Spotlight: Customer Service at BCBSKS

On average, the customer service team at Blue Cross and Blue Shield of Kansas receives more than 4,000 phone calls from members each day. Customer service representative Kendra Heymans recently gave us an inside look into what it’s like to be on the receiving end of all those phone calls.

How long have you been with BCBSKS?

I’ve been with the company for almost a year and a half now, but plan on staying for many years to come!

What sparked your interest in working for BCBSKS?

I knew a few people that worked for BCBSKS and hearing them speak so highly about how the company treated them made me jump at the first opportunity I had to join the team!

What are some of the most frequently asked questions you hear?

The typical questions I get are people checking on their contract to see how services will be covered and what their patient responsibility will end up being.

What do you enjoy most about your job?

I most enjoy helping a customer that is really stressed out about something by taking the burden off of them so that they can relax and just know that it’s being taken care of by someone that has their best interest in mind.

What’s the most interesting thing you have on your desk?

My coffee cups are the most important to me! I couldn’t live with out my daily dose of caffeine!

BCBSKS members – If you have questions about your contract or coverage, you can also visit the BlueAccess® member portal on our website to download a copy of your contract or summary of benefits and coverage. You can also pay your bill, update your address or order ID cards!

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