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Health care is complex. We get it. Figuring out terms like deductible, in-network, coinsurance, and prior authorization isn’t easy. So, we’re working to make all of our materials easier to read and quicker to understand. We have rewritten hundreds of web pages, letters, brochures, and other materials. 

Here are 5 ways we’re making health care easier to understand:

Explaining the words

Members have asked us to explain complex words, or “insurance speak.” We heard you.  We avoid complex language whenever we can.  And we’ve added a glossary to most of our printed materials so you can easily learn the meaning of difficult terms. 

Team training

Our customer service team and case management nurses were trained to speak more clearly on the phone. They check for understanding and explain confusing issues as carefully as possible.

Website 2.0

We’re redesigning what members see online and how they use their health plan information. Blue Connect 2.0, our improved member website, makes Claims and Benefits (what members most want to know) easier to understand.  We’re also adding helpful guides, better graphics, and new resources. Plus, Contact Us phone numbers and emails are all in one place.

Personalized care in your neighborhood

We’ve opened three new Blue Cross NC centers in Boone, Charlotte, and Raleigh. At each store, you can speak face-to-face with trained staff and get answers to your toughest health plan questions in both English and Spanish. 

New apps to avoid hassle

In addition to using simpler words, we’re also working to change the way members, doctors, employers, partners, and agents find and use our products and services.  An example is Agent NC, our new mobile app for insurance agents serving people over 65. Agent NC makes applying for Medicare and Supplemental insurance much simpler – from explaining plan options to comparing plans to find the right one. Our agents can now help customers using an iPad. With secure applications and digital signatures, filling out insurance forms has gone from paper and snail mail to tapping a button.

We want to make it even easier to get the most out of your health care and your health care plan. We are committed to treating every customer like family and welcome you to call the number on the back of your member ID care, send a secure message via Blue Connect, visit a Blue Cross NC centers location, or message us on social media @BlueCrossNC with questions about your health care plan. We are here to help!  

 

Ingrid Morris

About Ingrid Morris

Ingrid Morris is a health care developer for Blue Cross and Blue Shield of North Carolina. She leads BCBSNC’s company-wide health literacy strategy. Ingrid holds a master’s degree in public health and has nearly 15 years of experience in health promotion, working with nonprofits, public schools, clinics and health insurance.

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