OUR Concierge PROGRAM CONNECTS ON SO MANY LEVELS
Customer Service is, and has always been, at the core of Blue KC’s success. It’s what we’re known for in the marketplace. When a member calls the phone number on their ID card, they’re connected to a devoted team of representatives – all based right here in the Kansas City community. It’s that local touch, combined with excellence in training and empathy, that makes our Customer Service stand out from the competition.
Building upon our award-winning Customer Service, in 2019 we introduced Blue Connect – a concierge program designed to give members access to even more information and provide a truly customized experience for all their healthcare needs.
"We value our long-term and strategic partnership with Blue KC. Blue Connect is ENHANCED
customer service. It delivers
on its promise to simplify health insurance for our members. Employees report high levels of satisfaction and
in working with this dedicated and well trained team.
Thank you, Blue KC for focusing your attention on this key cornerstone. Blue Connect delivers great customer service to our employees and families!"
-Dr. Eric Punswick, Chief Human Resources Officer, Blue Valley Schools
What elevates this dedicated team of Blue Connect experts is their ability to quickly synch up with departments throughout the company to resolve issues even faster—whether members need help with billing issues, prior authorizations, appointment scheduling or out-of-area provider searches. It’s a more holistic method to ensuring our members get the answers they need and the care they deserve.
“We saw an opportunity to offer an enhanced customer experience, and the initial results are showing this is a program employers and members are excited about,” said Vice President of Operations Dan Frazier. “Our members see an industry-leading level of Customer Service each and every day. Blue Connect simply pushes us to raise that bar even higher.”
"We have received nothing but positive feedback from employees as a result of the Blue Connect
program. Our employees
appreciate the hands-on approach the Blue Connect team provides by connecting directly with providers to quickly reduce
confusion. The Blue Connect team is fast, knowledgeable and professional. In fact, they were able to resolve an
employee's claim related question during the initial call inquiry to Blue Connect. Our benefits team has even received
less claim inquiry questions as a result of this new and unique program."
-Lauren Dunn, Senior Benefits Administrator, Burns & McDonnell
Rolled out as a pilot program to a small group of clients in 2019, we plan to scale up Blue Connect in the coming year by offering this personalized service to even more employers.