BlueCross BlueShield of Western New York’s pharmacy benefits administrator, Express Scripts, experienced a significant technical issue on January 1, 2014. We understand this is a national issue impacting many health plans and individuals across the country, including some of our members. While we were assured that this would be resolved at midnight yesterday, this issue continues to impact a small number of BlueCross BlueShield members.
This is completely unacceptable and we are in constant communication with Express Scripts and are working closely with them toward a complete resolution within the next 12-24 hours.
Members going to local pharmacies are able to pick up 3-4 days of medication immediately, with an out of pocket payment. However, because the issue has not been completely resolved, we are asking that any member being impacted who needs immediate assistance with a prescription to call the customer service number on the back of their card or our special toll free hotline number we have established at (855)215-9233. BlueCross BlueShield will keep this special hotline staffed until the issue is resolved.
We do not want any BlueCross BlueShield of Western New York member to delay having necessary and timely medication and prescriptions filled as a result of this unfortunate situation and we are extremely sorry for any inconvenience to any member or local pharmacy.
Updates regarding this situation will be available to members through our customer service center and posted on our website newsroom (www.bcbswny/news).
Julie R. Snyder
Director, Corporate Relations
January 3, 2014