Alliance service center adds jobs, technology with move

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Growth and change have led to a new location and new technology for Alliance Blue Cross Blue Shield in Springfield. In May, the health insurance company's Springfield service center moved from its building at 3265 S. National to a new home at 3534 E. Sunshine. |ret||ret||tab|

"We had outgrown our facility on South National," said Site Manager Janice Milliken. The new location, which was remodeled to fit the company's needs, was necessary for growth, she said. |ret||ret||tab|

Virginia Kelly, communications specialist, said that the facility makes it possible for all of Alliance's employees to be together in one building, and it is equipped to meet the company's technology needs. |ret||ret||tab|

"When we moved into the new place, we started an evening shift of claims processing," she said. "The new facility allows us to hire more people and expand."|ret||ret||tab|

The move went smoothly, Kelly added. "There was no interruption of service for members or providers."|ret||ret||tab|

Since the move, the service center has added approximately 30 employees, and Treven Crider, manager of client services, said he is preparing to add another 10 workers who will start in November. |ret||ret||tab|

Potential Alliance employees undergo extensive testing, interviews and, to work in the customer service department, 10 weeks of training, Crider said. The amount of training necessary varies between different departments, he added. Training is provided on-site at the center's own training facilities.|ret||ret||tab|

Alliance now has a work force of around 250 people including regular and temporary staff, said Judy Miller, human resources manager. |ret||ret||tab|

The staff at the local service center is growing because of increased sales, additional products now being serviced through the Springfield operation and the need to replace a number of employees who have been promoted to other positions, she said.|ret||ret||tab|

"I think Blue Cross is getting the reputation of a good place to work," said Joyce Skelly, administrative assistant, adding that the company gets numerous calls from job seekers each week.|ret||ret||tab|

On the technological end, Alliance has recently added teleconferencing equipment that will connect the center in Springfield with operations in St. Louis and Cape Gir-ardeau. |ret||ret||tab|

The equipment, which is now being tested, will eliminate a lot of phone calls between the three offices as they coordinate their efforts, Miller said.|ret||ret||tab|

Another significant technological development, the conversion to a new computer system, is in the planning stages, according to Milliken. The new system, called Facets, "is for everything we do, from billing to paying claims to client service," she said. |ret||ret||tab|

Erisco, the software vendor for the Facets system, provides support and handles programming changes and updates. "Right now we are doing our own changes," she said. "This will be a more efficient way to work."|ret||ret||tab|

According to Kelly, a long-term plan is in place to implement the new system. "We hope to begin the transition next July," she said. The HMO program has already been switched over to Facets, but "the PPO program membership is substantial, and it will take a while," she said. |ret||ret||tab|

The transition will occur in phases to prevent any interruption of service, Kelly said. Miller added that Alliance will hire additional employees during the transition period.|ret||ret||tab|

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