Meet the people taking your call: BCBSTX Personal Health Assistant Keith

July 03, 2024

Tweet

2-minute read

Did you know that as a participant in a HealthSelect of Texas^® medical plan, including Consumer Directed HealthSelect^SM, you have access to live support when you have questions or need help using your benefits?

Get to know one of your Blue Cross and Blue Shield of Texas (BCBSTX) Personal Health Assistants and learn how he supports HealthSelect participants.

Meet Keith

How did you get started in your role?

I've been supporting HealthSelect participants for seven years. During that time, I've worked as a Personal Health Assistant, among other responsibilities. I'm now on the Member Assist Team.

What does a typical day look like for you?

My activities vary day to day depending on what's needed, but my responsibilities include working with participants who may need a little extra support and doing research to help resolve claims that are held up due to missing information. I also help support other BCBSTX Personal Health Assistants by listening to calls and providing feedback on how they can improve.

What do you like best about your job?

My favorite part of the job is being able to help HealthSelect participants. One time, a participant shared with me he had paid several thousand dollars out of pocket when his claim went unpaid because the provider didn't submit the correct information. I made some calls and was able to resolve the issue and provide a reimbursement to the participant. It was very satisfying when the participant told me, "I've been trying to resolve this for two years, and you got it done in a week and a half!" It's also a good reminder that it's usually a good idea to ask for help. After all, that's what we're here for.

In every situation, as long as the participant has been taken care of, and I've done the best I can and communicated with them regularly, I've done my job.

What are your favorite hobbies or activities outside of work?

I love to read. I am also a big fan of BritBox (an online streaming collection of British TV shows and films). I enjoy visiting museums and antique shopping and am active in the recovery community both locally and internationally.

What is an interesting fact about you that people may not know?

I once had breakfast in Dallas, lunch in New York City, dinner in Miami and then flew to Cancun the next morning.

BCBSTX Personal Health Assistants are just a phone call or live chat away

You can reach a BCBSTX Personal Health Assistant like Keith over the phone, chat or via secure messaging. Call a BCBSTX Personal Health Assistant toll-free at (800) 252-8039 (TTY: 711), Monday - Friday. 7 a.m. - 7 p.m. CT and Saturday, 7 a.m. - 3 p.m. CT, or via live chat Monday - Friday, 8 a.m. - 5 p.m. CT. Secure messaging is available 24 hours a day, and you will receive an email response in one to two days. Secure chat and secure messaging are available once you are logged in to Blue Access for Members^SM.