Blue Cross of Northeastern Pennsylvania's Customer Service Call Center has been nationally recognized by the Blue Cross Blue Shield Association for Best Practices in Service Improvement.

The Best Practice Award honors a unique, exceptional and innovative initiative that enhances and improves the service provided to customers. The recipient of this annual BCBSA award needs to demonstrate improved member experience, measurable outcomes related to operational efficiency, improved customer satisfaction, increased quality, return on investment and successful implementation.BCNEPA was recognized for resolving member questions on the first call and reducing the need for additional follow-up calls. BCNEPA also demonstrated employee engagement above national benchmarks, significant improvements in incoming call handling, and a continuous rise in member satisfaction results.