Customers
Our membership continued to grow in 2022, with more employers and individuals choosing our top-rated plans and top-rated customer experience. Our focus on customers helped us recognize the struggles many people still face, so we are expanding help for members at home and in the community.
Earning top marks from members
BCBSRI members rewarded our focus on their health and well-being by giving us top marks on multiple surveys.
“We’re committed to helping our members get the most from their health plan, and we are grateful to hear that we are meeting their needs.”
Medicare plans rated 5-Stars two years in a row
BCBSRI—and our members—did it again. As a result of member feedback, all of our 2023 Medicare Advantage plans earned the highest rating from the Centers for Medicare and Medicaid Services (CMS)—5-out-of-5 Stars—for the second consecutive year.* BCBSRI is the only Rhode Island health insurer to receive 5-out-of-5 Stars for all our Medicare Advantage plans.
*Rated 5-Stars by CMS in 2022 and 2023. 5-Star ratings can be found on www.medicare.gov. Every year, Medicare evaluates plans based on a 5-Star rating system.
We’re proud to say we received 5-Stars in the following member-focused categories:
- Customer service
- Staying healthy: Screening 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.
This two-year achievement recognizes our ability to sustain a level of excellence that merits the highest rating. Nationally, only 11% of plans earned 5-Stars for 2023 as compared with 16% of plans for 2022.
#1 in member satisfaction again—J.D. Power
Our members have rated BCBSRI #1 in member satisfaction among commercial health plans in the Northeast region in the J.D. Power 2022 U.S. Commercial Member Health Plan Satisfaction Study—for the second year in a row.
This year, BCBSRI was ranked highest across all factors measured:
- Customer service
- Coverage and benefits
- Cost
- Information and communications
- Provider choice
- Billing and payment
Not only did we rank #1 again, but we also got better! Our score improved more than 27 points overall from last year’s top performance and more than 44 points compared to the regional benchmark.
For J.D. Power 2022 award information, visit jdpower.com/awards.
High quality rating from NCQA for 8 years
For the eighth year, BCBSRI has earned a 4.5 out of 5 rating on our preferred provider organization (PPO) products from the National Committee for Quality Assurance (NCQA), recognizing our commitment to service and clinical quality. The rating of BCBSRI PPO products is part of the Private Health Insurance Plan Ratings for 2022. This makes BCBSRI one of only 14 plans in the country to have received a score of 4.5 or above.
RATING
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Making life easier for Medicare members
To help our Medicare Advantage members stay active and independent, we offer important benefits that go beyond providers’ offices and pharmacies. Our members can join a gym, get rides to senior centers, and take classes at our stores—all for $0. Here is a look at other benefits that help older adults live their best lives.
Help around the house—and in the fairy garden
In 2022, we introduced a household help benefit that provides Medicare Advantage members with up to 60 hours of in-home daily living assistance for $0. Members can use this service for everything from light cleaning to help with technology to grocery shopping. They can even schedule a visit to take a walk or watch a movie.
“With the household help benefit, someone comes to vacuum, dust, and weed the fairy garden I created with my granddaughter. I don’t have to lean on my daughter for help. I appreciate that Blue Cross is really thinking about our quality of life and helping us maintain as much dignity as we can.”
A team that cares
Having Medicare and Medicaid can be confusing. That’s why our BlueRI for Duals (HMO D-SNP) members have a whole team to help, led by a health navigator. Navigators help our members get the most from their plan, fill out required forms for additional benefits, and work with their doctors.
“My health navigator, Anna, has helped me with multiple sclerosis, cancer, and depression. She helps me find specialists, get in touch with doctors if I’m not getting far enough on my own, and anything else I need. I love her. She is on top of everything.”
Grocery deliveries to address food insecurity
Food is health. For our BlueRI for Duals (HMO D-SNP) members who qualify, we are now delivering groceries at least once a month, in partnership with Millonzi Fine Catering, a proud Rhode Island company. The groceries include prepared foods as well as fresh local produce. At Thanksgiving, we delivered an entire holiday dinner, including a turkey.
Additionally, all our Medicare Advantage plans offer free meal deliveries—a week’s worth of food—for those returning home from the hospital.
GROCERY DELIVERIES IN 2022
Keeping employers moving forward
Throughout 2022, we guided employers through future trends as well as current steps they could take to make the most of the health insurance plans they offer to their employees. Among the many challenges they face are the impacts of healthcare on their business, like the rising costs of medications, and conditions that affect their employees, like diabetes and behavioral health.
Leading Change
Through the Leading Change blog and other ongoing communications, BCBSRI has brought a fresh perspective to topics such as Rhode Island’s behavioral health crisis, innovative ways to reduce medical costs, and new options in retiree benefits, always looking for ways employers can help both their business and their employees.
“From the Leading Change blog
“The diabetes problem in the United States is significant, but there are solutions that can help your employees enjoy a better quality of life.””
Raising mental health awareness
Mental health is health, and when you or someone you care about is struggling, it’s imperative to find the right treatment. Besides expanding access to care, including adding new telemedicine options, BCBSRI is raising awareness among our members and helping them navigate to the many programs available to them.
Take 5 for You
Even five minutes can make you feel better. That’s the idea behind Take 5 for You —small steps that can help improve your mental, physical, and financial health.
A Braver option for children
Beginning in 2022, BCBSRI is the only insurer covering bachelor-degree-level coaches for Braver, a leading provider of exposure therapy for children with anxiety, phobias, and obsessive-compulsive disorder. Read how the program helps children in The New York Times and The Boston Globe.
More help for more Rhode Islanders
BCBSRI is promoting increased services for many groups who need behavioral healthcare:
- Children and adolescents can get help with urgent appointments now available through several providers.
- Teens and their families learn coping skills for self-harm and other issues through Mindful Teen, a Bradley Hospital program.
- Adults and children now can receive care for eating disorders through BeCollaborative.
- Women’s Medicine Collaborative at Lifespan integrates behavioral health into primary care.
- Seniors with a BCBSRI Medicare Advantage plan now can take part in the Butler Hospital’s HealthPath program and its intensive, community-based, wrap-around services.
Helping members face-to-face
In 2022, members visited the four Your Blue StoreSM locations and events more than 70,000 times. In addition to our brick-and-mortar locations, we met members where they were—in senior housing for cooking demos, in local parks for outdoor fitness classes, and on our bus for help with their plans.
“I didn’t know how important choosing a Blue Cross plan would be for my life. The free store classes are the best thing ever. To me, Blue Cross represents optimism, support, and community—and that’s what I always find at Your Blue Store.”
Encouraging our diversity
As one of the state’s largest employers, we understand that when it comes to diversity, inclusion, equity, and belonging, we can be a model and a resource for the greater Rhode Island community. Our employee business resource groups (EBRGs) led the way in 2022.
In the community
- Military Services organized a volunteer effort in partnership with Meals on Wheels of Rhode Island, resulting in 330 signed and personalized cards for veterans.
- Latin@Link and Rising Talent at Blue joined College Visions to assemble care packages to support first generation college students and help them conquer final exams and end-of-semester projects.
- Blue Pride hosted a booth at the Rhode Island Pride Festival and shared critical information regarding our Safe Zone program.
In the workplace
- Black Council @ Blue organized a program highlighting racial health disparities facing the Black community and offered suggestions for empowering healthy living.
- Disability Inclusion Network hosted the Autism Project to discuss misconceptions surrounding autism and ways to support people with autism.
- Parents @ Work invited Thuba Nguyen to talk about her children’s book and tools parents can use to instill multiculturism in their children.
Listen to our employees discuss Juneteenth
listen to podcast
2022 Disability Equality Index
American Association of People with Disabilities (AAPD) and Disability:IN®
Learn More
Self ID
BCBSRI encourages associates to self-identify, including ethnicity, gender identity, and sexual orientation, which we will expand to members in the coming year.
“Every day when I come to work, I feel like I can be my authentic self and live openly as an employee at BCBSRI.”