NOTICE OF PRIVACY PRACTICES
THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED AND HOW YOU CAN GET ACCESS TO THIS INFORMATION. PLEASE REVIEW IT CAREFULLY.
This Notice describes how Blue Cross and Blue Shield of Arizona (BCBSAZ) may use and disclose your protected health information (PHI). It also describes our legal obligations concerning your PHI and your rights to access and control your PHI. This Notice was prepared in accordance with the federal Health Insurance Portability and Accountability Act of 1996 (“HIPAA Privacy Regulations”), as revised.
PHI is individually identifiable health information, including actual medical information as well as your name, address, phone number, identification number or other identifiers, collected from you or created by or received by a health care provider, a health plan, your employer, or a health care clearinghouse and that relates to: (1) your past, present, or future physical or mental health or condition; (2) the provision of health care to you; or (3) the past, present, or future payment for health care provided to you.
We are required by law to maintain the privacy of your PHI. We are obligated to provide you with a copy of this Notice and we must abide by the terms of this Notice. We reserve the right to change this Notice at any time. If we make a material change to our Notice, we will post a revised Notice on the BCBSAZ website, azblue.com. We will provide you a copy of the revised Notice, or information about the changes and how to obtain the revised Notice, in our next annual mailing after the changes have been made.
The following is a description of how we are most likely to use and/or disclose your PHI.
We may use and disclose your PHI for all functions that are included within our payment activities. For example, we will use or disclose your PHI to obtain premiums and to pay claims for services provided to you in accordance with your policy. We may disclose your PHI when a provider or your designated broker or agent requests information regarding your eligibility for coverage under our health plan, or we may use your information to determine if a treatment that you received was medically necessary. Additionally, if you are enrolled in a group health plan, we may disclose your PHI to your employer for it to administer the group health plan if the employer has amended the plan document for the group health plan to limit the uses and disclosures it may make of your PHI. Please see your plan documents for a full explanation of the limited uses and disclosures that the employer may make of your PHI. We may also disclose summary health information to your employer for it to obtain premium bids for the group health plan coverage or to modify or terminate the group health plan. Summary health information has been stripped of information which would directly identify you.
We may use and disclose your PHI for our health care operations. These functions include, but are not limited to, quality assessment and improvement, reviewing provider performance, business management and administration. For example, we may use or disclose your PHI to provide you with information about one of our wellness or care management programs, to respond to a customer service inquiry from you or in connection with fraud and abuse detection and compliance programs.
We contract with individuals and entities (business associates) to perform various functions on our behalf which involve the use and/or disclosure of PHI. Business associates must agree in writing to appropriately safeguard your information. For example, we may disclose your PHI to a business associate to manage our claims processing system, to manage certain aspects of our pharmacy benefits or to maintain certain provider networks.
We may use or disclose your PHI to assist health care providers in connection with their treatment or payment activities, or to assist other entities covered by the HIPAA Privacy Regulations in connection with certain health care operations. For example, we may disclose PHI to another covered entity in order to coordinate benefits, if you or your family members have coverage through another carrier.
We may use your PHI to determine whether or not to issue coverage to you or to determine premiums for coverage. We will not use or disclose any of your genetic information for underwriting purposes, including determining eligibility for coverage, benefits, deductibles, premiums, contribution amounts, cost- sharing, preexisting conditions or renewal of coverage./p>
– In some situations, the HIPAA Privacy Regulations do not take the place of state privacy or other laws that provide individuals greater privacy protections. As a result, the privacy laws of a particular state, or other federal laws, rather than the HIPAA Privacy Regulations, might impose a privacy standard under which we will be required to operate. For example, certain information regarding HIV or AIDS, communicable diseases, abortion, or records from certain drug and alcohol abuse programs may be subject to additional restrictions.
We must disclose your PHI to you as described in the Individual Rights section of this Notice. Additionally, you may give us written authorization to use your PHI or to disclose it to anyone for any purpose. We will disclose your PHI to an individual you designate as your personal representative and who has qualified for such designation in accordance with relevant state law. However, we may elect not to treat the person as your personal representative if we have a reasonable belief that you have been, or may be, subjected to domestic violence, abuse, or neglect by such person, treating such person as your personal representative could endanger you, or we determine, in the exercise of our professional judgment, that it is not in your best interest to treat the person as your personal representative.
Unless you object, we may disclose your PHI to a friend or family member that is involved in your health care. We also may disclose your information to an entity assisting in a disaster relief effort so that your family can be notified about your condition, status, and location. If you are not present or able to agree to these disclosures of your PHI, then we may determine in our professional judgment if the disclosure is in your best interest.
We may use your PHI to communicate with you face-to-face or about a promotional gift of nominal value. We also may use and disclose your PHI for marketing activities where permitted by law. For other marketing activities, we will only use or disclose your PHI if we receive your written authorization.
We may disclose your PHI to a government agency authorized to oversee health care systems or government programs. The Arizona Department of Insurance is such an entity. Examples would include disclosures for audits, investigations, inspections, licensure or disciplinary actions, or civil, administrative, or criminal proceedings or actions. Oversight agencies include government agencies that oversee the health care system, government benefit programs and other government regulatory programs.
We may disclose your PHI: (1) in the course of any judicial or administrative proceeding; (2) in response to an order of a court or administrative tribunal (to the extent such disclosure is expressly authorized); and (3) in response to a subpoena, a discovery request, or other lawful process, once we have met any administrative requirements of the HIPAA Privacy Regulations.
We may use or disclose your PHI to public health authorities. For example, we may use or disclose information for the purpose of preventing or controlling disease, injury, or disability, or we may disclose such information to a public health authority authorized to receive reports of child abuse or neglect.
We may disclose your PHI to appropriate authorities that are authorized to receive reports of abuse, neglect, or domestic violence. Additionally, as required by law, we may disclose your information to a governmental entity authorized to receive such information if we believe that you have been a victim of abuse, neglect, or domestic violence.
Under certain conditions, we also may disclose your PHI to law enforcement officials. Some examples of the reasons for such a disclosure may include that it is required by law or some other legal process, it is necessary to locate or identify a suspect, fugitive, material witness, or missing person or it is necessary to provide evidence of a crime that occurred on our premises.
We may disclose PHI to a coroner or medical examiner for purposes of identifying a deceased person, determining a cause of death, or for the coroner or medical examiner to perform other duties authorized by law. We also may disclose, as authorized by law, information to funeral directors so that they may carry out their duties. Further, we may disclose PHI to organizations that handle organ, eye, or tissue donation and transplantation.
We may disclose your PHI to researchers when an Institutional Review Board or privacy board has reviewed the research proposal and established protocols to ensure the privacy of the information, and approved the research, or as part of a limited data set which includes no unique identifiers (information such as name, address, identification number, etc. that can identify you).
We may disclose your PHI if we believe that the disclosure is necessary to prevent or lessen a serious and imminent threat to the health or safety of a person or the public. We also may disclose PHI if it is necessary for law enforcement authorities to identify or apprehend an individual.
Under certain conditions, we may disclose your PHI if you are, or were, Armed Forces personnel for activities deemed necessary by appropriate military command authorities. If you are a member of foreign military service, we may disclose, in certain circumstances, your information to the foreign military authority. We also may disclose your PHI to authorized federal officials for conducting national security and intelligence activities, and for the protection of the President, other authorized persons, or heads of state.
If you are an inmate of a correctional institution, we may disclose your PHI to the correctional institution or to a law enforcement official for the institution to provide health care to you, for your health and safety, for the health and safety of others, or for the safety and security of the correctional institution.
We may disclose your PHI to comply with workers’ compensation laws and other similar programs that provide benefits for work-related injuries or illnesses.
We are required to disclose your PHI to the Secretary of the U.S. Department of Health and Human Services when the Secretary is investigating or determining our compliance with the HIPAA Privacy Regulations.
Unless otherwise permitted by applicable law, we will not sell any of your information to a third party without your written authorization.
Other uses and disclosures of your PHI that are not described above will be made only with your written authorization. If you provide us with such an authorization, you may revoke the authorization in writing, and this revocation will be effective for future uses and disclosures of PHI. However, the revocation will not be effective for information that we already have used or disclosed, relying on the authorization.
The following is a description of your rights with respect to your PHI.
You have the right to request that we place additional restrictions on our use and disclosure of your PHI. We are not required to agree to any restriction that you may request. If we do agree to the restriction, we will comply with the restriction unless the information is needed to provide emergency treatment to you or unless the use or disclosure is otherwise permitted or required by law.
To request a restriction, you may complete a Restriction Request Form and mail it to the Privacy Office at the address listed in the last section of this Notice. To obtain a Restriction Request Form, please call the BCBSAZ Customer Service number listed on the back of your BCBSAZ identification card, or you may call the Privacy Office at (602) 864-2255 or (800) 232-2345, ext. 2255.
If you believe that a disclosure of all or part of your PHI may endanger you, you may request that we communicate your PHI to you in an alternative manner or at an alternative location. We will accommodate a request for confidential communications that is reasonable and that truthfully states that the disclosure of all or part of your PHI could endanger you. Once a request for confidential communications goes into effect, all of your PHI will be processed in accordance with your instructions unless a particular use or disclosure is otherwise required by law. We will not process requests on a diagnostic-specific basis.
Please note that, even if you request confidential communications, the check for services you receive from a provider could be sent to the policyholder. Additionally, such services may alter deductible figures, coinsurance maximums and other cost sharing items. To make such a request, you may either call the Privacy Office at (602) 864-2255 or (800) 232-2345, ext. 2255, or mail a written request to the Privacy Office at the address listed in the last section of this Notice. Within 30 days of any verbal request, you must document an oral request in writing. Any written request must include the following information: (1) your BCBSAZ identification number, (2) your date of birth, (3) your desire that we communicate with you in an alternative manner or at an alternative location, (4) what the manner and location are, and (5) your belief that the disclosure of all or part of the PHI in a manner inconsistent with your instructions would put you in danger. If you prefer, you may complete a Confidential Communication Request Form and mail it to the Privacy Office at the address listed in the last section of this Notice. To obtain a Confidential Communication Request Form, please call the BCBSAZ Customer Service number listed on the back of your BCBSAZ identification card, or (602) 864-2255 or (800) 232-2345, ext. 2255.
You have the right to inspect and copy your PHI, with limited exception, that BCBSAZ and its business associates maintain.
To request access to your PHI, we may ask you to complete a Request for Access to Protected Health Information & Records Form. You can mail, fax or email it to the Privacy Office at the address listed in the last section of this Notice. To obtain a Request for Access to Protected Health Information & Records Form, please call the BCBSAZ Customer Service number listed on the back of your BCBSAZ identification card, or (602) 864-2255 or (800) 232-2345, ext. 2255. If you request a copy of the information, we may charge a fee for the costs of copying, mailing, or other supplies associated with your request. If your PHI is maintained electronically, you may request an electronic copy of the information.
We may deny your request to inspect and copy your PHI in certain circumstances as set forth in the HIPAA Privacy Regulations. Under certain conditions, if you are denied access to your information, you may ask us to designate a different licensed health care professional, who did not participate in the initial determination, to review that determination. To make such a request, call the Privacy Office at (602) 864-2255 or (800) 232-2345, ext. 2255. Not all denials of access are subject to review.
If you believe that your PHI is incorrect or incomplete, you may request that we amend your information.
To request that we amend your PHI you must complete an Amendment Request Form and mail it to the BCBSAZ Privacy Office at the address listed in the last section of this Notice. To obtain an Amendment Request Form, please call the BCBSAZ Customer Service number listed on the back of your BCBSAZ identification card, or (602) 864-2255 or (800) 232-2345, ext. 2255.
In certain cases, we may deny your request for an amendment for reasons set forth in the HIPAA Privacy Regulations. For example, we may deny your request if the information you want to amend was not created by us, but by another entity. If we deny your request, you have the right to file a statement of disagreement with us. Your statement of disagreement will be linked with the disputed information and all future disclosures of the disputed information will include your statement.
You have a right to a listing of certain disclosures BCBSAZ and its business associates have made of your PHI. You are not entitled to a listing of disclosures which were made for our payment or health care operations, pursuant to your authorization or in certain other limited instances. Please note that most disclosures of PHI will be for purposes of payment or health care operations. A listing will include the date of the disclosure, to whom we made the disclosure, a brief description of the information disclosed, and the purpose for the disclosure. Your request may be for disclosures made up to 6 years before the date of your request.To request a listing of disclosures, you must complete an Accounting Request Form and mail it to the BCBSAZ Privacy Office at the address listed in the last section of this Notice. To obtain the Accounting Request Form, please call the BCBSAZ Customer Service number listed on the back of your BCBSAZ identification card, or (602) 864-2255 or (800) 232-2345, ext. 2255. The first list you request within a 12-month period will be provided free of charge. For any additional lists within that 12-month period, we may charge you for the costs of providing the list.
You have the right to be notified if your unsecured PHI was inappropriately accessed or disclosed by us, except when there is a low probability that the information has been compromised.
You have the right to a paper copy of this Notice, even if you have agreed to accept this Notice electronically.
If you would like more information about our privacy practices or have questions or concerns, please contact us at:
Blue Cross Blue Shield of Arizona
Privacy Office, C302
P.O. Box 13466
Phoenix, Arizona 85002-3466
Phone: (602) 864-2255 or (800) 232-2345, ext. 2255
Fax: (602) 864-3152
We support your right to protect the privacy of your PHI. You can be assured there will be no retaliation of any kind if you choose to file a complaint with us or with the U.S. Department of Health and Human Services.
The following Terms and Conditions govern your use of the Blue Cross Blue Shield of Arizona ("BCBSAZ" or "We") on-line services (the Service), whether you accessed the Service through www.azblue.com or a broker's website. Separate terms and conditions may apply to the broker's website. Please read these Terms and Conditions carefully so you fully understand your rights and responsibilities, and the limitations applicable to your use of this site. If you access, use or view any information, database, application, or tool available on this site, you agree to be bound by these Terms and Conditions of use.
We may collect information from you such as name, gender, address, phone number, fax number, email address, member number, group number, provider number, broker number, date of birth, Social Security Number, health plan and primary care physician and/or any other information we need to verify who you are or to determine what information may be made available to you.
You will not allow any other person or user to have access to the information contained in the Service unless the person's access is consistent with applicable state and federal laws and these Terms and Conditions. You will not allow any other person or user to have access to the Service without BCBSAZ's consent. All passwords used to access the Service must be kept confidential. If you believe that a password has become known to someone else, contact Technical Support at (602) 864-4844 or (800) 650-5656 to report the issue and obtain a new password.
You are responsible for all activities that occur under your account whether or not you are the individual who undertakes such activities. You are responsible for any unauthorized access and/or use of your account that happens because you fail to sufficiently disconnect and/or log off the BlueNet and/or a public computer system.
You may access certain health care and wellness information through the Service. This information is provided strictly for your general knowledge. Do not rely on it as medical advice. Please talk to your doctor if you need medical advice or have questions about your specific health and healthcare needs.
Please be aware that email may be viewed by other Internet users while in transit to us. Please do not use email to communicate with us about confidential matters. Communications to us via the Message Center available on the Service will be secured with 128-bit encryption and the information communicated will not leave our private network.
This site has security measures in place to protect against the loss, misuse and alteration of the information transmitted on the Service. Although BCBSAZ has security measures, it is still possible that unauthorized users could gain unauthorized access to your information or otherwise misuse the system. BCBSAZ cannot guarantee complete security for this site or the Service. You assume all risks associated with using this Service and release BCBSAZ from any claim, liability and/or damages, as a result of your use of the Service.
As you navigate the Service you may be able to link to other Web sites. These links are provided for your convenience. BCBSAZ does not endorse any product or service which may be available through any Web site accessed by such links and disclaims any and all liability for any loss or injury caused by such product or service. Such Web sites are not under BCBSAZ's control and BCBSAZ is not responsible for the contents, security or privacy practices of any linked site.
All of the data contained in this website is the property of BCBSAZ and is protected by copyright and other applicable laws. The data is provided solely for the personal, non-commercial use of current and prospective BCBSAZ members and providers, and authorized brokers. You may print a single copy of the information contained on the Service so long as you use it for personal, non-commercial use only, do not modify it and retain all copyright and other proprietary notices contained in it. Otherwise, you may not copy or distribute the information available on the Service without BCBSAZ's prior written consent.
The Blue Cross® and Blue Shield® trademarks and tradenames are the property of the Blue Cross Blue Shield Association. BCBSAZ is an independent authorized licensee of the Blue Cross Blue Shield Association. Healthy Blue is an authorized service mark of BCBSAZ. Nothing on this website grants you any right or license to use any of these tradenames, trademarks, or service marks.
Use of any robot, spider, or other intelligence-gathering agent to copy content from this website, extract any data from this website, or otherwise subject the website to unwarranted high access or transaction activity is strictly prohibited.
Use of any meta-tags, meta-elements, "hidden text" or other equivalents using the names "BCBSAZ," or “BCBS,” or "Blue Cross," or “Blue Shield,” or any other colorable equivalent is prohibited, without the prior written permission of BCBSAZ.
BCBSAZ may change these Terms and Conditions from time to time by posting a modified copy of these Terms and Conditions at the Service or by otherwise notifying you through mail or email. These changes will be effective and binding as of posting of the modified copy, unless a different effective date is specified.
BCBSAZ may terminate the Service or cancel your membership in the Service at any time. In such cases, BCBSAZ will notify you within a reasonable period by posting a message at the Service through the email address you provided to us or contacting you through the telephone number, or mailing address you provided to us. You may terminate your membership in the Service by contacting eSolutions Technical Assistance at (602) 864-4844 or (800) 650-5656.
You agree to indemnify, defend and hold harmless BCBSAZ, its officers, directors, employees, agents, licensors, suppliers and any third party information providers to the Service from and against all losses, expenses, damages and costs, including reasonable attorneys' fees, resulting from your use of the Service, the use of the Service by another person accessing your account, or your violation of these Terms and Conditions.
Members may be able to submit a review of certain health care providers who have rendered a healthcare service and submitted a claim. You are responsible for deciding whether to submit a provider review when the opportunity is available. You are not obligated to review any provider. Reviewing, or not reviewing, a provider will not affect your claims or benefits. You should review and comment only on providers who have personally treated you or another member for whom you are the guardian.
The content, reviews, comments, materials or information you submit as a provider review (“Review Content”) will be visible to other members, providers, and shoppers who are viewing the network. You will have the opportunity to create a screen name for yourself and can submit Review Content as self-attested comments under your screen name. Do not include any personally identifiable information in your screen name or in your submissions if you do not wish to be identified by other users.
The Review Content is not subject to any privilege or confidentiality protection. If your submission constitutes defamation, infringes intellectual property rights, is false or misleading, contains confidential information or otherwise violates the law, these Terms and Conditions or the rights of a third party, you may be legally responsible for claims and damages. You also acknowledge that Review Content and other content posted on the Site are intended as consumer-to-consumer feedback and do not replace your health plan's process for appeals and grievances.. If you want file a formal appeal or grievance, you must follow the appeal and grievance process applicable for your benefit plan. Information about that process is available on the BCBSAZ web site or by calling BCBSAZ customer service. Any Review Content that you submit will become the exclusive property of BCBSAZ. BCBSAZ may use your Review Content for any purpose, including commercial purposes. BCBSAZ retains the right to review, or delete Review Content that BCBSAZ in its sole discretion considers illegal, offensive, faulty, suspicious, defamatory, obscene, infringing, or otherwise inappropriate, or that violates these Terms and Conditions.
BCBSAZ members are allowed to submit voluntary reviews of certain providers displayed in BCBSAZ provider directories. If you are viewing any provider reviews displayed on this website, you should understand that these are the voluntary opinions of BCBSAZ members who have chosen to submit a review. The reviews do not represent the opinion of BCBSAZ or an endorsement of any provider. BCBSAZ has not validated the accuracy of the member-supplied review information and makes no assurance that reviews are based on a statistically valid sample. You rely on these reviews at your own risk. You should always do your own investigation and research to decide if a specific provider is right for you.
INFORMATION ON THIS WEB SITE IS PROVIDED "AS IS". BCBSAZ EXPRESSLY DISCLAIMS ANY WARRANTIES CONCERNING THE SECURITY, RELIABILITY, TIMELINESS AND PERFORMANCE OF THE SERVICE. BCBSAZ SHALL NOT BE LIABLE FOR ANY SPECIAL, INDIRECT, INCIDENTAL, PUNITIVE OR CONSEQUENTIAL DAMAGES, INCLUDING WITHOUT LIMITATION, LOST REVENUES OR LOST PROFITS, WHICH MAY RESULT FROM THE USE OF THE SERVICE OR THE MATERIALS FOUND ON THE SERVICE. BCBSAZ DISCLAIMS RESPONSIBILITY FOR ANY HARM RESULTING FROM DOWNLOADING OR ACCESSING ANY INFORMATION OR MATERIALS THROUGH THE SERVICE, INCLUDING WITHOUT LIMITATION, HARM CAUSED BY VIRUSES OR SIMILAR DESTRUCTIVE PROPERTIES. ALL EXPRESS, IMPLIED AND STATUTORY WARRANTIES, INCLUDING WITHOUT LIMITATION, THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT, ARE EXPRESSLY DISCLAIMED TO THE FULLEST EXTENT PERMITTED BY LAW.
If any provision of these Terms and Conditions is determined to be invalid, all other provisions will remain in full force and effect. These Terms and Conditions shall be interpreted and enforced according to the laws of the State of Arizona.
If you do not want to receive sales calls from HealthPlanOne, LLC or its related entities (“Company”), you can ask us to place your telephone number on our "Do Not Call" list. In compliance with federal and state laws, we will document your request quickly (typically within 5-7 days).
Please allow up to 30 days for your telephone number to be removed from any sales programs and marketing campaigns that are currently underway.
When we solicit prospective customers, we also honor "do not call" requests on behalf of consumers listed on the National Do Not Call Registry maintained by the Federal Trade Commission and various state-agency lists.
Many state "Do Not Call" regulations permit companies to contact their own customers even though they are on these "Do Not Call" lists.
Therefore, if you are a customer, you may be contacted by us even though you are on a state or the national "do not call" list. If you do not want to be contacted by Company even though you are a customer, simply follow the steps above to be placed on the Company "Do Not Call" list and your request will be honored.
Being on the Company "Do Not Call" list means that you will not receive sales calls by anybody representing our Company.
All employees that engage in outbound telephone solicitation are trained in this policy and are made aware of these procedures. Management will review the policy with these employees on a regular basis.
The methods and procedures in this “Do Not Call” policy are reviewed by Company on a biannual basis. If a consumer requests a copy of our “Do Not Call” policy, we will send a copy of this policy via U.S. mail or electronic mail. The “Do Not Call” policy is also posted on the Company websites.
The Company respects the wishes of those customers and prospective customers who do not want to receive telephone solicitation calls from the Company. It is the policy of the Company not to make a telephone solicitation call to any of the following:
A “telephone solicitation call” means any call that is made for the purpose of encouraging the purchase of products and services from the Company.
Anyone may be placed on the Company’s Do Not Call List by:
Attn: Privacy Officer
3210 Lake Emma Rd
Lake Mary, FL 32746;
The request must provide the 10-digit telephone number that is not to be called and, if desired, the person’s name.
If a person’s telephone number changes, another request must be submitted to have the new number added to the Company’s Do Not Call list.
The Company intends to comply with all federal and state Do Not Call laws. Any questions concerning the Company’s Do Not Call Policy may be directed to the contact addresses and numbers above.
The Federal Trade Commission also offers a free service to consumers allowing them to place their residential phone number on a National Do Not Call Registry. This service is offered and maintained by the federal government, not by our Company. Consumers may add their residential phone number to this list either by calling 888-382-1222 or by going to www.donotcall.gov.