Duke University Hospital Patients to Receive On-site Support from BCBSNC Customer Service Professionals

Insurer and Health System Collaborate to Better Coordinate Patient Benefits

CHAPEL HILL, N.C. – Patients at Duke University Hospital and Duke Clinic now have additional on-site support from Blue Cross and Blue Shield of North Carolina (BCBSNC) customer service professionals. The program announced today, helps patients get their benefit, eligibility, billing and claims questions answered while they are still at the hospital.

“Offering on-site customer service allows patients to focus on healing rather than dwell on concerns about medical bills and what their health insurance will cover.” said Alan Hughes, BCBSNC executive vice president and chief operating officer. “Offering support where the member needs it most is a way to help them get back to their normal lives as quickly as possible.”

A BCBSNC professional is on-site at the Duke University Hospital and Duke Clinic Monday through Friday from 8 a.m. to 5 p.m. They are working with Duke University Hospital and Duke Clinic staff and BCBSNC customers to:

  • Help answer questions patients may have about their insurance coverage.
  • Ensure that claims are processed accurately and quickly.
  • Be a resource for patients and hospital staff.

In 2011, Duke University Health System became the third organization to adopt the BCBSNC on-site service model when BCBSNC claims professionals began working on-site in billing offices, and is now the third facility to host on-site customer service professionals who work directly with customers. BCBSNC also has customer service professionals on-site at WakeMed and Wake Forest Baptist Medical Center.

Questions patients typically have for on-site customer service professionals include:

  • Benefits questions concerning services covered while in the hospital and those covered once discharged.
  • Claims questions about out-of-pocket expenses.
  • Eligibility questions about policy effective dates.
  • Administrative billing questions about explanation of benefits.

BCBSNC has more than 30 on-site professionals at more than 12 health care facilities in North Carolina, including customer service and claims professionals, and on-site nurses. BCBSNC is the first insurer in the state to place its employees on location at North Carolina hospitals to better serve its customers.

To learn more about BCBSNC on-site service programs, visit Let’s Talk Cost at http://connect.bcbsnc.com/lets-talk-cost-2013/solutions/posts/solutions-onsite-hospital-support/.

About BCBSNC:
Blue Cross and Blue Shield of North Carolina is a leader in delivering innovative health care products, services and information to more than 3.6 million members, including approximately 900,000 served on behalf of other Blue Plans. For 78 years, the company has served its customers by offering health insurance at a competitive price and has served the people of North Carolina through support of community organizations, programs and events that promote good health. Blue Cross and Blue Shield of North Carolina was named one of the World’s Most Ethical Companies by Ethisphere Institute in 2012. Blue Cross and Blue Shield of North Carolina is an independent licensee of the Blue Cross and Blue Shield Association. Visit BCBSNC online at bcbsnc.com. ® Marks of the Blue Cross and Blue Shield Association. All other marks are the property of their respective owners.

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