In honor of Customer Service Week (October 5 through October 9), Independence Blue Cross recognized more than 700 dedicated associates on our Customer Service and Business Technology Services (BTS) teams who provide direct support to members, customers, brokers, providers, and co-workers. This year’s theme, “Great People, Great Service,” celebrates the resiliency of Independence’s Customer Service professionals.
When Independence transitioned to work from home in March, Customer Service representatives faced a unique challenge. They had to continue to be on-call for members – many of whom are facing serious health concerns – while balancing their individual situations at home. With the help of Independence’s BTS Client Services team, they adapted quickly. BTS has provided unparalleled levels of essential technical support during the transition to keep our associates connected and business running smoothly.
“Customer Service associates have to be available when our customers need them. And they need to protect our members’ privacy at all times,” said Nicole Gold, vice president, Customer Service and Client Setup. “Imagine balancing that with a makeshift at-home workspace, plus taking care of kids and parents. These are resilient professionals!”
Independence successfully supported the transition and, in many cases, increased service levels for members. Both Customer Service and BTS associates were recognized during Customer Service Week through daily activities, virtual events, and contests.