No one could have foreseen the coronavirus impact on the health care industry. Like many of our competitors and partners in the industry, we faced unprecedented challenges. I’m proud of how well we met these challenges ― thanks to the strategies and risk planning that we have in place as an integral part of our business. As volatile as 2020 was, our business performance remained stable. Ultimately, we maintained more than 42% of the Michigan HMO market with more than 866,000 members.
We had lower operating costs and fewer medical claims due to the pandemic. At the same time, our health and benefit management programs saved us more than $101 million in medical and pharmacy costs. The Musculoskeletal Quality and Safety Management program, introduced last year to reduce unnecessary surgeries, is expected to save us $8.2 million. Savings such as these means we can reinvest in the business to create operational efficiencies and better member experiences. For example, with a new digital platform, Customer Service representatives were able to save time while researching answers to members’ questions. Other process improvements allowed us to be more responsive. Our staff was able to process 11.5 million claims, host 267 virtual informational sessions and handle more than 980,000 calls, with more than two-thirds of them resolved on the first call. The industry took note of our accomplishments. We earned a Commendable accreditation for our commercial products from the National Committee for Quality Assurance, while retaining a 4.0-star rating for BCN Advantage℠ from the Centers for Medicare & Medicaid Services. Most important, our 2020 results confirm your continued trust that we’ll deliver quality, more affordable care for your employees and greater return for your health care investment. Read the full 2020 Annual Blue Care Network report here.