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For specific Member benefit or claims information, please contact us. With a completed Personal Representative form on file, we can answer any questions you may have about your loved one's Medicare health insurance information.

If you have someone appealing our decision for you other than your physician, your appeal must include an Appointment of Representative form. For more information, visit our Plan Documents page.

Assistance Available from Independence Blue Cross

Personal Health Visit Program

The Personal Health Visit is a helpful and convenient way to get personalized health advice in a relaxed setting. A member can schedule an appointment at any of the following locations: a conveniently located partner center, the Philadelphia Inovalon Member Center or you can request to have a licensed nurse practitioner see your loved one right in their own home. Your loved one is eligible to receive the choice of a $50 gift card from an Independence Blue Cross preferred retailer when they complete a Personal Health Visit with no cost to them.

  • The visit lasts about an hour and includes a detailed health assessment.
  • You can ask the nurse practitioner as many questions as you like.
  • Your loved one's doctor will receive a summary of the Personal Health Visit.
  • We will mail the gift card within 30-60 days of a completed Personal Health Visit.

Condition Management Program

Making important medical decisions is a responsibility you share with your doctor. Our condition management program can help our Keystone 65 HMO and Personal Choice 65SM PPO members get the support and encouragement they need to manage their care and make informed health decisions. Keystone 65 HMO and Personal Choice 65SM PPO members with chronic conditions such as diabetes, lung or breathing problems, or heart conditions can learn how to improve their health and overall quality of life by working with a registered nurse Health Coach.

Our condition management program features:

  • Access to a Health Coach, 24 hours a day, seven days a week, 365 days per year by calling 1-800-ASK-BLUE (1-800-275-2583; TTY 711), after you provide the requested information, say Health Coach;
  • Personalized calls from a Health Coach about your chronic condition and other health concerns;
  • Educational materials and health reminders mailed to your home.

Case Management

Case management is offered as a confidential and free program to Keystone 65 HMO and Personal Choice 65SM PPO members who are experiencing complex health issues or challenges in meeting their health care goals. Case managers can provide your loved one with information and direction about health issues, health coverage, and available community resources, such as help with transportation to and from medical appointments. They can help make sure your loved one is getting the best use of the covered services available to them.

A Health Coach is available to help with complex needs. If you feel your loved one may benefit from this program, please call a Health Coach at 1-800-ASK-BLUE (1-800-275-2583; TTY 711), after you provide the requested information, say Health Coach.

IBXpress.com Member Portal

The ibxpress.com member website helps take the guesswork out of making important health decisions. From bee stings to back surgery, referrals to reimbursements, you can find the information you need quickly and easily. Experience ibxpress.com for yourself — register today.

Glossary of Common Medicare Terms

View definitions to common Medicare terms as defined in our Evidence of Coverage including, but not limited to, benefit period, coinsurance, cost-sharing, custodial care, extra help, grievance, late enrollment penalty, and urgently needed care.

Common Forms

HIPAA — to be used by members to authorize IBX to release member health information.

Personal Representative Form — to be used by members who wish to appoint another person as member's personal representative.

Advance Directives — information from Independence Blue Cross on your rights as a patient in Pennsylvania

Member Plan Documents

Additional Resources for More Information and Help

www.Medicare.gov — the Official U.S. Government Site for Medicare

www.Eldercare.gov — a public caregiver service of the Administration on Aging from the U.S Department of Health and Human Services

www.nia.nih.gov — National Institute on Aging dedicated to understanding the nature of aging


Home Safety Checklist

Below are ten quick things you can check and take care of in your loved one's home to keep them safe.

  • Are all electrical outlets free from overload? Are all electrical cords in good condition?
  • Are all carpets, rugs, and vinyl flooring secured to the floor?
  • Does bright lighting exist over the stove, sink, and countertop work areas?
  • Are towels, curtains, and other flammable objects not near the stove?
  • Does the bathroom door open outward? (This will provide easier help if a fall occurs.)
  • Are all doorknobs easy to grasp? If not, replace with lever handles.
  • Is the stairway well-lit with handrails on both sides?
  • Are medications contained in their original bottles and clearly labeled with doctor's instructions and expiration date?
  • Have heating and/or cooling systems been inspected and serviced in the last year?
  • Does each bedroom and floor have a working smoke detector with new batteries in the last six months?


Regular physical activity can help your loved one look and feel younger as well as lower their risk for a variety of conditions and prevent loss of bone mass and improve balance, reducing the risk of a fall. The Centers for Disease Control, for those 65 years of age or older, generally fit and have no limiting health conditions, recommends 150 minutes per week of moderate-intensity aerobic activity (brisk walking) or 75 minutes per week of vigorous-intensity aerobic activity (jogging) and 2 or more days per week of muscle-strengthening activities1.f you are starting a new exercise routine, begin with 10 minutes at a time and increase as your Primary Care Physician (PCP) recommends or as you are able.

Before beginning any exercise routine, speak with your family member's PCP, especially if they have a preexisting condition. The routine should start slow and include warm-up and cool-down time after each session. Talk with your loved one's PCP about any goals and they can help develop a routine that will put your loved one on the path to a healthier, happier life.

The best activities include low-impact activities like, walking, swimming, dance, yoga, and water aerobics. Focus on activities that can help improve endurance, strength, and flexibility or range of motion.

Is your loved one chair-bound? Seek seated alternatives for lighting weights and stretching.

Recognizing and Reporting Abuse

If someone is in immediate danger, call 911 or your local police.

To report suspected elder abuse, neglect, or exploitation in Pennsylvania call the state-wide Elder Abuse Hotline at 1-800-490-8505.

If the abuse occurs in a nursing home and involves serious injury, sexual abuse or suspicious death, you may also call the Pennsylvania Department of Aging at 1-717-265-7887 and/or the Pennsylvania Department of Health Nursing Home Complaint Line at 1-800-254-5164.

Caregiver Stress and Depression

Caring for a loved one is not an easy task. Taking care of one's own well-being can be even more difficult while taking care of another person. Speak with your primary care physician if you find yourself concerned after reading the symptoms questions below.

  • Are you easily agitated or easily frustrated?
  • Do you feel guilty or worthless?
  • Do you feel hopeless?
  • Do you think about death or suicide?
  • Are you having trouble sleeping?
  • Are you always tired?
  • Have you lost interest in activities that you used to find fun and entertaining?
  • Do you have trouble concentrating?
  • Has your weight or your interest in food recently changed?
  • Have you had headaches that won't go away?

¹ www.cdc.gov/physicalactivity/everyone/guidelines/olderadults.html

Website Last Updated: 10/1/2017
Y0041_HM_18_56568 Approved 10/12/2017