Anthem Blue Cross 2001 Annual Report Download - page 14

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The foundation of Anthem’s continuing success is the
growth and development of our nearly 15,000 associates.
Anthem associates are a talented and
dedicated group of people. Our associates are our
company: the customer service representatives who
handle millions of inquiries from our members; the sales
representatives who work directly with our customers;
the medical directors who serve as our connection
to local medical professionals; the associates at every
level who volunteer their time and passion to
community organizations.
In recognition of their extraordinary efforts
and commitment, eight of our associates – one from
each of our states – were selected to join our board and
senior management on the floor of the New York Stock
Exchange as we completed our Initial Public Offering
and became a public company.
During the year, we continued our efforts to
provide advancement and training opportunities and to
build trust, respect and camaraderie among all of our
associates, at every level of the company.
Again in 2001, we teamed with the Great
Place to Work®Institute to survey our associates and
gauge the success of our efforts. The results were
dramatic: across the company, participation in the
voluntary survey nearly doubled, and increases in key
measurements of associate satisfaction demonstrated
that our emphasis on becoming the “employer of choice”
in our industry was rewarding for both our associates
and the company.
12
Taking Great Strides:
Developing our associates
Providing excellent customer service requires a
combination of sophisticated information technology
and a well-trained customer service staff dedicated to
meeting customer needs with speed and accuracy.
Anthem’s ongoing systems consolidation,
combined with a strong emphasis on customer service
performance by our associates, yielded significantly
improved results in service both to our customers and
to the health care professionals who comprise our
networks. We remain on track to reduce our number of
core operating systems by the end of 2003.
During 2001, Anthem’s overall customer
retention rate exceeded 90 percent. Consolidation of
systems should continue to improve accuracy, timeliness
and consistency of our customer service, resulting in
higher customer satisfaction scores and a continuation
of the high customer retention rate we saw this year.
Taking Great Strides:
Improving the level of service to our customers