BlueCare Self-Service Frequently Asked Questions (FAQs)
LOGGING ON
Why can’t I log on to the system?
Before logging on for the first time, you must register your account. You will
be asked to pick a unique username and a password, along with an e-mail
address, challenge question and answer. Once completed, you can log on to the
system with the username and password you just registered.
I have entered all my information. Why won’t the system allow me to
register?
There are two possible reasons. 1) The username you have chosen is
already being used by another member. To resolve this, please choose another
username. 2) You are not authorized to enter the system. This means that you do
not have coverage with BCNEPA and cannot register. If this is not correct,
please call us at the number on the back of your ID card to verify.
AUTHORIZED USERS
I am the contract/policy holder. Whose information will I
be allowed to view if I register as myself?
When registering as yourself, you will be able to view your
information along with your MINOR dependents' information.
I am the contract/policy holder and I have an authorization form on file to
view my spouse's claims. Why can I not see their information?
In order to view your ADULT dependent's information,
you will have to register as their authorized user.
I am the spouse on the contract/policy and I should be able to receive my
minor children's information. But, when I register on the system, I am only
able to view my information.
Only the contract/policy holder can view the minor dependents' information when
registering as himself/herself. Since the contract/policy holder is the
individual with whom Blue Cross of Northeastern Pennsylvania (BCNEPA) has a
contract/policy, they are able to view the information.
What is the authorized/personal representative ID number and how do I
obtain it?
In order to register as an individual's authorized representative, you
will be asked to enter an Authorized/Personal Representative ID. If you have an
authorization form or a personal representative document on file with BCNEPA
you will be able to get this number. You can get this number by calling us
at the phone number on the back of your ID card and asking for an
Authorized/Personal Representative ID letter.
What if I want to view a family member's information and I do not have an
authorization form or personal representative document on file with BCNEPA?
You can get an authorization form by
clicking here or by calling us at the number on the back of
your ID card. Personal Representative documents are Power of Attorneys
Court Orders, Gurardianship documents, etc. All documents can be sent to:
Attention: Privacy
& Security Office
Blue Cross of NEPA
19 N. Main St.
Wilkes-Barre, PA 18711
PIN (PERSONAL IDENTIFICATION NUMBER)
Why can I see only benefits when I log on?
Upon registration, a PIN (Personal Identification Number) letter will be
generated and sent to you at the address we have on file. This PIN letter will
explain how to verify your PIN and upgrade your access to see claims, request
ID cards, or if applicable to your coverage, view referrals and change your
PCP.
I am trying to verify my PIN. Why am I receiving an error that the PIN and
Username do not match?
The username is case-sensitive and needs to be entered exactly as
you entered it during registration. The PIN needs to be keyed in
exactly as shown on the PIN letter. The PIN is also case-sensitive, so upper
and lower case letters need to be that same as on the letter. Be careful since
zeros (0) may look like the letter O and lower case (l) may look like an upper
case (I) or the number one (1).
Do I have to use this PIN every time I log on?
No, the PIN will only be used one time to allow you to use the additional
services available.
BENEFITS
Why can’t I view my dental or vision care coverage?
Blue Cross of Northeastern Pennsylvania does not administer the benefits for
these plans; therefore, we do not have the information to supply to you. If you
have questions on this coverage, please call the number on the back of your
dental or vision ID cards.
I have three children, why do I only see my policy in the dropdown list?
If you are an adult dependent on the contract and not the contract policy
holder, you will only be able to view information on yourself. The only way you
will be able to view others on your contract is if there is a valid
authorization on file with our Privacy and Security Office. (Please refer to
"Authorized Users.”)
I have verified my PIN and I now see all five tabs to work with. Why can’t I see
my spouse’s and/or my adult dependent’s claims or referrals?
As a contract policy holder you will be able to see benefits for everyone on
your contract. You will not be able to view claims or referrals for family
members on your account that are over the age of 18. The only way to view this
information is to file a valid authorization form with our Privacy and Security
Office. (Please refer to the question "Authorized Users.")
How far back can I look for benefits? referrals? claims?
You can view benefits and referrals up to one year prior to today’s date.
Claims can be viewed 2 years prior to today’s date.
PCPs
Why can I only change my PCP effective date to a future date?
Changes to your PCP can only be made for a future date. Call the number on the
back of your ID card if you need additional help.
ID CARDS
Why can I request ID cards only for my entire family?
With some plans, you can request only one card if you have individual coverage
and two cards if you have family coverage. BlueCare HMO members can request
cards for an individual family member.
CLAIMS
I have BlueCare Traditional coverage. Why can’t I see the claims from my
doctors' appointments?
BlueCare PPO and BlueCare Traditional professional (doctor) claims are
processed for us by Highmark Blue Shield. These claims are not stored in our
electronic system. If you need information on these claims, please call the
number on the back of your ID card.
Why can’t I see claims for prescription drugs?
These claims are processed by Express Scripts, Inc. These claims are not stored
in our electronic system. If you need information on these claims, just
click here or call the number on the back or your ID card.
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