ID Card Updates - Blue Shield CA

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ID card updates:Suppression of Print ID CardsThe purpose of this document is to provide you with information about Blue Shield ofCalifornia’s updates to the way members receive their medical ID cards. Summary of print ID card suppression FAQs for print ID card suppressionSummary of Suppression of Print ID Cards1.2.3.4.5.To honor our member’ s communicat ion preferences, effective October 17, 2020, members of alllines of business (except Medicare, Medicare Supplement, Medi-Cal and Cal MediConnect) whohave opted into electronic delivery of communications will no longer receive printed medical IDcards. These members will be directed to access their digital ID card at blueshield ca.com.Members can also locate their cards in the Blue Shield of California App.More than 60% of our membership have opted into paperless communications and member preferencefor digital interactions continues to grow. Using digital ID cards instead of print aligns to their preferencesand is part of Blue Shield’s broader Digital First strategy to improve the member experience and reduceadministrative costs.Blue Shield of California is a Digital First company which means new and existing communications aredesigned and implemented using emails or digital experiences, instead of printing, faxing or mailing.We are honoring our member’s preference by interacting with them through the channel of theirchoice.The initiative supports Blue Shield of California’s commitment to provide a personalized healthcareexperience for each member.FAQs - Suppression of Print ID CardsProject QuestionsQ.A.Which lines of business are impacted?All lines of business except Medicare, Medicare Supplement, Medi-Cal and Cal MediConn ect . Our CMSand DHCS-govern ed plans require that we send a physical ID card regardless of member preferen ce.About our MembersQ.Which members will be impacted by this change and when will they stop receiving a physical card?

A.Existing members who have registered for blueshield ca .com and opted into paperless communicat ion swill no longer receive printed medical ID cards beginnin g October 17, 2020. This includes new IFP offexchange members who have enrolled through Zipari and opted into paperless commun icat ion s.As mention ed above, Medicare, Medicare Supplement , Medi-Cal and Cal MediConn ect members,regardless of their preferen ce, will still receive physical cards due to CMS and DHCS requirements.Q.A.How will members who have registered for digital communications be notified that they will no longerreceive a physical ID card?Beginnin g 10/15/20, members who have registered for digital commun ications will be notified via emailthat they will no longer receive a physical ID card. The informat ion will include how to access theirdigital ID card, how to request a physical one if they choose to do so and how to change theircommun ication preferen ce. Anyone who has opted into paperless before 10/ 13/20 will get this emailnotification.If the paperless member has a change that triggers a new card, they will receive an email notificat ionwhen their new digital card is available.Example scenarios of member commun icat ion s:Q4 Renewal withChangeJerry is a member with anupcomin g plan renewal on12/1/20. Jerry has opted intopaperless communica tion s Q.A.He will receive an emailnotifyin g him that he willno longer receive physicalID cards because of hispaperless preferen ceJerry’s updated digital IDcard will be available 710 days after planchange, he will receive anemail notification to go tothe portal to view the newcardJerry will also receive anemail notification and1/1/21 digital ID card withthe new pharmacyvendor informa tion nolater than 1/1/21.New MemberPam is a new member withan 11/1/20 enrollmen tdate. She will receive hernew physical ID cardwith a digital stickerprior to 11/1/20. Pam opts intopaperlesscommun ication whenshe receives herphysical card. Pam will also receive anotification and 1/1/21digital ID card with thenew pharmacy vendorinformat ion no laterthan 1/1/21Existing Member withoutPlan ChangeMichelle is an existing BSCmember and has not optedinto paperless. She will receive a newphysical ID card with thenew pharmacy vendorinformat ion and a digitalsticker prior to 1/1/21.Are physical ID cards required for Providers to verify Blue Shield coverage?No, providers can verify the member’ s coverage and see other important informat ion like copays,coinsuran ce and deductibles via the member’ s mobile device.Help improve the member experien ce by encoura gin g Providers to embrace digital technology.Members can share their ID card information with providers via email or text from their smartphon es.With the COVID-19 pandemic, digital interaction s have become crucial for navigating such times.Q.A.What can members expect to see on the digital ID Card?The member’ s digital ID card includes the same informat ion as their physical card. The digital ID cardcontains the information that your practice or facility will need to verify eligibilit y, submit claims and

contact Blue Shield if they have a question. A self-print ed ID card from the Blue Shield website isidentical to their physical card.Q.What names will appear on the digital ID Card?A.For PPO plan members: the subscriber’ s name will appear on the ID card.For HMO plan members including Trio plan and POS members: the subscriber and all covereddependents’ names will appear on the card.Q.What are the benefits of digital ID cards for Members?A. Ability to view, email and text their card from Blue Shield’s mobile app to their provider. Ability to print their card from their mobile app if they have a printer software installed or a printer appon their mobile device. Convenient 24/7 access to their health informat ion and ID cards online at blueshield ca.com andthrough Blue Shield’s mobile app. Opportunity to support the environment by reducing paper and plastic waste.Q.A.Q.A.Will Medicare, Medicare Supplement, Medi-Cal and Cal MediConnect members have access to digitalID cards?Yes, all Blue Shield of Californ ia members, regardless of their plan, have access to their digital ID cardsthrough their account at blueshield ca .com or smartphon e app. For this population, we are currentlyrequired by CMS and DHCS to send them a physical card regardless of their digital preferen ce.What if a member wants a physical card?Members who would still like their physical ID card can access a copy of the PDF on blueshield ca.comto print, request a printed copy from the website or call Customer Care to receive a printed copy.Q.How can a member get a copy of their card future-dated for the new calendar year?A.Members can contact customer service to receive a copy of their future dated card.Q.A.How long will it take for a member to receive a printed ID card in the mail after requesting it fromCustomer Care?The request may take up to 2-3 days to process, although it is likely the order will get processed rightaway. Specific delivery times will depend on the member’ s mailing address on file.About our Employer GroupsQ.A.When an employer group changes in size and converts to either small group, large group, or premier, doall members receive a new printed ID card in the mail?Due to the change in employer group size, members will be receivin g new ID cards. Members who hadnot previously registered on blueshield ca .com or who had not selected “paperless” communica tion s

preferences, will receive printed ID cards in the mail by 1/1/21. Members who had previously registeredon blueshield ca .com and selected “paperless” communications preferen ces, will be able to accesstheir new ID cards digitally through their member portal on 1/1/21.Q.Can an employer group view or print ID cards for its members?A.Brokers and employers can order ID cards through Employer Connection Plus (EC ). Employers or brokers using EC for member benefits maintenan ce/ en rollmen t can order ID cardsthrough the portal. Groups that do NOT use EC for member benefits maintenance/ en rollment (e.g. groups using EDI),but have roster view access, can view and print ID cards, or order ID cards, through the portal. This isa new function for these groups, as of September 2020, and visual instruction s are provided below.View ID Cards

Order ID CardsAbout our ProvidersQ.A.Q.A.Providers often request a copy of the printed ID card. What are we doing to safeguard our member’sexperience at the provider’s office?Our commun ication strategy includes internal and external stakeholders including a multi-tou ch , multichannel commun ication plan for our network providers. In addition, we are working closely with ourprovider services, provider relations and customer care teams.What are the different ways that a Provider can verify a member’s evidence of Blue Shield medicalcoverage without a printed ID card? Members can show ID cards from their smartphon es Members can email or text their ID card information to providers from their smartphones Providers can log into our Provider Connection website to verify the member’ s coverage Provider Customer Care represent ativ es at (800) 541-6652 are also available to assist in verifyin gmember coverageQ.What are the benefits of digital ID cards for Providers?A. Digital ID cards are more accurate and up to date than physical ID cards. They are a more secure source of benefits informat ion. Providers gain new ways to capture insurance information with email and text. Digital interaction s support social distancing during the COVID-19 pandemic.Q.A.What is Apple Wallet? What can I expect to see on a member’s medical pass in Apple Wallet?Apple Wallet is an iPhone mobile app that allows users to store credit cards, airline boarding passes andother cards. IFP members may use the medical pass on their Apple Wallet app as a complement to theirphysical member ID card. It shows the informat ion that Providers need to verify eligibilit y, submit claimsand contact Blue Shield of Californ ia if there are questions. A similar option will be available for GooglePay next year.

You will see the followin g informat ion on the medical pass in the Apple Wallet app:1.Subscriber/ memb er name2.Subscriber ID3.Employer Group ID4.Plan type5.Rx BIN and Rx PCN6.Suitcase indicating BlueCard benefits

lines of business (except Medicare, Medicare Supplement, Medi-Cal and Cal MediConnect) who . the new pharmacy vendor information no later than 1/1/21. Pam is a new member with an 11/1/20 enrollment . their new ID cards

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EMPIRE BLUE CROSS BLUE SHIELD II 00108 Refer To Back Of ID Card EMPIRE BLUE CROSS BLUE SHIELD II 00109 Refer To Back Of ID Card CARPENTERS TRUSTS OF W.WASHINGTON 00110 Min-Sug (Darren) Kong (206) 441-6514 BLUE CROSS BLUE SHIELD OF NC 00112 eSolutions Help Desk (888) 333-8594 CAPITAL BLUE CROSS 00113 Molly Kuntz (717) 703-8672