CIGNA Corporation
Company: CIGNA Corporation
Company Description: CIGNA, a global health service company, is dedicated to helping people improve their health, well- being and security. CIGNA's operating subsidiaries provide an integrated suite of medical, dental, behavioral health, pharmacy and vision benefits; care management; industry-leading health and wellness coaching services; and group insurance products to 47 million people worldwide.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Executive of the Year
Nomination Title: Bob McVey, VP-Customer Service
1. Tell the story about what this nominee achieved since January 1 2008 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
As a service-driven company, CIGNA has moved beyond the traditional
transactional insurance model to a customer-centric health service company with
one mission: to help the people we serve improve their health, well-being and
security.
Under the leadership of Bob McVey, VP of CIGNA's Customer Service Call Centers,
the organization has made significant progress achieving the goal of improved
service delivery and operational efficiency by understanding what our customers
value most and what it takes to meet or exceed their expectations.
Bob’s leadership team has created an environment that encourages innovative
thinking and process improvement and where change is viewed as a constant
companion. Over the past year Bob’s Call Center organization has implemented
many initiatives that focus on the customer experience and provide a supportive
and productive environment for employees. Here are a few examples:
At a time when many businesses are cutting back on service for economic reasons,
CIGNA has taken actions to enhance its service by expanding service hours to
include Saturdays and holidays. Being a health service company means being
available when our customers need us, which is sometimes outside standard
business hours – after all, people do not only get sick on weekdays. We’ve
received inspiring feedback from individuals who called us during these times –
thanking us for being there. CIGNA is the first national health services company
to provide this level of access.
By empowering CSAs with better tools, they are able to make stronger connections
between service and health advocacy – turning service transactions into
opportunities to engage individuals in their health. Central to CIGNA's
customer strategy is a new, robust application, CIGNA OneView, which provides
easy navigation and immediate access to customer information that helps CSAs
deliver responsive, value-added service.
CIGNA’s iSolve team provides a single point of contact for CSAs to access
expert-level assistance and real-time issue escalation, helping to more quickly
resolve customer issues and close CSA knowledge gaps. This model provides career
path options and consolidates technical support resources into one ‘virtual’
help center accessible to the 1,250 CSAs across six call centers. iSolve has
contributed to a 2% increase in customer satisfaction scores and $3.1 million
savings through reductions in support staff and repeat calls.
CIGNA's Call Work at Home program improves the availability of resources to
service customers while serving as a benefit and motivator for improved service
performance and efficiency. This program helps CIGNA retain higher-performing
CSAs, while motivating lower performers who tend to work harder to meet the
criteria for working at home. These arrangements have been extended to 22% of
the CSA workforce. Having a mixed service model of call center-based and remote
agents helps provide improved service, flexibility and continuity.
Over the past year attrition rate and employee satisfaction scores improved by
40%. This is attributed to many initiatives geared toward creating a culture of
employee engagement that not only attracts and retains people but grows them
through experience, education, and encouragement. In the Call Center
environment employee loyalty translates into better service for our customers.
2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
27 April 2009
CIGNA Launches Two National Initiatives to Improve Service for Physicians &
Hospitals
Now Available: In-Office/Hospital Pre-Care Treatment Cost Estimates; Saturday
and Holiday Service Hours
http://newsroom.cigna.com/article_display.cfm?article_id=1044&
25 February 2009:
CIGNA HealthCare Customer Call Centers Now Open Saturdays and Holidays “We’re
There When You Need Us”
http://newsroom.cigna.com/article_display.cfm?article_id=1023
29 July 2008
CIGNA HealthCare Recognized for Providing an Outstanding Customer Service
Experience for a Third Consecutive Year
http://newsroom.cigna.com/article_display.cfm?article_id=937
07 November 2008
CIGNA Plans Among Top Commercial Health Plans, According to U.S.News & World
Report and National Committee for Quality Assurance
http://newsroom.cigna.com/article_display.cfm?article_id=977
18 August 2008
CIGNA Named "Best Managed Health Care Organization" and "Best Employee
Assistance Program" in Business Insurance Magazine's 2008 Readers Choice Awards
http://newsroom.cigna.com/article_display.cfm?article_id=941
24 July 2008
CIGNA Introduces New Service Model That Pairs Individuals with a Personal
Health Advocate; Making it Easier to be Healthy
http://newsroom.cigna.com/article_display.cfm?article_id=933
3. Provide a brief (up to 100 words) biography about the nominee:
Bob McVey, VP-Customer Service, joined CIGNA in 2005 to lead the
Customer Service Call Organization, bringing over 20 years of experience. Bob
is responsible for six call centers, three third-party sites and 1500
employees who service individual customers and healthcare professionals.
Bob has led the Call Centers through many changes to improve service and
efficiency. His dedication to customers and the front-line staff that service
them has supported a cultural change, and helped earn recognition by J.D.
Power & Associates for “Outstanding Customer Service Experience” for three
consecutive years.
Bob also serves as Strategic Diversity Management business champion.