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Customer Satisfaction Program

Our call-monitoring program improves the accuracy of the information given to members when they call Customer Service. Frequent modifications are made to our program to improve the service we offer our members. The call-monitoring program includes an evaluation of eight call behavior strategies that have been taught to all of our customer service representatives. This behavior strategy program, called the Ulysses Learning Program, was implemented to improve and provide excellent customer service to our members, providers, and partners.

Customer Satisfaction Monitoring

This program monitors the quality of our Customer Service department, including making sure information given by our staff is accurate and that members do not have to wait long for a response to their question. This allows us to investigate and track issues in order to identify areas for improvement when our members contact us with quality-of-care complaints.

We also survey our members on how well they like our service. Results from surveys and member complaints are monitored and data are shared with a team that focuses on member satisfaction.

One of the surveys is called the Consumer Assessment of Healthcare Providers and Systems (CAHPS). The same questions are asked to members across the nation to measure satisfaction with their health plan and provider. This survey allows us to compare ourselves with other health plans and focus on specific areas of improvement.

Pharmacy Benefits Satisfaction

In 2018, our pharmacy benefits manager (PBM) and Express Scripts met all operations performance standards.

If you would like a paper copy of this report or need additional information, contact us at 1-877-878-8785, option 3. You may also write to us at the following address:

BlueCross BlueShield of Western New York

Attn: Quality Improvement

PO Box 80

Buffalo, New York 14240