Right care, right place,
We believe our members should be able to get high-quality health care where and when they need it, including in-home care and virtual resources. And amid the pandemic, affordability is more important than ever. That’s why we’re forging new partnerships to provide better access to mental health care, substance use disorder treatment, diabetes care, fitness and more.
Enhancing mental health services and support
Mental health is essential to our overall wellbeing, but research by the Blue Cross Blue Shield of Massachusetts Foundation has found many people who need mental health care struggle to find it. In 2021, we added more than 1,200 clinicians to our network, part of a trend of growth that has seen our mental health network grow by 37% over the past five years. We also expanded our network of affordable digital resources — for example, by adding Brightline as a provider. Brightline offers online pediatric care, including video therapy sessions to help kids and families with a range of common challenges, such as stress, anxiety and depression.
The pandemic also has created new challenges for our members struggling with addiction, so, in 2021, we contracted with AWARE Recovery Care to offer an in-home addiction treatment program designed to promote long-term recovery and prevent relapses.
“The hospital got me sober, AWARE kept me sober.”- says one client.
Improving our prescription drugs benefit
In 2021, we entered into two strategic partnerships aimed at improving health outcomes and lowering pharmacy costs for members and employers. Beginning Jan. 1, 2023, CVS Caremark will support our company in managing pharmacy benefit services for our commercial and Medicare groups and individual health plans. Prescription drug coverage is our members’ most-used benefit and we expect this new relationship to save our customers money while offering simpler, more convenient service.
In a second strategic partnership, we and four Blue Cross Blue Shield plans from across the country created Evio, a pharmacy solutions company that will use data from 20 million members to assess the effectiveness of selected drugs and help ensure the right medications get to every patient, where, when and how they need them.
A better member experience
Throughout 2021, we continued to develop innovative products and benefits. They include BlueFit, a new plan that offers $600 in incentives for healthy choices, comprehensive in-person and telehealth coverage, and additional financial protection with accident and critical illness coverage. BlueFit members can get reminders about preventive care such as routine checkups, and up to an additional $600 in fitness and weight-loss reimbursements with convenient online submission. Like all our members, they also get the support of Team Blue, our award-winning service team, and 24/7 chat support.
Other new offerings for our members include more convenient access to telehealth visits; an enhanced fitness reimbursement program that helps pay for home fitness equipment and activities that can boost physical and mental well-being; and an expanded list of medications employers can make available to their employees with a $0 copay, including diabetes testing strips and medications for smoking cessation and substance use disorder treatment.
When you reach out, we are here.
In 2021, we answered 1.4 million calls, processed 6 million transactions on MyBlue, and had 35,000 live chats with members online.
Guiding our members
as a trusted ally
We help our members find the right care, at the right time, at the right price, in the right place. For example, members can access Well Connection, Blue Cross' dedicated telehealth platform, which provides convenient care and mental health services. We also partner with practices like Firefly, which prioritizes real-time, online access to a “collaborative care” team of behavioral health specialists and primary care clinicians.
Our new Diabetes Navigator program provides tailored support and resources to Blue Cross Blue Shield of Massachusetts Medicare Advantage members with diabetes or prediabetes. And through a partnership with Boston-based nonprofit Community Servings, we provide up to eight weeks of medically tailored meals, at no cost, for eligible Blue Cross Medicare Advantage members after they return home from a hospital stay.
“I feel great knowing I can make a stressful time a little bit easier.” - Nurse case manager Daphne Matthews, who helps Medicare members get meals at home.