Operational excellence drives client satisfaction and healthcare affordability

At Blue Cross and Blue Shield of Minnesota, operational excellence is not business jargon. Operational excellence is engraved in our cultural DNA, driving internal teams to break down barriers and exceed client expectations. We have developed the people, processes, and technology to deliver excellent service with speed and accuracy, while staying focused on healthcare affordability.

Simply meeting contractual performance guarantees alone is not sufficient. We challenge ourselves to exceed yesterday’s targets and deliver service that optimizes client satisfaction. Our service and performance have impressed Minnesotans, contributing to Blue Cross ranking highest for trust 13 years in a row.^1,2

Speed and accuracy

For many clients, operational excellence means speed. Online banking and e-commerce companies have set high standards for fast service. Following their lead, clients expect immediate access to statements and instant response on service requests. Under traditional service-level agreements, turnaround for a broker or client request would be 10 to 14 business days. Today, thanks to automated and streamlined processes, such requests are completed within hours or sooner.

But speed alone is not sufficient. Key materials and documents must be delivered with accuracy. Routine change orders — adding or terminating a member or updating plan programs — must be processed in a timely and accurate manner. Our accuracy is further improved by the personal care our experienced account teams employ in tandem with our technology and systems. 

Seamless processes and high-touch account management

At Blue Cross, processes are optimized to be as seamless as possible from start to finish. Each team member has visibility into the status of a request so they can apply their unique skills and perspectives toward solving problems.

Our account teams play a consultative role, helping clients grow their business through healthcare benefits that promote employee productivity and retention. Account teams serve as trusted advisors, helping clients attain optimal results from their benefit program.

During the pandemic, client service shifted to virtual meetings and even further embraced email, replacing in-person meetings. But today, Blue Cross account teams and clients have rediscovered the value of live meetings where discussion is informal, and issues are resolved in real time. Clients have a better opportunity to build relationships with their account manager and seek advice on all aspects of their healthcare benefits.

Blue Care Advisor simplifies navigation, closes care gaps

Blue Care Advisor_^SM is a breakthrough in guiding members to the right care at the right time. Members have a single point of access for all their healthcare needs. Case managers provide personalized treatment plans and early interventions to keep people healthy. As a result, members using Blue Care Advisor are twice as likely to seek needed preventive care, close care gaps, improve their health outcomes, and control plan costs. For the 60 percent of adults with a chronic health condition,³ we offer specialized disease management programs that improve quality of life, reduce complications and avoid trips to the emergency room.

Blue Care Advisor coordinates care, breaking down the silos between healthcare settings. With Blue Care Advisor, the member can make a single call to resolve a billing issue or inquire about benefits and coverage. We provide a seamless, connected experience, so the member doesn’t suffer through phone tag and fragmented care.

Blue Care Advisor streamlines healthcare navigation, connecting members with top-quality and cost-effective providers for improved health outcomes and reduced waste.

Member satisfaction makes health insurance "invisible"

Ironically, operational excellence in health insurance can lead to the insurer becoming virtually invisible. When a member has their claims paid on time and treatments are authorized without a glitch, there is no reason to reach out to a benefits manager. Fewer member complaints allow our clients to focus on running their business rather than contend with health insurance.

Operational excellence results in client and member experiences that are simple, efficient and reliable. Blue Cross has worked tirelessly to develop the people, processes and technology to deliver on the promise of improving employee health and affordability. This performance has earned client trust and made Blue Cross a preferred partner.