Blue Cross & Blue Shield of Massachusetts (BCBSMA)

Company Description

Founded in 1937, with 3 million members, BCBSMA is a nonprofit organization and the state’s largest health insurance company. It began as 2 organizations: Blue Cross was the Associated Hospital Service Corporation of Massachusetts; Blue Shield (est. 1941) was the result of physician interest in the prepayment concept of financing health care. In 1988, the two separate Blues organizations merged to become Blue Cross and Blue Shield of Massachusetts, Inc., and continued as part of a national network of affiliated plans, providing its members with access to the widest selection of the most respected physicians and best hospitals in the country.

Blue Cross and Blue Shield of Massachusetts is an independent licensee of the Blue Cross and Blue Shield Association.

Call Center Description

• 2 call centers
• Located in Boston, MA
• Call center seats total approximately 450
• Serves members and providers inquiring about account information, eligibility and claims information for insurance provided by employers, federal government and individual plans

SQM 2009

• Call Center World Class Certification

SQM 2008 and Prior Awards

• Call Center World Class Certification (2008)
• World Class Customer Satisfaction (2008, 2006)
• Highest Customer Satisfaction by Industry - Health Care (2008, 2006, 2005)
• FCR Improvement Merit (2006)