Blue & You - Spring 2016

Spring
2016
A publication for the policyholders of the Arkansas Blue Cross and Blue Shield family of companies
Our new
app makes
managing
your health
plan a snap!
page
4
Intuitive tools that
work for you.
Meet our Customer
Service team
page
8
Funding
better smiles
page
10
Staying out of
floodwater
page
14

3
- Out of the Blue
4
- There’s an app for that
6
- Welcome new members!
7
- Opportunities for Arkansans without
healthcare coverage and members
with certain individual and family
healthcare plans
8
10
- May we have your email address?
- Hello! Your calls are important to us!
- On the road to better dental health
This wood pallet found high in a tree
shows just how dangerous and fast
floodwaters can be. See more on page 14.
12
- Telemedicine: What is it and
what do we cover?
20
- Go! Fit! Win! The Blue & You Fitness
Challenge is under way!
14
16
17
18
19
- Flood safety – watch out for rising water
- AEDs save lives
- Zika virus
- What is step therapy?
- Good and bad fats in foods
21
22
23
- Arkansas Blue Cross goes “all in”
for the Walk to Defeat ALS
- Three at UA Walton College receive
Arkansas Blue Cross and Blue Shield
endowed scholarships
- Arkansas Blue Cross makes
organizational changes
- Customer service numbers
24
- Blue summer
Spring
2016
EDITOR: Jennifer Gordon – bnyou-ed@arkbluecross.com • DESIGNER: Ryan Kravitz • PHOTOGRAPHER: Chip Bayer
CONTRIBUTORS: Chip Bayer, Katie Eisenhower, Ben McVay and Alex Roberts
VICE PRESIDENT of CORPORATE MARKETING: Eric Paczewitz • DIRECTOR of CORPORATE MARKETING: Kelly Whitehorn
BLUE & YOU Spring 2016
on the
cover
The new Arkansas Blue Cross app
is now available in Apple’s App Store.
See page 4 for more details.

Changes on the horizon
There have been some big changes in leadership
recently at Arkansas Blue Cross and Blue Shield,
and I wanted to share with you what these changes
mean for our business and our relationship with
our members.
Last year, I announced my plan to retire at the end
of 2016. I am proud of the accomplishments and
advancements Arkansas Blue Cross has made in
the seven years I have been president and chief
executive officer, including our ability to navigate
through the changes in the healthcare industry as
a result of the Affordable Care Act. I will truly miss
our staff and the culture that has made us one of
the best places to work in Arkansas three years
running. That being said, the timing is right for new
leadership to move this organization forward in a
continuously changing industry.
In December, our board of directors announced that
Curtis Barnett will take over as CEO beginning in
2017. Curtis was previously senior vice president of
Enterprise Internal Operations and has served in a
variety of capacities since he joined the company
in 1993. I think you will be impressed with the new
energy and ideas he brings to the position.
Several on our leadership team have retired
recently and new individuals are emerging from
within our company, ready to serve at a higher level.
I have confidence in our team, in their experience,
their commitment and their industry expertise,
and I know we can continue to honor the promises
we have made to our members. We also have an
excellent board of directors that includes former
CEOs of the company and community leaders, and
they will continue their strong commitment to our
organization, our not-for-profit status and our focus
on improving health in Arkansas and throughout
the nation.
The timing is right for
new leadership to move
this organization forward in a
continuously changing industry.
As we move forward, we continue to do the
things we do well — providing a broad network
of physicians and hospitals, paying claims quickly
and accurately, and giving excellent customer
service to our members. We look to the future with
high expectations for enhancing our technology,
creating an even better consumer experience and
collaborating with others in the healthcare industry
to bring about positive changes in the health of all
Arkansans and our members elsewhere.
As always, thank you for putting your trust in
Arkansas Blue Cross. It has been an honor to lead
this company, and an honor to serve you.
Spring 2016 BLUE & YOU

There’s an
for that!
An Arkansas Blue Cross
and Blue Shield app is now
available in Apple’s App Store.
Y
ou asked – we listened! Arkansas
Blue Cross and Health Advantage
members now can easily access their
policy information from virtually
anywhere through a free app in the
iTunes ® App Store.
“Members have asked for an app to
help manage their health plan and
connect to their network, and we’re
excited to say it’s here,” said Kelly
Whitehorn, director of
Corporate Marketing.
“Need your member
ID number to make
an appointment?
Use the app!
According to the Pew
Research Center, nearly
two-thirds of American
adults have a smartphone,
and they’re using them
— a lot. The average
smartphone users spend
about two hours and
42 minutes a day using
their phones.
Time spent on iOS- and
Android-connected devices
BROWSER
14%
APPS
86%
4 BLUE & YOU Spring 2016
Source: Flurry Analytics, ComScore, NetMarketShare

“Members have asked
for an app to help manage their health
plan, and we’re excited to say it’s here.”
– Kelly Whitehorn
Director of Corporate Marketing
Numerous surveys indicate that apps provide a richer
user experience and are often faster than mobile sites.
Key characteristics like intuitive design, personalized
features and being task-oriented also draw people
toward apps.
Who can use it:
Arkansas Blue Cross and Health Advantage members.
Find our app:
Search the iTunes App Store for “Arkansas Blue Cross.”
Using the app to pay your bill:
Wherever you are when you remember
your bill is due, you can grab your
device and take care of it. All you’ll
need to get started is your member ID
number and ZIP code. You can pay with
a check, credit or debit card.
When you enter your member ID
number, do not include the alpha prefix.
You only need to include the numbers.
Finding care on the go:
If you need to check the network status
of a particular doctor, you can search
by the doctor’s name. It’s simple!
Viewing claims securely:
Your 10 most recent claims are viewable through the
app; older claims are accessible through a link to your
My Blueprint account. The Arkansas Blue Cross app
does not save your personal information, such as
member ID number or member sign-in information.
This means that you can feel confident that your
health information won’t fall into the wrong hands.
Only you can view it, and only when you want.
The easy-to-use Arkansas
Blue Cross app helps you:
• Pay your bill
• Look up in-network doctors, hospitals
and dentists
• Find locations and stores for face-to-face help
• View recent claims securely at your fingertips
• Review coverage information and dependents
• See digital member ID card information
• Contact Arkansas Blue Cross
If you have more advanced needs, like
estimating treatment costs or shopping
for plans, you also can visit our websites
with a computer or mobile device. All
Arkansas Blue Cross sites, except the
self-service website My Blueprint, are
mobile-friendly. My Blueprint is under
development to be mobile-friendly,
or designed specifically with smaller
screens in mind.
Right now our app is only available in
the App Store, but we hope to have an
Android version in the future.
Health Advantage conversion plans, all Medicare
Advantage plans and Medicare prescription plans
are not eligible to pay online or through the app.
Medicare members do not have access to claims
information through My Blueprint.
Spring 2016 BLUE & YOU
5

WELCOME!
Whether you’ve enrolled in a new individual or family health plan
through Arkansas Blue Cross and Blue Shield, or have a new healthcare
plan through your employer, we want to welcome you and share some
resources to help you get the most out of your healthcare coverage.
WELCOME TO A MORE SECURE FUTURE
WITH ARKANSAS BLUE CROSS AND BLUE SHIELD
A GUIDE TO USING YOUR NEW POLICY
QUICK START GUIDE
Our new Quick Start Guide
for members with individual
or family health plans, is
located on our website,
arkansasbluecross.com.
MY BLUEPRINT
Our online personalized
health self-service
center, My Blueprint,
is for members with
individual and employer
group health plans.
Through the guide you can:
• Understand your ID card
• Learn how to pay your bill
• Find where you can get healthcare
• Enroll in our online self-service center, My Blueprint
CASE MANAGEMENT
If you need help navigating the healthcare
system, our nurse case managers can help you:
• Understand and manage your health condition
• Help identify physicians and facilities appropriate
for your needs
• Better understand the complexities of the
healthcare system
• Identify community resources available to help you
6 BLUE & YOU Spring 2016
My Blueprint gives you:
• Immediate access to claims, benefits
and coverage information
• The ability to review your doctor
• A personal health record
• A way to estimate your treatment costs
• A customer service corner
• Health and wellness resources
COVERAGE WHEN YOU TRAVEL
Your health plan ID card is accepted by almost
every doctor and hospital in Arkansas, and you
can take your healthcare benefits with you
across the country and around the world.
You can find a doctor or hospital outside of
Arkansas by going to our website, or calling
Customer Service.
If you have questions or concerns about your health plan, there are a number of ways we can help:
Our Customer Service
representatives can explain your
benefits, check into a billing
question, help you find a doctor,
or get you in contact with a nurse
case manager. Just call the number
on the back of your member ID
card, or find the number for your
health plan on page 23.
Our websites offer a huge amount
of information. You can find news
about upcoming events sponsored
by Arkansas Blue Cross, learn more
about your health plan, check out the
health and wellness information, email
a Customer Service representative and
even read Blue & You magazine.
We have offices located
throughout Arkansas
(see page 23). Come
in and let us help you.
Our offices offer sales,
customer service,
medical management
and more.
However you choose to talk to us, please don’t hesitate. We love hearing from you!
*These services may not be available or fully available to members with Medicare health plans or ASE/PSE members.

OPPORTUNITIES
for ARKANSANS
WITHOUT HEALTHCARE COVERAGE
and members with
CERTAIN INDIVIDUAL and FAMILY
HEALTHCARE PLANS
To: Our Members
Subject:
May we have your
email address?
The open enrollment period for individual
and family healthcare coverage ended in
February, but you may still be able to enroll.
Do you qualify for the Medicaid
expansion in Arkansas?
People who qualify for the Medicaid expansion
in Arkansas (also referred to as the Private
Option and now called Arkansas Works) can
enroll at any time for healthcare coverage.
You can apply at access.arkansas.gov.
The link allows you to see if you are eligible
for 30 different programs.
Qualifying life event
Certain life events can make you eligible to
enroll in a new plan at any time in the year.
Examples of qualifying life events are:
• Marriage/divorce
• Birth/adoption/new guardianship
• Recent move to Arkansas
• Involuntary loss of other health
insurance coverage
Other qualifying life events allow you to
make changes to your current health plan.
Visit arkansasbluecross.com to view our
individual and family plans and learn more.
This information does not apply to Medicare
health plans. For information on Medicare
health plan special enrollment periods, go
to arkansasbluecross.com.
At Arkansas Blue Cross and Blue Shield,
we are always respectful of your privacy, and
we also understand that you may prefer to
receive information in your email inbox
rather than your home’s mailbox.
When you call Customer Service, you may
be asked to provide a preferred email address
with us. This is completely voluntary. When
you register for My Blueprint , an email is
required. During and after registration, you
can opt in to receive notification of your new
Personal Health Statement or Explanation
of Benefits by email. We plan to send more
information of interest by email to our
members in the future. If you decide at any
time that you no longer want to receive emails,
you can always unsubscribe.
SEND
Spring 2016 BLUE & YOU
7

HOW MAY I HELP
YOU TODAY?
DID YOU
KNOW?
8 BLUE & YOU Spring 2016
When you call Customer Service for Arkansas
Blue Cross and Blue Shield, Health Advantage,
or any of our family of companies, you’ll speak
to someone right here in the heart of Little
Rock, Arkansas.
Many of our representatives started their careers
at Arkansas Blue Cross as Customer Service
representatives (CSR) and have chosen to stay
in that role because they love helping people
so much. They are just like you, with full, busy
lives. They understand that finding the time
to call your health insurance company can be
difficult — and stressful — and they are eager
to make life a little easier for you by answering
your questions and finding solutions quickly.
“Customer Service is part of the larger family
we call Operations,” said Tanya Sallee, director,
BlueAdvantage Customer Service.
Operations includes three departments:
Membership, Claims and Customer Service.
Everything starts with Membership, where your
account is carefully set up. “If a critical piece of
information is missing or incorrect, like a billing
address, date of birth or payment information,”
said Tanya, “this may cause a hiccup in Claims
Doris Cedeno
Doris Cedeno has been part of our bilingual
Customer Service team since 2012. Her secret
to keeping her voice in good condition to talk
to members all day? Hot peppermint tea and
lots of water. “I like to laugh with our members,”
she said. “I also cry with them and feel outrage,
too. I want people to know they aren’t alone,
that what they are experiencing isn’t being
ignored. I definitely am not a robot.” Doris’
favorite moment at work is, “that special feeling
I get when I can fully advocate for a member
in need, or set right a claim for a provider.”
Operations: A Family of Service Departments–
Putting Members First!
and Billing. And when that happens, our
phones start ringing in Customer Service.”
Customer Service’s mission is to answer your
questions and resolve any issues and concerns.
Sometimes it’s an easy question such as how
to find a doctor. Other times it’s more complex,
such as coordinating benefits when you have
more than one insurance policy (which is
primary and which is secondary?).

Meet just a few of our CSRs. You might find you have something in common.
Trevor Rossi
In Trevor Rossi’s workspace, there’s a picture
of Tom Cruise from the movie “Top Gun.”
He’s giving a thumbs up, which is exactly how
Trevor feels when talking to Arkansas Blue
Cross members. “Health insurance can be
complex,” he said, “but it doesn’t have to be
like a foreign language. I like helping people
understand. It takes a lot of stress off of them.”
Trevor loves the new experience he gets
with each call and his favorite moments are
when he can make positive things happen for
people. “That, and a Razorback win.”
Natasha Jefferson
“I love it when we have an ‘aha’ moment of
understanding,” said Natasha Jefferson. “Sometimes
members request my extension, so that they are able
to reach me directly in the future. I gladly give it.”
Natasha has been with Customer Service for almost
eight years and she loves it. She is quick to offer a smile
– in fact, the letters S-M-I-L-E are prominently displayed
on her office shelf. “Insurance can be so challenging
but I love to break it down for people,” she said, sipping
her favorite iced tea. She’s known for her delicious
homemade pound cake, which her colleagues say
is better than anything they’ve tasted from the store.
Our Customer Service representatives
are committed to taking care of
you from start to finish and not
transferring you around. If we discover
you need a different department or
person, sometimes we can get that
answer for you immediately. Other
times we may need to do some
research and get back to you.
Or, we may explain your situation to
our colleagues before we let them get
on the line with you. You won’t have
to explain your question or concern
again and you are never left hanging.
Turn to page 23 to find a list of helpful
numbers. We look forward to taking
your call!
Spring 2016 BLUE & YOU
9

On the Road
to
BETTER DENTAL HEALTH
It’s like the Batmobile — for
teeth. Washington Regional
Medical Center’s 40-footlong
mobile dental clinic is
taking the fight against poor
dental hygiene to Northwest
Arkansas. And, with a recent
donation from the Blue & You
Foundation for a Healthier
Arkansas, it can stay on the
road longer and help more
people in need of care.
The dental-chair-on-wheels
travels to nearly half a dozen
locations providing free dental
screenings and treatment
to people without dental
insurance. Jamie Moore, D.D.S.,
and his staff can help up to
20-25 patients per day with
screenings. They also provide
oral hygiene education and
treatment services including
cleanings, fillings and
extractions.
10 BLUE & YOU Spring 2016
With some appointments
booked five months in advance,
and more than 1,700 patients
already served, it’s fair to say
that the 19-month-old clinic is
meeting an important need in
that corner of the state.
“You have a huge segment of
the population that has little
or no access to care. We want
to help the people who don’t
have any other options,” said
Dr. Moore. “Generally, what
we do on the mobile unit is
the same sort of treatment as
any other practice. We just rub
elbows a little bit more.”
In addition to Dr. Moore, the
truck’s full-time staff includes
a dental hygienist and dental
assistant. It’s outfitted with two
exam rooms, an X-ray machine,
lab, office location for medical
records and scheduling and
a lobby (where the seats are
equipped with seatbelts).
The Blue & You Foundation’s
$144,589 grant helps pay for
these important services, said
Larry Shackelford, Washington
Regional’s senior vice president
of outreach services. He said
the mobile clinic can provide 25
percent more services because
of the grant.
“The grant from the Blue & You
Foundation is an example of how
we’re working jointly to help the
people of Arkansas,” Shackelford
said. “This is healthcare for
Arkansans who wouldn’t get it
otherwise. And 100 percent of the
grant money is being reinvested
into helping patients that visit
the mobile clinic.”

Kyra Guthrie, program manager
for the clinic, recalled some
success stories. One patient
was on dialysis and unable to
get on the kidney transplant
list because of dental health
concerns. With the help of the
mobile clinic, which treated the
patient’s dental needs, he’s now
on the kidney transplant list.
She said another patient was
unemployed and embarrassed
to go on job interviews due to
several decaying teeth. After
having the bad teeth extracted,
the patient told staff that he
felt more comfortable going
out into the world and facing
people at job interviews.
Everyday success stories such
as these — alongside grants
like the one from the Blue &
You Foundation — keep the
Washington Regional Mobile
Dental Clinic on the road day in
and day out, helping uninsured
people in Northwest Arkansas
get the comprehensive dental
services and preventive care
that they need.
WHERE THE
Mobile
Clinic
PARKS
BENTONVILLE
SILOAM
SPRINGS
The Washington Regional Mobile Dental Clinic is a
resource for uninsured and low-income Arkansans.
The vehicle sets up shop in five locations:
Bentonville – Helping Hands
Eureka Springs – ECHO Clinic
Fayetteville – Lifesource International
Fayetteville – Seven Hills Homeless Center
Siloam Springs – The Manna Center
EUREKA
SPRINGS
FAYETTEVILLE
the
IMPORTANCE OF
Dental
Health
Regular trips to the dentist are for more than maintaining your
million-dollar smile. The health of your mouth, teeth and gums can affect
your overall health! Dental health can influence conditions such as:
Diabetes
Oral cancer
Coronary artery disease
Low-birth-weight and premature babies
A real relationship exists between a healthy mouth and overall good
health. That means it’s important for you to get regular preventive
dental care to help maintain your good dental health and overall health.
Spring 2016 BLUE & YOU
11

Telemedicine:
What is it and what do we cover?
COVERED
As medical technology becomes more
advanced, Arkansas Blue Cross and
Blue Shield has a duty to review these
emerging resources to determine if
they provide you with quality care at
reasonable costs. “Telemedicine” is a
spectrum of tools that use technology to
deliver healthcare services at a distance.
The Arkansas Legislature passed a new
law in 2015 that expanded the type
of telemedicine that must be covered
by health insurance plans. Here is a
breakdown of when telemedicine is
covered by Arkansas Blue Cross and
Health Advantage, and when it is not.
Covered as
Telemedicine
In general, it is best for your care to
be provided by a team of medical
professionals who are working
collaboratively for your benefit. For
this reason, in order for a telemedicine
encounter to be covered, you must have
a previously established doctor-patient
relationship through either a face-toface
visit with the doctor providing the
telemedicine, or through a referral to the
doctor providing the telemedicine by a
medical professional who does have a
face-to-face relationship with you. For
instance, if your doctor refers you to see
a specialist in another city that you will
see via telemedicine, the doctor-patient
relationship requirement is satisfied. In
addition, the telemedicine visit must occur
through live audio-visual communication.
Sending a picture in an email and receiving a
reply, or talking on the telephone, generally
does not create a meaningful relationship
and, therefore, is not covered. There are other
restrictions on what types of visits are covered.
Many telemedicine encounters allow for some
aspects of a physical exam to be done, though
an exam is not always necessary. When medical
equipment is needed, staff and equipment must
be available so the consulting doctor can do more
than simply observe and converse with you.
In order to be covered, you generally must be
in a professional office or hospital setting, and
trained medical personnel must be present to
operate the equipment, take vital signs, etc.
The one case in which a patient may be at
home during a covered telemedicine visit is if
the patient has end-stage renal disease.
12 BLUE & YOU Spring 2016

Telemedicine is a spectrum of
tools that use technology to deliver
healthcare services at a distance.
NOT COVERED
Other Forms of
Telemedicine
“Telemonitoring” refers to remote,
electronic monitoring of parameters
such as vital signs, weight, heart rate,
medication adherence, pulmonary
artery pressure or blood sugar via
equipment that is either worn or
monitored through equipment in the
home. Data are trended and analyzed
centrally, providing alerts to doctors or
patients when needed. Telemonitoring is
generally not covered.
Not Covered as
Telemedicine
Nationwide, there are several service
providers that allow you to contact a doctor
or other healthcare provider directly, either by
telephone or Internet, to have a clinical visit.
Typically, these services charge a flat fee for
a visit, there are restrictions on the types of
healthcare services that can be provided and
the encounters do not necessarily involve
a previously established doctor-patient
relationship. Examples of these providers are:
TelaDoc, DoctorOnDemand, American Well
and MeMD. Some self-insured companies
offer these services as an additional benefit to
their employees outside of Arkansas, but these
services are not covered through Arkansas Blue
Cross and Health Advantage. Arkansas State
Medical Board regulations currently prohibit
these visits within the state.
“Mobile-health,” or “m-health,” refers
to the use of devices (smartphones,
tablets) to collect data for your use or for
transmission to a doctor. The iPhone Health
app is an early example of m-health.
M-health is not covered by Arkansas
Blue Cross or Health Advantage.
When in Doubt, Ask!
It is important to note that these
technologies are changing rapidly,
and we will continue to review these
coverage policies in order to address
these changes. If you are unsure if a
technology is covered under your health
plan, please call the telephone number
on your member ID card and ask a
customer service representative. Our
current telemedicine policy is posted at:
arkansasbluecross.com/telemedicine
and healthadvantage-hmo.com/
telemedicine.
Spring 2016 BLUE & YOU
13

FLOOD
SAFETY
WATCH OUT FOR RISING WATER
Spring showers are beneficial for the growing
season, but also can create dangerous
situations. This past winter, severe storms
and heavy rains brought flooding across
several central U.S. states. Winter storm
Goliath, that swept across the country
December 24-29, was responsible for 22
preventable flood deaths.
As the weather warms up, rapid snowmelt,
heavy rains and severe weather can increase
flood risk. Densely populated areas with
potential for runoff and construction that
reduce the amount of rain absorbed into the
ground, areas near rivers and dams or
areas that are dry or close to ice jams
and snowmelt, are all particularly
vulnerable to flash floods.
We don’t want you to be caught
off guard. Here are some tips to
be flood smart and keep you safe.
Preparing AT Home
If flooding is expected and your home is in danger,
flood proof the residence by constructing barriers
(levees, beams, floodwalls), bringing in outdoor
furniture and moving essential items to an upper
floor. You may need to turn off utilities or valves
and disconnect electrical appliances—but do not
do so if you have to stand in water. Call your power
company for help.
Prepare an emergency kit so if you need to evacuate,
you’ll already have:
• Medications, first aid kit and sanitation
and personal hygiene items
• Drinking water (recommended: one gallon
per person, per day for three days)
• Non-perishable food for three days
• Copies of personal documents (medical, deeds,
birth certificates, insurance policies, etc.)
• Flashlight, blanket, rain gear, sunscreen
and insect repellant
• Two-way radio, cellphone, charger and batteries
14 BLUE & YOU Spring 2016

FLOOD TERMS
FLOOD WATCH means flooding is possible. Be alert!
FLOOD WARNING means flooding is occurring or
will occur soon. Get to higher ground!
Caught
IN YOUR
Car
The National Weather Service’s
campaign to “turn around, don’t
drown” can’t be stressed enough.
More than half of flood-related
drownings are vehicle-related. It’s too
easy to misjudge how deep the water
is — never drive into flooded areas!
• Six inches will reach the bottom of
most cars, potentially causing loss
of control and stalling
• A foot of water will float many cars
• Two feet of water will carry away
most vehicles, including SUVs
and pickups
FLASH FLOOD means rapid flooding of low-lying
areas with little or no warning. Get to higher ground!
If floodwaters rise around your car, abandon it and move to higher
ground, if you can safely. If you are trapped inside, find a pocket of
air, roll a window down slowly, take a deep breath and be ready to
swim. If you can’t get out, call 911 or get the attention of someone
nearby to call for you.
TIP!
Keep a utility knife or other rescue
tool in your vehicle; it can be used
to break the window if necessary.
Walking INWater
Resist the urge to play or walk in floodwaters,
especially if they are moving. As little as six inches
of moving water can make you fall and cause
an injury. If you have to walk in water, wherever
possible, walk where the water is not moving and
use a stick to keep your balance and check the
firmness of the ground in front of you.
Other
FLOOD
Dangers
Water is an excellent conductor of electricity; when
water rises, so do chances for electrocution. Stay
away from downed power lines and report them to
the power company.
Roadways that were flooded may be compromised
or weakened. Be aware of those areas and observe
barricades and detours, even after waters have receded.
Avoiding
Contamination
Floodwaters are usually unsanitary; they
can be contaminated by oil, gasoline, raw
sewage and more. Do not play in the water
or attempt to use it. Also make sure to check
news reports to see if your community’s
water supply is safe to drink. If your home is
damaged, you will need to clean and disinfect
everything to remove bacteria and chemicals.
Following all of these tips is important to
weathering any flooding in your community.
Just as important is obeying the advice of your
local authorities. Monitor the news and radio
for instructions and warnings. If they ask you
to evacuate your home, do so immediately and
only return when officials have declared the
area safe. Flooding can’t always be avoided,
but flood injuries and fatalities can.
Spring 2016 BLUE & YOU
15

AED
S
save
lives
When someone is having a heart attack or sudden
cardiac arrest, seconds count.
Cardiovascular disease, including sudden cardiac
arrest (SCA), is the No. 1 killer in the United States
today. An estimated 325,000 Americans die from
SCA each year. Without immediate intervention,
95 percent of all SCA victims will die within
minutes. The reason for this alarming statistic
is largely due to one factor … time.
When someone’s heart stops beating from
SCA it usually goes into an unorganized electrical
activity called ventricular fibrillation. During this
time, if you could see it, the heart would look like
it is trembling. According to the American Heart
Association, the chances of the heart returning to
a normal electrical rhythm decrease about 7-10
percent each minute.
An automated external defibrillator (AED) is a
portable medical device used to treat someone
who is suffering from SCA. The AED assesses
the patient’s heart rhythm, determines whether a
defibrillating shock is needed and then administers
the shock. The user cannot shock someone if they
do not need it. The shock (defibrillation) will stop
the chaotic electrical activity in the heart during
ventricular fibrillation. If this
is done within the first few
minutes of SCA the chances that the heart
will go back to normal electrical activity
resulting in a normal heartbeat can be
increased by up to 86 percent.
Proper CPR (cardiopulmonary resuscitation) from
a bystander also will help to increase the person’s
chance of survival when used in conjunction with
an AED. However, CPR in itself cannot treat
ventricular fibrillation … it is a tool designed
to buy time until a defibrillator arrives.
16 BLUE & YOU Spring 2016

AED Requirements
in Arkansas
A licensed physician is required to ensure AED
program compliance.
Expected AED users must complete CPR and AED
training at least once every two years.
Any person or entity who acquires an AED shall
notify an agent of the emergency communication,
911 or vehicle dispatch center of the existence,
location and type of AED in place.
The AED must be maintained and tested according
to the manufacturer’s guidelines and instructions on
a regularly scheduled basis.
Any person who renders emergency care or
treatment on a person in SCA by using an AED
must activate the emergency medical services
system as soon as possible and report any clinical
use of the AED to the medical provider responding
to the emergency.
Get a Grant!
The Blue & You Foundation for a Healthier Arkansas
recognizes the value of having AEDs available in
public places. For that reason, organizations can
apply for grants from the foundation to purchase
AEDs. Applications for grants for health improvement
projects within the state will be taken through
July 15, 2016. Visit the Foundation website at
blueandyoufoundationarkansas.org for more
information and to access the application.
Good Samaritan
Protection
This law covers the rescuer, property owner, physician
and the trainer. It states that any person or entity
that in good faith and without compensation renders
emergency care or treatment by the use of an AED is
immune from civil liability for:
• any personal injury as a result of the care or treatment
as a result of any act, or failure to act
• providing or arranging further medical treatment
if the person acts as an ordinary, reasonably
prudent person would have acted under the
same or similar circumstances.
Zika virus has been a public health
concern lately, and it has gotten a lot
of news coverage. As a member of
Arkansas Blue Cross and Blue Shield,
Health Advantage or BlueAdvantage
Administrators of Arkansas, we want
you to be able to obtain current, accurate
information about this and other health
concerns. Zika is a virus spread primarily
through mosquito bites. It generally
causes only a mild illness. The major
concern about Zika is that if a pregnant
woman is infected, it could cause severe
birth defects in the fetus.
Zika is new to this country, so we will
learn more over the coming weeks and
months. The following websites contain
the best available information about
Zika, including how to protect yourself.
These websites are continually
updated as we learn more.
Centers for Disease Control
and Prevention (CDC):
cdc.gov/zika/
OR
World Health
Organization (WHO):
who.int/mediacentre/factsheets/zika/en/
Spring 2016 BLUE & YOU
17

WHAT IS
STEP THERAPY?
Step therapy helps people treat medical conditions
with prescription medications by first using generic
drugs and moving to brand-name or higher-cost
medications only if the generic medications are not
effective.
GENERIC MEDICATIONS
Generic medications act exactly
the same way in the body as
brand-name medications, but
they are much less expensive.
Using generics helps you, as a
health plan member, save money
and still receive the medications
you need for your health.
Generic medications are included
on a list of medications approved
by your health plan, called a
“formulary.” Drugs in a formulary
are categorized on different levels
— or tiers. The lower the tier, the
lower the cost (copayment)
of the medication; the higher
the tier, the higher the cost
(copayment) of the drug.
By placing generics on the
lowest copayment level, we
give you the ability to save
money and still receive quality
medications. If your benefit plan
is a health savings account
(HSA) or a high-deductible
health plan (HDHP), a generic
medication will be less expensive
than a brand-name alternative.
GENERICS and
STEP THERAPY
Using generic medications is
one way to save money, but
many members either have
prescriptions for brand-name
drugs for the treatment of chronic
medical conditions, or are
prescribed a brand-name drug
18 BLUE & YOU Spring 2016
for a sudden onset of illness.
With step therapy, you work with
your doctor to start a medication,
beginning with the most costeffective
and safest drug available
and progressing to other, more
costly therapies only if necessary.
With step therapy, only medications
that are very similar and can be
interchanged easily are used.
This way, you can find the best
medication for your needs with the
least cost. If a medication doesn’t
seem to be working, you can “step
up” to a similar medication in the
next level in the approved drug list,
but you may pay more.
Your formulary may have
step therapy in the
following drug classes:
• ACE-inhibitors/angiotensin
receptor blockers for high
blood pressure
• Statins for high cholesterol
• Non-steroidal antiinflammatory
drugs
• Bisphosphonates for
osteoporosis
• Selective serotonin agents
for depression
• Selective serotonin and
norepinephrine reuptake
inhibitors for depression
• Triptans for migraines
• Nasal steroids
• Sleep medications
• Nasal antihistamines for allergies
• Overactive bladder medications
• Benign prostatic hypertrophy
(BPH) medications
• Eye drops for glaucoma
• Acne medications
• Proton pump inhibitors
for acid reflux
• Antipsychotic medications
Step therapy looks at therapeutic
equivalents, not chemical
equivalents. That means a
drug acts very similar — if not
the same — in the body. Your
doctor will work with you to find
a new medication if step therapy
is required.
If you are asked to try step
therapy the next time you are
prescribed a medication, you can
be sure it is one way of helping
you find the most cost-effective,
quality treatment for your
condition. The use of step therapy
is based on the latest medical
findings, the U.S. Food and Drug
Administration’s medication
labeling and medication costs.
Considering that the average cost
of a brand-name medication is
$335, compared to $22 for a generic
medication, step therapy is a good
“step” toward taking care of your
health — and your pocketbook.
Step therapy applies to most
pharmacy benefits. To find out
if step therapy applies to your
pharmacy benefit, call the
Customer Service number on
the back of your member ID card.

GOOD
AND
BAD
FATS
IN FOODS
Stephanie Bassett, RD, LD
Registered Dietitian/Wellness Specialist • Arkansas Blue Cross and Blue Shield
Does eating fat make us fat? That is a harder question than you might think. There are different types of fats,
and your body uses them in different ways. Fats are used to provide calories (energy) and essential fatty acids,
and aid in the absorption of fat-soluble vitamins. Fats also are used to insulate and protect our organs and
make our skin and hair healthy. But most Americans eat too much fat, and not the best types of fat.
Nutrition knowledge is continuously being updated. Because of this, information regarding fats is changing as
well. Gone are the days of foods being “fat free” – we now know that fat is important to eat. It’s the types of
fats we choose that can cause problems.
Unsaturated Fats (good)
The best types of fats to choose are liquid at room
temperature; these are unsaturated fats, also
known as monounsaturated and polyunsaturated.
Unsaturated fats are considered “essential,”
meaning that we need to eat them daily to remain
healthy. Unsaturated fats can help to lower total
and LDL cholesterol levels, thereby reducing our
risk of heart disease. These fats also are important in
normal brain function. Polyunsaturated fats include
the important Omega 3 and Omega 6 fatty acids;
these fats play an important role in brain function,
reduction of heart disease risk and inflammation.
Unsaturated Fats & Food Sources
MONOUNSATURATED
Oils:
olive, canola,
peanut, safflower
Plants:
avocados, olives
Nuts and seeds:
peanut butter,
most nuts
Also found in small
amounts in animal fats
POLYUNSATURATED
Omega 3:
Fatty fish:
salmon, tuna, mackerel,
herring, trout, sardines
Plants:
flaxseed, walnuts
Omega 6:
Oils:
sunflower, safflower,
soy, sesame and
corn oils
Source: American Heart Association
Saturated Fats (not so good)
Saturated fats are found most commonly in coconut
oil, palm kernel oil, butter and animal fats, like pork,
beef and in smaller amounts in nuts. A diet rich in
saturated fats can drive up total cholesterol, and tip
the balance toward more harmful LDL cholesterol,
which can block arteries in the heart and elsewhere
in the body. For that reason, most nutrition experts
recommend limiting saturated fat to less than 10
percent of calories a day (while some research
shows possible benefits of coconut oil, it is still a
saturated fat and should be used sparingly).
Trans Fats (the worst)
Trans fats are considered unsaturated fats, but
they have detrimental health benefits. These
man-made fats are commonly found in margarine
and vegetable shortening. Watch for the word
“hydrogenated.” Research from the Harvard School
of Public Health indicates that trans fats can harm
health in even small amounts: for every 2 percent
of calories from trans fat consumed daily, the risk
of heart disease rises by 23 percent!
So what is the best way to shift from eating
saturated and trans fats to unsaturated fats? Try
using healthy oils to cook with instead of butter, stick
margarine and shortening. Eat more seafood and
nuts and less meat and poultry. Read the ingredients
listed on packaging, and if you see hydrogenated oil
or partially hydrogenated oil – avoid it!
Spring 2016 BLUE & YOU
19

NEWS
Go! Fit! Win!
The Blue & You Fitness
Challenge is under way!
Hey Challengers,
are you logging
ALL of your
exercises?
In case you missed it, the
point system was revised
this year. Now you can log
as many exercises as you
want each day, and earn up
to three points per day. That
means if you ran and played
tennis, you can record both
activities in your Blue & You
Fitness Challenge journal. By
recording all of your exercises,
you’ll be able to help your
team earn more points and
yourself more virtual medals!
Exercises added to the list:
• golf (when carrying clubs)
• heavy landscaping
• interval training
Also new this year: a
newsletter! Participants had
the opportunity to sign up for
biweekly motivational and
informational emails. With
fitness and nutrition tips,
it’s been very popular. If you
missed signing up for it this
year, be sure to sign up next
year during registration.
It’s great for helping you
Go! Fit! Win!
The Blue & You Fitness Challenge is an exercise contest hosted by
Arkansas Blue Cross and Blue Shield, the Arkansas Department of
Health and the Arkansas Department of Human Services. Companies,
schools, organizations and individuals, committed to improving
health through activity, form teams to track their exercises in the
Challenge’s mobile-friendly website. In previous years, Challenge
participants have reported weight loss, as well as reduced blood
sugar levels, cholesterol and blood pressure.
For more information, visit
BlueAndYouFitnessChallenge-ark.com
or the Challenge’s social media accounts:
Blue & You Fitness Challenge
@BYChallengeAR
Contest
timeline:
MARCH-
MAY
20 BLUE & YOU Spring 2016

Arkansas Blue Cross and Blue Shield
goes “all in” for the Walk to Defeat ALS!
Jim Bailey, senior vice president
and chief marketing officer for
Arkansas Blue Cross and Blue
Shield, was named the honorary
walk chair for the 2016 Walk to
Defeat ALS. The walk was held
April 2, 2016, at the Clinton
Presidential Library in Little
Rock and Arkansas Blue Cross
was pleased to serve as the title
sponsor for this year’s walk.
As presenting sponsors,
Arkansas Blue Cross committed
$20,000 to the cause and to
build a team of 200 employees
to join Kip’s Krusaders, Denny’s
Dancers, pALS Posse, Wyatt’s
Walkers, and more!
“ALS has touched our work family
in many ways. Two very special
people — Tommy May of the
Simmons First Foundation and
an Arkansas Blue Cross board
member since 1980, and Kip
Jackson, the brother of one of
our associates, Julie Nichols —
are dear to us,” said Jim. “And,
personally, my family has had
four friends affected by this
debilitating disease. Of the people
I know with ALS, I’ve witnessed
a determination in them like
no other — to live every day
with courage and compassion,
grace and resolve. They share a
commitment to pursue a cure for
the generation to come.”
Amyotrophic lateral sclerosis
(ALS), or Lou Gehrig’s Disease, is
a progressive neurodegenerative
disease that affects nerve cells
in the brain and spinal cord. As
the disease progresses, motor
neurons die, leading to continued
paralysis of all aspects of the
body and eventually death.
There is no known cause and no
cure for ALS. That’s why Arkansas
Blue Cross is all in. Building
awareness and raising money
helps the ALS Association to
fund about 140 research projects
Jim Bailey
Julie Nichols and Kip Jackson
to better understand the disease,
target new therapies and support
other initiatives to find a cure.
The local ALS chapter provides
many essential support services
for people with ALS and their
families.
For more information about ALS
visit als-arkansas.org.
Three at UA Walton College receive Arkansas Blue Cross endowed scholarships
Three students in the
Sam M. Walton College
of Business at the
University of Arkansas
recently received
Arkansas Blue Cross and Blue Shield Endowed
Scholarships. The endowment, established in
2003, supports dedicated business students so
they can reach their goals of becoming leaders
within the Arkansas business community.
Daniel Puente of Springdale
will graduate in May with a
major in international businessinformation
systems and a
minor in French with business
concentration. He plans to work
as an information systems
professional for a few years and
then open his own business.
Robert Gooderl of Fayetteville
will graduate in May 2017
with a major in accounting
and a minor in finance. He
is an intern at Tyson and
plans to return for a master’s
degree in accounting with a
long-term goal to
enter public accounting.
Hannah Davidson of Rogers will
graduate in May with a major
in supply chain management
and minors in marketing and
enterprise resource planning.
She is currently gaining career
experience at J.B. Hunt and
plans to return to college for
a master’s degree.
Spring 2016 BLUE & YOU
21

Arkansas Blue Cross makes organizational changes
Curtis Barnett has been chosen by the board of Arkansas Blue Cross and Blue Shield as
president and chief executive officer-elect. Throughout 2016, Barnett will report directly
to Mark White, who will continue to serve in the role of president and CEO through the
end of 2016. Curtis has served as senior vice president of Internal Operations since 2014.
Barnett joined the company in 1993. He also has served as president and chief executive
officer of USAble Corporation, and vice president of Operations for BlueAdvantage
Administrators of Arkansas. A native of Sherwood, Curtis received a bachelor’s degree
from the University of Central Arkansas in Conway, a master’s degree from the University
of Arkansas at Fayetteville and is a graduate of the Northwestern University Kellogg School
of Management’s Advanced Executive Program. He also has earned several professional
designations, including the Certified Employee Benefits Specialist (CEBS) and the
Professional in the Academy of Healthcare Management (PAHM).
Cal Kellogg has been named executive vice president of External Operations and chief
strategy officer. Kellogg’s responsibilities include oversight of the strategic and annual
planning process, diversified activities, informatics, sales and marketing, provider
networks, and medical management. Cal joined Arkansas Blue Cross and Blue Shield
in 1995 as director of Plan Development and Integration. He was promoted to vice
president of Enterprise Development Services in 1997 and, in 2009, was named senior
vice president of Strategy Development and chief strategy officer. Prior to joining
Arkansas Blue Cross, he served in various administrative and teaching roles at Arkansas
Tech University, Illinois State University, the University of Mississippi and the University
of Arkansas at Little Rock. He received his bachelor’s and master’s degrees and Doctor
of Philosophy in business administration from the University of Arkansas at Fayetteville.
He has received professional status in the Association of Healthcare Management.
Cal is the former chairman of the board for the Governor’s Quality Award, is a member
of the University of Arkansas at Little Rock Executive Forum Advisory Council, and
serves on the Association of Health Insurance Plans Executive Education Advisory
Board and the Arkansas Health Data Transparency Board.
Kathy Ryan has been named
senior vice president and
chief information officer.
Kathy is responsible for
the strategic direction
of information systems,
system infrastructure and
technology management
for Arkansas Blue Cross and
its affiliates, BlueAdvantage
and Health Advantage.
Kathy joined Arkansas Blue
Cross in 1982 as senior
programmer for Medicare
Part B Systems and was later
promoted to director.
Judy Blevins has been
named senior vice president
of Internal Operations.
Judy will be responsible
for claims administration,
customer accounts, customer
service, membership, service
management and quality
assurance for Arkansas Blue
Cross Regular Business,
Individual Exchange,
BlueCard ® , BlueAdvantage,
BlueAdvantage National
Accounts and Health
Advantage products.
18 22 BLUE & YOU Spring 2016

Hal Norman has been
named vice president
of Customer Accounts
and Membership. He
will be responsible for
customer accounts and
membership for all
company lines of business,
including Arkansas
Blue Cross Regular
Business, BlueAdvantage,
BlueAdvantage National
Accounts, Individual
Exchange and Health
Advantage Customer
Accounts. Hal also will
lead the Exchange Liaison
staff and the Operations
Efficiency team.
Eric Paczewitz has
been named vice
president of Corporate
Marketing. He has
executive responsibility
for the product
development, marketing
support, corporate
communications, web
content, advertising
and public relations
functions. Eric joined
Arkansas Blue Cross in
September 2015.
He earned his
master’s in business
administration from
Penn State University
in Pennsylvania.
CUSTOMER SERVICE NUMBERS
May we help?
For customer service, please call:
TOLL FREE Number
Medi-Pak ® members 1-800-338-2312
Medi-Pak ® Advantage members 1-877-233-7022
Medi-Pak ® Rx members 1-866-390-3369
Arkansas Blue Cross members 1-800-238-8379
• Pharmacy questions 1-800-863-5561
• Specialty Rx pharmacy questions 1-866-295-2779
Arkansas Blue Cross Metallic members
(Gold, Silver, Bronze, Catastrophic) 1-800-800-4298
• Pharmacy questions 1-800-969-3983
Health Advantage members 1-800-843-1329
• Pharmacy questions 1-800-863-5567
BlueAdvantage members 1-888-872-2531
• Pharmacy questions 1-888-293-3748
Federal Employee members 1-800-482-6655
Looking for health or dental insurance? We can help!
For individuals, families 1-800-392-2583
For employer groups* 1-800-421-1112
*Arkansas Blue Cross, Health Advantage and BlueAdvantage Administrators of Arkansas
PAY YOUR *
B I L L
To pay by phone*, please call 1-800-354-9904
Prefer to speak with someone close to home?
Call or visit one of our offices near you:
• ArkansasBlue — Little Rock
2612 S. Shackleford Rd., Suite J 1-501-378-2222
• Fayetteville
516 East Millsap Rd., Suite 103 1-800-817-7726
• Fort Smith
3501 Old Greenwood Rd., Suite 5 1-866-254-9117
• ArkansasBlue — Hot Springs
1635 Higdon Ferry Rd. – Suite J 1-800-588-5733
• ArkansasBlue — Jonesboro
2110 Fair Park Boulevard – Suite I 1-800-299-4124
• Little Rock
601 S. Gaines Street 1-800-421-1112
• ArkansasBlue — Lowell
507 W. Monroe Ave. – Suite B 1-888-872-2539
• ArkansasBlue — Pine Bluff
509 Mallard Loop Drive 1-800-236-0369
• Texarkana
1710 Arkansas Boulevard 1-800-470-9621
Visit our websites for more information:
arkansasbluecross.com • healthadvantage-hmo.com
blueadvantagearkansas.com
blueandyoufoundationarkansas.org
Medicare Advantage and Prescription Drug plan product members must call
Customer Service to discuss available payment options. Health Advantage
conversion plans are not eligible for online, mobile or pay-by-phone payment options.
Spring 2016 BLUE & YOU
23

Blue
Summer
Kick off summer at the Museum of Discovery
with Arkansas Blue Cross and Blue Shield.
Saturday, June 11
from 1-4 p.m.
Get everyone ready for summer fun!
Arkansas Blue Cross members get in
FREE and non-members can stop by any
ArkansasBlue store to pick up free tickets.
Visit arkansasbluecross.com for store locations.
MPI 4692 3/16
MPI 4692 4/16