As one of the newest and busiest centers in the entire state, representatives at the Shelby Township walk-in customer service center are patient and well-recognized by members.
Located on the west side of Auburn Rd. with an entrance off the south side of Utica Rd. between Mound and Auburn, this particular center is both spacious and recently renovated. In a call for private, personalized meetings, the space boasts many updated features:
- Three conference rooms for individualized visits
- Two customer work stations for those who need to prepare or assemble various documents
- Recently updated paint, furniture, carpet and dual monitor systems
|Office front facing southeast.|
|Office front facing south.|
|Walk-in-center lobby with customer service stations.|
The Shelby Township office was the first to receive virtual desktops allowing customer service representatives (CSRs) to better share a wide range of health information. These desktops allow more extensive information to be shared between CSRs, BCBSM headquarters and visitors to the center.
This sharing process is great, but members love this center for more than just the ease of shared information. They come back for the personal attention received.
“The benefit is that people know they can find me here,” said Shelby Township customer service representative, Dawn Moran.
Customers return again and again just to accomplish their needs with a familiar face who already knows a lot about their healthcare journey. Another element that makes this office popular are the five agents typically present. Most offices host one or two agents.
“It makes it easier for the public to get enrolled,” Moran said. “The agents we work with are very knowledgeable, caring individuals.”
The Shelby Township facility boasts the most visitors of all the walk-in centers through 2014 so far. Though each visitor is unique, many fall into categorical demographics:
- Nearly 75 percent of member inquiries at this location deal with issues regarding premiums
- Payment due dates, around the 25th of the month, drive the most traffic to the office
- The majority of visitors are age 65 and older
Most importantly, the staff in this office is truly what makes it come alive. They are ready and willing to answer questions and seek out ways to better your healthcare experience. Returning visitors stand testament to this, as does the amount of visitors the location receives. Stop in soon to get your questions answered.
Health insurance can be complicated, but it doesn’t have to be confusing. Blue Cross Blue Shield of Michigan has a number of statewide walk-in centers with on-site service specialists to answer your questions and put your mind at ease. Visit your local Walk-In Customer Service Center for on-the-spot help or the Customer Action Center for online member support.