Your Hometown Customer Service

Spring Issue

They live in Edwardsville, Platte County, Blue Springs, and North Kansas City. They root for the Chiefs. And shop at Hy-Vee. Their hearts are in KC, and it shows.

Whereas some health insurance companies have overseas call centers, the Blue Medicare Advantage Customer Service Team are fellow members of the Kansas City community. And that makes every interaction, and every phone call, more personal.

“We’re right here in Kansas City. We are your neighbors. We’re here central time, from 8 a.m. to 8 p.m., seven days a week,“ Ramona Magers explained.

Lesley Conchola elaborated. “I feel like there’s more trust when members know you’re from the area. You know where hospitals are located, and what events are going on. It brings the conversation to a whole different level.”

For Christine Humphrey, there’s something special about working in her community. “There’s a different sense of pride when I can help somebody that may be literally down the street from me,” she said.

Every conversation is not only a chance to make a personal connection, it’s an opportunity to educate. “Every day, we get the chance to help people understand what’s most important to them: their health,”said Customer Service Manager Jesse Freese.

Beyond Q&As 

Healthcare is personal. People are passionate about it. Our Blue Medicare Advantage Customer Service Team encourages members to understand everything that’s going on with their health—and their health insurance.

“We’re not just here for the questions and answers. We’re here to actually educate them about their benefits, their rights, and all the things Blue KC offers them. We’re teachers,” Ramona Magers explained.

Customer Care Advocates teach members about everything from supplemental benefits and in-network providers to prescription coverage and explanations of benefits. They empower members with the knowledge and the tools they need to be smarter healthcare consumers.

Where every member counts

Jesse Freese said, “The thing I love most about Blue Cross and Blue Shield of Kansas City is that we have literally made the member first in everything we do. It’s not just a slogan. It’s actually true.”

Most people think insurance companies are in it for the money. Jesse Freese is proud that Blue KC is cut from a different cloth. “As a not-for-profit insurance company, we’re in it for you. You can call us as much as you want. I promise, we’re going to try to take care of you as best we can,” Jesse Freese shared.

The Customer Service Team strives for the same goal on every call. “We want them to feel like they were understood. We want them to feel like we care about them. And finally, we want them to feel like we helped them,” Jesse Freese said.

Now that’s great hometown customer service at work. Reach your team at 1-866-508-7140 (TTY:711).

A big thanks to all the Hometown Customer Care Advocates who participated in this story.

Lesley Conchola
Jesse Freese
Christine Humphrey
Jennifer Johnson
Ramona Magers
Kayla Roberts