Blue Cross promotes four

Four Blue Cross and Blue Shield of Louisiana employees in its Customer Service Department Call Center have been promoted in an organizational realignment designed to improve customer and provider service.

Tammy Sills, Chenell Bryant, Carrie Corona and Danielle Dicharry have all been named managers within the department.

As provider services manager, Sills is responsible for ensuring that the department delivers top-quality service in handling claims and benefits questions.

Bryant, who was named member services manager, will oversee the call center’s staff’s handling of customer questions about benefits or claims status. She joined Blue Cross in 2000, and had previously served as customer service manager.

Corona was promoted to special accounts manager. A Blue Cross employee since 1978, she previously served as provider inquiry manager. In her new position, Corona is responsible for large group accounts, Medicare supplement and RxBLUE (Medicare prescription drug coverage) customers and all correspondence and personal visits from customers needing assistance.

As the new training and quality manager, Dicharry will oversee the customer service and quality programs. That includes training and auditing customer service advisors, coaching trainees and providing feedback to upper management.

According to Blue Cross, the reorganization is designed to allow call center staff “to highly satisfy a customer of one,” creating a good experience for customers and providers. The new organizational structure allows advisors to specialize in an area and has reduced the staff-to-supervisor ratio to a level consistent with best practices in call center operations throughout the Blue Cross and Blue Shield Association system.