The Traverse City Walk-in Center is located at 202 E. State Street in downtown Traverse City. There’s free, off-street parking for customers, making it convenient to pop in to get questions answered. Here’s what you’ll find when you visit:
- Three full-time customer service representatives (CSRs) can accept payments and service existing accounts during business hours. A fourth CSR will be added soon to minimize wait times for customers.
- There’s usually an independent insurance agent on-site to help advise about and enroll you in a plan that’s right for you.
- Modern accommodations, including a comfortable waiting area.
Small-town service and experience keeps Northern Michigan residents coming back
Customers make the trek to the Traverse City walk-in center from hours away, traveling from various towns, villages, and cities in the northern part of Michigan’s Lower Peninsula.
“Sometimes they come all the way across the state,” said CSR Vanessa Swezene, who’s worked 11 of her 30 years at BCBSM at a walk-in center.
Many times those visitors are in town for a visit with a doctor or specialist or are in the area to shop. They stop in for the same reasons regulars make the office visit a routine part of their week or month – the friendly, face-to-face service. For those members who do stop in on a regular basis, conversations and questions about insurance matters quickly morph into small talk about town happenings or how their families are doing.
“We have relationships with them,” said CSR Cathy Eaton of regular visitors to the walk-in center. Her 32 years at BCBSM have all been spent at a walk-in center.
No matter who walks in, CSRs work hard to ensure they all receive the same level of service and care. Swezene said it doesn’t matter if you’re the owner of a company or an employee, your problems are equally important to her. Insurance can be complicated and confusing and Swezene said it’s her goal to help people better understand it. She said there’s no reason to be embarrassed about not understanding something.
“I want to help them understand it and make it a little simpler so they don’t feel bad that they don’t understand it,” Swezene said.
“A lot of it is just understanding,” agreed Julia DuLac, who has worked 24 of her 29 years at BCBSM at a walk-in center. She takes extra care with seniors who come in with questions, treating them like family.
“I can relate to these older customers coming in,” she said. “It’d be just like my mom and dad sitting here.”
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.