News : Blue Cross Laying Off 165 Customer-service Reps
Durham, NC, USA, May 17, 2017 -- Blue Cross and Blue Shield, is laying off 165 customer service reps, many of whom were brought in last year to enroll customers under the Affordable Care Act.
The majority of those affected work in Durham but also include the company’s Fayetteville and Winston-Salem offices.
The Durham-based insurer beefed up its customer-service staff last fall after being hit with a $3.6 million state fine for widespread problems during open enrollment in early to mid-2016. The N.C. Department of Insurance levied a record fine against Blue Cross after thousands of customers complained of billing and enrollment errors, and hours of waiting on hold for an available customer service representative.
....NOTE - content continues below this message
SPONSOR MESSAGE: INVITATION!
We invite you and your colleagues to take a couple of days out of your busy schedule to join us and the elite in the industry to listen to the NEXT GENERATION Contact Center & Customer Engagement Best Practices.
"We wanted to increase our staff for preparation for the 2017 open enrollment period," Blue Cross spokeswoman Ryan Vulcan said. "After we concluded, we’re back down to support the current customers."
It was unclear whether the employees were told when they were hired that the jobs were temporary. But Vulcan said the employees are eligible for severance pay.
Blue Cross confirmed the layoffs Wednesday. The jobs will be terminated in June and will affect Blue Cross staff, contractors and vendor call-center workers, Vulcan said. Blue Cross will still have 935 customer service representatives after the layoffs.
In addition to last year’s enrollment snafus, Blue Cross was also preparing for a significantly higher ACA enrollment this year. The company was expecting an additional 260,000 people to enroll for 2017 after two other insurers – Aetna and UnitedHealthcare – withdrew from the federal insurance marketplace this year.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Share Information
More Editorial From Blue Cross Blue Shield
About Blue Cross Blue Shield:
Blue Cross Blue Shield of Michigan is a nonprofit corporation and independent licensee of the Blue Cross and Blue Shield Association.
Published: Friday, May 19, 2017
|Blue Ocean Contact Centers|
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection o...
|Horizon Contact Centers|
Horizon is an on demand international Contact Center and (BPO) Company.
For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing s...