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EOB Redesigned to Improve Member Experience


In mid-November, Blue Cross and Blue Shield of North Carolina (BCBSNC) is launching a redesign of our Explanation of Benefits (EOBs) document for our commercial and State Health Plan members*. Also, our Hispanic members can now automatically elect to receive their EOBs in Spanish. We wanted to let you know in case a BCBSNC patient brings one of the newly designed EOBs to a visit to discuss a claim with you.

Although the specific catalyst for this change was related to health care reform legislation, BCBSNC took the opportunity to improve our member experience by redesigning one of the most important communication pieces that members receive from us. Benefits of the new design include a clearer, more concise organization of information to help members better understand how their claims were processed. Also, as a result of going to a more economical two-sided print format, we are reducing our environmental footprint and printing/mailing costs.

Members will receive an insert when they receive the new EOB design for the first time that explains the sections and defines the health care terms included on the EOB. There will also be an interactive, online tool that members can use to visually walk through the EOB and definitions.

If you have any questions, please contact BCBSNC Provider Customer Service at 1-800-214-4844.

*Important Note: This change does NOT apply to Blue Medicare HMO, Blue Medicare PPO, or Federal Employee Program members. Also, there are no changes to the provider Notification of Payment at this time.