CIGNA HealthCare Member Services Call Centers
Certified by J.D. Power and Associates
We are very excited to announce that the
primary CIGNA HealthCare Member Services
call centers are now J.D. Power and
Associates certified call centers.
CIGNA HealthCare is one of a select few companies
in the nation to receive this certification
for providing “An Outstanding Customer
Service Experience.”
The J.D. Power and Associates brand is well-known
for denoting high quality and performance.
This certification reflects our commitment
to delivering an outstanding, end-to-end
service experience for customers and their
covered employees and families. It also complements
our overall service strategy, which features
customer-centric quality programs, an integrated
service model with designated teams representing
all key service functions, and the use of
Six Sigma for continuous “voice of
the customer,” data-driven improvement.
In our increasingly consumer-oriented health
care industry, this certification resonates
strongly with members.
Achieving this certification included successfully
completing an audit and exceeding a national
benchmark for satisfaction based on hundreds
of member surveys. Medical members evaluated
our customer service performance in key factors
that are important to members:
- The courtesy demonstrated by the customer
service associate (CSA)
- The CSA’s knowledge of our products
and services
- The CSA’s concern for the member’s
question and/or problem
- The usefulness of the information provided
- The convenience of customer service operating
hours
- Ease of getting through to the CSA
- Timely resolution of the member’s
problem, question, or request
This certification represents an important
achievement in the health care marketplace.
It is also a step forward in our commitment
to creating the service environment of the
future – one that successfully links
quality customer service with health coaching,
education, and advocacy to provide a holistic,
health-oriented service experience for members.
Our service teams are proud of this accomplishment,
and look forward to continuing our commitment
to provide outstanding service to members.
For J.D. Power and Associates Certified
Call Center ProgramSM information,
visit www.jdpower.com.
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