Each of our 22 customer service centers offers a customized, personalized member experience.
Our Customer Advocates:
- Are evaluated on customer satisfaction, not call volume. Our customer satisfaction ratings are consistently above 96 percent.
- Focus on the member's needs, not just the question, and consider it their job to answer the "unasked" questions that may ultimately provide better assistance for the member.
- Have a solid track record of achieving first call resolution of members' needs more than 90 percent of the time.
- Have the knowledge and experience to make each call fast, accurate and simple for the member because of our low turnover — less than 1 percent most recently — the lowest turnover rate in the industry.