Case Management Program

Managing any illness can be a difficult thing to do. Knowing who to contact, what test results mean, or how to get needed resources is very important and can be overwhelming.

Empire Blue Cross and Blue Shield (Empire) is available to help with our Case Management Program. Our case managers are part of an interdisciplinary team of clinicians and professionals that are there to support members, families, primary care physicians, behavioral health (BH) practitioners, and caregivers. The case management process uses the experience and expertise of the care coordination team whose goal is to educate and empower our members to increase self-management skills, understand their illness, and learn about care choices in order to access quality, efficient healthcare.

For physical health services, members or caregivers can refer themselves or family members by calling the number located below. They will be transferred to a team member based on the immediate need. Physicians can also refer their patients by contacting us telephonically or through electronic means. No issue is too big or too small. We can help with transitions across level of care so that patients and caregivers are better prepared and informed about healthcare decisions and goals.

For BH or substance use disorder services members can contact their health plan to verify benefits and access Empire.com, or if an FEP member, fepblue.com to search for and access BH providers. It is best to have the member or member’s family contact our department directly to ensure privacy.

How do you contact us?

For commercial and exchange members, the member can contact customer service for assistance.

For FEP members, physical and behavioral health practitioners can refer to Empire behavioral health case management with member consent by calling 800-711-2225 option 3.