Get support for any new diagnosis

Feb. 07, 2024

Finding out you have a new health issue can be scary. You probably have many questions and don’t know whom to ask. There’s a silver lining, though if you’re enrolled in a HealthSelect of Texas® medical plan, including Consumer Directed HealthSelectSM. The doctors, nurses and personal health assistants at Blue Cross and Blue Shield of Texas (BCBSTX) can help you understand your diagnosis and stick to your treatment plan.

If you’re like George, who has back pain, you’ll be glad to have these resources.

A bad night’s sleep

George had pain in his lower back that was getting worse. After a painful night's sleep, he called the BCBSTX 24/7 Nurseline. He spoke to a nurse who gave him ideas on how to ease the pain. The nurse urged George to make an appointment with his primary care provider (PCP).

  • What: 24/7 Nurseline
  • How: Call toll-free (800) 581-0368 (TTY: 711)
  • Why: Get answers to health-related questions and help deciding where to go for care.

New guy in town

George was new to town and hadn’t found a local PCP yet. He called a BCBSTX Personal Health Assistant, who found an in-network provider close to George’s new house and was able to schedule him an appointment for the next day.

  • What: BCBSTX Personal Health Assistant
  • How: Call toll-free (800) 252-8039 (TTY: 711), Monday – Friday, 7 a.m. – 7 p.m. and Saturday 7 a.m. – 3 p.m. CT. Or, log in to Blue Access for MembersSM and use secure chat and secure messaging Monday – Friday, 8 a.m. – 5 p.m. CT.
  • Why: Make the most of your health plan benefits.

Doctor’s orders

After a thorough exam, the doctor suspected degenerative disk disease. She suggested an MRI and submitted a request to BCBSTX for prior authorization. George logged in to Provider Finder® to find in-network imaging centers nearby. It helped that some qualified for HealthSelectShoppERSSM rewards.

  • What: Provider Finder
  • How: Log in to Provider Finder
  • Why: Find in-network doctors, hospitals or providers for medical and mental health services.

Back in business

Based on his MRI, the doctor confirmed that George was in the early stages of degenerative disk disease. She recommended over-the-counter medications to help with pain and inflammation and prescribed physical therapy.

George called a BCBSTX Personal Health Assistant to ask about coverage for physical therapy. She explained his benefits and said he could also talk to a care management clinician. Clinicians deliver hands-on patient care, such as a nurse, physician assistant or a physician. The clinician gave George online health and wellness resources—and confidence he could follow his treatment plan.

  • What: Care management clinicians
  • How: Call toll-free (800) 252-8039 (TTY: 711) Monday – Friday, 8 a.m. – 6:30 p.m. CT.
  • Why: Get support about a physical or mental health concern.

This support system is here when you need it. Visit the New Diagnosis webpage any time you have a new health diagnosis.