Minnesota Seniors: Medicare Priorities Include Helpful Customer Service, Delivered Locally
BLUECROSS BLUESHIELD MN
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Jan 06, 2024
Minnesota - Twin Cities Metro Area
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Every year, Blue Cross talks to seniors across the state to learn more
about their thoughts and feelings about health-related topics. For 2023, our
survey found that 71% of Minnesota seniors are prioritizing their health, which
is an increase of 4% over last year.
Having more seniors feel in control of their overall health is a trend
worth celebrating.
However, our survey also revealed how the process of enrolling in
Medicare can be daunting, with a lot of information to process and options to
assess. More than half of Minnesota seniors expressed some level of anxiety
when first learning about their Medicare plan options. Words like “perplexed”
and “overwhelmed” were often used to describe their apprehension.
Customer service is key to understanding
The good news is those feelings of uncertainty largely disappear once
seniors are enrolled in their Medicare plan and begin to use their coverage in
ways that best address their personal health needs. It also makes sense why the
importance of strong customer service among Medicare enrollees in Minnesota is
nearly universal (98%).
Here are a few more stats that show how seniors statewide approach
Medicare-specific customer service:
·
More than half (55%) of
Minnesota seniors agree that having a local health insurance plan staffed by
fellow Minnesotans can increase confidence.
·
71% of seniors call their
Medicare plan’s customer service line at least once a year. Primary reasons for
calling are to ask general questions about plan benefits, coverage and network.
·
Driving factors that make
a customer service experience positive include having a positive/respectful
interaction with the representative (58%) and receiving clear/helpful
explanations from the representative (55%).
The value of local support
We love all things Minnesota, and so do many seniors – more than half
agree that having a local health insurance plan staffed by fellow Minnesotans
gives them more confidence.
Backed by a service team of nearly 500 Minnesota-based Member Experience
Advocates, Blue Cross retains 95% of its Medicare enrollees from one plan year
to the next. The importance of local service is also reflected in the high rate
(85%) of Blue Cross Medicare enrollees who use the services of a Minnesota
insurance agent or broker.
Additionally, Blue Cross Medicare plans are top-rated by its members for
customer service, based on 2022 survey results from CAHPS (Consumer Assessment
of Healthcare Providers and Systems), a nationally recognized indicator of
member and patient satisfaction. According to Blue Cross data, more than
two-thirds (78%) of Medicare member calls are successfully resolved in a single
phone call.
Blue Cross member John Hines, the long-time Twin Cities radio
personality, just “aged into” Medicare last year. He relates to the complex
feelings that come with enrolling in a plan – not to mention the value of
effective, local customer service.
“It took a minute, but I’ve adjusted to thinking of myself as a ‘senior’
– and I’m proud of how I’ve kept my health top of mind in my first years of
Medicare,” said Hines. “Like so many of my friends and family over 65, I
appreciate having a friendly, knowledgeable voice on the other end of the line
when I call Blue Cross with questions about my plan. There’s nothing better
than knowing that I’m going to get answers from someone who also calls
Minnesota 'home'.”
Taking full advantage of your Medicare plan and resources is an important
part of maintaining your overall well-being – along with other core activities
such as staying active, eating healthy and spending time with loved ones. For
more health information and tips tailored to your needs, check out the latest
issue of thrive. magazine and visit this blog often.
Radio personality and Blue Cross member John Hines is a paid promotional
spokesperson for Blue Cross and Blue Shield of Minnesota.
- To view the original version of this article visit blog.bluecrossmn.com/longevity/minnesota-seniors-medicare-priorities-include-helpful-customer-service-delivered-locally/
- Seniors Blue Book was not involved in the creation of this content.
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