Written by Ashley Norris and Anne Neubauer
Coordinating medical care can be frustrating, such as researching different providers to find the right one, navigating long lead times for appointments, and waiting for test results and important questions. It takes time.
Unfortunately this is not a special experience. Most U.S. adults (65%) say medical management is overwhelming, time-consuming, and often delays treatment, which can impact health outcomes and place a financial burden on patients.
It doesn't have to be this way.
Blue Shield of California's Virtual Blue Health Benefits Plan provides members with easy-to-access, integrated care through a team of virtual primary, behavioral and specialty health professionals who deliver virtual appointments within an average of just three days. Members also have the option of in-person care if needed or preferred.
This is critical at a time when access to care is an issue across the industry. In a post-appointment survey of Virtual Blue members, 63% said they would have avoided or delayed care or gone to urgent care or urgent care instead if virtual care was not available. Choosing an emergency room can cost at least four times as much as other outpatient treatments.
To make care easier for our members, Virtual Blue provides access to health coaches who simplify their lives. Member coaches are at the heart of the integrated team, coordinating a seamless care experience by assisting with in-person and virtual appointment scheduling, pre-appointment preparation, post-appointment follow-up, and more.
In its first year since launch, Virtual Blue has already shown some promising early results, including a virtual doctor Net Promoter Score (NPS) of 96 out of 100, as measured by post-visit surveys. Masu. NPS is a standard metric for overall satisfaction.
But it goes beyond the numbers. Several of his Blue Shield employees who helped build Virtual Blue and are now members of the plan share their experiences and insight into why they are excited about this innovative healthcare option. Did.
peter long
How is Virtual Blue different from other plans?
Navi Mudahar, Director of Health Transformation Acceleration, Blue Shield: Virtual Blue delivers health equity using a model that enables all members to achieve their full health potential, regardless of race, ethnicity, gender, disability, or region. We partner with a medical group with 40% of BIPOC physicians to provide a care team that delivers a personalized care experience through direct and consistent contact with our members, leading to health in the virtual blue. We prioritize fairness.
“We are excited to partner with Blue Shield,” said Peter Long, Executive Vice President, Strategy and Health Solutions, Blue Shield. Virtual Blue eliminates the need to log into four or five different apps. One for behavioral health, one to see a specialist, and one to check your health plan benefits. Virtual Blue takes all the value from the virtual care solution ecosystem and incorporates it into one integrated platform and delivery model.
Will Phelps
Are there any particular benefits of Virtual Blue that stand out to you?
Will Phelps, Product Strategist at Blue Shield said: Having a $0 virtual care copay makes a huge difference and makes the entire caregiving experience so much easier. Simply log in, select a time, and schedule an appointment with your doctor. I never ask, “How much does this cost?” You can consult an attorney at no out-of-pocket cost before any other decisions are made. You can also connect with a virtual care team that understands my background and select doctors based on criteria such as gender, race, experience, language, and expertise in the LGBTQIA+ community.
Peter Long: This is health care that works for me. It's healthcare in my back pocket, always accessible. It's a health plan that provides the right care at the right time and place. It saves you the hassle of navigating complex systems, making your own decisions, and using Google and other methods. Working with a team of professionals to guide my care allows me to make informed decisions.
Navi Mudahar
How has Virtual Blue Health Coach made a difference in your care journey?
Will Phelps: Coaches are an important part of your healthcare team and can help you navigate post-visit follow-ups, choose the right in-network provider, schedule virtual and in-person appointments, set reminders for next steps, and more. Masu. In my case, my records were transferred to my dermatologist before my appointment, so the doctor already had my information from the beginning and was able to provide a continuing level of care.
Nabi Mudahar: Immediately after the virtual visit, my health coach called me and asked, “How was it? Did you get everything you needed? Do you have any questions?” Everything was great, but I needed to decide where to put my lab. My coach immediately sprang into action. Within minutes, they sent me an email with a list of all the labs in my network.
Learn more about Virtual Blue here. Commercial organizations interested in offering Virtual Blue to their employees can visit here.
See an overview of Virtual Blue and member introductions
