How IBX social workers help our Medicare Advantage members

When life gets complicated, getting your needs met can feel overwhelming. That’s where social workers come in. They are caring professionals who help people find the support they need to stay healthy and live well.

At Independence Blue Cross (IBX), we know that good health is about more than just doctor visits and medical prescriptions. It’s also about things like having food on the table, a safe place to live, and a way to get to and from appointments. IBX social workers help our Medicare Advantage members overcome these types of challenges.

Why social workers matter

Health care isn’t always easy to navigate. There are forms to fill out, appointments to make and keep, and treatments to follow. For many people, these responsibilities can be overwhelming — especially if they are also worried about paying their rent or finding healthy food.

Social workers are here to help. They listen, understand, and guide people through challenges that affect their health, their lives, and their families.

Social workers are trained to look at the whole picture. They know that health is connected to many parts of life. If someone is struggling with housing or transportation, it can be hard to focus on medical care. IBX social workers help remove those barriers so our members can get the care they need and enjoy greater quality of life. They also assist our members in overcoming hurdles they may face in accessing health care.

Two ways IBX social workers can help

At IBX, there are two ways our Medicare Advantage members can connect with our social workers:

1. Our members may ask to work with a social worker

Members can connect with one of our Registered Nurse Health Coaches to request extra support. These Health Coaches then connect them with an IBX social worker, who works closely with these members to solve problems and make life easier.

2. Our social workers may contact our members

This is the team I’m proud to be part of. We reach out to members who may be facing challenges related to social determinants of health.

Sometimes a member’s primary care doctor asks us to help. Other times, IBX data shows that a member might need support. We then call the member and offer support with things like:

Food security — making sure there’s enough healthy food at home
Housing — finding affordable and stable living arrangements
Transportation — getting to and from medical appointments
Utilities — being able to pay for electricity and gas, home heating oil, and water
Safety — being able to move through their lives without fear

These services can make a big difference. When our members’ basic needs are met, they can focus on their health and feel more in control.

How IBX social workers make connections

Our work starts with listening. Every member has a unique story. We ask questions, learn about their needs, and then connect them to resources.

Having to choose between paying for medicine and paying for food, heat, and electricity can be extremely stressful. There are a lot of services and resources that can help. IBX social workers can help members access:

We also educate our Medicare Advantage members about health care benefits they may already have, depending on their health plan, such as quarterly allowances to pay for over-the-counter health items.

And we check in with our members to make sure things are going well overall. Our goal is to build trust and provide support every step of the way.

Why this matters for everyone

When life feels hard, IBX social workers make things easier so our Medicare Advantage members can focus on their health. That’s good for the members, their families, and the community. Working with IBX social workers can reduce the need for members to go to the emergency room or to be readmitted to the hospital after they’ve been discharged. It also helps ease members’ stress and improve their overall well-being.

At IBX, we believe in treating people with kindness and respect. Health care can feel confusing, but no one should have to navigate it alone. IBX social workers are here to guide, support, and care for our members. When we’re able to improve someone’s life, that makes it all worthwhile.

If you’re an IBX Medicare Advantage member and need help, reach out. Call our Member Help Team at the phone number on the back of your member ID card and ask for a Health Coach. They can connect you to a social worker who can support you.

Whether you connect with an IBX social worker that way, or we reach out to you, we’ll try to help you access the resources and services you need to live your healthiest life.

The IBX Care Card OTC allowance is provided quarterly (every three months) and does not carry forward to the next quarter if it is not used. You must use your IBX Care Card to purchase OTC items at a participating retailer. OTC items purchased from non-participating retailers will not be covered.

Independence Blue Cross offers PPO, HMO-POS, and HMO Medicare Advantage plans with a Medicare contract. Enrollment in Independence Blue Cross PPO, HMO-POS, and HMO Medicare Advantage plans depends on contract renewal.

Independence Blue Cross offers products through its subsidiaries Independence Independence Assurance Company, Hospital Indemnity Plan, Keystone Health Plan East and QCC Insurance Company — independent licensees of the Blue Cross and Blue Shield Association.

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Date last updated: 2/6/2026