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Frequently Asked Questions

Can I keep my current doctor?

You have direct access to the Blue Cross and Blue Shield network, which means you can see almost any doctor you wish. You'll pay less when you visit an in-network doctor because they've agreed to charge our members lower rates for covered services. You can see if your current doctor is in our network by visiting Find A Doctor, Pharmacy, Hospital or Urgent Care Center.

What prescription drugs are covered and do I have the option to order for home delivery?

You can find a list of covered drugs in the Empire Prescription Drug List. And here's a tip: you'll often pay less for generic drug versions of higher-cost name brand drugs.

We may need to approve some drugs

Most prescriptions are filled right away when you take them to the pharmacy. But, some drugs may need to be reviewed by your health plan before they're covered. This process is called prior authorization. If your drug needs approval, your pharmacist will be contacted. Sometimes, the pharmacist can complete the authorization, other times your doctor can seek approval if necessary.

Prescriptions you pick up at your local pharmacy

If you're currently taking prescriptions, it is easy to transition. Share your new member ID card with your pharmacist the first time you pick up your prescription after the effective date. In most cases, as long as your pharmacy is in the Empire network and your prescription has not expired, you will not need to obtain a new prescription.

Prescriptions through Home Delivery Pharmacy

Our preferred Home Delivery Pharmacy, managed by Express Scripts, is a safe, easy way to get drugs you take on regular basis. These types of drugs are used for conditions like asthma, heartburn, high blood pressure, allergies, and high cholesterol. You may also order prescriptions drugs that treat some short-term conditions, like ear infections, sinus infections or injuries. Using Home Delivery Pharmacy is covered by your plan at no extra cost to you.

Getting started is simple. Once you become an Empire member you can download a copy of the mail-order form from your Empire secure member website and place your first order by phone, mail or fax.

If you are currently receiving your medication through mail order, you will need to obtain a new prescription to submit to Empire.

Please note that it generally takes up to 14 days to receive your mail-order prescription.

Is preventive care covered?

Yes, preventive care from a network provider is covered at 100%. That means $0 copays, $0 deductible, $0 cost to you. It's very important take care of your health with regular checkups even when you feel fine. So talk to your doctor about screenings and immunizations that you may need to protect your health.

How can Empire help me save money?

You'll save money every time you go to a doctor in our network-- they've agreed to charge lower rates for Empire members. But we'll also help save you money before you go to the doctor. At Empire you can compare how much a medical procedure will cost at different locations. Plus, all members get discounts on health-related products. For example, $20 off contacts through 1-800-CONTACTS or 20% off on vitamins and supplements.

Do I have health and wellness benefits with my plan?

Yes. In fact, we have a set of tools and resources that can help you reach your health goals.

24/7 Nurseline: Our registered nurses can answer your health questions wherever you are any time, day or night.

Future Moms: Moms-to-be get personalized support and guidance from registered nurses to help them have a healthy pregnancy, a safe delivery and a healthy baby.

MyHealth Advantage: Avoid health problems, stay healthy and save money. This program tracks your health information to see if there's anything you can do to improve your health. If so, you'll get a personalized and confidential MyHealth Note in the mail.

ConditionCare: Get the added support you may need if you have asthma, diabetes, heart disease, chronic obstructive pulmonary disease or heart failure. A nurse coach can answer questions about your health and help you reach your health goals based on your doctor's care plan. You can work with dietitians, health educators, pharmacists and social workers to reach those goals and feel your best.

ComplexCare: If you have a serious health condition or a number of health issues that need extra care, a nurse coach will answer your questions, work to coordinate your care, and help you effectively use your health benefits.

Who do I go to if I have questions?

If Exchange related go to your private exchange. If you have network or benefit questions call Empire Customer Service 1-855-874-6845

Learn more about Secure Log In

We want you to feel safe and secure when you log on to our site. That's why we've taken the following steps to make sure your information stays between you and your health plan:

  1. Use industry-standard technology to protect your information whenever and wherever you are on the site.
  2. Provide password-only access.
  3. Require you have to answer personalized security questions.
  4. Have automatic timeout so you don't leave your information open.

If you have any questions or concerns about security, please call our Technical Support team toll free at 866-755-2680, Monday-Friday, 8 a.m. - 8 p.m. EST.

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