Creating an Exceptional Member Experience

Putting our members first? That’s our promise – past, present and future. But health care is changing, and so have our members’ needs and preferences. That is why we are developing new ways to make an even more meaningful connection with our members.

In 2015, we introduced a secure text messaging system to connect members with timely information about health, wellness, and the use of their benefits; a new generation of online tools for choosing a doctor and calculating out-of-pocket costs; and online Telehealth visits with doctors and behavioral health therapists.

Engaging Employees with Telehealth

For Ocean Spray Cranberries, Inc., the timing of our new Telehealth benefit could not have been better. The company, which has been a Blue Cross customer since 1994, is committed to getting its 2,000 employees more engaged in making value-based decisions about their health care, and Telehealth fits perfectly with their strategy.

According to Susan French, senior manager of benefits and wellness, the company views Telehealth as a logical next step in a campaign started two years ago to educate Ocean Spray’s employees on alternatives to emergency room use. “We are aiming to reduce unnecessary emergency room visits by having our employees to go to their doctor’s office for urgent care,” she says. “We think Telehealth will be an even more convenient option in many cases.”

Blue Cross has been a great partner, and we are always looking to take advantage of their programs.

– Susan French, senior manager of benefits and wellness at Ocean Spray Cranberries, Inc.

Blue Cross members who use Telehealth have confidential, online access to a nationwide network of physicians and licensed clinicians, which was a big plus for Ocean Spray. While most of their employees work in Massachusetts or Wisconsin, the company operates in multiple states, including in rural areas where access to urgent care may be limited. Ocean Spray will waive the copay for the first year of Telehealth visits as an incentive to get employees to try it.

Ocean Spray has also adopted a Blue Cross program that offers their employees out-of-pocket savings when they choose to get care for certain procedures at high-value hospitals in the national Blue Centers of Distinction network.

Share This Story!