Case Study: Blue Cross Blue Shield of Massachusetts achieves 3X paperless billing adoption and 59% fewer billing calls with Benefitfocus

Blue Cross Blue Shield of Massachusetts - Customer Case Study

Blue Cross Blue Shield of Massachusetts (BCBSMA) is a community-focused, not‑for‑profit health insurer serving about 3 million members and 41,000 groups. As part of its digital transformation, BCBSMA sought to modernize a historically paper-based billing system—reducing billing-related service calls, lowering small-group accounts receivable, and increasing paperless and online payment adoption to improve member experience and cut costs.

BCBSMA implemented Benefitplace Billing & Payments from Benefitfocus—moving new small and mid‑size groups to paperless by default, adding SSO, UI and self‑service improvements, and using targeted outreach. Adoption tripled: by 2021, 89% of groups received electronic invoices and 68% paid online; call volume fell more than 59%, delinquency notices and small‑group AR dropped (~38–39%), and Benefitfocus support helped maintain service through COVID‑19 challenges.

Blue Cross Blue Shield of Massachusetts

Michael O’Leary

Director of Customer Financial Management