2024 Annual Report: Driving Excellence Through Discipline and Adaptability
Blue Daily
| 3 min read
Market pressures are driving rapid changes in the health care landscape and significant increases in health care costs. To combat those issues, we’re transforming our organization with a collection of efforts that address financial health, new capabilities, strategic planning and more.
Our willingness to evolve and our ability to tackle challenges head-on are why Blue Cross continues to be recognized nationally for excellence.
Ranked No. 1 in member satisfaction
In J.D. Power’s 2024 Member Health Plan Study, Blue Cross Blue Shield of Michigan achieved the highest member satisfaction ranking among commercial health plans in Michigan. We also were one of four health plans nationally to receive No. 1 rankings in all eight dimensions of the study:
- Product/coverage offerings
- Problem resolution
- Ability to get health services
- Digital channels
- People
- Saving time/money
- Trust
- Ease of doing business
Medicare Advantage plans continue to shine
Our member-centric approach to delivering quality coverage and care for our senior members is paying off. In 2024, Blue Cross Blue Shield of Michigan’s results within the Consumer Assessment of Healthcare Providers and Systems patient satisfaction surveys for Medicare plans exceeded the targeted scores. These results and success in other measures led to our Medicare Advantage HMO and PPO plans earning 4.5 Stars from the Centers for Medicare & Medicaid Services.
Star Ratings are CMS’ measure of how well health plans serve their Medicare Advantage members. Only 40% of health plans across the country achieved at least a 4-Star rating, meaning our plans rank as some of the best available to seniors in our market. These results are proof that Blue Cross employees are serving our members well by providing outstanding experiences.
Integrating Care Solutions
BCBSM is continuing to evolve our approach to treat the body, mind and spirit of our members and customers through integrated care solutions. A portfolio of solutions was implemented to integrate care across medical, behavioral, and pharmacy services. An integrated employee assistance plan, a pilot program to support members prescribed behavioral health medications and improved member portal navigation for behavioral health services were introduced. Additionally, a new program to work directly with a BCBSM pharmacist to improve coordination of care was launched for our highest risk members.
Improving Prior Authorization Experience
Prior authorization is important to validate medical necessity and the appropriateness of services and prescriptions. Blue Cross’ prior authorization program promotes quality and patient safety for members and provides assurance that the member gets effective care at the appropriate time.
To simplify the access to care, gold carding programs are in place for providers who consistently demonstrate a high approval rate for prior authorization requests. In 2024, BCBSM improved the prior authorization experience by expanding gold carding programs to include high-tech radiology and sleep studies.
Additionally, enhancements were made to the member portal to improve overall member experience. Members are now able to track the progress and outcome of prior authorizations in the member portal.
