5 Insider Tips for Great Customer Service

By November 16, 2017March 12th, 2018Health Insurance Industry

By nature, questions about health coverage can be complicated, and the details — procedures, dates, referrals, and prescriptions — can be daunting.  But having the inside scoop on what to expect when you call Customer Service can make finding the right answer a lot easier. As a member of the Independence Blue Cross (Independence) Customer Service team (also known as the Member Help Team), here are my top five tips to help make your next call with us go as smoothly as possible.

1. Avoid calling on Monday or Tuesday mornings if it’s not urgent.

Monday mornings are really busy around here…and Tuesdays aren’t much better. If your call can wait, try to schedule your call after 3 p.m.

2. Have your member ID card ready.

You will need to refer to your ID card during your call.

3. Be prepared to answer some security questions every time you call.

This is to keep your information safe and secure at all times. We will ask to verify your member ID, number, name, complete address, birth date, and call-back number.

4. Identify your representative or caregiver.

If you want someone else to speak to us on your behalf, we must have a copy of your Personal Representative Request Form on file before we can treat that person as your representative. Until this paperwork is on file, we will need your verbal approval to speak with them each time you call.

5. Remember that we’re here to help you.

From benefit coverage, to claims information, to address changes — we strive to make your life easier.

You’ve got a friend at Independence Customer Service

Hands down, the best part about working in customer service is the relationships I get to build with our members. Next time you have a question or need help, you can give Member Help Team a call. To ensure that your question gets to the right team member, be sure to call the dedicated number for your health plan. Here are the phone numbers for members and prospective members by plan type.

Health Plan

For Members

For Prospective Members

All individual (non-Medicare) plans
Call customer service at the telephone number on the back of your ID card.
1-800-ASK-BLUE (1-800-275-2583)
TTY: 877-219-5457 or (toll-free) 888-857-4816M
Se habla español: 215-636-9559 or (toll-free) 800-555-1514
Monday – Friday, 8 a.m. – 6 p.m. (EST)
Keystone 65 HMO
Toll-free 1-800-645-3965 (TTY/TDD: 711), 8 a.m. to 8 p.m. seven days a week
Toll-free 1-877-393-6733 (TTY/TDD: 711), 8 a.m. to 8 p.m. seven days a week
Personal Choice 65SM PPO
Toll-free 1-888-718-3333 (TTY/TDD: 711), 8 a.m. to 8 p.m. seven days a
week
Toll-free 1-877-393-6733 (TTY/TDD: 711), 8 a.m. to 8 p.m.
seven days a week
MedigapSecurity
Toll-free 1-888-926-1212 (TTY/TDD: 711), 8 a.m. to 6 p.m. Monday through Friday
Toll-free 1-888-926-1212 (TTY/TDD: 711), 8 a.m. to 6 p.m. Monday through Friday
Select Option PDP
Toll-free 1-888-678-7009 (TTY/TDD: 711), 8 a.m. to 8 p.m. seven days a week
Toll-free 1-888-678-7009 (TTY/TDD: 711), 8 a.m. to 8 p.m. seven days a week

 

This article was originally published on LinkedIn.

 

Melissa Zonies

About Melissa Zonies

As Manager of Performance and Administration within the Government Markets department at Independence, I play a key role in the overall customer experience for our senior members. I collaborate with my peers and Medicare associates to understand issues and identify opportunities for improvement. Whether directly or indirectly through my team, I take pride and enjoy assisting and simplifying the Medicare world for the senior population.