Excellus BCBS Broker News Vol. 18 No. 12 - Special Issue

Update: WellNow Urgent Care

With WellNow Urgent Care announcing its intent to leave Excellus BlueCross BlueShield’s provider network on December 31, 2023, Excellus is prepared to assist members with questions about their health benefits and options for care. Contrary to public statements, Excellus has been and continue to, engage in contract discussions with WellNow and will inform you if they choose to leave the network in 2024.

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Communicating to members

Excellus has taken several steps to ensure members are being assisted.

• A microsite has been created to help members find options for care and they encourage them to visit ExcellusBCBS.com/CareOptions. The website includes: How to find a primary care doctor if you don’t have one; information on accessing telehealth services; and a list of in-network urgent care providers by county.
• They will be mailing informational letters to all Excellus BCBS members who have used WellNow services in the past 12 months (11/30/2022-11/30/2023).
• These same members will receive a follow-up communication as soon as Excellus knows whether or not WellNow will remain in the network.
• A postcard that includes a link to the Care Options microsite will also be sent to members in early January, educating them on how to access telehealth services and the differences between out-of-network and in-network care.

As you know, members’ coverage for out-of-network care will depend on the type of health benefits they have. Members can log in to their online account to view plan coverage or call the Customer Care phone number on the back of their member card with questions.

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Reimbursement request

Excellus BCBS has strong relationships with over 97 percent of our local providers participating in their network, including other providers of after-hours, urgent care, and other immediate care services.

They have proudly served their communities and partnered with their local providers and health systems for almost 90 years. Their relationship with you is important.

If you have questions, feel free to reach out to your account manager

ExcellusBCBS.com/CareOptions