The Marquette Walk-in Center is located at 415 S. McClellan 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.
- Two full-time health plan advisors (HPAs) are also ready to help if you need plan advice. Full-time HPAs are unique to the Marquette and Grand Rapids centers. Other centers are staffed by independent insurance agents.
- Convenient parking and modern and comfortable accommodations, including a private waiting area.
Get Big-Time Service in Small-Town Marquette
The four women who serve members at the Marquette walk-in center say their office has a friendly, easygoing vibe.
Amy Hamilla and Mary Henthorne are the two on-site CSRs. Hamilla has worked at the center for about one year, with over 12 years experience at BCBSM. Henthorne has spent 17 years at the company, ten of those at the walk-in center.
HPAs Jessica Stevenson and Constance Grillo have a total of almost nine years with BCBSM between them. Stevenson has spent her two and a half years with the company at the walk-in center and Grillo has worked at the center since April, with six years total spent at BCBSM, most recently in sales in Detroit.
The office is part of the fabric of the small community it’s in.
“We know a lot of our customers and a lot of our customers are repeat customers,” Henthorne said. “It’s a little more personalized than a bigger city.”
The office is truly a one-stop insurance destination, providing friendly service to local regulars and people from across Michigan’s Upper Peninsula. Staff know how to service every BCBSM product line and HPAs can help new and existing customers find a plan that’s right for them.
“We service the whole U.P., so we get a lot of people who travel up to two or three hours to get here,” Henthorne said.
Having CSRs and HPAs under one roof is beneficial to customers and staff.
“We really work well together in talking through issues or getting assistance from the sales side to customer service,” Stevenson said.
“It does offer a benefit to the customers to have us all working so close together,” Henthorne said.
Grillo said her previous experience handling sales transactions over the phone opened her eyes to how important it can be to sit down face-to-face with someone. When she was on the phone, people would often ask if there was a place they could go to see an agent in person.
“Even though they have all the information verbally, they still want to sit down with somebody,” she said.
“It’s so much easier to communicate with them in person than over the phone,” Hamilla said.
From answering questions about claims, processing payments, or advising on plans, everyone at the Marquette office has the same ultimate goal.
“We’re here to service our customers and to make them happy so when they walk out the door they’re confident about choosing Blue Cross,” Grillo said.
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.