Blue Cross Blue Shields On Twitter
A few Blue Cross Blue Shield divisions recently started Twittering, talking about health issues, saying nice things about their company and proactively reaching out to patients complaining about their services: @BCBSIL, @BCBSNM, @BCBSTX, @BCBSOK.
If you have a claim you think was unfairly denied, it's worth giving them a shout.
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Comments:
Once again I will decry the use of a trendy high tech interface as the secret conduit to actual customer service. That's not to say I think having a twitter interface to a company is a bad thing, but let's face it, you shouldn't have to discover what is essentially a back door to the company just to get treated fairly.
Companies using twitter to "get things done" take note: this is a good start but you damn well better be reworking your normal CS channels to provide the same level of service to customers no matter what method they use to contact you.
i'm with jtheletter. i call BS on this. why should i have to use fancy web 2.0 crap to get them to do what they should have done in the first place?
So I take it that only the states of Texas, Oklahoma, New Mexico and Illinois are currently represented?
That twitter bird looks really surprised. Maybe Blue Cross Blue Shield just fixed someone's claim, and the twitter bird is stopped mid-flight in absolute shock.
What do you mean? People are not happy with health insurance companies? As long as you pay them, never call any of the idiots that work at their call center, and never make any claims you will have no problems.
Its like people expect to get what they pay for or somthing....
this explains why they are too busy to answer the phone
I bet people made the same comments when phones were introduced to replace face to face customer service. There are 21st century people out there who would rather use the web. What is so wrong with that?
@Datacloud: Neither of the 3 important ones to me are on that list :( BCBS MA, BCBS FL, and Anthem Blue Cross CA
Replace it with the Crow of Despair or perhaps the Vulture of Denied Claims.
Just in case you are wondering why these four did this all at the same time, it is becasue they are all basically one company. These four Blues are all owned by the same parent company, Health Care Service Corporation. So there is probably only one or two people total monitoring twitter for all four Blues.
I seem to be having trouble replying. I'm with muckpond and jtheletter. It's not that I mind having the option of tweeting (or online chatting) with customer service reps - it's that you should get the same level of service regardless of which medium you use to contact the company. (Granted, if you're doing it by mail, it might take a little longer).
Most people cannot go online whenever they need a problem resolved with their insurance company - whether that's because they don't have access to a computer + connection, or familiarity with the technology.
Plus, the limitations of twitter make me wonder if it's the best way to discuss what's probably a complicated medical billing issue.
Nice image, is that their new logo? The bluebird of emptyness?