Getting the Right Customer Support for Your Health Care Needs

Posted on May 3rd 2013 by Kate Warnock

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Not long ago, Caroline posted to Facebook to tell her friends about her experience dealing with a health scare. Instead of dwelling on her frustration in trying to find a diagnosis for her symptoms, Caroline sang the praises of our own Brad Behr, a Florida Blue service representative, who was able to give her the right customer support for her health care needs. "I would just like to take a second and publicly thank the customer service rep Brad at Florida Blue who spent 30 minutes on the phone with me to make sure a rare test was covered under my plan and to cross-check every possible exception..." she wrote on her Facebook page. But, first, let's back up to the beginning of her story. Caroline previously had Florida Blue group insurance, so she was familiar with Florida Blue benefits. Recently she switched to an individual policy. Caroline stopped in to our Florida Blue Center in Jacksonville to review her options face-to-face as opposed to shopping for insurance online. That's when she was greeted by sales representative, Cedric Gilyard.  Cedric and Caroline talked about her needs and budget and found a plan that was right for her. But little did she know that she would have to use her insurance benefits so soon. Caroline developed a recurrent rash that was not properly diagnosed by standard tests performed by two separate doctors. As the rash continued to come back, she decided to go to a gastroenterologist (doctor who focuses on the digestive system) when a friend suggested she might have celiac disease. In fact, Caroline did notice the rash flared up when she ate wheat — the exact trigger for celiac's debilitating symptoms. But when the doctor ordered a special celiac test through a lab in California, which might not be covered with her insurance, Caroline called Gilyard to help her find out the details. Ultimately, that phone call ended up saving her a lot of stress and money. Enter service representative Brad Behr. Brand and Cedric from Florida Blue Centers Gilyard quickly connected her to Behr, making sure they were both on the phone call and understanding her questions before he hung up. During the 30-minute conversation, Behr gave her the step-by-step process she needed to follow to ensure the test would be covered. "Brad also told me to write down his full name, time and date and his code in case my claim was denied, even though we did the due diligence," she wrote on Facebook. The lesson learned by Caroline was that she was able to utilize our center to help find the right answers for her situation, which saved her time and money. "Because of my personal conversations with Cedric and Brad, I will recommend my plan to every single friend who needs health insurance," she posted. As it turned out, Caroline tested negative for celiac disease, but she discovered she is sensitive to gluten. She shared this update with us: “That test that Brad helped me make sure was covered has allowed me to not drastically change my life and eating habits for something I wasn't sure I had. So I'm grateful! Since all of this, my skin rash hasn't come back, and since avoiding gluten, my other stomach issues have improved as well.” We’re grateful that Caroline was able to take charge of her health once she discovered that modifying her eating habits would alleviate her symptoms. We’re here to help you, too! Whether it’s help selecting the right plan, or learning how your benefits can save you money, your local Florida Blue Center is there to help.

Filed under: Education  


Kate Warnock

Kate Warnock is a member of the Florida Blue social media team and has loved being at the forefront of the social wave @FLBlue. A marketer with ten years’ experience, Kate is also a wife and mom to two children. When not at work, you’ll find Kate listening to NPR, reading The New Yorker and Cooking Light, and arriving two minutes late to yoga class.

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