Velkom to the Holland walk-in center, located at 151 Central Avenue in downtown Holland. Nope, that first word isn’t a typo, but rather a nod to the city’s unique Dutch heritage, which plays prominently in local businesses and festivals.
If you walk into the Central Avenue Financial Center through the door by the clock tower, the walk-in center will be located to your left as you enter the building. If you enter from the parking lot, you’ll walk to the front of the building and the door will be on your right.
Here’s what you’ll find when you visit Holland’s walk-in center:
- Free off-street parking.
- Two full-time customer service representatives (CSRs) who can accept payments and service existing accounts during business hours.
- Modern accommodations, including a comfortable waiting area.
Come for the Service, Stay for a Chat at the Friendly Holland Walk-in Service Center
The Dutch have a reputation for being friendly and welcoming and the CSRs at the walk-in center do too. Terri Davis and Ruby Naranjo help members when they stop by to make payments or ask questions about claims. Davis has worked for BCBSM for almost 18 years, with 12 years of experience as a walk-in center CSR. Naranjo has also spent 12 years of her 15-year BCBSM career at the walk-in center.
As with all walk-in center CSRs, Naranjo and Davis can handle questions about all of the product lines offered by BCBSM. No matter your need, they know how to find the answer.
“If we didn’t know all the different lines it would be very hard to take care of people,” Davis said.
They both say they enjoy the face-to-face interactions with customers and that they work hard to understand each individual’s concern so they can offer the best solution. Many times it’s a matter of educating members about what their insurance does and doesn’t cover or explaining insurance lingo, something that can be difficult to understand.
“Each case is different. You want to spend that time and understand,” Davis said. “It is very complicated.”
Keeping customers happy and coming back is a top priority at the office. Davis and Naranjo have a lot of repeat customers who’ve expressed gratitude about being able to talk to a “real person”. They take the time to get to know their “regulars” and the follow-up and follow-through they provide leads to high customer satisfaction.
“It’s a good feeling to see customers confident about what we’ll be doing for them next,” Naranjo said. “If they leave happy, that’s a good thing. They know we’re going to do what we say we’re going to do.”
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.