Anthem Blue Cross 2007 Annual Report Download - page 19

17
WellPoint, Inc. 2007 Summary Annual Report
Better care, better value for
Big Lots associates
MARK FISHER :: Director, bene ts and human resources
information systems at Big Lots, Columbus, Ohio
Big Lots is the nation’s largest broadline closeout retailer,
with more than 38,000 employees, $4 billion in annual
revenue, and more than 1,350 stores in 47 states. When
the company began searching for a new bene ts provider
in 2006, it conducted an exhaustive survey of the nation’s
largest insurers.
Early in 2007, Big Lots chose Anthem National Accounts
to provide its medical, dental and pharmacy bene ts, along
with comprehensive disease management and other specialty
bene ts packages.
“One of the things that really stood out was Anthem’s
customer service approach,” said Mark Fisher, the director of
bene ts and human resources information systems at Big Lots.
“Another big advantage was the level and breadth
of service Anthem offers. We saw an immense value in
consolidating all our bene ts with one company. Finally,
Anthem’s discounts were the best we had seen, though
this was not just a discount-driven decision.”
Over the past year with Anthem, Big Lots has seen a
dramatic increase, from 75 percent to 99 percent, in the
number of associates who choose in-network physicians
and health care facilities. As a result, Big Lots has been
able to lower health care costs across the company.
“Anthem’s network is extremely large, and this is
important for our associates,” said Fisher. “It’s easy for them
to go anywhere in the country and  nd a doctor, hospital, or
pharmacy that’s in the network. That’s extremely important
for them, because it helps them save money, and it gets
them the quality of care they’re looking for.”
Customer service that goes
the extra mile
DEBBY AND DARIN BRINSEY :: Anthem members
Leavittsburg, Ohio
In November 2007, Debby and Darin Brinsey, Anthem members
in Leavittsburg, Ohio, left with their children to spend
Thanksgiving in Florida. On the morning after Thanksgiving,
they were scheduled to take a family cruise.
Upon arriving in Florida, however, Debby and Darin realized
they had accidentally left the medication for their 10-year-old’s
ADHD (attention de cit hyperactivity disorder) back in Ohio.
They scrambled to  nd a friend to send Tyler’s medicine
to them, but soon realized that because of the holiday it
would not arrive before their cruise ship sailed. And because
Tyler’s medication was classi ed as a Schedule II narcotic,
the Brinseys’ pediatrician in Ohio could not call in another
prescription to a pharmacy in Florida.
Desperate, Debby called the number on the back of
her Anthem membership card. She reached care manager
Kristine Braun. After Debby explained the situation, Kristine
immediately set to work. She solved the problem within
two hours. “I could tell that it was very important to this family
to resolve their issue quickly,” Kristine said. “They needed me
to do something that they couldn’t do for themselves. That’s
what we’re here for.”
Kristine arranged for the Brinseys’ pediatrician to speak
with a network pediatrician in Florida, who wrote an emergency
prescription. She also arranged to annul the existing
prescription in Ohio.
“Kris went above and beyond,” Debby said. “So many
times you hear, ‘I can’t help you,’ or people just don’t want
to take the extra time. Kris really took a personal interest
in our case. Thanks to her dedication and commitment, we
were able to get the medication and have a wonderful cruise.
We will never forget how she helped us.”