News : Blue Cross and Blue Shield of N.C. to Open Service Center
May 13, 2014 -- Blue Cross and Blue Shield of North Carolina announced plans to open a customer service center in Fayetteville by year's end that will likely bring more than 100 jobs to the area by mid-2015.
Jobs at the new regional call center will be full-time with benefits. Ryan Vulcan, spokesman for Blue Cross and Blue Shield, said the company is still working on details of the salaries that will be offered.
An announcement from Blue Cross said the company chose Fayetteville over several cities in the region because of its competitively priced properties, local education institutions and available workforce that includes veterans, military spouses and other skilled workers.
Blue Cross and Blue Shield has not chosen a location yet, Vulcan said.
"We are looking at several potential sites in Fayetteville and expect to choose a location within the next few months," she said.
All the potential sites are within Fayetteville's city limits.
Russ Rogerson, executive director of the Economic Development Alliance of Fayetteville-Cumberland County, said his organization has been working to recruit the company to town.
"We've been in discussions off and on for a little while now," Rogerson said. "And we still have a little work to do."
Rogerson said the alliance will continue to work with the company on choosing the location of the center.
"Blue Cross and Blue Shield is an excellent company, solid financially, solid in the community," he said, noting the insurer's plans to send volunteers to build a playground at Clark Park this weekend. "We're very pleased to have them invest in people and places in our community."
The jobs coming to Fayetteville are in addition to other service centers in Durham and Winston-Salem. However, the company also expects to begin a multiyear outsourcing of claims-related work to focus in-house employees on more complicated issues.
This move will result in job losses, but the company hopes to reduce the impact through attrition, workforce development and other opportunities within the company. Vulcan said most of these affected jobs are located in Durham.
According to Blue Cross and Blue Shield, the moves are designed to help the company improve service and efficiency while meeting the challenges and opportunities posed by the Affordable Care Act.
"Our goal is to focus our talented in-house workforce on more complex work where they can solve problems and touch customers more directly," said Alan Hughes, the company's chief operating officer. "Our employees are second to none when it comes to interactions with our customers and other complex functions.
"By shifting the more automated work of preparing claims for processing to an outside vendor," Hughes said, "we can maintain a sharper focus on these key areas."
Mayor Nat Robertson said he sincerely appreciates the company choosing Fayetteville for its new facility.
"Today's announcement represents a step forward for our community by bringing new jobs and economic opportunities to our residents," Robertson said. "We are excited to welcome Blue Cross and Blue Shield of North Carolina to Fayetteville."
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