Need Assistance? When to Use a Walk-In Center Instead of Calling Customer Service

Need Assistance? When to Use a Walk-In Center Instead of Calling Customer Service

As a Blue Cross Blue Shield of Michigan or Blue Care Network member, you have a variety of options when it comes to customer service. Not only can you call the number on the back of your card to speak with a customer service representative or health plan advisor, but you can also talk to someone in person at one of the 12 walk-in centers across Michigan. With all of those options, how do you decide which one is right for you?

Calling customer service is typically a member’s first reaction, and is great for quick questions, confirmation of payment and finding easy answers to a minor problem you may be experiencing.

If you prefer face-to-face communication, visit one of our walk-in-centers. At a walk-in-center you can talk to a Customer Service Representative about general benefits, different plan specifics, claim inquiries, making a payment, enrollment opportunities during the annual or open enrollment periods, confirming eligibility and any other questions or concerns. One of the many benefits of going to a walk-in center is that they can handle inquiries for any Blue Cross or Blue Care Network plan. If you have a question that the representatives can’t answer, they will personally direct you to the right person and make sure you are on your way to getting the information you need. A walk-in-center offers a one-on-one customer care experience that is personal and thorough.

What can you expect at your visit to a walk-in-center? First, find out which walk-in center is nearest to where you live and the center’s hours of operation. You don’t need to make an appointment. Simply check in with a representative who will verify your identity and help with your questions. If you want to use a walk-in center to pay a bill, they accept personal, business or cashier’s checks or money orders for individual and group policies. Debit cards (Visa, MasterCard and Discover) are accepted for individual policies only. If you would like to pay cash, you’ll need to visit any MoneyGram location. Medicare members can pay by check or money order at any walk-in center.

Blue Cross walk-in centers have extended hours beginning October 14, 2015 through January 29, 2016:

  • Mondays, Tuesdays, Thursdays and Fridays: 8:30 am – 5:00 pm (*Ann Arbor location will not have extended hours and will be open Monday through Friday 8:30 am – 5:00 pm)
  • Wednesday (except for days prior to a scheduled holiday): 8:30 am – 7:00 pm
  • The following Saturdays: 9:00 am -1:00 pm
    • November 14
    • November 28
    • December 5
    • December 12
    • December 19
  • The following holidays: 9:00 am – 1:00 pm
    • November 27
    • December 24
    • December 31

For an in-depth look at a few of the walk-in centers around Michigan, check out our Walk-in Center series.


About the author: Sarah Wood is a statewide walk-in offices team leader.

Dondria Kelke is the other team leader of the walk-in offices.

Photo credit: Betsy Weber

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