Rising costs are a top healthcare concern for employers and members alike. For example, ninety percent of annual healthcare costs are for people with chronic and mental health conditions.¹ Additionally, hospital prices have increased over the last decade – driving roughly half of the average annual increase in health insurance premiums.² 

As Minnesota’s largest nonprofit health plan, reducing the total cost of care is paramount. Enter: Blue Care Advisor^SM. Blue Care Advisor brings together health, wellbeing and navigation into one easy-to-use digital solution to increase engagement, improve outcomes, simplify the healthcare experience, and ultimately, lower costs.

This past January, Blue Care Advisor launched with a segment of employer groups, and midyear data shows significant member engagement, leading to notable reductions in total cost of care, a core focus of Blue Cross and Blue Shield of Minnesota.

By zeroing in on critical experience areas — adoption, satisfaction, steerage and impact — we can better ensure members are utilizing the solution and that it is providing meaningful value.

Adoption

Users are returning after initial login at a rate of 65 percent,³ surpassing our year-end goal and industry benchmark of 41 percent.³ Members are returning to Blue Care Advisor to:

• Find a provider, clinic or medication 
• Track medical spending
• Engage in personalized next best action recommendations for their healthcare journey

Satisfaction

Eighty-eight percent of members are satisfied with Blue Care Advisor.⁴ In addition:

• 83 percent of members find a doctor or clinic that meets their needs⁴
• 81 percent of members understand the cost of medical care⁴ 
• 93 percent of members report that care advocates are knowledgeable and communicate information in a way that is easy to understand⁴
• 86 percent of members say they are satisfied with customer service interactions and the recommendations they receive⁴

Steerage and impact

Blue Care Advisor is designed to guide members to the care they need when they need it, reaching people at double the rate of industry averages.³ 

Rates of personalized next best action recommendations:³

• Back pain: 72 percent
• Preventive care: 63 percent
• Behavioral health: 58 percent
• Diabetes: 40 percent 

This influence is driving member actions, and based on the numbers, it is driving action across conditions closely tied to total cost of care. With personalized guidance, members are taking control of their health.

Additionally, early results indicate a correlation between members who register for Blue Care Advisor and a reduction in gaps in preventive care exams. Registered members are twice as likely to complete preventive care exams, driven by serving personalized content and recommendations, as compared to those that are unregistered.³

Deep data delivers results

Blue Care Advisor leverages machine learning and artificial intelligence (AI). Members are placed into any combination of 140 unique, clinically validated segments, which help determine risk profiles. We use daily algorithms to identify gaps in care, barriers to care, emergency room (ER) overutilization, medication adherence and more. The result? Unique insights that drive personalized next best action recommendations help drive better health outcomes – such as fewer ER visits, lower hospitalization rates, increased preventive screenings – and lower the cost of care. 

Unlike other payer-based advocacy or vended navigation tools, Blue Care Advisor has breadth and depth. It’s a single place for members to manage their healthcare, understand benefit information, and track spending real-time. In addition, point solutions are integrated so members don’t have to leave the app or screen, which helps continue engagement. Our people and how we integrate these capabilities into our operations sets us apart and provides an unmatched personalized and high touch experience, connecting members to the right programs and care at the right time.

As of January 1, 2024, all commercial groups will have access to Blue Care Advisor. To learn how your workforce can benefit from this powerful solution, visit the Blue Care Advisor page or contact your Blue Cross representative.