Geisinger Health Plan earns Service Quality Measurement’s First Call Resolution Improvement Award

DANVILLE, Pa. – Geisinger Health Plan (GHP) earned the First Call Resolution Improvement Award for 2020 from Service Quality Measurement (SQM) Group, a leading North American research firm that specializes in customer service improvement across all industries.

First call resolution is used to measure a contact center’s efficiency and effectiveness in resolving customer inquiries on initial contact. This award recognizes GHP for improving first call resolution by at least 5% over the previous year, a feat only 5% of contact centers nationwide accomplish.

“Healthcare should be easy and that starts with an excellent member experience,” said Kurt J. Wrobel, GHP president and executive vice president of insurance operations. “While this year brought many uncertainties, our members didn’t have to worry about their healthcare questions going unanswered. All they have to do was give us a call and we are here for them. That’s what family, friends and neighbors do for each other.”

SQM annually benchmarks more than 500 contact centers across all industries and has been conducting customer experience surveys since 1996. Awards and benchmarks are based on customer responses about service experience, issue resolution and overall satisfaction.

The survey also rates GHP in the top 25% of all call centers in nine categories for customer satisfaction, including percentage of calls resolved, call center satisfaction, representative satisfaction, organization-wide satisfaction and net promoter score.

SQM will recognize the 2020 Contact Center Industry Award of Excellence winners at the 22nd Annual Awards ceremony being held virtually on May 20.

About Geisinger
Geisinger is among the nation’s leading providers of value-based care, serving 1.2 million people in urban and rural communities across Pennsylvania. Founded in 1915 by philanthropist Abigail Geisinger, the non-profit system generates $10 billion in annual revenues across 134 care sites - including 10 hospital campuses, and Geisinger Health Plan, with 600,000 members in commercial and government plans. The Geisinger College of Health Sciences educates more than 5,000 medical professionals annually and conducts more than 1,400 clinical research studies. With 26,000 employees, including 1,600 employed physicians, Geisinger is among Pennsylvania’s largest employers with an estimated economic impact of $14 billion to the state’s economy. On March 31, 2024, Geisinger became the first member of Risant Health, a new nonprofit charitable organization created to expand and accelerate value-based care across the country.  Learn more at geisinger.org or connect with us on Facebook, Instagram, LinkedIn and X.