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PegaWorld iNspire
June 11-13, 2023
Las Vegas

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Session: Customer Case Study

Blue Cross Blue Shield of Michigan Partners with EY to Improve Star Ratings

Date and Location

June 11, 2023, 7:00PM - 7:00PM


  • Amy Frenzel
    Vice President of Operations
    Blue Cross Blue Shield of Michigan

Blue Cross Blue Shield of Michigan (BCBSM) provides health benefits to over 4.3 million members. A key metric of member satisfaction is defined by the insurer’s star ratings, as determined by the Centers for Medicare & Medicaid Services. BCBSM was experiencing a decline in its star ratings due to operational and technical issues within its Grievances and Appeals process – with a potential impact of hundreds of millions of dollars in lost revenue. Discover how BCBSM engaged EY to assess the situation and initiate an extensive remediation program to address the issues.