BlueCare Plus of Tennesse

NOTE: MSR to check Rewards and Preference History tab to verify and advise the member when the rewards were mailed and the address they were mailed to.

• I’m sorry you have not received your reward, our records show that your <Vendor Name> gift card(s) were mailed to you on xx/xx/xxxx to the address of <Member Address.> The reward is mailed in a plain white envelope from Online Rewards in Richardson Texas as a paper gift card.

• We do apologize you have not received your reward, please allow me to have this researched further by the member escalation team. You will receive a follow up call within 10 business days with our findings. May I have the best contact number for you?

• Gift Card Status- <ENTER DATE & TIME>. HIPAA VERIFIED. MEMBER ASKING FOR STATUS OF GIFT CARD. GIFTCARD WAS MAILED ON <INSERT MAIL DATE> FOR <INSERT GIFTCARD VENDOR> VERIFIED MEMBER ADDRESS ON FILE IS CORRECT. EDUCATED MEMBER THAT WE WILL NEED TO RESEARCH FURTHER. MEMBER TO BE CONTACTED AT <INSERT REQUESTED PHONE NUMBER> WITHIN 10 BUSINESS DAYS WITH OUTCOME OF RESEARCH. ESCALATED TO MEMBER ESCALATION TEAM.

  • If member has expressed dissatisfaction during the phone call, Healthmine MSR warm transfers the phone call to BlueCare Plus Customer Service 1-800-332-5762 to handle escalation/complaint/grievance.