BCBSSCBlue Cross and Blue Shield of South Carolina
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Watkins and her team logon to the My Insurance Manager-Provider secured section of BCBSSC's Web site (www.southcarolinablues.com) and use its self service functionality to find their own answers.
Among those who logon for self-help, "about 97 percent of the time, users are able to get the information they need without requiring more personal intervention." In the past, those who did require help could send a secure e-mail to BCBSSC and receive human intervention that way.
STATchat is BCBSSC's private label for Click-to-Talk technology available from CrystalVoice Communications, Santa Barbara, Calif.