Michelle Gaggini
Vice President of Michigan Service Operations
at Blue Cross Blue Shield of Michigan (BCBSM)

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.