Spending Smart,Living Well

Resources from Horizon BCBSNJ and SGS North America

Inside, you’ll see all that’s available to help you

become a better health careconsumer. Learn more

about how your health planworks – and how to make

it work for you.

Learn about the benefits, tools and services your

Horizon Blue Cross Blue Shieldof New Jersey health plan

offers to help you spend smart, make good health decisions

and live well.Your Horizon BCBSNJ health

plan is effective January 1, 2017.Services mentioned in this booklet cannot be used

before that date.

Your Horizon BCBSNJ Health Plan ...................................................................................... 2Your Secure Member Online Services .................................................................................. 3Horizon CareOnline ............................................................................................................ 424/7 Nurse Line .................................................................................................................... 5Need Help in a Hurry? ........................................................................................................ 6Primary Nurse Case Management ...................................................................................... 7Top Care at Blue Distinction Centers .................................................................................. 8ABCs of EOBs ...................................................................................................................... 9Adding to Your Family ...................................................................................................... 10Health Plan Overview ........................................................................................................ 11Find the Health Care You Need Almost Anywhere ............................................................ 12Contacting Horizon BCBSNJ Member Services ................................................................ 13Horizon BCBSNJ Non-Discrimination Notice .................................................................... 15

In this Guide...

2

Your Horizon BCBSNJ Health PlanWhat’s so great about getting your health benefits from Horizon BCBSNJ?Plenty! Our programs provide much more than just health insurancecoverage when you are sick or need to visit a doctor. Being an educatedand informed health care consumer means taking full advantage of yourbenefits so you can take control of your well-being.

As a Horizon BCBSNJ member, you have access to:

• Our vast network of doctors, hospitals, facilities and other health care professionals.

• Personalized support for chronic conditions.

• Urgent care centers and retail health clinics when your condition needs urgent attention, but not emergency services.

• Doctors, 24/7 and from the comfort of your own home,by web, mobile device or phone, using Horizon CareOnline.

• Nurses offering health information 24/7.

• Helpful online tools for managing your health, includinginformative frequently asked questions (FAQs), an interactive Message Center and a Chat feature.

• Discounts on popular health and wellness products.

For more information about your benefits, after January 1, 2017please visit HorizonBlue.com/sgs to register for and sign in to Member Online Services, or call our Member Services team at 1-800-355-BLUE (2583). For asssistance during your open enrollment period, please call 1-800-722-BLUE (2583)and select prompt 3.

p. 4

p. 5

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We look forward to helping you and your family get the health careservices and information you need to spend smart and live well.

Need help?HorizonBlue.com/sgsor 1-800-355-BLUE

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Medical plan information is just a click awayYour Secure Member Online Services

For an easy, secure and quick way to track your health plan benefits and health information, use your Member Online Services at HorizonBlue.com/sgs. With Member Online Services, you can:

• View your benefits.

• Check your claims status and payments.

• View authorizations and referrals.

• Print, request or show on-screen virtual member ID cards.

• Tell us if you have other health insurance.

• Find an in-network doctor or hospital.

• Read answers to frequently asked questions.

• Chat online or send us your health coverage questions through our secure Message Center.

• Change your doctor.

• Access your personal health record.

• Manage your account and preferences.

When using or registering for Member Online Services, please keep these tips in mind:

• You must have a valid email address.

• Compatible with MS Windows and Mac OS.

• Supports latest versions of Internet Explorer, Firefox, Chrome and Safari.

• Mobile supported by iPhone® OS, Android™ OS and Windows Mobile OS.

• Latest version of Adobe Acrobat® Reader needed to view some content.

To register for Member Online ServicesVisit HorizonBlue.com/sgs and click Register Today. If you need help accessing Member Online Services, email Member_Portal@HorizonBlue.com.

Safe and secure Member Online Services uses the latest technology to keep your information secure. By creating your account with a personal password, your information remains confidential. Your Member

Website

Horizon Blue Cross Blue Shield of New Jersey is pleased to offer youaccess to Horizon CareOnline. Through this convenient, confidentialtelemedicine service, you can talk with a licensed, board-certifieddoctor via video, chat or phone – 24 hours a day, seven days a week –no appointment needed!

Horizon CareOnline does not replace your relationship with yourPrimary Care Physician (PCP) or personal doctor. You can visit a doctoron Horizon CareOnline when:

• Your doctor’s office is closed.• You feel too sick to drive.• You are traveling and need medical care.

We work with American Well, a leader in telemedicine, to bring youcare that is:

• Dependable. 24/7/365 access.• Convenient. No appointment needed, and ePrescriptions available in most places.1

• Flexible. Choose the doctor who meets your needs.• Confidential. Private and secure.

Who are the Doctors?Clinical services for Horizon CareOnline are provided by doctors who:

• Are U.S. board-certified, licensed and credentialed.• Average 15 years experience in primary and urgent care.

You can review each doctor’s profile and patient reviews, and selectthe doctor who best meets your needs.

Enrolling is EasyTo get started, visit SGS.Amwell.com, call 1-855-818-DOCS (3627) orscan the QR code below from your web-enabled mobile device.During enrollment, be sure to enter Horizon Blue Cross Blue Shieldof New Jersey as your Health Plan and SGS as your Service Key.

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Consult with a doctor anytime and anywhereHorizon CareOnlineSM

1Telemedicine is available in most states, except for a few that don’t allow it or eprescriptions. To find out what rules American Well applies in each state, visit info.americanwell.com/where-can-I-see-a-doctor-online.

2 There is no charge to download the Amwell App, but rates from your wireless provider may apply.

Get the AppVisit the App Store or Google Play

or scan the code below with

your web-enabled device.

A Doctor at YourFingertips

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Our 24/7 Nurse Line can give you peace of mind when coping with medical issues or if you need health guidance.1 The nurses can help you:

• Get answers to your health questions 24 hours a day.

• Understand doctor-approved information to guide your health decisions.

• Understand if the Emergency Room, a doctor visit or self-care is right for your needs.

• Explore the risks, benefits and possible outcomes of treatment options.

• Get tips on nutrition and exercise.

• Learn about health screenings and immunizations.

You also have access to a Maternity Health Coach through the 24/7 Nurse Line. You’ll get one-on-one counseling and educational support to help address your:

• Pregnancy concerns

• Health issues that might affect your pregnancy or delivery

• Questions that you may have before and after your pregnancy

Just call 1-888-624-3096 to speak to our caring registered nurses who have an average of 15 years of clinical experience. You may be asked for your member ID number at the start of the call.

You can also chat online with a nurseWith our 24/7 Live Chat, you can have an individual, secure and confidential online discussion with a nurse and get the information you want – all from your computer. Just sign in to Member Online Services at HorizonBlue.com/sgs. Select the Tools & Resources tab and then select Nurse Chat from the lower right corner of the page.

1 For informational purposes only. Nurses cannot diagnose problems or recommend specific treatment. They are not a substitute for your doctor’s care. In an emergency, go to the nearest hospital or doctor or call 911 or your local emergency services number.

For our members and their families, help is available around the clock24/7 Nurse Line

For benefits information, including: • claim status• explanation of benefits• authorizations• and more

visit Member Online Services or call our Member Services Team at 1-800-355-BLUE (2583). For help

during your Open Enrollment period, call 1-800-722-BLUE (2583)

and select prompt 3.

Health Help24/7

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Know your best options for careNeed Help in a Hurry?

When you and/or a family member need urgent carefor a non-life-threatening condition, there are betteroptions than rushing to the nearest Emergency Room(ER). You can visit a participating urgent care center, use a retail health clinic located at certain pharmacychains, or even video chat with a doctor usingHorizon CareOnline (see page 4).

When ER services are used for non-emergencies, we all pay the price.

Here are some examples.Sample Average Costs — ER vs. UCC ER UCCToe Fracture $547 $152Stitches $764 $287Overall Average Visit $1,274 $383

TYPE OF SITUATION EXAMPLES WHERE TO GET APPROPRIATE CAREEMERGENCY

A medical condition that is so severe, it poses a risk to a person’s

life or long-term health.

• Difficulty breathing• Heart attack or stroke• High fever• Loss of consciousness• Poisoning• Severe burns• Wounds that need stitches

Dial 911 (or your local emergency servicesnumber) or proceed to the nearest ER. Referral is not required.

URGENTAn unexpected medical conditionthat is not life threatening but

requires medical attention within 24 hours.

• Earache• Moderate fever• Sore throat• Sprains

Call your doctor first. You may also visit aparticipating urgent care center or retailhealth clinic without a referral.

MINORA medical condition that is not life threatening; may not need

immediate medical attention; and/ormay be treated with self-care.

• Mild headache• Minor cold• Seasonal allergies• Small cuts or bruises• Vaccinations

Call your doctor to see if an appointment is necessary. You may also visit aparticipating urgent care center or retail health clinic.

Routine care is not covered at urgentcare centers. Routine care includes:

• Physical therapy services

• Preventive care

• Routine obstetric services

• Sports physicals

You can receive care faster at an urgent care center or retail health

clinic or by using Horizon CareOnline,rather than at the ER.

Most urgent care centers and retailhealth clinics have weekend and evening

hours — and Horizon CareOnline isavailable 24/7.

Urgent Care

We know you’re busy – but we also know it’s hard to be your best when you’re not feeling well. Horizon Blue Cross Blue Shield of New Jersey is committed to helping you achieve your best level ofhealth, so if you have a chronic health condition, you may benefit from our Primary Nurse program,which supports the care you receive from doctor.

How It Works

Through your Horizon BCBSNJ Primary Nurse, you have access to the knowledge, tools and self-caretechniques that can help you improve your health. If you’re eligible for the program, your Primary Nurse can:• Regularly monitor your medical situation and work with your doctors and caregivers to helpmanage your medical needs.

• Schedule regular calls with you to discuss your health and make adjustments in your daily routineto help you better manage your condition.

• Access a team of additional health professionals, including a registered dietitian, behavioral healthspecialist and pharmacist — to support your health needs.

• Provide assistance in navigating health care system, understanding your benefits and getting theright care from the right people at the right time.

Your Primary Nurse can assist you with any acute or chronic health condition. Some examples include:

• Asthma

• Chronic Kidney Disease

• Chronic Obstructive Pulmonary Disease

• Coronary Artery Disease

• Diabetes

• Heart Failure

7

Integrated Care for a Healthier YouPrimary Nurse Case Managment

For more information or to enroll, please call 1-888-621-5894 and select

prompt 2. Representatives are availableto help you Monday through Friday,

8 a.m. to 5 p.m., Eastern Time.

Manage Complex Conditions

Hospital Safety Score IndicatorsThe Hospital Safety Score is a letter grade that reflectshow safe hospitals are forpatients. The following icons within our OnlineDoctor & Hospital Findershow the safety score of our network hospitals.

Delivering quality health care for our members, every timeTop Care at Blue Distinction® Centers

The Blue Cross and Blue Shield Association recognizes medicalfacilities that demonstrate expertise and efficiency in deliveringquality specialty care by awarding Blue Distinction Center and Blue Distinction Center+ designations.

Blue Distinction Center evaluation is based on what impacts care the most:

• Know-how and expertise of the medical team

• Number of times the hospital has performed the procedure

• Track record for procedure results

Blue Distinction Center+ designation is awarded to hospitals thatmeet the same quality-focused criteria listed above as well as cost-of-care measures.

Several Horizon Hospital Network facilities have achievedrecognition as Blue Distinction Centers or Blue DistinctionCenters+. You can learn more about designated facilitiesthroughout the country and search for designated facilities atbcbs.com/bluedistinction.

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HOSPITALSAFETYSCORE

HOSPITALSAFETYSCORE

HOSPITALSAFETYSCORE

HOSPITALSAFETYSCORE

HOSPITALSAFETYSCORE

Get TopMedical Care

9

Understand how your plan pays claimsABCs of EOBs

Horizon BCBSNJ provides an Explanation ofBenefits (EOB) so you understand how your planpays claims and your role in that process. An EOBwill be available online up to 15 days after theclaim is processed and may show up to 25 claims,giving you a comprehensive view of the servicesyou and/or your dependents have received.

This sample EOB shows what to expect on your EOB.

You can view, download and print your EOBsthrough Member Online Services atHorizonBlue.com/sgs. If you have questions aboutan EOB, use the Message Center or Chat atMember Online Services or call Member Servicesat 1-800-355-BLUE (2583).

PO BOX 420NEWARK, NJ 07101-0420

CUSTOMER SERVICE1-800-355-2583

DATE: 01/25/2014 PAGE 2 OF 2

EXPLANATION OF BENEFITSTHIS IS NOT A BILL

SUBSCRIBER NAME: JOHN DOE SUBSCRIBER ID: 999999999

SUMMARY INFORMATION

DETAIL INFORMATION

PATIENT NAME

DATE OFSERVICE

TOTAL:

1/15/14 ANYTOWN COMMUNITY HEALTH

PROVIDERTYPE OF SERVICE

BILLEDAMT

ALLOWEDAMT

NOT COVAMT

HORIZONPAID AMT

MESSAGECODE

SUBSCRIBERRESPONSIBILITY

YOURCOINS/COPAY

AMT

YOURDEDUCTIBLE

AMT

OTHERCARRIER

PAYMENT AMT

RELATION CLAIM NUMBER GROUP NUMBER TOTAL CHARGE HORIZON PAIDJOHN DOE SELF 123456789000 00 111111 105.00 105.00

105.00

105.00 105.00 0.00

105.00 0.00

A B

C D E F G H I J K

A – Date of ServiceB – Type of ServiceC – Billed AmountD – Allowed Amount

F – Your Deductible Amount

G – Other Carrier Payment AmountH – Not Covered Amount

J – Message Code

K – Subscriber Responsibility

I – Horizon BCBSNJ Paid Amount

E – Your Coinsurance/Copayment Amount

The date that services were provided to the patient.

A brief explanation of each service.

Amount charged by the doctor or health care professional for each service on the claim.

The amount we approved for payment based on your plan benefits prior to the deductible, coinsurance,copayment or other member cost sharing, if applicable. For services obtained out of network, the differencebetween billed and allowed amounts will be included in the amount shown as Subscriber Responsibility (K).

The coinsurance or copayment amount which is your responsibility after you have met your deductible, if applicable. You pay this amount to the doctor or health care professional.

The amount applied to this service under your benefits contract. You are responsible for paying this amountto the doctor or health care professional.

The amount paid by another insurance carrier, if applicable.

Any amount of the fee charged for the service that is not covered by your plan; expenses not covered or inexcess of your benefits. You may be responsible for this amount in addition to any deductible, coinsurance orcopayment. When using an out-of-network doctor, health care professional or facility, the costs above thenegotiated rate of an in-network provider will appear here.

The total amount paid by Horizon BCBSNJ for the services rendered. This amount may be paid to you, yourdoctor or health care professional or designated payee.

These codes refer to specific messages below each claim that help explain how we calculated our payment.

The balance due from you to the doctor or health care professional after the copayment, deductible,coinsurance and benefits are applied.

CUSTOMER SERVICE1-800-355-2583

1/14/16

1/7/16

The ABCs of EOBs

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As an expectant mother, you may have questions and concernsabout your pregnancy and delivery. When you enroll in the PRECIOUS ADDITIONS program, you will receive information aboutpregnancy, childbirth, the postpartum period and your child’sfirst year of life. PRECIOUS ADDITIONS will help provide guidance for making healthy and safe choices during this special time.

If you are pregnant or planning a family, please call MemberServices at 1-800-355-BLUE (2583) for more information onPRECIOUS ADDITIONS.

Partnering with your Ob/GynAs soon as you think you are pregnant, call your doctor toschedule your first prenatal visit within the first three months ofyour pregnancy.

We support the recommendation of the American College of Obstetricians and Gynecologists for obstetrical visits during anormal pregnancy. Your obstetrician will determine the numberof visits that are right for you. If your obstetrician feels you needmore specialized care, you may be referred to one of our casemanagement nurses. This nurse works with you and your doctorthroughout your pregnancy to help ensure appropriate care.

Expectant mothers can enroll for pregnancy-related text messages through Text4babySM, a free text message service from the National Healthy Mothers, Healthy Babies Coalition. To sign up, text BABY (or BEBE for Spanish) to 511411 or visit text4baby.org.

Welcome your PRECIOUS ADDITIONS®Adding to Your Family

Newborn enrollment informationImmediately following the birth of your child, contact the SGS Benefits Line at 1-855-903-1131 or online atmysgsbenefits.com to add your newborn to your HorizonBCBSNJ health plan. Notification of a family status change, like the birth of a child, divorce, marriage, etc., must occurwithin 31 calendar days from the date of the event.

At your first visit, your doctor will:

• Review your complete medical history.

• Estimate your due date. • Perform a physical exam

and lab tests. • Discuss lifestyle changes. • Give you an opportunity

to ask questions or shareconcerns you may have.

Your PreciousAddition

SGS North America offers you different Horizon BCBSNJ plan options to choosefrom. Each plan covers the same types ofservices, but they differ by how much you willpay in out-of-pocket costs such as payrollcontributions, copayments, coinsurance anddeductibles. Please check your enrollmentmaterials for detailed information on eachoption. You should know:

• All plans offer in-network prescriptiondrug benefits.

• Preventive care, such as annualphysicals, women’s health, men’shealth, well-baby care and certainprescription drugs, covered at 100 percent and not subject todeductible.

• For an overview of medical benefits, goto sgs.HorizonBlue.com/plans.

• For detailed plan descriptions, sign into mysgsbenefits.com, then go to the Reference Center tab and find:– Summaries of Benefits andCoverage (SBC).

– Summary Plan Descriptions.

PPO with HSA In- and out-of-network access and value-added wellness and discount programs –plus the tax-saving convenience of a HealthSavings Account.

EPO with HSAIn-network access only, with value-addedwellness and discount programs – plus thetax-saving convenience of a Health SavingsAccount.

EPOIn-network access only, with value-addedwellness and discount programs.

Click or Callmysgsbenefits.comFor detailed information about your plans,benefits overview and other SGS programs and services available to you.

SGS Benefits Line 1-855-903-1131 Representatives can help withyour SGS North America benefits from 8 a.m. to 8 p.m., ET, Monday through Friday.

HorizonBlue.com/sgsMake this your first stop for Horizon BCBSNJhealth and benefits information and tools.

Prime Therapeutics Pharmacy Benefitsmyprime.com • 1-877-794-3574Enjoy the convenience of looking up, gettingpricing for, ordering and reordering yourprescriptions, including 90-day supplies deliveredright to your doorstep.

A snapshot of Horizon BCBSNJ plans withSGS North AmericaHealth Plan Overview

11

For Your Reference

Living or traveling outside of your home area?Ninety-two percent of doctors and 96 percent of hospitals in the United States participate in BlueCard®.1

To find doctors and hospitals available to you through the BlueCard Program:

1. Have your Horizon BCBSNJ member ID card on hand.

2. Visit HorizonBlue.com/sgs. 3. Select View Our Network under the Doctor & Hospital Finder heading.

4. Select National Doctor & Hospital Finder on the next page, then choose BlueCard PPO/EPO from the Choose Your Network dropdown menu.

5. Enter your search criteria and click Go.

You may also call BlueCard Access at 1-800-810-BLUE (2583) for the names and addresses of doctors and hospitals in the area where you or your covered dependent need care.

1 Network numbers are current at the time of printing.

Find the Health Care You Need Almost Anywhere

Care WhereverYou Go

12

13

Contacting Horizon BCBSNJMember Services

(Continues)

14

Contacting Horizon BCBSNJMember Services

15

!!!!!

Notice of Nondiscrimination

Three Penn Plaza East Newark, NJ 07105-2200 HorizonBlue.com

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Horizon Blue Cross Blue Shield of New Jersey complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability or sex. Horizon BCBSNJ does not exclude people or treat them differently because of race, color, national origin, age, disability or sex.

!Horizon BCBSNJ provides free aids and services to people with disabilities to communicate effectively with us, such as:

!• Qualified sign language interpreters • Information written in other languages

!If you need these services, contact Horizon BCBSNJ’s Director of Regulatory Compliance at the phone number, fax or email listed below.

!If you believe that Horizon BCBSNJ has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability or sex, you can file a grievance with:

!Horizon BCBSNJ – Director, Regulatory Compliance Three Penn Plaza East, PP-16C Newark, NJ 07105 Phone: 1-800-658-6781 Fax: 1-973-466-7759 Email: ComplianceAndEthicsOffice@HorizonBlue.com

!You can file a grievance in person, or by mail, fax or email. If you need help filing a grievance, Horizon BCBSNJ’s Director of Regulatory Compliance is available to help you.

!You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at:

!Office for Civil Rights Headquarters U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C. 20201 1-800-368-1019 or 1-800-537-7697 (TDD)

!Complaint forms are available at www.hhs.gov/ocr/office/file/index.html.

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Notes

Notes

HorizonBlue.com/sgs

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