New federal interoperability regulations from the Centers for Medicare and Medicaid Services (CMS) require that health insurance plans provide members with a way to obtain their protected health information through a third-party application or “App”. These regulations only apply to certain types of insurance. If you purchased your Blue Cross and Blue Shield of Louisiana (Blue Cross) insurance plan on the federal marketplace or exchange (healthcare.gov) or if you have a Medicare plan, you are eligible to access your health information through an App of your choice.
Members will need to select an App that has registered with Blue Cross in order to access their information through the App. The Blue Cross logo will be presented as follows for members to choose in the App’s list of connected health plans.
Of course, all Blue Cross members may continue to use MyAccount, an online service available through our website, or call Customer Service using the phone number on the back of the member identification card to access account information, explanation of benefits, and more.
Important note: If you are trying to create an account for a minor child you will be prompted to call Customer Service for assistance. If you are trying to create an account by using an email address that is already in use, you will be unable to do so. Each account must be created with a unique email address.
Take an active role in protecting your information
If you choose to access your information by using an App, please keep the following things in mind:
Blue Cross must follow strict privacy and security rules outlined in the Health Insurance Portability and Accountability Act (HIPAA) as well as other federal and state privacy laws to protect your information and keep it confidential. Health insurance plans and health care providers, like doctors, pharmacies, and hospitals, are all required to follow HIPAA.
The Office for Civil Rights (OCR) under the federal Department of Health and Human Services is responsible for making sure that health plans and health care providers follow HIPAA. You can find more information about your rights under HIPAA and who is obligated to follow HIPAA here: https://www.hhs.gov/hipaa/for-individuals/guidance-materials-for-consumers/index.html.
How to file a complaint:
If you wish to file a complaint with Blue Cross about how your health information was used or accessed, you may contact the Blue Cross Information Governance Office in the following ways:
To learn more about filing a complaint with OCR under HIPAA, visit: https://www.hhs.gov/hipaa/filing-a-complaint/index.html.
Individuals can file a complaint with OCR using the OCR complaint portal:
Individuals can file a complaint with the FTC using the FTC complaint assistant: