Horizon BCBSNJ earns J.D. Power award for member satisfaction for 4th time in 5 years

Horizon Blue Cross Blue Shield of New Jersey received the J.D. Power Award for the highest member satisfaction ranking among commercial health plans in New Jersey for 2021 — the fourth time in the last five years it has been so honored.

In addition to the top overall score, Horizon also ranked highest in the key factors of cost, provider choice and customer service.

CEO Gary St. Hilaire said the company was humbled to be so honored.

“It is particularly gratifying to have again earned their trust over this past year, given all of the challenges we faced together,” he said. “The team at Horizon is grateful — and humbled — that the people we serve every day have again made Horizon New Jersey’s top health insurer in customer satisfaction.

“As New Jersey’s health solutions leader, Horizon is driving changes that make health care more connected, convenient and affordable for our members.”

The J.D. Power 2021 U.S. Commercial Member Health Plan Study measures satisfaction among members of 150 health plans in 22 regions throughout the country by examining six key factors: billing and payment; cost; coverage and benefits; customer service; information and communication; and provider choice.

The study also measures several other key aspects of the experience and member engagement. The study was based on responses from 31,283 commercial health plan members and was fielded from January through March 2020.

Mark Barnard, executive vice president, government programs and operations, said the goal of the company is consistent.

“Our mission is clear and simple:  Empower our members to achieve their best health,” he said. “The COVID-19 pandemic created new challenges for the entire health care system, but particularly the people who rely on it.

“By keeping our focus on doing what is right for our members, Horizon adapted to meet their changing needs and ensured they were able to get the care they needed.”

Allen Karp, executive vice president, health care management and transformation, agreed.

“Our members have made it clear that they want a health partner that is easy to work with, that helps guide them through what can be a very confusing and complex health care system, and that works overtime to help make quality care more affordable,” he said.

“From eliminating out-of-pocket costs for COVID testing and treatment to rapidly expanding access to telemedicine that connected them to the doctors they trust, the J.D. Power Award recognizes that Horizon was there for our members when they needed us most.”

Horizon BCBSNJ received the highest score in New Jersey in the J.D. Power 2017, 2018 and 2020 studies, and tied in the 2021 U.S. Commercial Member Health Plan Study of customers’ satisfaction with their commercial health plan. Horizon has earned this distinction more than any other health insurer in New Jersey.