Spotlight: Customer service during open enrollment

The open enrollment period for 2017 runs from Nov. 1, 2016-Jan. 31, 2017. It’s the only time of year when individuals can enroll in or change their health insurance plan, without having to have a qualifying event. It’s also the busiest time of the year for the Blue Cross and Blue Shield of Kansas customer service team. BCBSKS consumer representative Julian Jenkins recently shared what that means for the department.

How long have you been with BCBSKS?

I have been with the company officially since February 2016, however I started as a temp in July 2015. All together I have spent a year and almost three months here at BCBSKS.

What sparked your interest in working for BCBSKS?

I’ve had insurance with BCBSKS prior to actually working here, and I have been thoroughly pleased with the company and thought it would be an excellent place to work for and represent. When the opportunity presented itself, I jumped on it as soon as possible.

What kind of changes in customer service are you anticipating during this busy time of year?

We are expecting this open enrollment to be one of our busiest, so the main focus around here has revolved around how to provide the best world class service to each of our existing members, as well as our new members who are interested in enrolling with us.

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

Open enrollment is the most important event of the year and with it comes a large number of questions from individuals who are new to health insurance and even questions from those who are fairly accustomed to the insurance world.

Some of the most frequent questions I’ve heard during open enrollment last year were “Why are premiums much higher than before?“, “How do I enroll?” and “Which plan is best for me?“.

Do you have any advice for our members who will be enrolling during this time?

Open enrollment can be a stressful time and here at BCBSKS, we make it a priority to help put our members’ minds at ease. My advice to our members during open enrollment is to definitely utilize our website, From there, they are able to review and enroll in our policies for the 2017 coverage year – all through the convenience of a computer.

What do you enjoy about working in customer service?

I enjoy helping find solutions and resolving our member’s concerns and questions, as well as being around my fellow peers who every day provide the best customer service experience for our members. That provides extra motivation for me to do my absolute best.

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

My desk usually consists of various paperwork, notes, artwork, an inspiring visual reminder of one of my teammates excelling at providing great customer service, and other items that add a bit of personality to my desk. Among all these however, I’d say the most interesting thing is a smooth pebble that appeared on my desk one day. To this day I don’t know how it ended up here, but it’s fun to ponder around the mystery of it.

Smooth pebble on blue cross and blue shield of kansas desk

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