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News & Updates


New Features in Secure Member Portal

Effective Thursday evening July 14th, we implemented a series of enhancements to the secure member portal on the website for BlueCross BlueShield of Western New York.  Once you log in as a member, changes you will see include:

  • Updates to the design, layout and navigation on the secure web pages
  • Ability to opt in to receive notifications when Explanation of Benefits (EOBs) are available online
  • Government Member enhanced access to your plan information


Updates to Design, Layout and Navigation

The design, layout and navigation updates will be immediately visible when you log in.  Whether you are logged in or not, web pages have consistent look and functionality.  You may also access content from anywhere in the site without having to log in and out. 


In making these enhancements, we added new MY ONLINE SERVICES navigation options.  Once you log in as a member, you will find that MY ONLINE SERVICES allows you to more quickly locate specific plan information and related services, such as:

•           Change a Primary Care Physician
•           Order a new ID Card
•           View Claims
•           Engage a physician in an online "appointment" via our Online Care service
•           Access their Medco Rx records online (if they have prescription coverage)

(Specific options available to a member will vary based on each member's plan.)


Going Green with Online Explanations of Benefits (EOBs)

An online Explanation of Benefits (EOB) makes it easier and more convenient to organize and track health care services and benefit payment history than paper EOB statements.


When you log in the first time – after the launch of these enhancements – you will automatically be given an option to sign up to receive EOB notifications and opt out of paper.  Once you opt-in, you will receive e-mail notifications whenever an EOB is available to view, print and download online.  For more information, review Frequently Asked Question about Online EOBs (link to separate page?)


Frequently Asked Questions About Online EOBs.

Q.  What are EOBs (Explanation of Benefits)?
A.  EOBs track health insurance costs, break down costs and amounts paid to providers by both the member and the insurance plan. In the event that services are denied or not covered in full, EOBs explain why.


Q.  How are online EOBs different from paper EOBs?
A.  The actual Explanation of Benefit is the same and is generated just as quickly. The only difference is in the way you receive your EOB - online instead of by USPS mail.


Q.  Why should I move to online EOBs?
A.  There are several key benefits to electronic EOBs:

  • View EOBs anywhere, anytime you have access to the Internet.
  • Online EOBs are stored for you. With just a few clicks, you can view, download, and print EOBs securely and safely.


Q.  How do I move to online EOBs?
A.  There are a few steps to follow to sign up and view your EOBs online:

  1. Register for or sign-in to Online Services using the Manage Your Account function on either the home page or on the Member page.
  2. When you log in with your user ID and password the first time you will be prompted to sign up for online EOBs.  Alternately, you can click on Change Notifications in the MY ONLINE SERVICES menu to sign up any time.  If you aren’t signed up you will also be reminded from time to time.
  3. Once you have opted in, click on the "e-Services" tab.
  4. Click on "View Claims".
  5. Select "Member" in the view claims window. You can also search for EOBs by your claim number, or by date of service.
  6. Click the "Explanation of Benefits" link to view a PDF for your EOB.


Q.  Why don’t I receive a paper EOB statement anymore?
A.  When you sign up to receive online EOB notifications, you no longer receive a paper EOB statement.


Q.  Why do I receive an e-mail notification saying that my EOB is available to view online?

A.  You selected the option to receive online EOB notifications for delivery of your EOBs electronically rather than receiving a paper EOB statement.


Q.  What if I change my mind and want to go back to paper EOBs?
A.  You can opt out of receiving online EOB notifications at any time by logging in and clicking on the "Change Notifications" link on our web site.


Government Member Enhancements

The Government Member enhancements provide access to the secure member portal on the website for Government Programs members.  These include members who have plans in these categories:

  • Child Health Plus (State)
  • Family Health Plus (State)
  • Healthy NY (State)
  • Community Blue Medicaid Managed Care (State)
  • Medicare Advantage (Forever Blue PPO and Senior Blue HMO) (Federal)


Historically, these members did not have the same access to plan information as other commercial and direct pay members.  In conjunction with the Secure Member Portal Migration project, if you are a member of a Government plan, you will now have access based on the specifics of your plan.

Once you log in to the secure Member portal as a Government Programs member, the MY ONLINE SERVICES options relevant to you plan are displayed.  This will allow you to quickly identify and go specific plan information and related services.


Access to information and services varies by the plan you have:

  • Child Health Plus, Family Health Plus and Community Blue Medicaid Managed Care members have access to:
    • Change your Primary Care Physician
    • Order a new ID Card
    • Engage a physician in an online "appointment" via our Online Care service


  • Healthy NY and Forever Blue Medicare PPO and Senior Blue HMO members are able to:
    • Order a new ID Card
    • View Claims
    • Engage a physician in an online "appointment" via our Online Care service
    • Access your Medco prescription records online (if you have prescription coverage)