Company Overview

At Highmark Blue Cross Blue Shield of Western New York, their mission is to develop and provide innovative and cost-effective health care that supports the needs of their members, stakeholders, and the community they serve. Their health plans are designed to provide reliable coverage to Western New Yorkers to keep communities healthy.

Highmark Blue Cross Case Study 1 Service Evaluation Concepts
Highmark Blue Cross Case Study 2 Service Evaluation Concepts

What Was the Challenge they were looking to resolve?

Marketing events are scheduled throughout the community to raise awareness of health plan options available through Highmark Blue Cross Blue Shield of Western New York. These marketing events are staffed by Facilitated Enrollers. Highmark Blue Cross Blue Shield enlisted the services of Service Evaluation Concepts to conduct audits to ensure a Facilitated Enroller is on site at the marketing event as scheduled and displaying marketing materials.

What process/solution did we deploy to help BCBS of WNY?

SEC sent Certified Brand Agents to scheduled marketing events to determine if the events were properly staffed.

Mystery shop results allowed Management to ensure Facilitated Enrollers were providing accurate schedules for marketing events and providing marketing materials to potential customers.