Nothing is more important than serving our members

By Scott Powers, Senior Vice President of Operations | April 28, 2015

When Regence was first formed by a group of Northwest loggers in 1917, we were motivated by a desire to serve each other’s medical needs by pooling together assets.

Almost 100 years later, that same mission of serving our members and providing them with access to quality, affordable care when and where they need it is at the very foundation of everything we do. Which is why Regence is honored and humbled to share that, over the second half of 2014, our four health plans ranked among the top ten of all Blue Plans across the nation in customer service according to the Member Touchpoint Measures (MTM) Program.

All four Regence Plans – BlueCross BlueShield of Utah, BlueShield of Washington, BlueShield of Idaho and BlueCross BlueShield of Oregon – showed high performance across a number of categories, including:

  • First call resolution – ensuring that we promptly resolve any questions or member issues
  • High claims accuracy
  • Successfully onboarding group coverage

These results show continued improvement, with our Plan average score above 98 – nearly a six-point gain over the first half of 2014. Our full year MTM score of 95.5 positioned our four Plans in the top quarter of BCBSA Plan rankings.

The Member Touchpoint Measures (MTM) Program is used by the Blue Cross and Blue Shield Association (BCBSA) to assess service performance by monitoring enrollment processing, claim adjudication, inquiry resolution and first call resolution to determine responsiveness to customers.

We’re honored to receive this recognition, and will continue to do all we can to ensure our members can access the affordable, high quality care they need with the highest levels of customer support.  


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