At Blue Cross Blue Shield of Massachusetts, we’re proud to be part of the most innovative health care system in the country–and we’re committed to working with others to make it better, more affordable and more equitable in the years ahead.
Sarah Iselin
President and CEO
Our impact report shares stories of how, in 2024, we showed up with purpose as a responsible business and corporate citizen. As always, we are proud to affirm our commitment to Massachusetts—leading with steadiness, compassion and profound gratitude for our partners.
Jeff Bellows
VP, Corporate Citizenship and Public Affairs
Our company
Headquartered in Boston, we are a community-focused, tax-paying, not-for-profit health plan, consistently rated among the nation’s best health plans for member satisfaction and quality.
2024
Who we serve
3 Million
medical members
1.9 million
pharmacy members
1 million
dental members
20,000
employer customers
We hold ourselves to the highest standards of corporate responsibility, financial stewardship and community impact. That’s because we’ve been around for nearly 90 years, and we fully intend to lead and serve for many more.
Dawn Perry
Chief Risk and Audit Officer, Senior Counsel and SVP
Our Mission
At Blue Cross, we show up for everyone like they’re the only one—by guiding people to the exceptional health care they deserve. Affordably. Equitably. Seamlessly.
Health Plan Quality
Blue Cross health plans were among the highest rated in the country for member experience and clinical quality in 2024.
Our Commercial PPO plan earned the top rating in Massachusetts and was one of only three plans nationwide to earn 5 out of 5 stars, according to the National Committee for Quality Assurance (NCQA).
Our Commercial HMO/POS plan earned 4.5 out of 5 stars.
Our Federal Employee Program received the Plan Excellence Award for the 10th time.
US News & World Report named us a Best Medicare Advantage Plan in Massachusetts.
Financial Stewardship
We aim to make sure premiums maximize our members‘ access to high-quality, affordable health care.
How your premium dollar is spent:
- 90¢ on medical and pharmacy care for our members, including hospital services, physician services and prescription drugs.
- 10¢ on administrative costs, including taxes and assessments, contributions to reserves, pay and benefits, technology and facilities maintenance.
Read how we manage premiums and expenses.
Operating Responsibly
As the state’s largest not-for-profit health insurer, we’re committed to running our business with stability, integrity and transparency. Our governance programs and policies include:
Read more about our corporate governance.
Blue Cross’ independent board of directors brings a variety of skills, expertise and perspectives to their governance roles, ensuring firm, principled oversight of Massachusetts’ largest private health plan.
Corey E. Thomas
Chair and CEO, Rapid 7, and 2024 Vice and Incoming Board Chair, Blue Cross Blue Shield of Massachusetts
Our Members and Employer Customers
Our #1 Priority is Affordability
Rising costs are affecting everyone. At Blue Cross, we’re committed to working with anyone and everyone to make health care more affordable.
9%
Increase in our spending on health care services over 2023
40%
of Massachusetts residents delayed seeking care due to costs, according to a survey we conducted in 2024
10%
Increase in the size of our primary care network over the past five years
Strengthening primary care helps improve outcomes and overall health care affordability.
Mark Friedberg, MD
SVP, Performance Measurement and Improvement (pictured)
Read what we did in 2024 to address costs, quality, access and equity.
Supporting Our Members’ Health
Newly redesigned in 2024, our MyBlue mobile app empowers members to navigate their health care journeys with confidence and more easily than ever. Watch how it works:
Read transcript
So proud on the way the team was able to come together around our new vision for the mobile app, which is a platform that enable our members to navigate their health care journey with confidence, and really meet them where they are at the time that matter most.
This mobile app has been re-imagined, re-designed and re-platformed. And we based this all in research and data. We continuously prioritized user top task that they want to do in this platform.
During this project, we tried to put ourselves in member shoes. You think of the mom in the minivan, who has a sick child, and they are flying to urgent care, how do we make this app easily accessible to her. Those are the members we are thinking about when designing this app.
Because we put the member at the center of this project, we spent a lot of time and energy researching best in class experiences and what make those so successful.
We even went as far as stepping out of health insurance realm and looking at dating apps and stock investment apps.
For this project we redesigned the MyBlue application using Reactnative. This technology is specific to mobile app development and this is something that will allow us to upgrade our application as mobile technology advances.
I collaborated with multiple teams from different areas. Something like design, database, business analytics and even member services. I would say that everyone brought in different skills and perspectives and this is something that really helped u create a batter experience for the new app.
I am so grateful to be part of this team. With so many cross functional team members working for the last 8+ months, it takes a village to bring this product.
We sort of looked at having almost 8 product managers working simultaneously on this project. 20+ engineers working in 4 different teams, spread across the North American geography in the near shores, to get the optimal time for us to get the app delivered on time.
I am so thankful to the full team, product engineering, our design and research teams that have come together to deliver a new MyBlue app un under a year, and extremely grateful to all of the testers and beta users that have helped us along the way to bring this to fruition.
So this is not the end. We are going to be continuously monitoring and researching for additional improvements that we can add to your mobile app. We’re already planning ahead into 2025, for example our pharmacy tools, like finding pharmacy, pricing a medication and medication renewals.
I’m so excited to be able to launch this app, with our team, celebrate, taking a step back and say thank you to everybody and celebrate this win.
Our Communities
Corporate citizenship is an essential part of our efforts to build healthier communities across Massachusetts.
A force for Positive Change
$6.6 million
in corporate contributions to 363 not-for-profits
$3.9 million
in Blue Cross Foundation grants to 82 community organizations
25 years
in volunteer service and in-kind support
$1.8 million
of leadership in supporting small businesses
25 million
Bluebikes rides taken since the program’s inception
Blue Cross is a six-time honoree of The Civic 50, a list of the most community-focused companies in the U.S., according to Points of Light, the world’s largest organization dedicated to volunteer service.
Additionally, we were named National Health Care Sector Leader two years in a row for work done in 2024.
Read more about corporate citizenship.
A healthier Massachusetts isn’t something we can achieve alone. By investing in, advocating for, and partnering with our not-for-profit and civic leaders, we strengthen the very communities we serve.
Yvonne Tang
Senior Director, Corporate Citizenship and Social Impact
Building trust-based relationships
Our community partnerships are rooted in the principles of “trust-based philanthropy,” a movement to reimagine the relationships between funders, not-for-profits and the communities they support.
- We believe in centering not-for-profit voices to guide our work.
- Our work addresses the social drivers of health, which are the social and economic conditions that affect the health of our communities.
- We prioritize trust and accountability with streamlined policies and reporting.
- We offer support beyond funding through thought partnership, pro bono volunteer support, workshops and convenings.
Blue Cross’ Health Justice Partnership and Grant Program has been a great resource for us. It’s very helpful to make connections with fellow not-for-profit leaders, talk about our mutual challenges and exchange ideas.
Liz Wiley
Executive Director, Marion Institute and Frogfoot Farm (pictured, center)
Supporting Small Businesses
In 2024, five health care startups led by equity-driven entrepreneurs participated in our Health Equity Business Accelerator program.
“Our business accelerator participants are already making a difference in health care,” said Michele Courton Brown, chief business inclusion and belonging officer for Blue Cross (pictured, front row, third from left). “We’re thrilled to help them grow by offering a collaborative space and strategic resources to propel them to the next level.”
Learn how we support economic development.
Our People
Our goal is to foster a culture where employees can do their best work while living healthy and meaningful lives.
4,300
people work at Blue Cross
1,000+
participated in a career development class or e-learning
#2
How our benefits ranked among 15 Fortune 100 “Best Employers,” according to a 2024 peer review
10
employee resource groups are available and open to everyone
85%
of employees volunteered in 2024
Career growth doesn’t happen by chance. It’s a team sport built on relationships.
Catherine LeSki
Senior Director, People Strategy and Development (pictured, left)
A designation recognizing our family-friendly policies
Best Massachusetts Employers 2024
For exemplary worksite health promotion from the Worksite Wellness Council of Massachusetts
Total Rewards
Newly expanded and modernized in 2024, our “Total Rewards Philosophy” emphasizes comprehensive support beyond pay for our colleagues.
Learn what we’re doing to make Blue Cross a great place to work.
I love how Blue Cross makes space for us to bring together our unique backgrounds and perspectives and make something beautiful. Each strand in the fabric of our culture makes us stronger, more colorful and more connected.
Tracy Muniz-Gately
Senior Product Manager, Employee Resource Group Leader
Serving the community
Our company’s best-in-class volunteer program lets employees use paid time to support our not-for-profit partners.
- For flexibility and inclusion when volunteering, colleagues can serve on projects at our Boston and Hingham offices, in the community or virtually.
- Social impact education and professional development is available for new, mid-career and tenured employees.
- In our skills-based volunteer program, they can serve as thought partners and consultants to help not-for-profits solve operational challenges.
Learn more about volunteering and civic engagement.
There are so many different ways to be involved in the community at Blue Cross, and you can choose the way that’s right for you.
Jeannie Cai
Corporate Compliance Analyst, 2024 Excellence in Service Award Winner
Service Day 2024
In a powerful show of commitment to communities across Massachusetts, 3,000 employees took part in our 14th annual companywide day of service in September.
Watch our BlueCrew volunteers in action:
Read transcript
We’re in the quadrants and we’re observing all of the natural species that grows. They’ll be able to use all this research to understand what crops are natural to this space and the environment.
I feel like helping my community where I grow up is more beneficial because I’m helping other kids in this community for them to have a safe environment and camp to be able to go to in their neighborhood.
For us to get this kind of help. We’ve got 20 something people coming out today. Tasks that would our team weeks to accomplish that will get done today.
Go Blue Cross!
Our Environment
Protecting the environment is an important way we promote good health and manage our company responsibly.
6.1%
reduction in our carbon emissions over 2023
95%
of food waste was composted from our kitchens
150
employees spent 1,500+ hours cultivating our company garden in Hingham
114
pieces of furniture were donated to not-for-profits following our Quincy office closure
Good environmental stewardship means treating natural resources with respect in every decision. We use each choice to protect our communities and the planet we share.
Austin Crumpton
Associate Director, Climate and Health Resilience
Good Stewardship Is Good Business
Blue Cross is committed to being a carbon neutral and zero waste company by 2030.
Lowering emissions and reducing waste aren’t just good for the environment—they’re vital for the health of our members and communities. Embracing sustainable practices also shows we run our operations efficiently and manage costs wisely.
How can we ever thank you enough for this amazing generosity! We were in desperate need of tables and chairs for our after-school students, and Blue Cross came through!
Karen S. Smizer, MNP
Director of Philanthropy, South Shore Stars (pictured)
Partnering for Impact
In August, we hosted sustainability experts from across Massachusetts to discuss strategies for promoting climate action in the public, private and not-for-profit sectors. The event was co-chaired by Blue Cross, Boston Medical Center and Boston Children’s Hospital.
I enjoy my days when I am in the office and have an opportunity to spend time working and playing in the company garden. We had a great season, and I’m really looking forward to another great year.
Dawna Reske
Pricing Senior Analyst
