Through our award-winning Web site, www.carefirst.com, members have direct access to information that can improve their health, guard against disease and help manage their health care benefits. Online customer service was enhanced in 2005 with the addition of CareFirst Connect, a Web-based tool that allows employers to complete enrollment and manage benefit programs electronically. CareFirst Connect adds to the impressive array of internet capabilities that already include: CareFirst Direct, a claims processing tool serving 32,000 physicians; iExchange, our internet link to hospitals throughout the service area; and Broker Express, an online sales management tool serving more than 300 CareFirst brokers and consultants.

In 2005, CareFirst also developed new claims data research and analysis tools. These “health care informatics” techniques allow CareFirst to significantly increase our role in advising large group accounts about health care. Marshaling the broad range of information that we already collect by processing claims, CareFirst generates customized reports that employers and members can use to improve health care and lower costs. For example, CareFirst identified a higher-than-normal rate of skin cancer among one company’s employees who spent much of their workday outdoors. We suggested the company launch an employee health education program that encourages use of sunscreen.

CareFirst also used technology to reach our increasingly diverse customer base. Important health care information and services are now available in Spanish for Hispanic members who access the My Care First en espanol Web site.