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CHOOSE THE CARE THAT'S
RIGHT FOR YOU
If your medical plan has the Hospital Choice Cost Sharing feature, what you pay for certain services depends on where you choose to get care. Knowing how it works can help you avoid unexpected costs.
HOW HOSPITAL CHOICE COST SHARING WORKS
Your cost share is what you pay out of pocket for things like copayments and co-insurance, and depends on the factors below.* These factors can help you determine the most cost-effective options for your care.
Facility
Your cost for certain services will vary, based on the hospital or facility where you choose to receive care.
Services
Hospital Choice Cost Sharing only applies to certain services, listed below.
Provider affiliation
Choose health care providers who are affiliated with lower cost share facilities.
TYPES OF SERVICES AFFECTED BY HOSPITAL CHOICE COST SHARING**
|
Categories of service |
Examples |
|---|---|
|
Outpatient diagnostic lab services |
Blood tests, strep test |
|
Outpatient diagnostic X-rays and other imaging tests |
Ultrasounds, non-routine mammograms |
|
Outpatient diagnostic high-tech radiology |
CT scans, MRIs, PET scans, nuclear cardiac imaging |
|
Inpatient care |
Maternity care, joint replacement |
|
Outpatient day surgery |
Arthroscopic knee surgery, hernia repair |
|
Outpatient physical, occupational, and speech therapy |
N/A |
Freestanding labs and imaging centers
- Facilities like Quest Diagnostics always provide care at a lower cost share. They are a convenient, budget-friendly alternative for service like lab work, MRIs, and outpatient surgery.
Emergency care
- Emergency room (ER) visits require an ER copay. In an emergency, always go directly to your nearest ER or call 911. Your copay is waived if you're admitted to the hospital or there for an observation stay. The amount you'll pay for emergency care is the same regardless of hospital location.
HOW TO AVOID UNEXPECTED COSTS
Use our Find a Doctor & Estimate Costs tool
Sign in to MyBlue and find your provider using the Find a Doctor tool. Then click Hospital Affiliation to see if higher-cost or lower-cost Hospital Choice Cost Sharing applies to your provider’s facility.
Call your provider
To help make a cost-effective decision, call your provider’s office and ask which facilities they’re affiliated with.
* Massachusetts law allows qualifying members with a serious health condition, like cancer or cystic fibrosis, to continue receiving care at certain higher-cost facilities and pay a lower cost for up to one year. This benefit only applies in certain situations and is based on how you purchase your health insurance coverage.
** Your actual costs and plan design may be different from the examples provided here. To see your actual out-of-pocket costs, be sure to check your plan benefits documents.
UPDATE ON COLONOSCOPY SEDATION COVERAGE
On January 1, we began enforcing a longstanding policy intended to ensure that our members get the appropriate care when they undergo important gastrointestinal screening procedures such as colonoscopies.
Since then, it’s become clear to us that there is confusion about the policy and the reasons for it. The confusion stems from inaccurate information about our coverage for the different types of sedation available to members for these procedures.
The purpose of our action was to ensure that our members receive the type of sedation most clinically appropriate for them and consistent with national medical guidelines.
Given the confusion, we’ve decided to pause enforcement of this policy while we work to make sure our members understand all their options for colon cancer screening and sedation and that they feel confident they’re getting the care that’s best for them.
Colorectal cancer is the second leading cause of cancer deaths in the United States, but screening reduces the risk of dying from this form of cancer. We encourage our members to talk to their primary care doctor about all their screening options, including at-home tests and colonoscopy, and what type of sedation may be best for them.
Types of Sedation for Colonoscopies and Upper Gastroenterology (GI) Endoscopies
There are two different types of sedation that are commonly used with these procedures:
- Deep sedation (also referred to as monitored anesthesia care or MAC) typically uses a drug called propofol. With this medication, you cannot be easily woken up, cannot respond to verbal commands, and may require intubation. Medical evidence suggests propofol should be limited to patients with specific risk factors or medical conditions. With deep sedation, patients cannot drive after the procedure and must have an escort to take them home.
- Moderate sedation is a level of sedation where a patient receives enough medication to feel very relaxed or sleepy, but can still respond to verbal commands. Patients typically don’t remember the procedure. Even with moderate sedation, patients cannot drive after the procedure and must have an escort to take them home.
Frequently Asked Questions
No. There is no change to our existing medical policy 154. We are again sharing and reinforcing our current policy – which is based on guidelines published by the American Society for Gastrointestinal Endoscopy - and asking providers to follow specific billing procedures.
This is not accurate. Your benefits for sedation with colonoscopy have not changed. Any member with a clinical need for deep sedation (sometimes known as monitored anesthesia) will still be able to get it at no additional cost.
You do not need to do anything. You can receive deep sedation when your doctor determines it’s most appropriate for you.
Deep sedation is covered for Medicare Advantage members who are aged 70 and older. For Medicare Advantage members younger than 70, deep sedation is covered when specific risk factors or significant medical conditions are present or when there is a clinical need as identified by their doctor. Examples of covered diagnoses include, hypertension, diabetes, dementia, heart condition.
No. Deep sedation is covered for all members younger than 18.
Know your colorectal cancer screening options
Colorectal cancer screenings are too important to miss. That’s because when colorectal cancer is found and treated early, there’s a 90% chance of survival after five years.
All of the screening types below are recommended by the United States Preventive Services Task Force. If you are 45 years of age or older and at average risk for colorectal cancer, you have options and can choose the type of screening you want.* The best screening test is the one that fits your lifestyle most easily!
COLORECTAL CANCER SCREENING OPTIONS
| Fecal Immunochemical Test (FIT) | Cologuard | Colonoscopy | |
|---|---|---|---|
| What happens during the test? | You will use a kit to collect a stool sample at home and mail it to a lab for testing. | You will use a kit to collect a stool sample at home and mail it to a lab for testing. | A doctor will use a long, flexible scope to examine your entire colon for polyps. |
| How does the test work? | The stool will be tested for trace amounts of blood that could be a sign of cancer. | The stool will be tested for blood and DNA markers associated with colon cancer. | The test can find and remove abnormal growths and cancer. |
| Where do I take this test? | At home | At home | At medical facility |
| Do I need to prepare for the test? | No. Prep is not required. | No. Prep is not required. | Yes. You will need to start a liquid diet and use a laxative the day before your test. You also need to fast the morning of your test. |
| Do I need to take time off from work or other activities? | No. It only takes a few minutes to collect and prepare the sample. | No. It only takes a few minutes to collect and prepare the sample. | Yes. You will need to take 1-2 days off work and have someone drive you home after the test. |
| How many years can I go between screenings? | One | Three | Up to ten years |
| What happens if my test is positive? | This test is positive about 10% of the time. If positive, your doctor can help you schedule a zero-cost colonoscopy. | This test is positive about 20% of the time. If positive, your doctor can help you schedule a zero-cost colonoscopy. | Many growths found during a colonoscopy can be removed during the procedure. |
| What are next steps if I think this test may be right for me? | Talk to you doctor, who can order a kit at no cost to you. | Talk to your doctor or visit Cologuard’s website to learn more and order a kit at no cost to you. | Talk to your doctor. Colonoscopies with in-network providers are covered at no cost to you. |
*Your risk of colon cancer might be above-average if you have ever been diagnosed with colon cancer, had a polyp removed from your colon, had any close relatives (such as parents or siblings) who have had colon cancer, have inflammatory bowel disease (Crohn’s disease or ulcerative colitis), or have ever had a health care provider tell you that you have a higher-than-average risk of developing colon cancer. If any of these situations apply to you, please contact your primary care provider for guidance on your colorectal cancer screening options.
NASCO MOVEit Privacy Incident
NASCO, a third-party provider of benefits administration services to health plans, used a third-party software application, MOVEit Transfer by Progress Software (“MOVEit”), to exchange files. On May 30, 2023, NASCO experienced a data security incident, due to a previously unknown vulnerability in MOVEit, in which a threat actor acquired data from NASCO’s MOVEit server. When NASCO learned of this incident on July 12, 2023, it promptly took steps to secure its systems, notified law enforcement authorities and launched an investigation that found that some of the acquired files contained the personal information of certain health plan members. NASCO is providing notification to impacted individuals and offering them 24 months of complimentary enrollment in Experian’s identity monitoring services.
The information involved in the incident included the following data elements of some health plan members: [name, demographic information (including social security number, address, phone number, gender, date of birth), phone number, health insurance number, medical ID number, date of service, medical device or product purchased and provider/care giver name.] Importantly, not every affected individual had all of these data elements impacted, or the same combination of data elements impacted.
NASCO takes the protection of personal information seriously as data privacy and security are among our highest priorities. Upon discovering the incident, we promptly took steps to mitigate the risk to our customers and personal information. We encourage affected individuals to enroll in the complimentary identity monitoring services, to remain vigilant against incidents of identity theft and fraud, to review their account statements, and to monitor their free credit reports for suspicious activity and to detect errors. Affected individuals should also review benefits documents that they receive from their heath plan to confirm that you received the health care services described. The Reference Guide below describes some steps individuals can take to protect their information.
If you are an impacted health plan member with questions about the incident or how to enroll in Experian identity monitoring services, call 1-855-873-7643, Monday through Friday between 9:00 a.m. and 11:00 p.m., and Saturday and Sunday between 11:00 am and 8:00 pm Eastern Time, excluding major U.S. holidays.
We apologize for any inconvenience or concern this may cause. NASCO takes security very seriously and protecting your information is among our highest priorities. We have applied additional safeguards within our environment to further enhance threat prevention.
REFERENCE GUIDE
Affected individuals should remain vigilant for incidents of fraud and identity theft by reviewing credit card account statements and monitoring credit reports for unauthorized activity.
Credit Reports. Under federal law, U.S. individuals are entitled to one free copy of their credit report every 12 months from each of the three nationwide credit reporting agencies. You may obtain a free copy of your credit report by going to www.AnnualCreditReport.com or by calling (877) 322-8228. You also may complete the Annual Credit Report Request Form available from the FTC at www.consumer.ftc.gov/articles/pdf-0093-annual-report-request-form.pdf, and mail it to Annual Credit Report Request Service, P.O. Box 105281, Atlanta, GA 30348-5281.
You may contact the nationwide credit reporting agencies at:
| Equifax | Experian | TransUnion |
| P.O. Box 105788 Atlanta, GA 30348 www.equifax.com (800) 525-6285 |
P.O. Box 9554 Allen, TX 75013 www.experian.com (888) 397-3742 |
P.O. Box 2000 Chester, PA. 19016 www.transunion.com (800) 680-7289 |
Fraud Alerts. You may place a fraud alert on your file by calling one of the three nationwide credit reporting agencies above. A fraud alert tells creditors to follow certain procedures, including contacting you before they open any new accounts or change your existing accounts. For that reason, placing a fraud alert can protect you, but also may delay you when you seek to obtain credit.
Credit Freezes (for Non-Massachusetts Residents): You may have the right to put a credit freeze, also known as a security freeze, on your credit file, so that no new credit can be opened in your name without the use of a PIN number that is issued to you when you initiate a freeze. A credit freeze is designed to prevent potential credit grantors from accessing your credit report without your consent. If you place a credit freeze, potential creditors and other third parties will not be able to get access to your credit report unless you temporarily lift the freeze. Therefore, using a credit freeze may delay your ability to obtain credit. In addition, you may incur fees to place, lift and/or remove a credit freeze. Credit freeze laws vary from state to state. The cost of placing, temporarily lifting, and removing a credit freeze also varies by state, generally $5 to $20 per action at each credit reporting company. Unlike a fraud alert, you must separately place a credit freeze on your credit file at each credit reporting company. Since the instructions for how to establish a credit freeze differ from state to state, please contact the three major credit reporting companies as indicated above.
You can obtain more information about fraud alerts and credit freezes by contacting the FTC (as described below) or one of the national credit reporting agencies listed above.
Credit Freezes (for Massachusetts Residents): Massachusetts law gives you the right to place a security freeze on your consumer reports. A security freeze is designed to prevent credit, loans and services from being approved in your name without your consent. Using a security freeze, however, may delay your ability to obtain credit. You may request that a freeze be placed on your credit report by sending a request to a credit reporting agency by certified mail, overnight mail or regular stamped mail to the respective address indicated above.
Unlike a fraud alert, you must separately place a credit freeze on your credit file at each credit reporting company. The following information should be included when requesting a security freeze (documentation for you and your spouse must be submitted when freezing a spouse’s credit report): full name, with middle initial and any suffixes; Social Security number; date of birth (month, day and year); current address and previous addresses for the past five (5) years; and applicable fee (if any) or incident report or complaint with a law enforcement agency or the Department of Motor Vehicles. The request should also include a copy of a government-issued identification card, such as a driver’s license, state or military ID card, and proof of current residential address (e.g., a copy of a utility bill, bank or insurance statement). Each copy should be legible, display your name and current mailing address, and the date of issue (statement dates must be recent). If you have been a victim of identity theft, and you provide the credit reporting agency with a valid police report, the agency cannot charge you to place, lift or remove a security freeze. In all other cases, the credit reporting company may charge a reasonable fee of up to $5 to place a freeze or lift or remove a freeze.
Report Incidents of Identity Theft. If you believe you are the victim of identity theft or have reason to believe your personal information has been misused, you should promptly report the issue to law enforcement, the FTC or your state Attorney General. For information on how to prevent or avoid identity theft, you can contact the FTC at:
Federal Trade Commission, Consumer Response Center, 600 Pennsylvania Avenue, NW, Washington, DC 20508, www.ftc.gov, 1-877-IDTHEFT (438-4338).
For North Carolina residents. For information on how to prevent identity theft, you can contact the North Carolina Office of the Attorney General, Consumer Protection Division at: 9001 Mail Service Center, Raleigh, NC 27699-9001, www.ncdoj.gov, 1-877-566-7226.
2023 IN BRIEF
YEAR IN REVIEW
In 2023, we focused on what matters most to our members, customers and communities: more affordable care, access to high-quality primary and specialty care, health equity for all, and a health care experience that is much simpler and more personal. Here are some of the steps we took:
OUR HIGHLIGHTS
Focusing on health care costs
Affordability is our No. 1 priority, and in 2023, our leaders worked toward a healthier, fairer, more accessible system.
We saved millions of dollars for our members and customer around the country with our new pharmacy benefits partnerships. We also put our advanced technology to work to save our customers money -- for example, using artificial intelligence to identify fraudulent claims. And we prepared to bring a suite of innovative, more affordable medical, pharmacy, dental and vision options to our members in 2024. We also advocated for a more affordable health system statewide.
And we introduced a new Flex Card for our Medicare Advantage members, loaded with up to $2,160 in savings for fitness, weight-loss, vision and dental care, and more.
Guiding members to high-quality care
Our members around the country deserve the right care, in the right place, at the right time and at the right price. That’s why we act as a guide, helping them access new options for primary care and specialty care and specialty care, in-person and online, as well as special programs for managing chronic conditions such as kidney disease.
In 2023, we introduced innovative approaches to encourage shared decision-making between patients and clinicians and made it easier for members to get second opinions about medical issues.
We also eliminated red tape to help our hospitalized members move to home health care more easily when appropriate.
Expanding access to mental health care
We know the need for high-quality, affordable mental health care has never been greater. So we’ve more than doubled our spending on mental health services since the beginning of the COVID-19 pandemic.
We expanded our network of mental health providers and added new online tools to help members find the care that’s right for them and their families. We waived member cost share for life-saving, over-the-counter medication to reverse opioid overdoses. We expanded dental care to members with mental health conditions.
We are proud to have received national attention for our Mental Health Advocate Program. And our Foundation launched a community mental health grant program to support nonprofits that are addressing underlying social, economic and cultural causes of anxiety, stress and depression.
We aim to give our members access to high-quality mental health care, whenever and wherever they need it.
Recognizing the urgent demand:
Support is more essential than ever. It can be hard to find the right resources, and the time to get help.
Facing the challenge:
We’re responding with an expanded network of clinicians. +46% from five years ago. We offer mental health advocates who work as navigators, helping members find the right support, whether in-person, online, or in a treatment facility.
Our tools:
We offer enhanced online support. Our online mental health center is personalized and interactive. We offer digital programs that provide 24/7 support for challenges including anxiety, depression & substance use disorders.
Innovative options:
Employers can choose plans with $0 copays for mental health treatment. Our plans also include rewards for stress reduction, wellness & relaxation programs like yoga, acupuncture, meditation.
We believe everyone should have access to the right mental health care, in the right place, at the right time and the right price.
Addressing inequities in care
By the end of 2023, nearly every health care organization in Massachusetts was engaged in our health equity work. More than half our Massachusetts members were getting care from clinicians who signed on to our groundbreaking effort to eliminate racial and ethnic inequities in health care.
And an independent study found our Equity Action Community -- which provides opportunities for learning, collaboration and financial support for health care organizations in our value-based network -- is producing results: Clinicians are developing new ways to address inequities in care for diabetes, heart disease and other conditions.
Improving Support for Women and Families
We expanded women’s health offerings, including comprehensive menopause support and treatment. And we offered greater support for parents and families with high-risk pregnancies and premature babies. We also created a new dedicated reproductive health clinical team that offers customized support to members trying to navigate the complicated fertility landscape.
Investing in our communities
For decades, we have contributed financial support and the expertise and passion of our employees to help local organizations make their communities healthier. In 2023, we helped build free, state-of-the-art fitness courts in a dozen cities and towns, and we sponsored summer fitness programs in communities including Boston and Worcester.
Hey, look at that.
One thing we've learned after what we've been through relative to the pandemic is that we really need to emphasize the importance of health and wellness. We know that if people can be active, their health is affected in a very positive way.
But we know that everyone doesn't have access to gyms and they don't always have the ability to afford to go to some kind of gym. A lot of times we hear that people can't access healthy programs either because of cost or time or location. This edition of the fitness court here in Malden addresses all three of those factors.
There are no barriers to this fitness court. Every member of our community will have the opportunity and the ability to use this for themselves and their families.
These fitness courts are in community areas. They're at school, they're in parks, they're in community centers. And severyone has access to them. This particular fitness court here in the city of Malden is located near our Malden train station. It's really centrally located in Malden in general.
We see a lot of people come to the track here and walk I know myself if I'm running around and I see anything like this. I love to come by, knock out some push ups, pull ups, you know, just use it.
This is for everyone at every level. I feel like anybody can do this. You could be in a wheelchair and you can still do some things here. You could be a younger person and do things here. You can be an older person and do things here. You don't have to be an adult to use this. Kids can get out with their parents and do something here with their parents doing.
What we're finding and what we know is that if people can be active, it helps obviously their physical health, but also their mental health, you can be outdoors, you're going to feel better, it's proven that you'll feel better.
And if you can do that be active and you can improve your health and your mental and physical health, it's a real win win.
Well, you have a state of the art facility and you give individuals the tools and the knowledge on how to take care of yourself in a better way, physically, socially and emotionally, through exercise and eating. Well, you in turn, you're doing something really well for yourself and it will help your pocket in the end.
In 2023, we were named one of America’s best employers by Forbes, a reflection of our extraordinary, community-focused culture. During our annual Service Day, nearly 3,000 employees volunteered across the state to work on community projects with 57 not-for-profit organizations. We continued to deliver on our commitment to reduce our environmental impact as a company and to support organizations that are addressing environmental health inequities in their communities. For the fourth straight year, we’ve been honored as one of the 50 most community-minded companies in the U.S.
Welcome, welcome, welcome to 2023 Blue Cross Blue Shield. Here we are 13 years later, 3000 associates strong to be able to put our effort into a local cause.
It brings us together and within the community to be able to volunteer my time to make someone else's life just even a little bit better.
It just, it makes you feel, it makes your heart swell.
I feel committed to volunteering because I want to give back to my community and I want to make the commonwealth a healthier more just place that's equitable for everyone.
This is one of the moments that I think exemplifies who we are as a group of leaders, as a group of associates and as a company. Thank you for making this possible.
2023 FINANCIAL RESULTS
Blue Cross and Blue Shield of Massachusetts HMO Blue, Inc.
Audited Statutory-Basis Financial Statements and Supplementary Information for the years ended December 31, 2023 and 2022 with Report of Independent Auditors.
Blue Cross and Blue Shield of Massachusetts, Inc.
Audited Statutory-Basis Financial Statements and Supplementary Information for the years ended December 31, 2023 and 2022 with Report of Independent Auditors.
Member rights
Member rights and responsibilities
You have the right to receive information from us and your providers.
Information we supply will help you understand our organization, your rights and responsibilities as a member, the network of providers included in your plan, and the services and benefits available to you and how to use them. Information supplied by your providers will help you understand your condition and plans for care.
You have the responsibility to read the information we give you and ask questions when you need to know more.
We urge you to read all the materials we give you and keep them for future reference. You should know your benefits and responsibilities under your plan and ask us if you don't understand them. You should also ask as many questions of your providers as you need until you understand all aspects of your condition and treatment plans.
You have the right to access quality care.
High-quality doctors, hospitals, and wellness programs are available to you as a member. Each of our plans has a large network of providers, and choosing a provider included in your plan helps ensure that you'll receive maximum coverage under your plan. Visit Find a Doctor & Estimate Costs to search for a provider in your network.
You have the responsibility to follow plan rules and instructions for care.
To receive care or services, you must identify yourself as a member to providers and follow the policies and procedures described in your member handbook, subscriber certificate, and other plan materials. When you and your providers have agreed to a treatment plan, you should follow the instructions for care given.
You have the right to communicate with your providers.
Your providers want to know about your health needs and concerns, so they can help you make decisions about your care. You have a right to a candid discussion of appropriate or medically necessary treatment options for your condition regardless of cost or your benefits.
You have the responsibility to keep your providers informed.
So that providers can effectively treat you and manage your care, tell them and others involved in coordinating care about your medical history and current health, and participate in developing treatment goals to the degree possible. Understand the risk of not giving information others might need to treat you most effectively.
You have the right to be treated with respect, dignity, and privacy.
We should treat you with respect and courtesy. We'll keep your records confidential, as described in the notice, Our Commitment to Confidentiality
You have the responsibility to treat your providers and us with respect.
We expect the same courteous treatment from you that you expect from us.
You have the right to appeal our decisions, voice complaints, and recommend changes.
We want to hear if you disagree with a decision, are unhappy with the care or service you receive, or if you would like to recommend changes, including to this Member Rights and Responsibilities statement.
You have the responsibility to let us know when you disagree.
Your first step when you have any complaint or concern is to call Member Service at the number on the front of your ID card.
See your benefits
To review or download your plan's benefit description, follow these steps:
- Sign in to MyBlue and go to "My Inbox."
- Select "My Documents."
- Select "Plan Documents" to review or download the plan benefit description.
You can call the number on the back of your ID card to request a printed copy of your member rights and responsibilities.
Appeals & Grievances
Appeals and Grievances
As a Blue Cross Blue Shield of Massachusetts member, you have a right to a formal review if you disagree with any decision we have made.
Effective January 1, 2016, all requests for an appeal or a grievance review must be received by Blue Cross Blue Shield HMO Blue within 180 calendar days of the date of treatment, event, or circumstance which is the cause of your dispute or complaint, such as the date you were informed of the service denial or claim denial.
When you submit a written request for a formal appeal or grievance review, you'll receive written confirmation within 15 days. You'll receive our written decision regarding your appeal or grievance within 30 days.
If the appeal review process results in a denial in part or full, we'll explain how we reached this decision. Following a formal appeal review, you may also be eligible for an external review. If your formal appeal qualifies for an external review, we'll provide for you the steps you should take to file such a request.
Your full appeal and grievance rights are listed in your Evidence of Coverage (EOC), including information on designating an authorized representative to act on your behalf through the process.
If you have questions, or would like written information, please call Member Service at the toll-free number on the front of your ID card.
Providing fair, quality care
Blue Cross Blue Shield of Massachusetts is proud of its commitment to your health. That's why we base our coverage decisions on the appropriateness of medical care, services, and your benefit plan. To help ensure that you receive the highest quality and safest care:
- We don't reward practitioners and other individuals for issuing denials of coverage or service.
- We don't reward coverage decision-makers for issuing denials or underutilization of care or services.
Nondiscrimination & Translations
Nondiscrimination
Blue Cross Blue Shield of Massachusetts complies with applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, or gender identity. It does not exclude people or treat them differently because of race, color, national origin, age, disability, sex, sexual orientation, or gender identity.
Blue Cross Blue Shield of Massachusetts provides:
- Free aids and services to people with disabilities to communicate effectively with us, such as qualified sign language interpreters and written information in other formats (large print or other formats)
- Free language services to people whose primary language is not English, such as qualified interpreters and information written in other languages
If you need these services, call Member Service at the number on your ID card.
If you believe that Blue Cross Blue Shield of Massachusetts has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, sex, sexual orientation, or gender identity, you can file a grievance with the Civil Rights Coordinator by mail at Civil Rights Coordinator, Blue Cross Blue Shield of Massachusetts, One Enterprise Drive, Quincy, MA 02171-2126; phone at 1-800-472-2689 (TTY: 711); fax at 1-617-246-3616; or email at [email protected].
If you need help filing a grievance, the Civil Rights Coordinator is available to help you.
You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights online at ocrportal.hhs.gov; by mail at U.S. Department of Health and Human Services, 200 Independence Avenue, SW Room 509F, HHH Building Washington, DC 20201; by phone at 1-800-368-1019 or 1-800-537-7697 (TDD).
Complaint forms are available at hhs.gov.
Translation Resources
