Blue Cross (MI) – “A Toxic Place to Work”

Pros

The benefits are very good. Full medical, dental, vision, tuition reimbursement. Management does contribute toward these benefits while UAW employees do not, but the employee contribution is reasonable at this point.

Cons

Interdepartmental communication is abhorrent, and "slackers" abound. Although the current move to streamline procedures and cut costs had made some difference, the company is still processing problem claims ineffeciently, as they move from department to department in an attempt to get tthe payment to the provider or subscriber. There is unmasked tension between support departments and the front-line customer service areas. These support areas just can't understand the need to service customers effeciently. The company is still using systems that are outdated. Time to join the 21st century.

Advice to Senior Management

Mr, Loepp, LISTEN to what your customers are telling you, and actively seek out opinions of front line employees. Make yourself more visible in the customer service areas. You have an abundance of excellent and hardworking people there who are forced to work without one system which is the "source of truth" for customers. The delay in the implememtation of the new operating system is unforgivable, and every day it continues to be delayed, the competition is gaining. Encourage an atmosphere of "what you know" and not "who you know".