Blue Shield of California members Kathy and Greg were visiting their daughter’s college in Colorado when Greg had a medical emergency and was admitted to a nearby hospital. Out of state and away from their usual vendors, Kathy called the number on the back of her membership ID card.
“Blue Shield was fantastic,” Kathy said. “They managed everything.”
This is just the latest example of the nonprofit health plan’s efforts to provide members with care worthy of family and friends and sustainably affordable. This work is recognized as Blue Shield was ranked #2 in California in JD Power’s 2022 US Business Member Health Plan Study.
“While it’s an honor to receive such high ratings, the positive responses and stories from members have been even more meaningful,” said Will Martin-Gill, vice president of product and customer strategy at Blue Shield of California. . “Our continuous work to provide an exceptional experience for our members is paying off.”
These efforts include providing tools to customer service teams that quickly put member information at their fingertips, reducing overall call time; facilitate online management of their member benefit plans; and engage members to ensure they understand their benefits and the value of their plan.
Kathy and Greg: Holiday turned upside down
Overwhelmed and worried about her husband, Kathy worked with a Blue Shield representative to quickly choose a hospital that met Greg’s needs, allowing Kathy more time to be there with him. Over the next few months, Blue Shield representatives dutifully answered Kathy’s questions regarding surgeries, hospital admissions, clearances, schedules and billing. When they finally returned home to California, Blue Shield helped Kathy find a new medical group and primary care physician better suited to Greg’s health needs.
Greg has a long road of treatments and procedures ahead, but the couple remain hopeful that one day they can return to Colorado to enjoy this fun trip they have planned with their daughter.
“When members have more information about the benefits available to them, they have a better experience,” Martin-Gill said. “It’s our job to make sure they have this information from the start, and we’ve been working hard to improve our member orientation.”
Burt: Overcoming Obstacles to Achieve Health Goals
Burt suffers from multiple chronic health issues and depression. Getting to medical appointments at many Southern California clinics was a challenge, especially after her bilateral knee surgeries. But that changed once he signed up for Blue Shield’s home care program through Landmark.
During his first home visit, a Landmark care navigator helped create a plan for Burt to achieve his health goals of losing weight and seeing an oncologist about the malignant tumor in his jawbone.
Even with these goals in mind, there were still obstacles. Burt didn’t know how to treat the tumor and was hesitant to see the oncologist, fearing the cost and traveling the distance to get there. Her care navigator continued to encourage her to seek medical attention, and it worked. Finally convinced, Burt received transportation services through Blue Shield and began receiving radiation therapy.
“Blue Shield of California and Landmark are the best things that have ever happened to me,” Burt said.
Today, Burt’s cancer is in remission. Although there is still some discomfort, he can move his jaw and neck much more freely. His morale is high and he is looking forward to finding a new job and getting back to work.
“Our continued focus on providing a high-quality member experience is an important part of our mission to create a healthcare system worthy of our family and friends and sustainably affordable,” said Martin-Gill.