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Case Management Program
Case Management Program
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Our Case Management program provides a mix of benefit management and individual care planning to members diagnosed with a complex medical illness. Our skilled case manager will work with you and your health care team to develop short and long-term goals to help you maintain your quality of life-or, in some cases, make it better. Follow this link to learn about our Program for Children with Serious Illnesses.

To be eligible, you must:
  • Have complicated, multiple medical needs
  • Have a history of a medical condition that is difficult to control
  • Have an active health care policy administered by us
  • Agree to participate in our Case Management program
Services include:
  • Personalized care and coordination of services provided by a nurse case manager
  • Development of a care plan that addresses both your and your physician's health care goals
  • Assistance with benefit information to you and your health care team
  • Help obtaining referrals to community resources
  • Ability to be a liaison between you and your health care team
Case Management can:
  • Emphasize the importance of maintaining regular contact with your physician's office
  • Inform you about valuable community resources that can help with management of your illness
  • Offer tips on how to follow the treatment plan developed by your physician
Learn More:
For more information about this program, please contact us:
  • In the Central New York, Binghamton, Elmira, Utica or Watertown areas:
    Call 1-800-251-7884 (TDD/TTY 1-888-442-7486)
    Contact the supervisor at 585-238-3615 or 1-877-222-1240 x 3615
  • In the Rochester area:
    Call 1-877-222-1240 (TDD/TTY 1-877-398-2282)
    Contact the supervisor at 585-238-3615
For information regarding Behavioral Health Case Management services in all regions:
  • Call 1-800-277-2198 (TDD/TTY 1-800-421-1220) Monday through Friday, 8 a.m. to 5 p.m.
    If you call after-hours, please leave a message and we will return your call by the next business day.
Excellus BlueCross BlueShield contracts with the Federal Government and is an HMO plan and PPO plan with a Medicare contract. Enrollment in Excellus BlueCross BlueShield depends on contract renewal. Submit a complaint about your Medicare plan at www.Medicare.gov or learn about filing a complaint by contacting the Medicare Ombudsman. .
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