonprofit company, our focus revolves around serving our members and providing the best possible customer service to members, employers and health care facilities in North Dakota.
So it was no surprise that Blue Cross Blue Shield of North Dakota ranked first among all of the nation’s Blue Cross and Blue Shield insurance plans during the second half of 2013 in a set of customer service rankings.
- We ranked No. 1 among Blue Cross and Blue Shield plans with a 99.9 score out of 100 possible points in industry Member Touchpoint Measures (MTM) rankings.
- The rankings track accuracy and how fast enrollment, claims and member questions and concerns are resolved, as well as how many member inquiries are resolved during the first phone call to us.
“Our members are at the center of everything we do,” said Tim Huckle, our interim president and CEO and chief operating officer. “These outstanding scores underscore our focus on putting members first and providing best-in-class customer service.”
Health reform changes
While we have long been known for the great customer service we provide our members, changes in the health insurance industry brought on by health care reform have highlighted the importance of customer service. In addition to continuing to provide traditional customer service to members by explaining their coverage and working to resolve any issues, we have also taken a leadership role in the state, using forums, meetings and other communications tools to explain health reform impacts and insurance changes to our members, employers, doctors, hospitals and clinics in the state.
Give us a call
Let us know if you need anything. You can call the phone number listed on the back of your Blue Cross Blue Shield of North Dakota ID card to talk to one of our employees. We’d love to talk to you and see how we can help you.
Ryan Schuster is an editor in the Communications department at Blue Cross Blue Shield of North Dakota.