With WellNow Urgent Care announcing its intent to leave Excellus BlueCross BlueShield’s provider network on December 31, 2023, we are prepared to assist our members with questions about their health benefits and options for care. Contrary to public statements, we have been and continue to, engage in contract discussions with WellNow and will inform you if they choose to leave our network in 2024.
Communicating to our members
We have taken several steps to ensure our members are being assisted.
- A microsite has been created to help our members find options for care and we encourage them to visit ExcellusBCBS.com/CareOptions. The website includes:
- How to find a primary care doctor if you don’t have one
- Information on accessing telehealth services
- A list of in-network urgent care providers by county.
- We will be mailing informational letters to all Excellus BCBS members who have used WellNow services in the past 12 months (11/30/2022-11/30/2023).
- These same members will receive a follow-up communication as soon as we know whether or not WellNow will remain in our network.
- A postcard that includes a link to our Care Options microsite will also be sent to members in early January, educating them on how to access telehealth services and the differences between out-of-network and in-network care.
As you know, members’ coverage for out-of-network care will depend on the type of health benefits they have. Members can log in to their online account to view plan coverage or call the Customer Care phone number on the back of their member card with questions.
Reimbursement request
Excellus BCBS has strong relationships with over 97 percent of our local providers participating in our network, including other providers of after-hours, urgent care, and other immediate care services.
We have proudly served our communities and partnered with our local providers and health systems for almost 90 years. Our relationship with you is important.
If you have questions, feel free to reach out to your account manager.
