(585) 225-0221

Frequently Asked Questions

What is the Resource Center?

Our Resource Center offers personalized assistance to help individuals search for the health plan that is best for them. Here are some of the services that we offer:

  • 1 on 1 consultations with a licensed associate to discuss health insurance    options
  • Assistance in applying for and purchasing coverage
  • Medicare plans seminars and mobile offices for seniors
  • Educational community events
  • Customer Service assistance

 

 

If I’m a current member, can I visit the Resource Center if I have questions about my benefits?

Yes. We offer two convenient options in the center to help answer your customer service questions:

 
  1. Customer Service Self Service Kiosks:
    At these kiosks we will help you access your Excellus BCBS member website as well as help connect you to an Excellus BCBS Customer Care Advocate directly via phone.

  2. On Site Customer Care:
    A Customer Care Advocate can help answer your customer service inquires. They can assist you with:
    • Better understanding your claims, benefits and enrollment
    • Utilizing the tools and services available to you through the Excellus BCBS member website
 
  • Other convenient ways to access Customer Service include:
    • Call the Customer Service phone number listed on the back of your member card.
    • Logging in to your account on the Excellus BCBS member website.

 

 

Do I need an appointment?

No. You do not need an appointment but it is recommended.  Walk-ins are welcome but are subject to an associate’s availability and previously scheduled appointments. Wait times may vary for walk-ins. To schedule an appointment, call (585) 225-0221.

 

 

What do I need to bring with me to a consultation?

If you are Medicare eligible:

  • Your red, white and blue Medicare card.
  • Retirement month and year, if applicable.
  • Name of Primary Care Provider
  • Current health insurance Medicare plan name and policy number.
  • Medicare number, if applicable.
  • If you have access to a printer, a completed Scope of Sales Appointment Confirmation Form
  • A list of your current prescription drugs.

 

If you are an Individual or Non-Medicare:

  • Names, birthdates and Social Security numbers (or document numbers for legal immigrants) for everyone in your family who needs health coverage.
  • Health insurance policy numbers for anyone in your family who currently has health coverage.
  • Email address. (You are required to provide an email address to enroll in the NY State of Health Marketplace.)
  • Proof of U.S. citizenship or legal status in the form of a birth certificate, "Green Card" or passport.
  • Social Security card.
  • Termination letter if you recently lost coverage.
  • Most recently completed tax return. (You will need to project your annual household income for the year ahead. You can refer to your tax return to help you estimate that amount.)

 

 

Typically, how long is a consultation?

Consultations typically take 30 minutes to an hour.

 

 

Where is the center located? 

The center is located in Greece, NY at Ridgecrest Commons on the corner of West Ridge Road and Fetzner near 390. 1946 West Ridge Road, Rochester NY 14626

 

 

What are the hours of operation?

Mondays: 9AM – 5PM

Tuesdays–Thursdays: 9AM – 2PM

Friday–Sunday: Closed

 

 

Can I make a payment at the center?

We are unable to accept payments. We offer alternate ways to make payments.
 

If you are a Medicare member:

  • Send payments by check or money order to:  
    Excellus Health Plan Direct  
    PO Box 5267  
    Binghamton, NY 13902-5267
  • Set up an automatic payment from your bank account on the fourth of each month. Go to MyExcellusMedicare.com/Forms to print the form or call the customer service number on the back of your member card to request the form be mailed. If you choose this option, please call Customer Service to opt-out of receiving a paper bill or you will continue to receive one.
  • Set up a deduction on your premium from your Social Security check by calling the customer service number on the back of your member card. You cannot use this billing option if you qualify for EPIC premium assistance.

 

If you are an Individual or Non-Medicare member:

  • Send payments by check or money order to:  
    Excellus Health Plan, Inc.  
    PO Box 22999 
    Rochester, NY 14692
  • Sign up for Online Bill Pay. If you pay your premium directly to us, you can now view and pay your bill online. (This feature is not yet available to Medicare or Child Health Plus members.)  This includes the ability to:
    • Choose between manual or automatic monthly payments.
    • Download or print your invoice. (We will stop sending them by mail.)
    • Pay as billed using your checking, savings, Visa or MasterCard debit/credit card.
  • Pay in person using the drop box at our downtown office at:  
    165 Court Street  
    Rochester, NY 14647  
    Monday–Friday from 9AM – 4:30PM.  
    Check or money order only.