Beyond Customer Service: Blue KC’s Award-Winning Member Experience
In today’s online worId, the human side of customer service has become an invaluable resource. At Blue KC, we’re focused on our core mission: to provide affordable access to healthcare and to improve the health of our members.
Our commitment to continuous improvement reflects our dedication to elevating the member experience — from serving employer groups to supporting individual members — at every touchpoint.
Blue KC has taken great strides to accelerate positive change in our approach to member experience service in three key ways:
- Member voices drive action: We take a 360-degree approach to understanding experiences, collecting feedback across all channels into our speech-to-text analytics platform from emails, phone calls and survey verbatims — we pinpoint key concerns and drive continuous improvement throughout the journey. That same dedication is given to our employer groups.
- The member journey shapes our support: From personalized support tailored to each stage of a member’s health journey, to streamlined coordination across teams for complex or urgent needs, the member experience is the center of everything we do.
- We put ourselves in our members’ shoes: We approach every interaction with the understanding that our members are more than a claim number or form. Our team is trained in a customer-centric culture that builds empathy and keeps us connected to the member experience. At Blue KC, putting members first guides everything we do. We know we are taking care of our neighbors, our family and our friends here at Blue KC.
We do this because it delivers results, and it shows. Our commitment to service earned us the 2024 Gold Award from Customer Centricity, recognizing our measurable impact: effective, expert problem solving that saves time and money, always putting members and businesses first.
Learn more about the Blue KC difference today. Contact your broker or Blue KC account representative for more information.
2024 Awards
North American Customer Centricity Awards – ARCET Global
- GOLD – Best Contact Center
US Customer Experience
Awards – Awards International
- GOLD – Best Corporate Social Responsibility
- GOLD – Best Compliant Handling
- SILVER – Best CX team
Service Quality Management Group Annual Call Center Awards
- Call Center World Class FCR Certification (Commercial and Federal Employee Program)
- World Class Employee Experience Award
- CX Best Practice – Agent Coaching
- Supervisor of the Year
- CX Leader of the Year
For costs and further details of the coverage, including exclusions, any reductions or limitations and the terms under which the policy may be continued in force, see your insurance producer or write Blue KC.
