Bcbs wait time

[kgmom219]

Customer service is taking the hit at $12/hour for what the Exec's and IT staff did not do.

At what point do they figure out that the customer service nightmare is their own creation and it has nothing to do with ACA?

1. All new 2014 members in Texas received ID cards with an extra zero at the beginning of the Account Number. So every claim rejected.
2. You cannot make a payment on-line
3. Auto-draft was allowed at the time of application and not processed. (In Illinois, they didn't do the original draft. In Texas, the original draft was done, but not processed for future payments)
4. Since the ID cards are wrong, members cannot access information on-line
5. Dental is now required for every child, but members cannot access that benefit information, either.

This is NOT ACA. This a total failure on HCSC part, all the way from the top. And the poor customer service reps on the bottom are taking the hit. I would like to see the exec's (specifically the CIO) sit in customer service for a while and experience what they have done.

BTW....the quickest I am seeing anything resolved is via twitter. Seriously. If you have clients that are on twitter, you might want to suggest it to them.

 

[Pancur]

In the last 2 days, 7 of my BCBS of IL policies were cancelled because MARKETPLACE had requested it.... BC Reps that I talked to had no idea why this was happening. Now it seems that it was some misunderstanding between BC and Marketplace because one BC rep told me today that they received a note from marketplace that this is a known issue so hopefully they will stop cancelling more policies.
One thing that all the 7 policies cancelled have in common is that there were 2 or more application submitted to BC on the same client. So you may want to check your book if you have any cancelled policies by Marketplace. It a policy doesn't appear in Producer Portal changes are it is termed.

 

[AllenChicago]

Pancur,
I found one yesterday that was labeled as "Cancelled" at Healthcare.gov. That would explain why BCBS-IL still has her listed as "Pending", even though she had sent in her Jan2014 payment (minus the subsidy) as billed, and it was accepted/cashed by BCBS-IL on 1/7/2014.

She called BCBS-IL today, because the February bill was for the full premium, with no subsidy subtracted from the amount due and because Walgreens had denied her prescription, saying that she didn't have health insurance. BCBS said that there was a system problem, but didn't elaborate. They told her that they would reactivate her policy and she was to mail in the same amount she sent in January.

Thanks for sharing this information, Pancur. Now I know WHY this particular client had problems. The number of potential landmines with this insurer-marketplace interaction are staggering.

 

[AllenChicago]

Feb 5th and things are no better with phone waits. IL colored company computer systems are even worse now... error, not found, database exception, etc..

 

[SamIam]

Allan,this is the thread I started because of a simple change of a d.o.b. that I had a total of 18 hrs on hold with the colored company.

 

[houcoogster]

I don't see a problem here that a little Government intervention couldn't solve.

 

[DS4]

We are entering the 5th month of a six month open enrollment and things are only getting worse.

 

[LifeWorth]

If you guys want to gauge the level of frustration out there just go to the facebook page of BCBS in your state and read the comments people are posting on the wall of the page.

 

[abchealth]

Only 31 minutes yesterday, our personal best time since September. I'm ready for Sochi.

 

[kgmom219]

If you guys want to gauge the level of frustration out there just go to the facebook page of BCBS in your state and read the comments people are posting on the wall of the page.

Or Twitter! I will say that whoever is running BCBSTX twitter is getting it done, you complain, he/she gets your info and gets it resolved. I'm very impressed.