BCBSNC Bright Spot

Unrelated to my LGLL, I called BCBSNC the other day to discuss an adjusted EOB that I received. It appeared to show that I was due a refund of a payment I had previously made to WFBH for services at the urology clinic. (I won't bore you with the gory details!) Being skeptical of ever getting money back from the health care industry I called BCBSNC Customer Service to ask about it. To my most pleasant surprise I got connected with an amazing young lady who was so over-the-top in her handling of the questions and subsequent discussion with my health care provider, I had to write a blog post about it. I've inserted below the letter I wrote to the BCBSNC CEO about her.

Despite my periodic bouts of cynicism about the health care industry, there are bright spots within that may yet convince me of its ultimate goodness. All my calls from now on will be to the Fayetteville, NC Call Center in hopes that I can speak with Brea again.

August 4, 2016

Mr. Gerald Petkau

Executive Vice President and Chief Operating Officer

Blue Cross Blue Shield of North Carolina

4615 University Drive

Durham, NC 27707

Dear Mr. Petkau,

I am a firm believer in giving credit where it is due and commending people who perform their jobs at a superior level. You have such a person in your Fayetteville Call Center by the name of Brea. I’m guessing that she is the only Brea on your staff there so her full identity can easily be ascertained.

I had the pleasure of speaking with Brea on Wednesday, August 3 to discuss an adjusted EOB that I received from BCBSNC. Brea was knowledgeable, friendly, courteous and above all a strong advocate for me in helping to resolve a billing issue with my health care provider, which ultimately resulted in a refund.

Brea initiated a three-way conference call with my health care provider so that we could all discuss the adjustment together. When I became annoyed with my health care provider’s explanation for why the refund was being withheld, Brea was able to calmly and diplomatically redirect the conversation by asking for alternative solutions. After that, I simply kept quiet and let this amazing young lady ply her trade and get to a solution that satisfied everyone. After the conversation ended, I effusively thanked Brea for her handling of the discussion with a billing clerk who was surly and becoming defensive. She has a future in the diplomatic corps!

Please pass along to Brea and her supervisor my sincere gratitude for her over-the-top assistance.

Best regards,

Wayne Turner