March 06, 2024

Anthem's SHBP Call Center Receives J.D. Power Certification

SHBP call center associates group photo holding congratulations banner

Anthem customer service recognized for outstanding phone support

Anthem Blue Cross and Blue Shield of Georgia’s call center for the State Health Benefit Plan (SHBP), administered by the Georgia Department of Community Health, recently obtained J.D. Power Certification for providing outstanding customer service for phone support. The J.D. Power Customer Support Certification Program recognizes Anthem’s commitment to outstanding member support when addressing benefit plans, claim inquiries, and preventative care for the more than 475,000 Anthem members covered by SHBP.

“We are very pleased to have received this recognition for the outstanding level of customer service provided to our State Health Benefit Plan members,” said Robert Bunch, the president of Anthem Blue Cross and Blue Shield of Georgia. “This recognition is a confirmation of progress toward our focus on providing our members a pathway to whole health supplying assistance and the support needed to improve the wellbeing of the people and communities that we serve.”

The Anthem Service Team, located in the Midland, GA call center, assists members with a wide range of inquiries regarding their benefit plan. Anthem has contracted with the State Health Benefit Plan for over 10 years, which contributed to this remarkable recognition. The Department of Community Health’s SHBP division, led by Executive Director Louis Amis, is responsible for health insurance coverage for Georgia’s active and retired state employees, public school teachers and employees, and their covered dependents.

“We continuously train our associates to better equip them with the knowledge necessary to successfully support the half a million members we serve across the state,” said Maureen McQueen, Chief Operations Officer of Anthem Blue Cross and Blue Shield. “This plan is the largest account in our footprint, and we are elated to obtain the ultimate certification for the customer service that we proudly provide every day, particularly when benchmarking our call center’s customer satisfaction performance against a cross-industry standard set by J.D. Power.”

“With the vast number of members served within SHBP, this recognition represents the importance we place on customer service,” said Russel Carlson, Commissioner of the Department of Community Health. “We congratulate Anthem on this certification, which aligns perfectly with our goal to provide quality healthcare programs, services, and supports for all of our SHBP members.”

The J.D. Power Certified Customer Service Program is a prestigious recognition offered by J.D. Power, a trusted and credible source in the field of customer satisfaction and performance evaluation. The certification process involves a rigorous evaluation of day-to-day operations as well as an extensive survey completed by our members. The end-to-end audit by J.D. Power’s customer service experts includes review of policies, procedures, interviews with multiple levels of leaders, associates and support staff ensuring that key operational best practices are being executed against.

Anthem’s members were surveyed about their satisfaction with their recent call center interaction. Anthem customers evaluated the company’s performance in satisfaction with interactive voice response, timeliness of resolution, promptness in getting to a rep, agent knowledge, agent courtesy, agent concern, first call resolution, call duration/transfers/hold time, and overall satisfaction with customer service on live phone calls to name a few areas measured.