Blue Cross Customer Service Reps: The People on the Other End of the Line


| 4 min read

As a Blue Cross Blue Shield of Michigan member, you may have interacted with our customer service representatives. When you call the number on the back of your card, you usually have one thing on your mind, such as an issue that needs to be resolved or a question you need answered. What you may not realize is that the people on the other side of the phone have one thing on their minds too - taking care of your needs as quickly as possible. Since you probably don’t spend too much of your time on the phone getting to know our representatives, we thought we’d introduce a few of them to you. Below, we've asked four of our representatives from around the state what their job is like and why they love it so much:
Felicia Hart, Medicare Advantage Service Center, Detroit What’s your favorite part about your job? Felicia:“Being able to assist our members! People often call with several questions, and they depend on us to make it clear and simple for them. We have all had our share of both good and bad customer service experiences, so when I get a call, I put myself in the member’s shoes. I know how confusing this all can be and it’s my pleasure to be able to simplify it for them.” What’s one thing you want all of your customers to know about you? Felicia:“That I care. I understand the position they’re in and I want them to know that I’m exhausting all options to make sure their needs are being met!” What’s one way that you feel customer service has improved at Blue Cross recently? Felicia:“With the member in mind, we’ve taken several steps toward improving customer service. For example, we’ve improved our Medicare website so we can share complex information in an understandable way. Our members have paperless options now as well, which allows them to access their plan information online or from a mobile phone and receive certain plan information by email instead of waiting to receive them in the mail.”
Haylie Crichlow, State Accounts Service Center, Lansing What’s one thing you want your customers to know? Haylie: “That we understand life can be difficult and throw curve balls every now and then. Let us help; it’s what we’re good at.” Can you tell us more about your everyday life at Blue Cross? What does a typical day look like? Haylie: “For me, a typical day is working alongside coworkers I truly enjoy sitting near. They’re always in a great mood and happy to be here. I spend most of my time speaking with members about things like quoting a claim or updating their coordination of benefits. I also reach out to providers if I need to have a claim reprocessed.”
Clara Wilkins, Auto Service Center, Detroit What’s one way that you feel customer service has improved at Blue Cross recently? Clara: “In the past year, Blue Cross has spent more time focusing on how to make our jobs easier. While these changes are not member-facing, the improvements have enabled us to offer better, more efficient service." What’s your favorite part about your job? Clara: “It has to be the satisfaction I feel when I help a member solve their problem, no matter how big or small the issue is. When I leave work, I feel good about my day because I was able to make a difference for at least one member. That makes even the most challenging days well worth it.”
Monique Shoulders, Individual Small & Mid-Group Service Center, Detroit What do you do when you’re not at the office? Monique: “I volunteer at the food bank with my church as well as at my sister’s recreation center. I mentor teens and young adults, helping them finish school, get into college and even find jobs.” What made you come to Blue Cross? Monique: “I’m a proud wife and mom of two girls. I am also a graduate of Oakland University (Go Grizzlies!). I was a retail store manager for years and performed a great deal of face-to-face customer service. I decided to come to Blue Cross for a better work-life balance. I’d heard a lot of great things about working here and I wanted to be a part of a great company!"
Kareem Scales, Key & Large, Grand Rapids What made you come to Blue Cross? "I chose Blue Cross because the company has a great reputation with almost 100 years of experience. I was intrigued about the opportunity to move up in the company with affiliates in all 50 states, great benefits and work hours that fit my schedule ." What’s your favorite part about your job? "Speaking with all different types of people and helping them resolve problems and helping members better understand their benefits. I enjoy helping people better understand their coverage and I enjoy the challenge of and resolving complex issues for our members." Photo credit: Philippe Put If you enjoyed this post, you might be interested to know we’re hiring. For current employment opportunities at BCBSM, visit our Careers website.
MI Blues Perspectives is sponsored by Blue Cross Blue Shield of Michigan, a nonprofit, independent licensee of the Blue Cross Blue Shield Association