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Press Release

Independence Blue Cross Celebrates Customer Service Week

Offering healthy rewards and educational opportunities for those on the front line

Philadelphia, PA - October 9, 2008 - In recognition of National Customer Service Week, Independence Blue Cross (IBC) honors its more than 590 customer service representatives (CSRs), by rewarding them with fun, healthy activities this week and celebrating those completing career advancement training.

Fielding more than 4 million inquiries a year, IBC’s CSRs are more than just busy — they’re a wealth of information. They’re also problem solvers who’ve been trained to understand IBC’s products and services inside and out. Each is skilled at relating to the member because they’ve spent time actively listening to help anticipate and understand members’ needs. Whether responding by phone or web, each member’s request is given the respect, patience, and urgency that it deserves. Many CSRs feel a great sense of satisfaction in helping a member understand his bill in order to put his mind at ease, or pointing someone in the right direction to receive the best care for his chronic illness.

Career Panels Advance Customer Service Representatives
Recognizing CSRs special skills and talent, IBC launched a new career advancement program this summer called Career Panels. The program introduces CSRs to other associates and leaders throughout IBC’s company who’ve started their careers in customer service capacities. The hope was that these influential, accomplished leaders could provide valuable insight as to how CSRs may use their training and knowledge as a foundation for their future success and career advancement opportunities.

“I am proud to say that representatives who attended the Career Panels this summer left with an abundance of advice, direction, and enthusiasm,” said Rich Macha, vice president of Customer Service at IBC. “This week’s theme is ‘Together We Can,’ since all functions of the IBC organization are essential to our service delivery. Customer Service Week gives us the opportunity to not only recognize our dedicated customer service staff, but to also raise awareness of the important role that customer service plays throughout IBC, and all organizations.”

Brett Mayfield, vice president of Sales at IBC, who began his career as an IBC CSR participated in the Career Panels program, which attracted over 50 attendees during both sessions. “Spending time working in customer service is one of the best ways to learn a company,” said Mayfield. “The experience offers an incredible foundation that proves to be extremely valuable in any position one might attain during their career within IBC.”

Customer Service Week activities planned as part of IBC’s celebration ‘Together We Can’ will include healthy snacks for representatives, massages, relaxation and fitness techniques, and much more. Representatives will also be able to spin the “Wheel of Service” to win prizes such as more free time to use IBC’s brand new Associate Wellness and Fitness Center. The week concludes with presentations on innovative customer service initiatives for the future.

About Independence Blue Cross
Independence Blue Cross is a leading health insurer in Southeastern Pennsylvania. IBC and its affiliates provide coverage to nearly 3.4 million people. For 70 years, Independence Blue Cross has offered high-quality health care coverage tailored to meet the changing needs of members, employers, and health care professionals. Independence Blue Cross is an independent licensee of the Blue Cross Blue Shield Association, an association of independent Blue Cross and Blue Shield Plans.