Have Medicare Questions?

Get the information you need in person at the Excellus BCBS Rochester Resource Center.
We are here to answer your questions and provide expert advice.

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FAQ

WE ARE HERE TO HELP
Select an option below to learn more:
Visit our Resource Center in Rochester for in-person assistance.
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Attend a free Medicare Plans Seminar to learn about plan options.
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Get expert advice at a location near you by visiting our Mobile Offices.
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WHERE WE'RE LOCATED

Stop by our Rochester location in Greece.

LOCATION

1946 West Ridge Road
Greece, New York 14626

Conveniently located in the Ridgecrest Commons plaza, between Five Guys and the Ashley Furniture Homestore.

HOURS

CONTACT

(585) 225-0221

Tip: Consultations typically take 30 minutes to an hour.

FREQUENTLY ASKED QUESTIONS

What is a 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
  • Educational community events
  • Customer Care assistance

If I'm a member, can I visit to ask questions about my benefits?

Of course! We offer two convenient areas in the center to help.

Self Service Kiosks:

At these kiosks we will help you access your Excellus BCBS website login as well as help connect you to a Customer Care Advocate directly via phone.

On Site Customer Care: 

A Customer Care Advocate can help answer your questions. They can assist you with

  • Better understanding your claims, benefits and enrollment
  • Utilize tools and services available to you through the Excellus BCBS member website
Want help from home?

Call the Customer Care phone number listed on the back of your member card or log in to your online Excellus BCBS member account.

Do I need an appointment?

No, you do not need an appointment. Walk-ins are always welcome but are subject to advisor's availability. Wait times may vary. Consultations typically take 30 minutes to an hour.

What should I bring?

I'm Medicare eligible

Medicare Eligible |  You should bring: 

  • 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 claim number shown on your card, if applicable.
  • A list of your current prescription drugs.

I'm not Medicare eligible

Individual or Non-Medicare |  You should bring: 

  • 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.).

Can I make a payment at a center?

We are unable to accept payments, but we offer alternate ways to make payments for our members.

Medicare Member Payment Options

  1. Send payments by check or money order to:
    Excellus Health Plan Direct
    PO Box 5267
    Binghamton, NY 13902-5267

  2. 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 Care number on the back of your member card to request the form be mailed. If you choose this option, please call Customer Care to opt-out of receiving a paper bill or you will continue to receive one.

  3. Set up a deduction on your premium from your Social Security check by calling the Customer Care number on the back of your member card. You cannot use this billing option if you qualify for EPIC premium assistance.

Non-Medicare Member Payment Options

  1. Sign up for Online Bill Pay. If you pay your premium directly to us, you can now view and pay your bill online*. This includes the ability to:
    • Log in to your Excellus BCBS account and select Online Bill Pay.
    • Choose between manual or automatic monthly payments.
    • Download or print your invoice.
    • Pay as billed using your checking, savings, Visa or MasterCard debit/credit card.
    *Online Bill Pay is not available for Medicare or Child Health Plus members

  2. Pay in person using the drop box at our Rochester office at:
    165 Court Street
    Rochester, NY 14647
    Monday–Friday from 9AM – 4:30PM | Check or money order only

  3. Send payments by check or money order to:
    Excellus Health Plan, Inc.
    PO Box 22999
    Rochester, NY 14692