Vice President of OperationsBlue 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.