CIGNA Corporation
Company: CIGNA Corporation
Company Description: CIGNA, a global health service company, is dedicated to helping people improve their health, well- being and sence of 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 services; and group insurance products to 46 million people worldwide.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Team of the Year
Nomination Title: CIGNA’s iCSA Team is Enhancing Customers’ Online Experience
1. Tell the story about what this nominated team achieved since January 1 2009 year (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:
At CIGNA, the trend toward web-based interactions has grown exponentially over
the past 10 years. Today, an average of 70,000 individuals access our websites
everyday. The Internet Customer Service Associate (iCSA) team plays a key
role in the online experience our customers, clients/employers and healthcare
professionals have with CIGNA.
As CIGNA's online experience capabilities have expanded, the iCSA team’s role
has also evolved. New responsibilities were added, including call support and
trouble-shooting for website navigation and technical issues. In 2009, the
team’s scope was further expanded to support online registration for all CIGNA
HealthCare and Health Solutions websites and partner links.
The Internet team, which includes 50 iCSAs and two managers, currently handles
5,900 calls per week, and are proficient in supporting:
• HealthCare customers on myCIGNA.com, myCIGNAPlans.com, myBenefitChoices.com,
and EnrollforBenefits.com
• Health Solutions customers on myCareAllies.com
• Medicare Private-Fee-for-Service customers on CIGNAMedicareAccess.com
• Home Delivery pharmacy customers on Teldrug.com
• Clients/employers on CIGNAAccess.com
• Doctors/hospitals on CIGNAforHealthCareProfessionals.com and
Navinet.com
For issues that require a higher level of technical expertise the team engages
the CIGNA IT Customer Support Center. If the inquiry requires additional
research the iCSA team takes ownership for contacting the customer with the
status or resolution. Internal call monitoring quality audits have
consistently shown outstanding service results (98.75% YTD of 95% goal).
On May 4, 2009, the iCSA team expanded telephonic service hours to 24x7x365,
including weekends and holidays, which paved the way for the entire healthcare
customer service call organization to expand to 24x7x365 a couple months
later. In addition to supporting online services, the team provides back-up
support for inbound customer service benefit calls during extended hour
periods.
The iCSA team continues to evolve as CIGNA launches new online capabilities
and products. In the past 16 months the team was actively involved in several
strategic initiatives, which they are now supporting:
• The Online Health Assessment program, which enables individuals to
evaluate their overall health, wellness and risk factors, join health coaching
programs, and earn incentive points for maintaining a healthy lifestyle.
• Intuit's Quicken Health Expense Tracker, which helps individuals
manage their healthcare expenses and pay medical bills online via link from
myCIGNA.com.
• CIGNAMedicareAccess.com, which provides access to our Medicare
population. The iCSA team walks customers – many of whom are not intimately
familiar with computers and the Internet – through the steps of how to turn on
their computer, open a link, fill in required fields and complete their
registration.
The iCSA team is eager to take on new responsibilities to help our customers’
online experience and achieve CIGNA's strategic objectives to improve the
health, well-being and sense of security of the people we serve. In the past
year the team has undergone significant growth, which required training and
new support tools. Their success is attributed to a supportive management
team and building alliances with product and IT partners to ensure customers’
expectations are fully understood and supported.
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]:
24 July 2009
CIGNA HealthCare Customer Call Centers Now “On the Clock” 24/7/365
http://newsroom.cigna.com/article_display.cfm?article_id=1084
CIGNA – We’re Here Whenever You Need Us (customer feedback)
http://newsroom.cigna.com/images/56/CIGNA%20We're%20here%20whenever%20you%20need%20us.doc
17 September 2009
CIGNA Wins 2009 Gartner and 1to1 Customer Award
http://newsroom.cigna.com/article_display.cfm?article_id=1104
Fall 2009
1to1 Magazine: CIGNA Makes Healthcare Personal Again
http://www.cigna.com/pdf/Fall09_G1CignaREPRINT.PDF
12 November 2009
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=1130&
19 January 2010
CIGNA HealthCare Recognized for Providing an Outstanding Customer Service
Experience For a Fourth Consecutive Year
http://newsroom.cigna.com/article_display.cfm?article_id=1156
04 March 2010
CIGNA Shatters an Industry Stereotype With Crystal Clear Customer
Communications
http://newsroom.cigna.com/article_display.cfm?article_id=1181
3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
Barb Morris, Central Region Customer Service Functional Lead provides
strategic oversight and leadership for the Bourbonnais Call Center’s 295
employees which include the iCSA Team. Deb Groth and Carol Elliot are the
frontline iCSA Team managers. Frank Carreiro supports the team as a business
lead and project consultant.
Debbie Plakas, Stephanie Yeoman and Kathleen Kwiatkowski on the iCSA Team lead
the various projects, workflows and training activities that are instrumental
to the team’s daily operations.
Collectively this group of leaders and the entire iCSA staff are credited with
the CSA Team’s growth and successful results over the past 16 months.