How Blue Cross Blue Shield of Arizona is Leveraging ReferWell to Reinvent the Member Journey

Member Journey Mindset

Navigation and Physician Scheduling

Data Integration & Risk Mitigation

Provider Engagement

In this Podcast…

Bright Spots in Healthcare

Phylicia Schroeder, Manager, Provider Engagement and Quality Analytics at Blue Cross Blue Shield of Arizona Medicare Advantage and Janine Wakim, Head of Operations at ReferWell, join Eric to discuss how the plan is transforming the member journey by instituting a cultural shift putting the member’s needs above the plan’s needs, adding that to accomplish this goal, the plan uses data and predictive analytics to learn about what makes its members unique.

Topics covered during the episode include:

  • Member journey mindset
  • Navigation and physician scheduling
  • Data integration, risk mitigation (as it relates to CAHPS) and
  • Provider engagement

Phylicia and Janine share many bright spots your plan can implement to provide a tailored experience for your members!

This podcast produced by Bright Spots in Healthcare and was live streamed on July 12, 2023.

Interested in learning more?

If you have any questions or would like to speak to a ReferWell team member to learn more on this topic, you can reach us by phone at (800) 970-5875 or by email at

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Putting Health Equity Into Action

Many health plans are already advancing health equity by offering their members resources to address social, economic and cultural barriers to care. To get members to use these resources – payers must help beneficiaries leverage these resources in a different way.

We want to hear from you, and learn about your challenges.

ReferWell is dedicated to helping health plans advance health equity by scheduling underserved members for the care they need.

If you’d like to learn more about how we can help guide you through the challenges you face at your plan, let’s schedule a call today.