Blue Cross and Blue Shield of Minnesota is proud to recognize Mallory Johnson, senior supervisor for the Medicare customer service team, on being named a finalist for Supervisor of the Year by SQM Group.

This is the first time a member of the Blue Cross and Blue Shield of Minnesota operations team has been selected as a finalist. We are honored to have Mallory representing the excellent service provided by all our associates.

This prestigious nomination recognizes supervisors of call centers across North America who achieve World Class Certification (WCC) through member First Call Resolution (FCR) surveys and who demonstrate leadership coaching to prioritize resolving member issues. World Class Certification is awarded when 80 percent of callers or higher consistently indicate on their surveys they were very satisfied with the customer service representative and call center and their issue was resolved.

“World-class call resolution means taking ownership of our callers’ experience,” says Mallory. “It means answer all questions, including the ones the caller may not have known to ask. It means anticipating what else the caller may need as it pertains to their situation. And it means taking action and advocating on a caller’s behalf whenever possible.”

Finalists to be recognized in May

SQM is hosting a virtual awards ceremony on May 19 to recognize the six finalists on their outstanding performance and to announce the winner of the award.

“World-class call resolution means taking ownership of our callers’ experience.” – Mallory Johnson

Additionally, 35 Blue Cross customer service representatives and a service operations supervisor achieved World Class Certification Awards for 2021. Seven customer service representatives were also recognized with World Class Certification Improvement awards.

Congratulations to our Blue Cross team members whose efforts are being recognized and for continually demonstrating Blue Cross values in action.