Blue Cross Blue Shield of Michigan is a destination employer for professionals looking to advance their careers fields such as health care management, technology, insurance product design and customer experience design.
Our employees manage a massive IT infrastructure responsible for processing 44,000 health care claims per business hour. They are advancing the responsible use of artificial intelligence to improve and accelerate our business processes. They are working hand-in-hand with providers to advance new payment models. They are on the phone with our members, helping answer their questions and support their journeys through the health care system with kindness, empathy and compassion.
Cultivating an engaged and talented workforce is one of our top priorities. We can’t endure rough times or rise to new heights without a group of dedicated, resourceful employees working hard behind the scenes.
Every day, our employees commit to a greater purpose. They constantly expand their knowledge and skills, through learning sessions, employee resource networks and more. And they go above and beyond to support our members, customers and community at large.
Their integrity and tenacity were the catalysts for our accomplishments in 2024.
Highlighting our workforce development efforts
By offering a variety of opportunities for professional growth, we helped our employees flourish and thrive.
- Our Veterans ERN Coaching Program helped eight newly hired military veterans adjust to their jobs and our workplace culture. This voluntary, six-month coaching program paired each participant with a fellow veteran or non-veteran mentor who also worked at Blue Cross.
- Our Utilization Management department launched a six-month mentoring program that offered guidance on career and skill development to 21 employees.
- Our Commercial Markets division helped 10 of its employees learn new skills and build connections with colleagues. Program participants spent three months rotating through different departments in Health Plan Business while continuing to do their regular job responsibilities.
Going the extra mile to serve our community
Our workforce produced these meaningful efforts in 2024:
- Employees in our Service Operations call centers continued to provide invaluable support to members and health care providers.
- The Individual Small Medium Group, or ISMG, team helped a member whose spouse was in the hospital and needed medical equipment to be discharged. The team worked diligently to make sure the member had the information needed to get the equipment.
- The Blues Ops Support and Servicing team helped a member whose claims weren’t processing correctly. The team worked directly with claims experts in our enterprise to resolve the issue.
- The Complex Issue Resolution Advocates, or CIRA, team helped a cancer patient who wasn’t taking her chemotherapy medication as prescribed, because she couldn’t afford it. A CIRA advocate researched the situation and discovered that the member was enrolled in the Blood Cancer Foundation of Michigan and eligible for up to $1,000 per year toward drug copays.
- Our Blue Cross Coordinated Care℠ program nurse care managers continued to support our members who have complex or chronic health conditions. One of the program participants was a 37-year-old woman with diabetes, hypertension and a high-risk pregnancy. With help from her care team, the member delivered a healthy baby and experienced no postpartum complications.
- Our Health Care Value team helped chronic-pain patients transition to new care support, after their West Michigan medical group shut down all its locations with little advance notice. The Health Care Value team reached out to the Michigan Overdose Prevention Engagement Network to help patients avoid serious complications, such as withdrawal, illicit drug use or substance replacement.
- Our Senior Health Services Part B Help Desk Team continued to receive and respond to questions from health care providers and members related to Medicare Part B drugs. The team is tasked with helping members resolve any issues they have with obtaining their critical medications.
- Our Utilization Management team resolved a frustrating situation for a member whose spine injury was causing severe neck pain and pressure. When a prior authorization request was denied, our clinical liaison team found a better solution for the member that led to an effective, covered treatment option.
