How Do I...

Q1: Medical Plan FAQ's
A1:

How do I receive the highest level of benefits for my medical claims?
Before you receive health care services, you should be sure that your health care provider is a network provider. It is your responsibility to check your provider’s network status, each visit, to ensure that you will receive the highest benefits your plan allows.

What if my doctor refers me to another provider that is not in the network?
It is your responsibility to check your provider's network status, each visit, to ensure that you will receive the highest benefits your plan allows. You can ask your doctor to refer you to another physician participating in the network.

What if I require emergency care?
If you require emergency care for a life- or limb-threatening emergency, seek care immediately at the nearest facility. The services you require will be covered at the highest benefit level of your plan. These situations include such conditions as serious burns, poisoning, convulsions, or severe difficulty breathing.  You should contact your doctor within 24 hours, or the next working day. This helps to ensure that your doctor is fully aware of all medical episodes and can monitor you following the emergency situation.

What if I become ill while away from home traveling in the United States or abroad?
Your medical plan uses the BlueCard PPO program off-site link. With the BlueCard PPO program, your standard network benefit structure is available nationwide. Your ID card contains a "PPO in a suitcase" logo which identifies you as a member of the BlueCard PPO program. The program links together PPO network providers from Blue Plans across the United States. Call 1-800-810-BLUE (2583) for participating providers or visit bluecard.com off-site link. If you require medical services outside the United States, use BlueCard WorldWide participating providers off-site link. To locate one of these providers, call the BlueCard Worldwide® Service Center at 1-800-810-BLUE (2583) or collect at 1-804-673-1177 if you are unable to find a suitable provider. You may also visit bluecares.com off-site link to locate a participating provider. 

Other than the benefit level, are there any differences in the medical plan if I use non-network providers?
Non-network health care providers can bill you for any difference between actual charges and the approved amount plus any charges for services deemed not medically necessary or not authorized by BlueCross BlueShield of Tennessee.  For these reasons, it is very important to select a network provider whenever possible and to show your identification card to your doctor or hospital before you are admitted. The card contains information about the prior authorization requirements and also provides a toll-free number that providers may call for more information about your benefit plan.

Why did I receive a coordination of benefits letter in the mail?
Each year you will receive a coordination of benefits letter to verify if you or your eligible dependents have obtained or will obtain other medical insurance coverage. This coordination of benefits investigation procedure is a cost containment feature to prevent two insurance companies from making duplicate payments on the same charges, which in turn makes the cost of your insurance premium lower. It is important to keep your COB information current to avoid a delay in claims processing. When you receive a COB letter, fill it out and return it immediately, or you can update your COB information on the web at www.bcbst.com using BlueAccess.

What do the terms "medically necessary" or “medical necessity” mean?
Medical services received must be medically necessary to be covered by the plan. The services must be of proven value for use in the general population and must meet the following criteria;

  • have final approval from the appropriate government regulatory bodies;
  • have scientific evidence permitting conclusions concerning the beneficial effect of the service on health outcomes;
  • improve the net health outcome;
  • be as beneficial as any established alternative;
  • demonstrate the improvement outside the investigational setting; and not be an experimental or investigational service.

What does the term “investigational” mean?
Investigational is defined as medical, surgical, diagnostic, psychiatric, substance abuse or other health care services, technologies, supplies, treatments, procedure, drug therapies or devices that are not approved by the appropriate regulatory agency as appropriate for the proposed use. Items or services classified as investigational are not covered by the insurance plan.

What about prior authorization? Who is responsible for this outside the BlueCross BlueShield of Tennessee network?
Please remember that certain services must have prior authorization. Most providers will handle this for you. However, outside the BlueCross BlueShield of Tennessee network, you should either call to initiate the process or follow up to make sure that it is done.  For members who use the BlueCard PPO program, there is no mechanism for this plan to require the provider to write off benefit reductions or denials that occur as a result of failure to comply with prior authorization requirements. This means you will be responsible for any such reductions or denials. For prior authorization, providers may call the number listed on the back of your ID card. Members should contact member service at 1-800-245-7942 to verify prior authorization.

Should I be prepared to pay money at the time of service?
Network providers have the right to collect any deductible, copay, or coinsurance amounts on the date of service.

How can I find out what network my medical plan uses and if a doctor, hospital or other provider is in the network?
You can review the provider directory from this site. For medical providers in AL, AR, GA, KY, MS, MO, NC, TN and VA, select Blue Network P.  Click here off-site link for providers in other states and be sure to select the PPO network option.

How can I find out what is covered under a benefit plan?
You can review plan benefits using BlueAccess at www.bcbst.com.  BlueAccess allows you to review coverage information, benefits applied (including deductible and out-of-pocket balances), and other benefits information. If you prefer, you may call the BlueCross BlueShield TVA member service line at 1-800-245-7942 or ask your physician to submit a pre-determination request form describing the condition and treatment. The physician should send it to BlueCross BlueShield of Tennessee, Attention: Provider Service Center 2 West, 1 Cameron Hill Circle, Chattanooga, TN 37402. BlueCross BlueShield of Tennessee will respond to confirm or deny benefits within three weeks.

How do I find out how much of the medical deductible or medical out-of-pocket has been met?
You can check the status of your deductible or out-of-pocket by using BlueAccess at http://www.bcbst.com/.

How can I find out what is covered under the preventive care allowance?

Each person covered under one of the medical plan options is eligible for plan payments, with no dollar limit, for routine exams. This benefit is not subject to the deductible, and you do not have to pay coinsurance or a copayment for services covered under the preventive care benefit. Any office visit, screening exam, lab work, or other service in connection with a routine physical as defined by the American Medical Association is covered under the preventive care benefit.

Services can include but are not limited to: gynecological exam, annual routine exam, mammogram screenings, pap smears, prostate screening, audiology screening, flu shots (both seasonal and H1N1), pneumonia shots, colonoscopies and related routine diagnostic services. If the services are billed as routine or preventive services, the claim(s) will be processed under the preventive care benefit. 

Annual preventive health exam for adults and children aged six and older are covered, including screenings and counseling services with an A or B recommendation by the United States Preventive Services Task Force ( USPSTF) and performed by the physician during the preventive health exam.

Preventive health exam for children through age 5 are covered, including screenings with an A or B recommendation by the United States Preventive Services Task force (USPSTF) and performed by the physician during the preventive health exam ("Well Child Care").

The services are subject to guidelines under the Patient Protection and Affordable Care Act. If the services are billed as routine or preventive services, the claim(s) will be processed under the preventive care benefit. Contact BCBST for a complete listing or to verify coverage of preventive services.  

 
How do I file a medical plan grievance with BlueCross BlueShield of Tennessee and TVA?

TVA members, or their representative, must file a Level 1 Grievance through BlueCross BlueShield of Tennessee prior to appealing through the TVA Joint Health Care Committee. A Member Grievance is a formal request for reconsideration of a denial of a claim or service.  The member grievance can be filed by the member or a representative acting on their behalf. The member (or their representative) must complete a grievance form. The form can be obtained by calling the BlueCross BlueShield of Tennessee Customer Service department or by clicking here.

 


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Q2: Other Program Options FAQ's
A2:

I have heard of a BlueCross BlueShield of Tennessee program called BluePerks® . As a TVA member, am I eligible to participate in this program?
Yes. BluePerks® is a program that features discounts on alternative medicine and wellness services not covered by a medical plan. For locations and phone numbers, call the BlueCross BlueShield of Tennessee BluePerks Discount Program CAM Service Center (1-800-227-5911).  A list of alternative medicine practitioners can also be found on the BluePerks web page at http://www.bcbst.com/learn/blueperks/. There is also a paper listing available for those members who do not have Internet access.

How do I find out more information about the services available through TVA’s Employee Assistance Program?

The Employee Assistance Program, administered by Resources for Living, offers confidential assistance to employees and household members to help them address and resolve personal and workplace challenges. The EAP offers short-term counseling and/or referrals on all aspects of life at no cost to you including:

  • Relationship difficulties
  • Emotional/physical concerns
  • Work or family stress and anxiety
  • Alcohol and drug abuse
  • Personal and life improvement
  • Legal or financial topics
  • Depression
  • Childcare
  • Eldercare issues
  • Grief issues
  • Identify theft

For more information, vist the Employee Assistance Program page (accessible from inside TVA only), the Resources for Living website, or call Resources for Living at 888-482-2733, 24 hours a day, 7 days a week.

 

 

How do I find out more about the services available through TVA’s Healthcare Assistance Program?

For information on this program, visit the eBenefits site on TVA’s Inside Net (available from within TVA). These services are part of the medical benefits you receive as a TVA employee or a non-Medicare retiree.

If you have a medical condition, you may be eligible for care-management services under this program. This feature may provide a specialized nurse available by phone to provide you with information and support to help you follow your doctor's treatment plan. 

An online Personal Health Record at www.myactivehealth.com/tva will let you easily keep track of your health information. Information from your doctors’ visits and prescriptions are added as long as you are enrolled in a TVA medical plan. You can update your record at any time with other health information.

You have access to a 24-hour nurse call line where you can talk to registered nurses who can answer many of your questions about medical conditions, your symptoms, or help you decide what to do when you don't know where to turn. You can reach a nurse 24 hours a day by calling toll-free 1-888-227-6859. Retirees on the Medicare Supplement Plan are also eligible for the nurse line.

 


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Q3: BlueCross BlueShield of Tennessee Member Service, Claims, and other Administrative FAQ's
A3:

How do I contact BlueCross BlueShield Member Service?
Member Service can be reached at 1-800-245-7942 between 8:00 AM and 5:15 PM EST Monday through Friday.

How do I request additional identification cards?
You can request identification cards using the BlueAccess site or you may call the BlueCross BlueShield TVA member service line at 1-800-245-7942.

How can I add or remove dependents from my benefit plans?
If you need to add or remove a dependent, you must contact the TVA Service Center in Knoxville at 632-8800, in Chattanooga at 751-8800, or toll-free at 1-888-275-8094.

How do I change my home address information?
All address changes must be submitted through TVA. Employees can change their home addresses through TVA’s Self Service Solutions or by calling the TVA Service Center in Knoxville at 632-8800, in Chattanooga at 751-8800, or toll-free at 1-888-275-8094. Retirees should submit address changes in writing to the TVA Retirement System at 400 West Summit Hill Drive, WT 8A, Knoxville, Tennessee 37902.

How can I get information on a claim that has been filed?
You can get information on claims and print explanations of benefits (EOB) using BlueAccess which allows you to check claims status and review other important benefit information.

What if I have questions about the charges or services shown on a claim or EOB or if I disagree with the payment that was made on my claim?
You can call the Member Service line at 1-800-245-7942.  The Member Service Representative will assist you in explaining the way your claim was handled and, if necessary, can send your claim for further review.

Where should I file a paper medical claim?
Most claims are filed electronically by your physician or hospital facility. In States other than Tennessee, use the BlueCard Program to search for a participating provider. BlueCard providers agree to file the claim for you as well and accept contract rates and discounts. However, should you need to file a claim yourself, claims should be submitted to BlueCross BlueShield of Tennessee, Attn: Member Benefits Administration, One Cameron Hill Circle, Suite 0002, Chattanooga, TN 37402.

How are BlueCard PPO claims filed?  
As long as you use a BlueCard PPO network provider, the provider will be responsible for filing the claim. This claim will be filed to the local BlueCross BlueShield Plan where the provider has a network agreement. You should always make sure that your provider has your most current ID card and that they file the claim with the 3-digit alpha prefix.

How can I get copies of the explanations of benefits for claims that have been processed?
You can print duplicate EOB's using BlueAccess at site.


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Q4: Prescription Drug Benefit FAQ's
A4:

Is there a website for members?

Catamaran offers a personal, secure website, www.mycatamaranrx.comYou will need your prescription Member ID number to log in after your effective date.  This website has many tools to help you get the most from your pharmacy plan.  Locate and get directions to pharmacies, compare drug prices, refill mail order prescriptions, view your claims, record your health history and much more! 

How do I know if my brand prescription drugs are preferred?

Please contact Catamaran Member Services at 855-234-3511. After your effective date, you may use the Price and Save feature on our website at www.mycatamaranrx.com to obtain a cost estimate for your medication.

Am I required to fill maintenance medications through mail order?

Most maintenance medications are required to be filled through Catamaran Home Delivery. Members are allowed three fills at retail. However, beginning with the fourth fill at retail, the member will pay the full cost for the medication and will not receive any plan discount or reimbursement.

Who do I contact with further questions?

Member Services representatives are available to answer any questions regarding your pharmacy benefits.  Please call toll-free, 855-234-3511. TTY users should call 711. Representatives are available 24 hours a day, 7 days a week.


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Q5: Health Savings Account (HSA) FAQ's
A5:

What is a Health Savings Account (HSA)?
An HSA is a trust or custodial account established exclusively to receive tax-favored contributions on behalf of eligible individuals enrolled in high-deductible health plans (HDHPs). TVA’s Consumer-Directed Health Plan (CDHP) meets the requirements of a HDHP. 

Amounts contributed to an HSA accumulate on a tax-free basis and withdrawals are not subject to tax if they are used to pay for eligible medical expenses for you and your dependents. Contributions made in one year, and not used to pay expenses in that year, may be used to pay eligible medical expenses in later years.

An HSA is fully vested at all times and portable, meaning that it can move with you as your circumstances change. Once you reach age 65, you may use the HSA funds to pay for most retiree medical insurance or other medical expenses on a tax-free basis, or may take a distribution for any other reason and pay only ordinary income tax.

Who do I call to ask questions about my HSA?
Only employees participating in the Consumer-Directed Health Plan are eligible to have health savings accounts. For information on how to open an account or questions about your account, you should call the HSA trustee, HSA Bank. You can reach HSA Bank at 1-800-357-6246 from 8 a.m. - 10 p.m., ET, Monday - Friday or visit www.hsabank.com/tva  anytime. You can also email questions to askus@hsabank.com.


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Q6: Additional FAQ's
A6:

Why did I receive a coordination of benefits letter in the mail?
Each year you will receive a coordination of benefits letter to verify if you have obtained or will obtain other medical insurance coverage. This coordination of benefits investigation procedure is a cost containment feature to prevent two insurance companies from making duplicate payments on the same charges, which in turn makes the cost of your insurance premium lower. It is important to keep your COB information current to avoid a delay in claims processing. When you receive a COB letter, fill it out and return it immediately, or you can update your COB information on the web at www.bcbst.com using BlueAccess.


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