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Transcript
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Welcome to the 2021 Small Business Broker Roadshow!
Consolidated Appropriation Act / Transparency in Coverage Final Rule
Blue Shield of California expects to meet compliance with all provisions by enforcement dates.
• No notifications regarding broker compensation to small business customers.
• Health plans already meet mental health parity requirements.
• Enhanced Continuity of Care policies in 2022.
• All members that meet the mandate specifications will receive new ID cards in 2022
• Updated federal guidance in August extended deadlines for several prov isions, however, Blue Shield teams continue to work on developing solutions for implementation and we will keep you informed.
Celebrating successful submissions with the Employer Enrollment Tool
Over the last year:
• You have submitted over 4,000 groups
and 34,000 members through the tool
• 9,500 quotes have been run to help your clients pick the coverage that’s right for
• IT design is enabling both digital and paper communications for ALL members* until they
register an account and opt-in to (or out of) paperless.
• Digital communications sent to members will include email notifications that members have letters or EOBs waiting for them in their online account, as well as an email encouraging
members to register online.*ALL members with an e-mail address on file, regardless of their communication preferences
Why:
• Enabling automatic digital communications introduces members to the ease and
convenience of online communications and prov ides members easier access to register their online account.
• Members today expect a digital experience!
When: • Digital communications have been enabled for Small Group on September 12.
What this means for you!
• We need your support to collect email addresses during the enrollment process and help
members receive the best experience available to them. • Please encourage your employer groups and their employees to register online accounts
This change will increase the elective contact lens benefit allowances to match the frame allowances.
In-scope:
• Vision plans with contact lens benefit
• Vision plans with frame allowance of $150
• Enhancement available for both new and renewing groups in 2022
MATCH ELECTIVE CONTACT LENS ALLOWANCE TO FRAME
ALLOWANCE
Benefit enhancement to include standard progressive lenses on plans without premium progressive lenses. These are a type of progressive lens with plenty of room at the bottom for your near vision.
In-scope:
• Offer competitive benefit offering
• Streamlined naming conventions
• Ability to show buy-up / buy-down options with clear hierarchy
• Fewer plans with range of benefit options; voluntary,
Small business service supportThe Producer Services team and Sales/Account Management team are here to support you.
Exciting initiatives to improve the experience for you
• Addition of ~120 broker service agents for
quicker response
• Updated IVR aligning reason for call to a high skilled agent on that topic
• Simplified validation process on voice and digital channels to better protect your
information
• Agents empowered to handle your servicing needs reducing the amount of time taken to
address critical items
RECENTLY IMPLEMENTED
• End to end rev iew of all current processes for streamlining
• Expanded capabilities on digital including live chat with cobrowse, updated online client list, dynamic search, and notifications for key client information
• Enhanced content to help you service your clients easier
• Commissions transformation to simplify your payout and
We are making changes to improve our service. Producer Serv ices has updated our phone
Interactive Voice Response (IVR) to make choosing your options easier. Once you enter your Tax ID as validation, you will be given 4 main options to get quickly to a representative skilled on your call type.
Self-serv ice options include member eligibility, benefits, PCP info, application status, ID cards,
billing information, or ordering forms. Just press 1.
If your questions are more complex and require a broker serv ices specialist, continue in the
menu. You will be asked to select your line of business and choose from the following options:
Press 1 for application support, benefits, eligibility, and broker eligibility.
Press 2 for billing, payments, PCP changes, plan changes, or to order ID cards and supplies.
Press 3 for commissions, bonuses, digital web support, or claims and appeals.
Press 4 for specialty benefits like- dental, v ision, or life.
Getting you the right answers fasterOur Producer Services menu options are improving.
Self service capabilitiesSimplifying the digital experience for ease of servicing