Tufts Health Plan tops J.D. Power study for member satisfaction

J.D. Power has recognized Tufts Health Plan as the commercial health plan with the highest member satisfaction in the New England region. More

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Tufts Health Plan tops J.D. Power study for member satisfaction

PBN FILE PHOTO/RUPERT WHITELEY
JAMES ROOSEVELT JR., president and CEO of Tufts Health Plan, attributed the insurer's recent recognition by J.D. Power to Tufts' focus on customer service. Above, Roosevelt, center, speaking, takes part in the PBN Summit on Health Care Reform and the Insurance Exchange, held in April 2013.
Posted 3/26/14

WATERTOWN, Mass. – J.D. Power has recognized Tufts Health Plan as the commercial health plan with the highest member satisfaction in the New England region.

In the J.D. Power 2014 U.S. Member Health Plan Study, Tufts scored 681 points on a 1,000-point scale measuring member satisfaction, higher than the national average of 669 points and the New England regional average of 657 points.

Based on 34,315 total member responses nationwide, the study examined 136 health plans in the United States, including 11 plans in New England. The two largest health insurers in Rhode Island – Blue Cross & Blue Shield of Rhode Island (637 points) and UnitedHealthcare of New England (634 points) – ranked ninth and 10th in the region, respectively.

“Tufts Health Plan’s direct focus on taking care of the member is the way we do business,” said James Roosevelt Jr., CEO of Tufts Health Plan. “Our efforts to enhance the member experience, collaborate with providers and support each other make the difference in customer satisfaction. This recognition is a terrific accomplishment.”

The J.D. Power study, now in its eighth year, measures health plan member satisfaction by examining six factors: coverage and benefits, provider choice, information and communication, claims processing, cost and customer service.

Other New England health plans evaluated in the J.D. Power Member Health Plan Study included Anthem Blue Cross Blue Shield of Connecticut (674 points), Blue Cross Blue Shield of Massachusetts (669 points), Harvard Pilgrim Health Care (662 points), Anthem Health Plans of New Hampshire (656 points), Cigna (640 points), Aetna (638 points) and Anthem Blue Cross Blue Shield of Maine (626 points).

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