Regence teams and individuals honored at call center customer service awards ceremony

By Regence
June 08, 2023
SQM Full Group

Main image (L-R): Regence team members Tessa Kramer, Vanessa Harper-Bryan, Charlene Paddock, Deejay Whitehead, Beth Cline, Jason Chapman, Buffy Anderson, Catina Ciuro, Elizabeth Dreher, Tim Huddleston, Lynn Boucher, Lisa Shoaff

Regence's customer service was awarded for its outstanding performance at the recent Service Quality Measurement (SQM) Call Center Customer Service Industry Awards ceremony. The annual event was hosted at the Coeur d'Alene Resort in Idaho and honored teams from Regence's Federal Employee Program Medicare Center of Excellence and Health Plan Operations call centers.

The Customer Experience Best Practice Award went to the Regence Federal Employee Program for Customer Experience Journey Mapping. In addition, SQM awarded all Regence customer service teams with the World Class Employee Experience Award, which recognizes organizations where more than half of call center employees rate their experience as very satisfactory. Regence was one of just eleven North American organizations to receive this employee experience award.

Supervisor of the Year

SQM Jason Win
Elizabeth Dreher, Jason Chapman, Catina Ciuro

From 3000 entries and 6 finalists, Customer Service Supervisor Jason Chapman was named “Supervisor of the Year.” At the beginning of 2022, Chapman set a goal to improve his team’s “World Class” call percentage from 88% in 2021 to 90% in 2022. “World Class” is an SQM designation based on the number of customer calls resolved and customers being overall very satisfied with the agent who handled their call. To meet this goal, he led his team in collaborative meetings and included the goal in new employee orientation. At the end of 2022, his team had the highest-ranking World Class call percentage in the department with a score of 91% World Class, exceeding the team’s goal.

Most Improved

Vanessa Harper-Bryan was one of five customer service representatives to achieve “Top Agent in Customer Experience Improvement.” Harper-Bryan showed an overall improvement in customer experience of 22%, which was higher than any other individual at Regence. After attending the award celebration, Harper-Bryan said, “The experience was an honor and a validation of all the hard work and dedication to our members.”


Four additional Regence team members—Buffy Anderson, Charlene Paddock, Deejay Whitehead, and Beth Cline—were finalists for “Agent of the Year.” When asked about her nomination, Anderson shared: “When I speak to a member, I think of them as a close friend. One thing I really like to do is help them understand their benefits. Some have never had insurance, so they don’t know how it works. So, taking that extra step to call a provider on their behalf, look up providers in their area, navigate out on, or just being that lending ear when they’re going through something so tough and they don’t know what to do makes this job worthwhile!”

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