Simplifying the Complex: How BCBS AZ is Streamlining the Healthcare System

Care itself is complex enough, the healthcare system shouldn’t make it harder… here’s how BCBS AZ made it easier!


ReferWell reached out to 13,383 members 2 times within 30 days


ReferWell scheduled 331 appointments in 31 days


ReferWell scheduled appointments with an 84% show rate for APE and a 75% show rate for BCS

CASE STUDY: BCBS Impacts 10x More Care Gaps for Colorectal & Breast Cancer Screening with ReferWell’s Care Navigation & Scheduling

This study included: 

  • Scheduling colonoscopies and mammograms, and coordinating services such as provider communication and appointment reminders 
  • Recording members with previous care gap appointments for the plan 
  • Sending stool screening tests (FIT kits) to members’ homes 

ReferWell care navigators called members and attempted to schedule them for a colonoscopy, mammogram or both and, if needed, offering to schedule appointments with a convenient, in-network provider while on the phone with the member. Just one month into the engagement, ReferWell far surpassed the goals set by the health plan. The following graphic shows ReferWell’s success compared to the metrics that the health plan selected as KPIs.

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

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 Glazer on his podcast Bright Spots in Healthcare 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!

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

If you would like to learn more about our work with BCBS AZ or would like to explore related topics, check out our case study on improving CAHPS scores. Or, you can explore our library of blogs and thought leadership articles by clicking here.

CASE STUDY: Improve CAHPS by Scheduling Annual Wellness Visits

Participating in an Annual Wellness Visit has been proven to enhance member satisfaction with their plan. This case study will provide insight into how a major health plan catering to Medicare Advantage and dual-eligible members has implemented this process.

  • Improve CAHPS scores by enhancing member experience with appointment scheduling as a strategy
  • Outreach to an incredible 12,000 members 3x each within 30 days
  • Advanced health equity with an impact 62% above the benchmark in the most vulnerable ADI zones

Get your case study now to see how to delight and engage members around appointment scheduling

Want More?

If you would like to learn more about this topic or related topics, check out the links below. Or, you can explore our library of blogs and thought leadership articles by clicking here.

Helping Members Who Routinely Don’t Get Access, ReferWell Gets Them Scheduled for the Care They Need

Data shows that when payers provide help in scheduling member appointments with community-based organizations, mental health counselors and other agencies, they directly impact outcomes.

The Critical Role of Human Connection in Creating Equitable Access

Empathy plays an important role in health equity and access to care. In this video, Jada Creer, a ReferWell care navigator, talks about building trust and the role of empathy in her team’s member outreach.

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.