BCBS of Texas responds to customer service issues in wake of healthcare act

Statement from BCBSTX

Blue Cross and Blue Shield of Texas understands our members' frustration as they call our customer service line, which has experienced high volume and long wait times. We are working hard to support our new and existing members by adding call center representatives and extending our call center hours to 7 a.m. - 8 p.m. Monday – Friday and 7 a.m. - 5 p.m. Saturday. Our website is prepared to handle very high amounts of traffic for new enrollments and customer service requests. Members can visit the BCBSTX website (www.bcbstx.com) to find answers to frequently asked questions. We know that our members' time is valuable and we are working very hard to deliver the level of customer service they have come to expect from us.

We are working closely with CMS (CENTERS FOR MEDICARE & MEDICAID SERVICES) to identify any 'orphan' files and have been successful in enrolling those members as quickly as possible. We've put processes in place so that we're in constant communication with CMS to reconcile any of these files as they occur. We're here to best serve our members and are working hard to make sure the enrollment process is as seamless as possible for our members. It's important to note that the number of orphan files we are seeing are very low and are being reconciled in a timely manner.