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Making the Member Experience Easier

Hear from AZ Blue's General Manager. He wants to hear from YOU, too!

We know there is an incredible amount of work that goes into caring for our Medicare members every day. You are at the heart of it.

A lot has happened in my six months at AZ Blue. Healthcare as an industry is at a turning point, and it’s caused us to rethink how we can deliver a better experience to you and our members.

People who are new to Medicare (aging-in) are different than the ones 10 years ago. They’re redefining what it means to turn 65. They’re not slowing down – they’re active, more tech-savvy, and focusing on living their best lives. They’re using apps to track their health, scheduling virtual visits, and staying engaged with their benefits like never before.

I’m happy to report that nearly 30% of Medicare Advantage members have registered on the new portal since it was updated last year. When your clients engage with benefits digitally, they’re more likely to take advantage of preventive care, manage chronic conditions, and make informed healthcare decisions, ultimately leading to better health.

While in general, healthcare and health coverage come with many complexities, our Medicare members are connecting with our products and excellent 2025 benefits. With this momentum, just like your clients, we’re not slowing down. There is still much work to be done.

We are listening and learning from your feedback. Even more member portal improvements are on the way, which will further reduce the service demand for you.

We appreciate you and are always open to your questions and suggestions – that's why you’ll also find an ‘Ask AZ Blue’ prompt in these newsletters. Reach out to any of us at any time or contact our Broker Support Team at BCBSBRKSupport@azblue.com.

Frank Fernández
General Manager, Medicare

    Blue Cross® Blue Shield® of Arizona (AZ Blue) is contracted with Medicare to offer HMO Medicare Advantage plans. Enrollment in AZ Blue plans depends on contract renewal.

    You are eligible to enroll in a AZ Blue Medicare Supplement plan if you are age 65 or older, entitled to Medicare Part A, and enrolled in Medicare Part B, and you live in the plan service area. You must continue to pay your Medicare Part B premiums (and Part A, if applicable), if not otherwise paid for by Medicaid or another third party. During the first six months when you are age 65 and also enrolled in Medicare Parts A & B you cannot be denied a Medicare Supplement plan when you apply for one, regardless of health status.

    Health Choice Pathway HMO D-SNP is a Health Plan with a Medicare contract and a contract with the state Medicaid program. Enrollment in Health Choice Pathway HMO D-SNP depends on contract renewal. Health Choice Pathway Member Services can be reached at 1-800-656-8991, TTY: 711, 8 a.m. to 8 p.m., 7 days a week.
    Member Services can be reached at 480-937-0409 (in Arizona) or at our toll-free phone number at 1-800-446-8331 (TTY users should call 711). Hours are 8 a.m. to 8 p.m., Monday through Friday from April 1 to September 30; and 7 days a week from October 1 to March 31. Member Services also has free language interpreter services available for non-English speakers.

    OptumRx® is an independent company providing prescription mail order services.