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BlueCross BlueShield of Tennessee Earns J.D. Power Award | Business Wire


CHATTANOOGA, Tenn.–(BUSINESS WIRE)–J.D. Power has recognized BlueCross BlueShield of Tennessee (BlueCross)

for “Highest Member Satisfaction among Commercial Health Plans in the

East South Central Region.”

The ranking is based on the results of J.D. Power’s 2017 Member Health

Plan Study, which surveyed health plan participants in 22 geographic

areas across the country. The East South Central region includes

Tennessee, Kentucky, Mississippi, Alabama and Louisiana.

Not only did the score received by the Tennessee Blue plan exceed the

region’s average by 13 points, the insurer ranked 29 points higher than

the industry average. The company was also recognized as the

highest-rated Blue Cross Blue Shield plan in the country.

BlueCross received top rankings within the region in six study factors

that impact the overall member experience:

  • Claims processing

  • Cost

  • Coverage and benefits

  • Information and communication

  • Provider choice

  • Customer service

J.D. Power’s key findings indicate that BlueCross ranked highest in the

region for all of the following strengths:

  • 93 percent of members had their most recent problem or question


  • 65 percent of members provided information only once when they

    contacted the call center*

  • 41 percent of members waited on hold for one minute or less*

  • 91 percent of members said the Tennessee Blue plan and their provider

    agreed on the amount owed after a claim was submitted

“We take customer satisfaction very seriously,” said Henry Smith, senior

vice president of Operations and chief marketing officer for BlueCross.

“Our employees are passionate about service, and they are empowered to

address concerns and put our members at ease.”

About BlueCross®

BlueCross BlueShield of Tennessee’s mission is to provide peace of mind

through better health. Founded in 1945, the Chattanooga-based company is

focused on serving more than 3.4 million members in Tennessee and across

the country. BlueCross BlueShield of Tennessee Inc. is an independent

licensee of the Blue Cross Blue Shield Association. For more

information, visit the company’s website at bcbst.com.

About J.D. Power

J.D. Power is a marketing, consumer intelligence, and data and analytics

company that helps its clients measure, understand and improve the key

performance metrics that drive their growth and profitability. J.D.

Power’s industry benchmarks, unique data and analytics platform, and

reputation for independence and credibility have established the company

as one of the world’s most well-known and trusted providers of Voice of

the Customer insights. Established in 1968, J.D. Power is headquartered

in Costa Mesa, Calif., and has offices in North/South America, Asia

Pacific, and Europe. For more information on car reviews and ratings,

car insurance, health insurance, cellphone ratings, and more, please

visit JDPower.com.

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