The Grand Rapids Walk-in Center is located in the heart of downtown at 86 Monroe Center NW. Just enter the lobby of BCBSM’s Grand Rapids headquarters in the former Steketee’s building and the walk-in center is on your right.
Here’s what you’ll find when you visit:
- Two full-time customer service representatives (CSRs) are available to answer questions and accept payments during business hours.
- Two full-time health plan advisors (HPAs) are also ready to help if you need plan advice. Full-time HPAs are unique to the Grand Rapids and Marquette centers. Other centers are staffed by independent insurance agents.
- Despite its location in a historic downtown building, the center has been completely remodeled with a spacious and comfortable waiting area and modern furnishings. HPA offices actually back up to former Steketee’s display windows, although they have been retrofitted to allow for complete privacy.
- Fully appointed private conference room.
Customer Satisfaction is a Top Priority
Personal attention in a friendly and welcoming environment is what you’ll come to expect if you stop in to the Grand Rapids location.
For Bobby and Julie Hicks, a visit to the Grand Rapids office proved to be friendly and fast. The Grand Rapids couple were able to set up automatic monthly insurance payments with a CSR in just five minutes.
“Face to face is always so much better,” Julie Hicks said.
Knowledgeable and Professional Staff
The four full-time Grand Rapids staff are ready to serve. All say being able to look customers in the eye is a huge advantage.
“We are hands on from the moment they walk in until their issue is resolved,” said CSR Denise Shaheen.
“When they come in here, they have a face, a name, and you’re accountable. They have peace of mind because we can resolve things quickly and see it through all the way,” CSR Jennifer Williams added.
Business at the Grand Rapids location picks up during open enrollment. Regular customers include retirees making payments or asking questions about their plans, along with people who are going through life events that necessitate changes to their insurance. Being able to speak to someone in person is helpful.
“Insurance is really complicated, whether you’re 20 or a senior,” Shaheen said.
HPAs April Bushman and Richard Wright are available to walk people through plan options and, in some cases, enroll. Customers might come in confused or frustrated, but often leave with their issues resolved. They both say taking the time to listen and help people work through problems earns respect and follow-up visits.
“I think that’s what makes most people come back if they have an issue,” Bushman said. “They know we’ll do whatever it takes to make things right.”
“They have an understanding that there was someone who cared enough to listen to their problems,” Wright said. “They knew they were more than just a number.”
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.