Nobody looks forward to calling their health insurance company with a question, a complaint, or a claims adjustment request. But if the company is Blue Cross Blue Shield of Massachusetts, the state’s largest health insurer, this week might have been the best time to call. Because it knew that hundreds of members who called its member services lines from Oct. 15 to 19 were to be contacted by a survey company afterward and asked about the quality of their interactions, Boston-based Blue Cross Blue Shield prepared a special set of work flow procedures for its customer service representatives to follow this week only.
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