For Michigan residents who live and work near our state capitol, face-to-face insurance assistance is just a walk away. The Lansing Walk-in Center is located at 232 S. Capitol Avenue. Here’s what you’ll find when you visit:
- Two full-time customer service representatives (CSRs), who can accept payments and service existing accounts during business hours.
- Three rotating, on-site independent insurance agents who are available to advise visitors about their plan options in a welcoming, private space.
- Convenient parking in the surface lot across the street or in the Ellis ramp north of the building at the corner of Capitol Ave. and Allegan St. Parking validation is offered by front-desk security if you park at either location.
- A modern and comfortable waiting area.
Feel Like Family at Lansing’s Walk-In Center
Tracy Lee and Susan Holland are the two full-time CSRs who greet customers at the Lansing walk-in center. Between them, the two women boast a combined 55 years with Blue Cross Blue Shield of Michigan. Lee has worked at the WIC for eight years, with a total of 24 years of BCBSM experience. Holland has worked for BCBSM for 31 years, about 20 of those at the walk-in center. Lee and Holland say being able to help customers face-to-face fosters respect and understanding both ways. They’ve developed relationships with repeat customers and often take extra measures to make sure they’re taken care of.
“They know us and they trust us,” Lee said. “They see that we’re human, that we actually care about them, and we’re here to do what we can for them.”
Both women have been known to feed the meters for customers who either didn’t realize there were parking lots they could take advantage of or for whom the lots aren’t convenient, in the case of handicapped customers. They also help customers through trying medical issues, assisting them with multiple billing issues and questions. Sadly, they’ve also been to a number of funerals for customers who weren’t able to pull through.
“Sometimes we feel like we go on journeys with our customers,” Lee explains. “Those are hard situations.”
“It’s a lot more personal in the walk-in offices,” Holland said.
Holland and Lee say they get a lot of state employees who stop in at the center, as well as many from Cooley Law School, which is close by. Whether it’s handling a payment, claim, or billing issue, both say being empathetic and understanding is a big part of the job. Lee said she tries to treat every customer the way she’d like herself or her family members to be treated.
“You want them to be satisfied,” Lee said. “You want them to walk out knowing we did everything we could for them whether it was a good result or bad.”
Working to understand someone’s issue goes a long way toward customer satisfaction, Holland said.
“That’s what they want, to be understood,” she explained.
The Lansing walk-in center is open to serve your needs with personal, detailed service from knowledgeable, caring CSRs and agents. The center tends to be busiest the last week of the month when premium payments are due, so consider stopping in earlier in the month.
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.