Customers
When a parent takes their child to the doctor, or a patient faces a new diagnosis, they need support. Our members and customers trust us to make quality healthcare easier to find and easier to understand. Whether we’re answering questions or delivering groceries, we’re building relationships to help our members live their best lives.
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Community
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Provider Partners
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Earning members’ trust
BCBSRI members rewarded our focus on their health and well-being by giving us top marks on multiple surveys.
“We take great pride in helping our members get the most from their health plan. Satisfaction with their plan means members are more likely to use their benefits to reach their health goals.”
5-Star rating for Medicare plans
As a result of member feedback, our 2022 Medicare Advantage plans have earned the highest rating from the Centers for Medicare and Medicaid Services (CMS): 5-out-of-5 Stars. BCBSRI is the only Rhode Island health insurer to receive 5-out-of-5 Stars for all 2022 Medicare Advantage plans.
We’re proud to say we received 5-Stars in the following member-focused categories:
- Customer service
- Staying healthy: Screenings and tests
- High levels of member retention
Members enrolled in 5-Star plans generally experience lower out-of-pocket costs, high member satisfaction, better health outcomes, and best-in-class service.
Why 5-Star matters for our Medicare membersFor more details about any of our 2022 5-Star plans, visit our Medicare site.
“Blue Cross offers many benefits that really help promote wellness. Thank you for helping keep me fit.”
#1 in member satisfaction — J.D. Power
Highest member satisfaction among commercial health plans in the Northeast Region. BCBSRI achieved the highest scores in the following factors:
- Coverage and Benefits
- Provider Choice
- Information and Communication
For J.D. Power 2021 award information, visit jdpower.com/awards.
High rating from NCQA again
We earned a 4.5 out of 5 rating on our preferred provider organization (PPO) products from the National Committee for Quality Assurance (NCQA) for the seventh time, recognizing our commitment to service and clinical quality. The rating of BCBSRI PPO products is part of the Private Health Insurance Plan Ratings for 2021.
This makes BCBSRI one of only 12 plans in the country to have received a score of 4.5 or above.
“The 4.5 rating is also a testament to our ongoing collaboration with the provider community and how that approach can result in a better member experience.”
out of 274 PPO plans
Making health more accessible
Our efforts to help more Rhode Islanders rise above the challenges they face and lead healthy lives take many forms, from a new, more inclusive health plan to extra benefits that assist members with basic needs, like food security.
New plan for Rhode Islanders
In 2021, we took an important step toward making healthcare more accessible and affordable with a new Dual Eligible Special Needs Plan (D-SNP). It’s designed to support people who need a high level of support and care. BlueRI for Duals (HMO D-SNP) is now available for Rhode Islanders who qualify for both Medicare and Medicaid.
In this plan, members work with health navigators who help them reach their health goals and assist with setting up appointments, scheduling transportation, and connecting with community resources for food or housing.
Who can benefit
Why Duals can help
How Rhode Islanders rate their well-being
Groceries at the doorstep
As we learned from the RI Life Index and from surveying our own members, too many older Rhode Islanders are worried about getting enough healthy food. That’s why we continued a successful program started in 2020 that helps our at-risk Medicare members: delivering no-cost groceries to their homes with West Warwick-based Millonzi Fine Catering.
“It really attacks that food insecurity piece. You’re really helping people from an economic standpoint and also a nutritional standpoint.”
Helping employers help their workers
Our group customers now have an easier way to find the information they need, from plan details to insightful commentary about healthcare trends that will affect their businesses. We redesigned our B2B web presence, incorporating customer research, and we expanded the resources in our Employer Toolkit, where employers can find materials to share with their employees on topics like COVID-19 and behavioral health help.
See why our members appreciate outdoor classes
Bringing Your Blue Store to the community
Our members have enjoyed coming to a Your Blue Store℠ location for fitness classes, educational seminars, and in-person help with their plans. And they’ve joined our Facebook group—Your Blue Store Studio—for online classes. In 2021 we broadened our reach and took Your Blue Store into the community with outdoor fitness classes and a foldout store that moved through the community helping customers understand health insurance, in English and Spanish.
“For older people, it can be harder to get out of chairs or up the stairs. Being active helps a lot, and I’d tell my family and friends to come to the Blue Cross classes.”
See why our members appreciate outdoor classes
Delivering digital tools for members
We continue our push to make health insurance and healthcare easier for our members with new tools they can use online or on their phones. That gives members more time to focus on their personal goals.
myBCBSRI mobile expansion
In 2021 we expanded the digital choices for our members by introducing the myBCBSRI app. Now members can check benefits, review claims, and go paperless—wherever they are.
- One login for website and app
- Face or Touch ID
- Digital member ID
Doctors Online for behavioral health
Our members continued to turn to the various ways they can use telehealth, from phone and video chats with their local doctors to visits on the BCBSRI Doctors Online platform. In 2021 members more than doubled their use of Doctors Online for behavioral health visits from the previous year.
health visits, 2020 to 2021
SmartShopper savings
BCBSRI introduced another tool to help reduce costs throughout the healthcare system and benefit our members at the same time. With SmartShopper®, members can compare quality, in-network providers and find the most cost-effective location of their choice—and earn up to $500 in cash rewards as a share of the savings.
The SmartShopper program is offered by Sapphire Digital, an independent company.
Find a Doctor enhancements
Members now can find help more easily with a redesigned Find a Doctor tool that includes intuitive, one-tap searches and more information about specialists.
See how simple it is for membersSmartShopper savings
BCBSRI introduced another tool to help reduce costs throughout the healthcare system and benefit our members at the same time. With SmartShopper®, members can compare quality, in-network providers and find the most cost-effective location of their choice—and earn up to $500 in cash rewards as a share of the savings.
The SmartShopper program is offered by Sapphire Digital, an independent company.
Doctors Online for behavioral health
Our members continued to turn to the various ways they can use telehealth, from phone and video chats with their local doctors to visits on the BCBSRI Doctors Online platform. In 2021 members more than doubled their use of Doctors Online for behavioral health visits from the previous year.
health visits, 2020 to 2021
Amava connections
We want our members to live healthy, fulfilling lives. So, we offer our Medicare members another opportunity for staying active. They can join live, guided discussions on traveling, writing memoirs, and aging independently, to name a few, through Amava Circles, available online—and at no cost. Members also can sign up for volunteer opportunities with leading local and national organizations.
Amava Circles is provided by Amava, an independent company.
“Amava is a great way to connect with other people. I’ll definitely continue with them even now that things have opened up.”
Including more Rhode Islanders
Diversity extends beyond the traditional categories of race, gender, and ethnicity, encompassing the rich variety of Rhode Islanders in all forms. Through our actions, we hope we show that we are committed to embracing diversity, inclusion, and equity to best serve the needs of all Rhode Islanders.
Recognition for our inclusion
As employers, we have a responsibility to ensure that all of our employees feel safe, respected, and valued at work. We’re proud that our efforts have been recognized by these important groups.
Read why this matters for Rhode Island businesses
Bell Seal for Mental Health
2021 Disability Equality Index
2021 Corporate Equality Index
Diversity week celebrations
In 2021 our annual Diversity Week looked at “Our Journey Ahead” and coincided with the Juneteenth holiday. We learned from each other and from outside experts about:
“Black Motherhood Through the Lens”
This documentary portrays four women and the topic of maternal health in the Black community.
Juneteenth Celebration
This coffee chat was led by Black Council @ Blue, one of several employee business resource groups that help us understand issues affecting many diverse groups at BCBSRI.
Caring for the LGBTQ+ Community
We discussed how BCBSRI, Rhode Island’s largest health insurer, can help reduce barriers to care for the older LGBTQ+ population.
Still driving forward
Beyond awards and celebrations, we continue taking steps to help all Rhode Islanders feel like they belong:
- In July, BCBSRI signed on to support the Business Coalition for Equality Act, federal legislation that would provide the same basic protections to LGBTQ people as are provided to other protected groups under federal law.
- We continue to encourage all employees to add pronouns to their email signatures. Why? Listen to why pronouns matter
- We are actively exploring how we can act to improve the safety of pregnancy and childbirth for women of color and provide support for women experiencing postpartum depression. Learn what maternal health equity means
- BCBSRI CEO Martha Wofford signed the CEO Pledge for Diversity & Inclusion. The pledge outlines a specific set of four commitments organizations will take to cultivate an environment where employees feel comfortable and empowered to have discussions about diversity and inclusion.