BAKER COLLEGE 2012

1. BAKER COLLEGE2012 IMPORTANT TIPS FOR NAVIGATING THE BLUE CROSS/BLUE SHIELD MEMBER PAGE

2. How to Contact Blue Cross Blue Shield of Michigan IVR (Interactive Voice Response system) • Call the Customer Service Number on the back of your card: 1-800-258-8000 • Automated capabilities via the telephone. • Members can get information on: • Claims • Deductible/Maximums • Coverage Information • Order ID cards • IVR is available Monday-Friday 6am-11pm Saturday 7am -6pm Sunday 9am-4pm Customer Service - available Monday-Friday 8:00am – 6:00pm • Speak to a BCBSM Representative for help with claims, benefits, forms, etc… • Your BCBSM Representative will be happy to contact your provider or provider’s billing area to resolve issues upon first contact.

3. Contact information - Online Contact us via the Internet atwww.bcbsm.com • In the past, the Blue Cross Blue Shield Explanation of Benefit Payments (EOB) statements you received in the mail after doctor or hospital visits have proven to be a good way to keep track of your medical care while helping us hold down costs. • Through Blues innovation, your EOBs are now available to you online, as handy as your computer and as fast as your Internet connection allows. • Using just your keyboard, Web access and a few quick clicks, you can now keep an eye on your health care information in the easiest and most convenient way possible. • Perhaps best of all, you can conveniently view, print or save only those benefit statements you need.

4. Viewing EOBs is easy At www.bcbsm.com log in using your user name and password • Choose Search for EOBs on the left navigation bar and click View All to view all EOBs covered by your policy, or enter the service date ranges you are looking for. • Click Search, and one or more EOB document numbers will be displayed. • Select the document number of the EOB you want to look at, and your EOB will appear in a new window. • Another option is to click Claims Status on the left navigation bar, choose the service date (or View All Claims), then click View EOB. • To discontinue mail delivery of your paper EOBs, click on the link called Click here to update your delivery options (on the Search for EOBs or Claims Status screen). You will receive an e-mail notification when a new EOB is ready for viewing online.

5. Online Health Resources Blue Health Connection TM Our newest addition to Blue Health Connection offers a variety of online health resources including: • Health News • Drug Guide and Interaction Checker • Medical Encyclopedia • Health Assessments • Personal Health Records • Tools: Health Calculators, Quizzes, Drug Guide and more... If you have Blue Health Connection as a benefit of your plan, our Online Health Resources are available in Member Secured Services.

6. Health Coach Hot Line Access via www.bcbsm.com • Available 24/7, our Health Coach Hot Line provides Blue Cross Blue Shield of Michigan members with access to trained, courteous registered nurses and health educators who provide accurate information on a wide range of topics. They also assist individuals who may be uncertain about whether to seek medical care. These skilled and knowledgeable nurses: • Discuss at-home treatments for minor illnesses and injuries • Share tips for healthy lifestyles • Offer guidance on controlling or effectively managing chronic conditions such as asthma or diabetes • Answer questions regarding pending surgeries • Help members understand medical tests • Suggest available community resources • Mail health education materials • Refer members to disease management programs • Provide research information on rare medical conditions • Dispense educational information on preventive care like mammograms, immunizations, prostate screenings and more

7. Find a Doctor on www.bcbsm.com Whether you're looking for a new doctor or you simply want to find out how to contact a doctor you've seen before, just access www.bcbsm.com to find a participating provider in Michigan, or visit www.bcbs.com for non-Michigan providers. You can choose the kind of doctor you're looking for: • General practice or specialist • Hospital or medical facility • Eye doctor • Hearing Services Provider • PPO PT Providers • DentistYou can even search by City or zip code.

8. Using the Online Drug Benefit Tool You can access the Online Drug Benefit Tool from www.bcbsm.com. Here’s what you can find on the site: • Benefit highlights • View your current copayments and pharmacy benefit information including your deductible and out-of-pocket maximum (if applicable). • Formulary lookup • See if a certain drug is on BCBSM’s drug formulary.* You can also get a cost estimate for a selected medication. • Pharmacy locater • Find a participating pharmacy near you. You can search for 24-hour pharmacies and pharmacies that participate in our 90- day Retail Prescription program (if applicable). • Personal Health Rx • Print your prescription history for a visit to your doctor or for tax reporting. Details include copayment, deductible and out-of-pocket information.

9. Using the Online Drug Benefit Tool BCBSM offers several other Web-based resources for prescription drugs on bcbsm.com. These include: • Approved Drug Lists (Formularies) • Prior Authorization/Step Therapy • Generic Drugs • 90-Day Retail Prescription Drug Program • Mail Order Prescription Drug Program • Specialty Drugs • Medication Guides and Brochures • Base Pharmacy Program

10. Accessing your drug claims history Enter the BCBSM.com website, click on Member Area

11. Accessing your drug claims history Click on Prescription Drugs. Scroll down to Drug coverage and Claims Online, click on this link.

12. Accessing your drug claims history To access claims information for prescriptions on June 30, 2010 or prior, click on MedImpact.

13. Accessing your drug claims history Sign in to MedImpact with your username and password. If you are a new user, register now for access.

14. Accessing your drug claims history For prescription information from July 1, 2010 to current, click on medco.com

15. Accessing your drug claims history - Medco Register or sign in to medco.com

16. Member Liability What do you pay for covered services? Deductibles, copayments and coinsurance are the amounts you pay for covered services. • Deductible The Deductible is the amount you must pay for the health care services you receive before our plan begins to pay for covered services. • Two or more members on a contract must meet the family deductible with a non-CDH plan. • If the one member deductible has been met, but not the family deductible, we will pay covered services only for that member • Covered services for the remaining family members will be paid when the full family deductible has been met • We will not apply charges toward your deductible if one of the following applies: • The charges exceed our approved amount. • The charges are for non-covered services. • Coinsurance Once your deductible has been met you will be responsible for a percentage coinsurance. Once all of the members covered under the subscriber's contract pay a combined coinsurance total up to the contract maximum in a calendar year, no more coinsurance will be required for the remainder of the year. At this time all covered services will payable at 100% of our approved amount. • Copay You may also be responsible for a flat copay on certain services.

17. Provider Network & Travel Largest Provider Network The depth and breadth of Blue Cross Blue Shield's provider network is unequaled. Our Customers have access to more than 80 percent of the doctors and 90 percent of the hospitals in the United States. In Michigan, our network includes 100 percent of the hospitals and more than 95 percent of the doctors. Worldwide Coverage Even when your employees leave the country, their benefits travel with them. BlueCard Worldwide allows your employees and their dependents traveling or living abroad to receive covered inpatient hospital care and physician services. The BlueCard Worldwide program includes a network of over 900 hospitals in more than 130 countries. Visit the Blue Cross Blue Shield Association web site, www.bcbs.com, to locate participating providers outside Michigan.

18. Quit the Nic The Blues have developed tools to help members become nonsmokers. In addition to the option of using Zyban and nicotine replacement therapy such as patches, gum or nasal sprays, we encourage our members to enroll in our free smoking cessation program, Quit the Nic! Quit the Nic has a proven track record of helping members give up tobacco for good. 800-775-2583

19. Members have access to special discounts and trusted health and wellness resources Healthy Blue Xtras’ offers are redeemable at locations in Michigan Blue365’s offers are redeemable on a national basis for members living in and outside of Michigan Generous savings on everything from groceries, nutrition, fitness memberships, fitness gear, travel and more from Michigan and national businesses to promote and support healthy, balanced lifestyles Visit bcbsm.com/xtras to view all the detailed offers and how to redeem Member Added Value:Savings Programs Website - Bcbsm.com/xtras

20. Sampling of Companies Included in Michigan Savings Program Center for Yoga

21. Sampling of Companies Included in National Savings Program * * currently Michigan locations only