3.6 million Blue Cross members now receive EOBs in easy-to-understand format

As part of our commitment to improving the customer experience, millions of Blue Cross Blue Shield of Michigan members are receiving a newly designed Explanation of Benefits statement. So when you see your patients, they may comment that their EOB has changed. This article provides details about the changes.

For a first phase of the project, which took place earlier this year, Blue Cross enhanced the EOB for 1.7 million of our members. During phase two in September, 1.9 million more members moved to the enhanced format.

The new EOB design improves clarity and usefulness, making the EOB statement easier to read and understand. And when members understand how claims and billing work, including their cost share, there’s less confusion. The end result? A more streamlined claims and billing process for your office.

Members will benefit from the following improvements:

• Addition of procedure description and procedure code
• Claims shown in summary (by provider) and detail (by individual claim)
• Modified titles and labels, following Clear and Simple^® principles
• More logical organization of data and consistent use of terms
• Elimination of acronyms, redundancy and unnecessary words
• Enhanced glossary of terms
• Additional highlighting of amounts for which the member is responsible

We’re confident that the changes we’re making for our members will lead to additional benefits for your office. Please note that the reporting we provide to health care providers will not change at this time, although we continue to explore initiatives that help improve the experience for our members, customers and providers.