Recognizing Our Excellent Customer Service Advocates

For the eighth year, Service Quality Measurement Group (SQM) recognized BlueCross BlueShield of South Carolina and BlueChoice® HealthPlan of South Carolina customer service advocates (CSAs) for their superior performances. Fifty-nine employees received awards from SQM and were recently honored at BlueCross’ virtual celebration. SQM also acknowledged BlueChoice® and the State Health Plan with awards.

SQM recognized our employees in three categories: World Class Certified CSA, World Class Improvement CSA and World Class Certified Supervisor. This year, three of our CSAs — Jantiest Damon and Stacy Small of BlueChoice and Starlight Ervin of Major Group — were among the top 25 finalists for SQM’s CSR of the Year Award.

SQM also honors organizations demonstrating best practices that have improved or helped maintain high first-call resolution and customer satisfaction performance.

BlueChoice won an FCR Best Practice Award in the category of Performance Management System. This award recognizes BlueChoice for creating automated, individualized dashboards that share performance tracking data with CSAs, coaches and management.

State Health Plan received the SQM Call Center FCR Improvement Award for 2020. To qualify for this award, a call center must improve FCR by at least 5 percentage points.

Scott Graves, president of private business, and Customer Experience recently hosted a virtual celebration to honor the SQM award recipients.

“Let me assure you that our entire senior management team understand the critical role that our frontline employees play in our organization,” said Graves during the event. “For many of our members, you are the voice of BlueCross. The way customers feel about BlueCross and their loyalty to us often hinges on their experiences with you.”

Here is the full list of winners:

BlueChoice Health Plan World Class Certified CSA winners

Shirley Martin

Stacy Small

Roderia Thompson

Trina Newton

Dorothy Anderson

Jantiest Damon

Teneika Nickles

Caroline Cooper

Krystal Chisholm

BlueChoice World Class Improvement CSA winners

Shirley Martin

Jantiest Damon

Theresa Goodwin

FEP World Class Certified CSA winner

Joe Ann McGee

FEP World Class Improvement CSA winner

Marietta Scarborough

Group & Individual World Class Certified CSA winners

Jessica Slater

Teresa Harris

Solomon Goodwin-Simmons

Justin Cook

Group & Individual World Class Improvement CSA winners

Justin Cook

Joshua Jones

Major Group World Class Certified CSA winners

Joan Cox

Deleona Reese

Bonnie Burnett

Lapriel Williams

Theresa Brown

Michael Watts

Lindsey Anand

Sherry Johnson

Shenita Johnson

Starlight Ervin

Kayla McConico

Rakevia Nero

Sherkeyah Pearson

Renita Burt

Deadres Woodruff

Natalie Geer

Paula Hovet

Tamara Aine

Erin Jarrell

Angel Miller

Allexthea Carter

Sarah Hatchette

Amira Santiago

Anitra Goodwin

Deqanda Riley

Joann Parrott

Carmen Storey

Major Group World Class Improvement CSA winners

Allexthea Carter

Anitra Goodwin

Major Group World Class Certified Supervisor winners

Carleeta Bradley

Erin Gleaton

Cynthia Thompson

Medicare Advantage World Class Certified CSA winner

Whitney Davis

Medicare Advantage World Class Improvement CSA winner

Kyla Barnes

National Alliance World Class Certified CSA winners

Teresa Hales

Cynthia Bowman

Velincia Lewis

National Alliance World Class Improvement CSA winners

Felicia Monteiro

Joann Proscia

Cecily Moody

Nina Mister

Taylor Grear

State World Class Certified CSA winners

Tracie Davis

Jodi Jones

CSA of the Year Finalists

Jantiest Damon

Stacy Small

Starlight Ervin

Congratulations to all the award winners, and thank you to our customer service employees for all you do for the company and our members!