Michelle L. Gaggini

Michelle GagginiVice President of Michigan Service Operations
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Michelle Gaggini is currently the Vice President of Michigan Service Operations at Blue Cross Blue Shield of Michigan (BCBSM).She is responsible for customer service for 2.5 million members, and has recently been assigned to establish the member servicing unit for Medicare.

She has had significant experience working with Blue Cross Blue Shield Association and other Blue plans on workgroups associated with performance expectations, standard setting, strategies and operational implementations.

Her current efforts at BCBSM include implementing best practices in customer service, benchmarking operational costs, and reduction of work drivers.

In her previous executive position, Michelle was Vice President of Medical Care Management and implemented Michigan's first disease management programs and an internal 24 hour nurse triage operation.She has also been executive in charge of NASCO operations and NASCO systems, in addition to spending a brief time as an executive in BCBSM's HMO operations.

Michelle holds a Master's Degree in guidance and counseling from Eastern Michigan University and a Bachelor's Degree in social science from the University of Michigan.

She is a member of the Board of Directors of Gleaners Community Food Bank, which serves the hungry people of Southeast Michigan, and also a member of the Board of Directors for Lutheran Social Services of Michigan.

Michelle Gaggini - Vice President of Michigan Service Operations (BSBSM)

Michelle Gaggini

- Michelle GagginiVice President of Michigan Operations

"We answer those calls 70% of the time in 20 seconds and our average wait time and que is about 45 seconds," explains Michelle Gaggini, Blue Cross VP of Service Operations.

By the time service reps answer a call, they already have your personal information in front of them.In the case of Blue Cross Blue Shield, that happens when you dial in your account number.

"This information, that comes to them telephonically, allows them to know perhaps whether the caller is coming from out of state, or whether perhaps is with a different group and did not tell us enough information for the call to be routed somewhere else," Michelle says.

Michelle L. Gaggini

Michelle Gaggini, Scott Sessler, join LSSM directors
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Michelle Gaggini of Riverview, vice president of Blue Cross Blue Shield of Michigan (BCBSM), and the Rev. Scott Sessler, pastor of Ascension Lutheran Church in Saginaw, have been elected to the Lutheran Social Services of Michigan Board of Directors.

Gaggini is vice president for Michigan Service Operations at BCBSM, where she is responsible for customer service for 3.2 million members as well as the company's Point of Service product, coordination of benefits and BlueCard operations.Her efforts include implementing best practices in customer service, benchmarking operations costs and reduction of work drivers.

Gaggini has a master's degree is guidance and counseling from Eastern Michigan University, and a bachelor's in social science from the University of Michigan.She is also a member of the board of Gleaners Community Food Bank.

Michelle Gaggini of Riverview, a vice president at Blue Cross Blue Shield of Michigan, and the Rev. Scott Sessler of Saginaw, pastor of Ascension Luthern Church, have been elected to LSSM's Board of Directors.Read more about them.

Michelle Gaggini of Riverview, a vice president at Blue Cross Blue Shield of Michigan, and the Rev. Scott Sessler of Saginaw, pastor of Ascension Luthern Church, have been elected to LSSM's Board of Directors.Read more about them.