Blue Cross and Blue Shield of North Carolina Expands Call Capacity

Reflects Efforts to Provide Customers with Greater Value in Rapidly Changing Healthcare Environment

CHAPEL HILL, N.C. – Blue Cross and Blue Shield of North Carolina (BCBSNC) announced today that it is expanding its existing relationship with a global leader in business process optimization and call center capabilities, Convergys.

The decision to expand the existing three-year relationship with Convergys is part of ongoing efforts by BCBSNC to adapt to customer needs and the volatile healthcare environment. This expanded partnership allows BCBSNC professionals to assist customers with more complicated needs. The expanded phone capacity will allow BCBSNC to redirect basic benefit, eligibility and claims calls from health care providers to Convergys centers located in the Philippines.

The shift to Convergys allows BCBSNC employees to develop skills that position BCBSNC competitively in the market. No impacts to BCBSNC jobs are planned. The company will save costs and resources that will then be focused on deepening the expertise of BCBSNC employees to provide customers with a better quality of service. Expansion also enables BCBSNC to handle more calls and to expand capacity quickly in times of need.

“We needed to create ‘release valves’ to perform at the level consistent with our customers’ expectations,” said BCBSNC Chief Operating Officer Gerald Petkau. “By expanding our relationship with Convergys, we now have the ability to quickly ramp phone support up and down, as business needs require.”

Globally, Convergys employs more than 130,000 people in more than 150 locations. This effort will provide additional support to customers, providers, doctors and hospitals, as well as patient care and pharmacy services. The company is a recognized and trustedleader in business process optimization and call center capabilities for multiple industries. BCBSNC will continuously monitor Convergys’ performance, as it has done since the start of the relationship in 2013.

Training has been ongoing since January 2016 and is expected to continue through the fall. This additional workforce should help reduce wait times for all callers. Once in place, this change will enable BCBSNC’s call center employees in North Carolina to focus on the often more complex customer calls and related customer service issues.

“Our goal is to create a positive member experience and provide first-class service to our customers,” Petkau said. “This expansion puts us in a position to help everyone more effectively.”

About BCBSNC:

Blue Cross and Blue Shield of North Carolina improves the health and well-being of our customers and communities by providing innovative health care products, services and information to more than 3.89 million members, including approximately 1 million served on behalf of other Blue Plans. Since 1933, we have worked to make North Carolina a better place to live through our support of community organizations, programs and events that promote good health. We have been recognized as one of the World’s Most Ethical Companies by Ethisphere Institute every year since 2012. Blue Cross and Blue Shield of North Carolina is an independent licensee of the Blue Cross and Blue Shield Association. Visit BCBSNC online at bcbsnc.com. All other marks are the property of their respective owners.

 

 

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