Health Advantage

Management Update (2011)

A personal perspective from David Bridges, president and chief executive officer of Health Advantage

Our Member Satisfaction Vision:

The Right Service for Every Member Every Time

2010 Member Survey Results Reflect Continued High Satisfaction!
Health Advantage continues to be rated high by members surveyed for timely and accurate claims processing and customer-service satisfaction. We are focused every day to respond to our members and health care providers timely and resolve inquiries on initial contact.

In the 2010 Consumer Assessment of Healthcare Provider and Systems (CAHPS®) 4.0H survey, Health Advantage ranked above both national and regional averages for patients and members satisfied with Health Advantage and especially satisfied with their choice of physicians and other health-care professionals. Refer to the Member Satisfaction Survey on our web site for additional information.

Programs Encourage Healthy Lifestyles

Health Advantage is moving ahead with many quality initiatives to improve the lifestyles of our members. Programs already are in place for diabetes, preventive health, breast and cervical cancer, flu and pneumonia, and depression. We partner with several companies offering member discounts on health-related activities and contact lenses. Also provided for our members is the popular health-coaching and health-information service through HealthConnect Blue.

Services Expand as Costs Remain Low

During the past several years, Health Advantage has enjoyed the lowest administrative cost percentage of any HMO in the state, and Health Advantage ranks in the top quartile for holding down administrative costs as compared to national HMOs.

Additionally, please check the improved Health Advantage member self-service on My Blueprint. Your claims status including your explanation of benefits, helpful health care information that is Good 4 You, etc. is available 24/7/365.

During 2010 we expect to launch a new Personal Health Statement that will replace the current explanation of benefits. These new statements will be easier to understand and help our members manage their health and their finances.

We're working to keep you informed

Changes to Health Advantage benefits are based on our current understanding of Health Care Reform. These changes have been made in good faith based on the interim final regulations released by the U.S. Department of Health and Human Services. Many of the regulations remain in a “comment” period; therefore, other changes could be coming. We will continue to keep you up to date. As your health insurance company, it's our responsibility to help you understand the changes in your coverage. And, it's our privilege to serve you.

Looking ahead

The future will be challenging for the healthcare industry, but Health Advantage and Arkansas Blue Cross Blue Shield will adapt successfully to this new marketplace. As we move forward in implementing the many changes mandated in the new Health Care Reform law, we remain committed to improving healthcare for the members who choose Health Advantage. We will be here for the long run, and we remain devoted to our members and our mission of providing access to quality, affordable healthcare.

Health Advantage employees are proud that we focus our efforts to provide excellent service and keep general and administrative costs low.

At the same time, we are working with providers for cost-effective utilization management of health care resources – all in an effort to keep premium rates affordable.

Finally, we are committed to creating an environment in which we will continue to improve our product designs, expand member self-service and provide more member educational information and tools to assist members in making their health-care decisions.

We would like to include for this year's Management Update the information from the: Advertorial from the Blue Cross and Blue Shield Association that appeared in USA Today on April 1, 2010.

For the last year, the nation's attention has been fixed on reforming our healthcare system. On behalf of our nearly 100 million members, Blue Cross and Blue Shield companies are committed to working with the Administration and all other parties to implement this new law.

As we have done throughout our 80-year history, we will continue to help people navigate the healthcare system, especially at this time when many people are confused and unsure of what reform means to them. Being a part of the Blue Cross and Blue Shield family is about so much more than a simple membership card. It is a commitment to service excellence regardless of where you live or what kind of health plan you have. It is financial security in times of healthcare necessity. It is investments in the communities where you live, work and play.

While our nation may have new healthcare laws, much work remains. We need to build a better healthcare system where people live healthier lives. We must make fundamental changes to how care is delivered so that people don't just have access to care, but that everyone receives the highest quality care. And we must address the rising cost of healthcare and bring spending in line with costs in other areas of our economy.

With the help of the nearly 15,000 doctors and nurses that serve integral roles within our health plans, Blue Cross and Blue Shield companies will continue to take a leading role in defining the future of healthcare in America.

At this moment of change, our members can rest assured that we will remain true to the heritage that always has differentiated Blue Cross and Blue Shield companies. In that spirit, we are committed to moving forward and helping make the legislation work for all Americans.

Count on us.