7580 Blueprint (OCTOBER 2018)

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CUSTOMER SERVICE WEEK OCTOBER 1- 5 70 YEARS OF CUSTOMER SERVICE Customer Service Week: A nationally recognized celebration to acknowledge the dedication to provide the highest level of customer service. Arkansas Blue Cross and Blue Shield participates in Customer Service Week because customers are the most important aspect of the enterprise – not only for one week in October, but every day. This year’s observance is especially noteworthy because we’re celebrating our 70th anniversary. SERVING ARKANSANS FOR YEARS Curtis Barnett President and Chief Executive Officer For almost 70 years, our employees have been in the business of customer service. Whether you work directly with our external customers, our members, by being a customer service representative, sales representative or case manager, or you support our internal customers, our employees, behind the scenes, processing claims, running reports or keeping our systems working, each of us plays a critical role in serving our customers. I encourage every area of the enterprise to take time during Customer Service Week to celebrate your unique way of helping to fulfill our mission to improve the health, financial security and peace of mind of the members and communities we serve. EMPLOYEE GIFT! As a token of appreciation, all employees will receive a special “reverse,” or “inverted,” umbrella. Unlike traditional umbrellas that collapse with the wet side on the outside, these umbrellas collapse inward, so your clothes and surroundings stay dry. Employee Awards Arkansas Blue Cross and Blue Shield recognizes employees for exemplary service through four awards, given annually at the holiday meeting. Any Arkansas Blue Cross employee can nominate another employee. David Bridges Executive Vice President, Internal Operations and Chief Administrative Officer Who’s in customer service? We all are! Our four employee awards are designed to recognize employees’ exemplary service to our members, each other and the enterprise. I hope to see many nominations for each award, because we know our employees are putting members first, volunteering and thinking about improvements every day. Nominees for these awards are shining examples of Arkansas Blue Cross and Blue Shield’s culture, and we look forward to recognizing and celebrating them at the holiday meeting. 4 Blueprint magazine // October ‘18
Submit your nominations for the 2018 awards! Go to the Putting Members First section of InsideBlue (Our Company > Reports and Awards > Awards tab). Nominations close Friday, November 2, 2018. BlueCares Award for volunteer service Having a heart. Lending a hand. Making a difference. The BlueCares Award recognizes a person, team or division for extraordinary contributions to our community through Arkansas Blue Cross initiatives. 2017 winner of the BlueCares Award for Volunteer Service, Rhoda Draper (center), with Cal Kellogg (left) Curtis Barnett (second from right) and David Bridges. Creative Solutions Award for innovation in the workplace Trailblazing. Bold. Fearless. The Creative Solutions Award recognizes a person, team or division for demonstrating a unique, creative approach to improving a service or product. The solution need not to have been adopted permanently. Inside of Blue Award for internal customer service Going above and beyond expectations. Surprising and delighting co-workers. The Inside of Blue Award recognizes a person, team or division for going “above and beyond” to improve the service or experience for internal customers (enterprise colleagues) and embodying the consumer experience philosophy. Sharon Allen Award for external customer service The right service for every member, every time. The Sharon Allen Award recognizes a person, team or division for going “above and beyond” to improve the service or experience for a member or members and embodying the consumer experience philosophy. This award is named after Sharon Allen, who served as president of Arkansas Blue Cross and Blue Shield from 2002 to 2008. She was (and still is) passionate about providing exemplary customer service to our members. 2017 winner of the Creative Solutions Award for Innovation in the Workplace, Joe Oliver (center), with Cal Kellogg (left) Curtis Barnett (second from right) and David Bridges. 2017 winner of the Inside of Blue Award for Internal Customer Service, Jean Givens (center), with Cal Kellogg (left) Curtis Barnett (second from right) and David Bridges. 2017 winner of the Sharon Allen Award, Kristina Mulhollen (center), with David Bridges (left) Cal Kellogg (second from right) and Curtis Barnett. Blueprint magazine // October ‘18 5
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7580 Blueprint (OCTOBER 2018)

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