The Real Motivation That Drives Our Customer Service Team


| 2 min read

Providing helpful, clear guidance to all of our members is a core value for Blue Cross Blue Shield of Michigan. But while our member service team works hard all year long, they kick it up a gear during Individual Open Enrollment and Medicare Annual Enrollment periods. Whenever a member has a question about their plan or a Michiganders without coverage is seeking guidance, the team is there to help. That’s why we’ve extended our hours, increased staffing at our highest-traffic Walk-In Centers and expanded our online resources like live web chats. Don’t just take our word for the passion of our member service employees—see what some of our walk-in center staff have to say about what they do: “It’s a good feeling to see customers confident about what we’ll be doing for them next. They know we’re going to do what we say we’re going to do.” — Ruby Naranjo, Holland Walk-In Center Customer Service Representative “Members know us and they trust us. They see that we’re human, that we actually care about them and that we’re here to do what we can for them. Sometimes we feel like we even go on journeys with our customers; whatever it takes to provide the most helpful experience.” —Tracy Lee, Lansing Walk-In Center Customer Service Representative “During Open Enrollment, most customers leave much happier than when they came in. We do everything we can to get them what they need. The personal touch is the most important thing to us.” —Jana McFarlane, Flint Walk-In Center Customer Service Representative “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.” —Sarah Wood, Statewide Walk-In Offices Team Leader “The best part of my job is the opportunity to build relationships with members. I have met many wonderful customers over the years and they become part of your extended ‘family.’ They put their trust in you, and that is a great feeling.” —Jeff Rak, Flint Walk-In Center Independent Agent If you enjoyed this post, you might be interested to know we’re hiring. For current employment opportunities at BCBSM, visit our Careers website. Want to learn more about Blue Cross’ employees? Keep reading:
MI Blues Perspectives is sponsored by Blue Cross Blue Shield of Michigan, a nonprofit, independent licensee of the Blue Cross Blue Shield Association