Intern - Customer Experience

With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.

Detroit, MI

Blue Cross Blue Shield of Michigan (Internships)

Our Mission: We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health. Our Customer Commitment: We aspire to be clear and simple, to help you make the right choices, to offer valuable coverage, and help you get quality health care for you and those you love. Our Commitment to our Social Mission: Increasing access to affordable health care Enhancing the quality of care patients receive Improving the health of Michigan&rsquo;s citizens and communities.&nbsp; <p><br />Our employees are eligible for several great perks:</p> <ul> <li>Comprehensive medical, dental and vision insurance</li> <li>401(k) with company match</li> <li>Annual bonuses</li> <li>Tuition assistance</li> <li>Paid parking</li> </ul>

keywords: insurance,teamwork,learning,analysis,operations,teamwork,analysis,network,preferred skills,personality,knowledge,skills


Paid Internship

Overview: <p>This is working on a specific project with the Customer Experience team to assess and improve our member experience. The work is based on a data-driven understanding of what our members want from Blue Cross and applying customer experience techniques to identify and create better experiences. This is not about &ldquo;getting coffee&rdquo;, it&rsquo;s a roll-up your sleeves and &ldquo;let&rsquo;s go solve this problem&rdquo; opportunity. By the end of the summer, the intern will:</p> <ul> <li>Learn and apply experience design techniques and best practices.</li> <li>Learn the basics about health insurance, and more importantly how to communicate those basics in a clear and simple way.</li> <li>Have the opportunity to the network across the company and learn about how a large organization works and the different types of roles that are available.</li> <li>Make an impact on the lives of Blue Cross members in Michigan and across the country.</li> <li>Have fun with a group of dedicated and caring group of professionals.</li> </ul>
Responsibilities: <ul> <li>Help collect, track and assess specific attributes of the phone conversations Blue Cross members have with our customer service agents. This is a critical part of a project where the Customer Service and Service Operations teams are analyzing all parts of phone conversations and using iterative design techniques to create ways our members can better understand their insurance coverage.</li> <li>Participate in the corporately sponsored activities available to interns. There are multiple opportunities to network with peers and do a team-based project.</li> <li>Other special projects as they arise &ndash; and they will.</li> </ul>
Requirements: <ul> <li>Naturally inquisitive person who often asks &ldquo;why&rdquo; things are like they are. <ul> <li>Experience design is done by people who are observant.</li> <li>They routinely notice details like colors, lighting, seating arrangement etc. when walking into a room, or the details about how someone dresses, speaks etc.&nbsp;</li> </ul> </li> <li>A broader context, regarding were the member/customer is coming from and where they are going, with respect to mind-set and expectations. The member expectations can have a big impact on the design of the actual interactions we set up and support.</li> <li>MS Excel skills required, database a plus.</li> <li>Excellent communicator.</li> <li>Strong interpersonal skills - ability to work with a broad set of people with different backgrounds, ages, expertise and personality types.&nbsp;</li> <li>Ability to review data and observe and identify patterns and trends.</li> </ul> <p><strong><u>Preferred</u></strong></p> <ul> <li>Past research experience.</li> <li>Call center, customer service experience.</li> <li>Data base software (e.g., MS Paradox).</li> </ul>