Best of Blue Member Touchpoint Measure: First-Call Resolution
Regence competed against all other Blue-branded health Plans and came out on top for this member satisfaction measure, which it also originated. Instead of using only traditional customer service call-in metrics, such as how fast calls are answered, Regence started using first-call several years ago as a service standard. For the first time, in 2012, all 39 Blue plans adopted this measure, to resolve member issues in a single call. But that year, Regence rolled all its business onto a single technology platform, which challenged its ability to maintain its standard. Learn more about how Regence overcame obstacles to lead the Blues in first-call resolution.
Best of Blue Clinical Distinction: Intensive Outpatient Care Program
Patients with multiple chronic and complex medical conditions make up 60 to 85 percent of our nation's health care spending each year. To better address the needs of these members, the Intensive Outpatient Care Program (IOCP) was developed with providers and employers through a pilot program in the Puget Sound. As a result of the pilot, Regence expanded IOCP to other service areas, has helped shepherd sister Blue Cross Blue Shield plans throughout the country and has advocated for national spread of the program. Learn more about IOCP.
Best of Blue Anti-Fraud: Criminal Investigation
Regence is dedicated to preventing fraud and abuse for its members and in the health care field. The company has a team of skilled investigators and data analysts that initiate investigations and respond to fraud and abuse schemes that crop up daily. Regence received a Best of Blue award for a 2011 criminal investigation that highlighted the innovative thinking and collaboration its special investigation unit (SIU) brings to this specialized field. Learn more about this investigation.
Best of Blue Inter-Plan Solutions: Richard L. Guffey Leadership Award
The Guffey award recognizes one individual among the 39 Blue plans for leadership excellence and advancing health care transformation. Only the 12th recipient of this prestigious award is Regence employee Brodie Dychinco, who has played a pivotal role in the company's consumer transparency initiatives for nearly a decade. To earn the Guffey award, Brodie not only set a national transparency standard and roadmap for the Blues, but also supported their implementation of Regence's transparency tools. Learn more about this award and about Regence's unique transparency approach.
Seven Seals Award, Oregon National Guard and Employer Support of the Guard and Reserve
Cambia Health Solutions and its CEO, Mark Ganz, received the Seven Seals award from Oregon Governor John Kitzhaber and Major General Raymond Rees for the company's support of the military community. Cambia has made a concerted effort to hire more veterans and help members of the military transitioning to the civilian world with career development. The company is part of a Hero Health Hire program, is working with Wounded Warriors, has a veterans outreach coordinator that attends military career fairs, and is partnering with the Oregon National Guard to offer health and wellness resources to local service members.
The Seven Seals Award represents the reserve components of the United States Armed Forces: Army Reserve, Navy Reserve, Air Force Reserve, Marine Reserve, Coast Guard Reserve, Army National Guard and Air National Guard.
Community and Education Supporter—Software Association of Oregon
Cambia Health Solutions recognized as a "Community and Education Supporter" for its Community Leadership Fund donation to an annual scholarship program for TechStart Education Foundation, which focuses on inspiring K-12 students to pursue computer science and technology interests.
Web Health Award—Gold
Hubbub wellness social networking was recognized by Web Health with two honors:
- Gold: Web-based resource category
- Merit: Mobile application/interactive gaming category
Competition among the nation's best digital health resources included organizations such as Mayo Clinic, Fitness Magazine, and WebMD