Blue KC Ranked #1 in Member Satisfaction by J.D. Power
At Blue KC, we often say that our customers are at the heart of everything we do. It’s a snappy slogan to be sure, but it’s also the hard-earned truth. J.D. Power – the most trusted source for recognizing top-performing brands across various consumer-driven industries – has once again ranked Blue KC #1 in Member Satisfaction among Commercial Health Plans in the Heartland Region. In 2023 we were ranked first across all six study factors, including:
- Coverage and Benefits
- Customer Service
- Information and Communication
- Provider Choice
- Billing and Payment
- Cost
These results were based on the J.D. Power 2023 U.S. Commercial Member Health Plan Study™, which is now in its 17th year. The study measured satisfaction among 32,656 members of 147 commercial health plans across 22 regions throughout the United States. And while industry averages have declined for many providers since 2022, Blue KC’s score increased by 17 points year over year, highlighting our continued focus on prioritizing members.
So how do we do it? It’s simple: we listen. Through consistent round table discussions, surveys, and a “Blue KC Listens” panel, made up of 400 individuals who give real-time feedback on various initiatives, Blue KC always engages members like you before and after the launch of key changes, experiences, and applications to ensure your goals and wants are always being met.
Our world-class customer experience representatives are often the initial point of contact for members. These individuals aim to solve issues the first time they’re contacted. According to Gratia Carver, Blue KC Vice President and Chief Experience Officer, Blue KC’s customer experience employees excel in part because they genuinely enjoy their job. “We really strive to engage and empower our employees. They and their families are members as well, with access to the same Blue KC benefits as those that call in needing assistance. This leads to empathy, understanding and a deep knowledge of potential issues. It creates a deeper connection when the person who answers your call is also part of the community.”
While it’s certainly gratifying that members have identified Blue KC as the best commercial health plan partner in the heartland region, we aren’t about to rest on our laurels. As the region’s largest health insurance provider, Blue KC is fully committed to pushing whole-person healthcare to new heights, offering innovative, member-centered initiatives that improve the health and wellness of all. To all our members, partners, and employees, we thank you for your continued support, insight, and loyalty. This award is shared with each and every one of you.
For more information, visit: https://www.jdpower.com/business/press-releases/2023-us-commercial-member-health-plan-study
