Frequently Asked Questions
Secure email
Independence Blue Cross (IBC) has installed a product that allows you to obtain secured messages. While this process requires some extra steps, we are making every effort to ensure that there is no significant disruption to your communications. We appreciate your cooperation in helping us safeguard Protected Health Information (PHI).
1. I just received a notice in my inbox saying IBC has a secure email waiting for me. What does this mean?
2. Why is IBC securing email?
3. How does IBC plan to secure, or encrypt, email?
4. What does encryption mean?
5. What do I do if I forget my secure email password?
6. IBC used to send documents protected by passwords. Do I still have to get a password from the sender?
7. What kind of browser do I need to use? Are there other technical requirements?
8. How can I tell my browser is secure?
9. Can I securely respond to encrypted email sent to me?
10. Does it affect outbound email, inbound email, or both?
11. If I have anti-virus software installed on my PC and I try to save a secure email and/or attachments, will the anti-virus software scan them for viruses?
12. What should I do when I'm asked to click a ‘yes’ box about trusting Tumbleweed and allowing it to install software?
13. When I save an attachment or close a message, the whole window closes and I have to log in again. How can I avoid this?
top of page1. I just received a notice in my inbox saying IBC has a secure email waiting for me. What does this mean?
When a secure message is sent to you from IBC, it will not appear in your inbox. Instead, you will receive a message within an email informing you that IBC has a secure email waiting for you. The email will contain a link. When you click on that link, your browser will connect you with secure email, and you will be able to pick up your email message.
2. Why is IBC securing email?
HIPAA (Health Insurance Portability and Accountability Act) requires that covered entities, such as IBC take additional measures to protect the privacy and security of PHI, which is information — such as name, address, or social security number — that identifies a person in relation to their health status or health information. Prior to the HIPAA regulation, IBC instituted technical controls and business practices designed to protect PHI.
3. How does IBC plan to secure, or encrypt, email?
IBC has installed hardware and software that saves email containing PHI on a secure server. When the recipient retrieves the message, he or she is communicating through a secure browser. That way the message never passes through the public, unsecured Internet.
4. What does encryption mean?
Encryption is an electronic means of protecting a communication by altering it so that it is unintelligible to unauthorized parties. A message is encrypted by software that encodes the message, or wraps it in information so that only the designated recipient can open (or decode) it.
5. What do I do if I forget my secure email password?
You have two options.
- Click the password reminder button on the Login screen.
- Contact the person who sent you the email. It will be reset and you will be contacted with the new password.
6. IBC used to send documents protected by passwords. Do I still have to get a password from the sender?
No. The new process makes that unnecessary, unless you don’t have access to a browser and the Internet. If that is the case, continue to password-protect documents as you have in the past.
7. What kind of browser do I need to use? Are there other technical requirements?
To access secure email, you will need:
- An email client (application) such as Outlook
- A browser such as Internet Explorer
- A connection to the Internet
Email applications
You will need an email application to receive the secure email notification message telling you that a secure email is waiting for you. Any email application can be used. After the first time you access a secure email, you will most likely be able to access subsequent secure email through your browser window.
Browsers
Secure email supports the following browsers:
- Internet Explorer
- Firefox
- Google Chrome
- Safari
Internet service providers
Secure email will work through most Internet Service Providers, including America Online.
Firewalls
To date, there have been no issues regarding access to secure email through a corporate firewall.
Operating systems
Secure email requires the following desktop operating systems for browsers:
- Windows 98, ME, NT 4 Workstation, 2000 Professional, XP Home Edition or Pro Edition
- Solaris 8
- Macintosh 9.x
8. How can I tell my browser is secure?
If you look in the lower right-hand corner of your browser window, you should see a small image of a lock. If it is there and appears to be “locked”, your browser is secure.
9. Can I securely respond to encrypted email sent to me?
Yes. When you receive a secured message from IBC, you simply need to press the “Reply” button to respond to the sender. Your message will be secure, but it is important to note that if you save it to your desktop or forward it, it may no longer be secure.
10. Does it affect outbound email, inbound email, or both?
Only email containing PHI sent out from IBC will be encrypted. The security of inbound email is up to the sender, and IBC does not need to make sure incoming email containing PHI is sent securely.
11. If I have anti-virus software installed on my PC and I try to save a secure email and/or attachments, will the anti-virus software scan them for viruses?
This will happen only if you tell it to do so in your settings or preferences.
12. What should I do when I’m asked to click a ‘yes’ box about trusting Tumbleweed and allowing it to install software?
Click the ‘yes’ button. Tumbleweed is the company that provides the secure email software. You need to install it to view the secure email.
13. When I save an attachment or close a message, the whole window closes and I have to log in again. How can I avoid this?
Unfortunately, this happens when using certain versions of browsers to access secure email. See the technical requirements section above.
You must continue to pay your Medicare Part B premium.
The Medicare Contract is renewed annually, and the availability of coverage beyond the end of the current year is not guaranteed.
The benefit information provided herein is a brief summary, not a comprehensive description of benefits. For more information contact the plan. Benefits, formulary, pharmacy network, premium and/or copayments/coinsurance may change January 1, 2013. Members may enroll in the plan during specific times of the year. Contact the plan for more information. Please reference the Evidence of Coverage for information on premiums, cost-sharing, out-of-network coverage, rights and responsibilities upon disenrollment and any applicable conditions associated with using the plan benefits, as well as limitations, copayments, and restrictions. Members must use network pharmacies to access their prescription drug benefit, except under non-routine circumstances, and quantity limitations and restrictions may apply.
You may be able to get Extra Help to pay for your prescription drug premiums and costs. To see if you qualify for extra help, call:
- 1-800-MEDICARE (1-800-633-4227). TTY users should call 1-877-486-2048, 24 hours a day/7 days a week;
- The Social Security Office at 1-800-772-1213 between 7 a.m. and 7 p.m., Monday through Friday. TTY users should call, 1-800-325-0778; or
- Your State Medicaid Office.
People with limited incomes may qualify for Extra Help to pay for their prescription drug costs. If you qualify, Medicare could pay for up to seventy-five (75) percent or more of your drug costs including monthly prescription drug premiums, annual deductibles, and co-insurance. Additionally, those who qualify will not be subject to the coverage gap or a late enrollment penalty. Many people are eligible for these savings and don’t even know it. For more information about this Extra Help, contact your local Social Security office or call 1-800-MEDICARE (1-800-633-4227), 24 hours per day, 7 days per week. TTY users should call 1-877-486-2048.
Medicare beneficiaries may enroll in Keystone 65 HMO, Personal Choice 65 PPO, or Select Option PDP through the CMS Medicare Online Enrollment Center located at www.medicare.gov.
You must use plan providers except in emergency or urgent care situations or for out-of-area renal dialysis or other services. You must use plan providers except in emergency or urgent care situations or for out-of-area renal dialysis or other services. If you obtain routine care from out-of-network providers neither Medicare nor Keystone 65 HMO or Personal Choice 65 PPO will be responsible for the costs.
Please contact Keystone 65 HMO or Personal Choice 65 PPO Customer Service for more information.
Website last updated: 3/6/12
Y0041_HM_12_300a Pending CMS Approval
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