Customer service representatives who take member calls are now Health Guides. Health Guides have completed scenario-based training to develop greater skill and sensitivity in extending the conversation with your employees. This sensitivity, along with their knowledge of Blue Cross resources and access to member information, lets them move beyond responding to an initial request to make sure your employees are aware of all the health resources and services available to them for making the most of their health.
Use these resources to inform employees that personalized help is just a phone call away.
Subject: Expert help is just a phone call away (MS Word) — Explains how Health Guides can help employees and how they can reach them.
Handouts / Q&A
Questions & answers about Health Guides (MS Word) — Answers common questions about what to expect from Health Guides.
Headline: Guidance to help you be your healthiest (MS Word) — Explains how Health Guides can help employees and how they can reach them.
Letters / memos
Letter to managers (MS Word) — Explain to managers what Health Guides do so they can answer questions from employees.
Headline: Service designed especially for you (MS Word) — Explains how Health Guides can help employees and how they can reach them.