Wake Forest Baptist Patients to Receive On-site Support from BCBSNC Customer Service and Claims Professionals

  • BCBSNC customer service and claims professionals are now onsite at Wake Forest Baptist Medical Center helping patients get their questions and claims inquiries handled while they’re still at the hospital.
  • BCBSNC is the first insurer in the state to place its employees on location at North Carolina hospitals. The insurer’s first on-site program at WakeMed is resolving more than 60 percent of claims on the first day they are received and more than 70 percent in just two days.
  • More than 30 BCBSNC professionals are working onsite at more than 12 health care facilities in North Carolina, including customer service and claims professionals, and on-site nurses.
CHAPEL HILL, N.C. – Patients at Wake Forest Baptist Medical Center now have on-site support from Blue Cross and Blue Shield of North Carolina (BCBSNC) customer service and claims professionals. The program, announced today, helps patients get their questions answered and claims inquiries handled while they’re still at the hospital.
 
“A hospital stay can be stressful for patients and their families. Patients often have questions and concerns about their medical bills and what their health insurance will cover. It can be a complex process to navigate,” said Alan Hughes, BCBSNC executive vice president and chief operating officer. “This collaboration with Wake Forest Baptist allows us to be there for our customers. We can get their insurance questions answered faster, so they can get back to their normal lives as quickly as possible.”
 
BCBSNC professionals are onsite at Wake Forest Baptist Monday through Friday from 8 a.m. to 5 p.m. They are working with Medical Center staff and BCBSNC customers to:
  • Facilitate better communication between patients, BCBSNC and Medical Center staff.
  • Resolve patient claims inquiries in a fraction of the time.
  • Improve efficiency and accuracy of the claims process.
BCBSNC is the first insurer in the state to place its employees on location at North Carolina hospitals to better serve its customers. Wake Forest Baptist is the fifth facility to adopt the BCBSNC on-site service model. BCBSNC also has claims professionals onsite at Duke Health System, WakeMed, UNC Hospital and UNC Physicians and Associates.
 
BCBSNC launched its first on-site program in 2009 at WakeMed. Currently, BCBSNC professionals at WakeMed are resolving more than 60 percent of claims on the first day they are received and more than 70 percent in just two days. In addition, 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 plans to keep expanding this model across the state. To learn more about BCBSNC on-site service programs, visit Let’s Talk Cost at http://connect.bcbsnc.com/lets-talk-cost/on-site-service/.
 
 
About Blue Cross and Blue Shield of North Carolina:
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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