Citi Benefits Handbook
Anthem BlueCross BlueShield
Engage Wellbeing
Engage provides a one-stop shop for a seamless healthcare experience to managing your health plan from your phone, computer, or other mobile device.
Engage lets you access tools that will keep you connected to important health information 24/7. Think of Engage as your personalized health assistant. Visit and register in minutes to:
  • Get peace of mind. Clearly see what's covered by your plan, how much services will cost, where you've spent your health care dollars, and access your digital insurance card anytime, anywhere
  • Find doctors you'll love. Search ratings and reviews from real people, and find high-quality doctors or specialists in your network and near you
  • Make the most of your perks. Save time and money by discovering additional benefits and programs
Register for Engage at no cost at or just search for Engage Wellbeing in the App Store®
LiveHealth Online
LiveHealth Online provides access to a national network of U.S. board-certified doctors, pediatricians, psychologists or therapists who are available on-demand 24 hours a day, 7 days a week, 365 days a year to diagnose, treat and prescribe medication (when necessary) for many medical issues via phone or online video consultations. LiveHealth Online does not replace the existing primary care physician, psychologist or therapist relationship, but enhances it as a convenient, affordable alternative for medical care.
For 2024, you pay $55 per LiveHealth Online phone or video consultation with a physician until the deductible is met. After that, you pay $11.00 per consultation. Online visits with a therapist are $85, with a psychologist are $100 and with a psychiatrist are $185 for the initial evaluation and $80 for follow up visits, all applying to your medical plan deductible and coinsurance. Once you meet the annual out-of-pocket maximum, consultations are covered in full for the remainder of the year. If you are enrolled in an HSA or HCSA/LPSA, the fee is considered a qualified health care expense and can be reimbursed through your spending account. Charges for phone or video consultations with a physician, psychologist or therapist and/or other provider who is not contracted with Anthem’s LiveHealth Online service are excluded. In most states, the physician can e-prescribe medications for you after a LiveHealth Online consultation if needed.
For more information, visit
Building Healthy Families
Building Healthy Families helps expectant mothers with routine to high-risk pregnancies focus on early prenatal interventions, risk assessments and education, leading to overall healthier outcomes for mothers and newborns. You will have 24/7 access to Building Healthy Families through web or mobile, as well as digital chat and telephone support from family-building coaches and Anthem nurses to help you connect to useful resources and navigate every stage of your unique journey. The program includes:
  • 24/7 phone access to a nurse coach who can talk with you about your pregnancy and answer your questions
  • Useful tools to help you, your doctor and your Building Healthy Families nurse coach track your pregnancy and spot possible risks
Also, the digital program can help support your family from preconception through the stages of pregnancy, childbirth, and early childhood (to age 5 and beyond). It is available 24/7 through, our Engage mobile app, or our Sydney℠ Health mobile app and features an extensive content library covering topics to support families. In addition, the app features many tools including fertility, diaper change, and feeding trackers, due date calculators, and blood pressure monitoring. Visit or the Sydney Health app to enroll today.
Also, with Breastfeeding Support on LiveHealth Online, you can have secure and private video chats with a certified lactation consultant, counselor or registered dietitian at no cost. These professionals will be able to provide personalized support to help you with breastfeeding techniques, including consultations about milk production, baby hunger cues, foods to avoid, postpartum nutrition and more. Sign up for free at or on the mobile app. You do not have to be enrolled in the Building Healthy Families program to utilize this service.
Maternity Management
If you or one of your dependents is pregnant, the Maternity Management program can help you develop a guided course of care and treatment.
Neonatal Intensive Care Unit (NICU)
The program consists of inpatient, post-discharge and extended outpatient management by a NICU case manager with neonatal and/or pediatric nursing experience.
Anthem offers a fertility support program that is administered by WINFertility. WINFertility is an industry leader in fertility management services whose foundation is built on value and delivering the highest quality fertility care. WIN will complete prior authorization of each treatment cycle available under your benefits. Through the program, you will have 24/7 access to WIN's Nurse care Manager who can answer your questions while considering your level of risk and the success rates of different treatment options, as well as listen to your concerns while you are trying to get pregnant. You can use the program to learn:
  • About infertility causes, testing and types of treatment;
  • About the types of drugs used for infertility treatment;
  • About the side effects, storage and proper usage of your fertility drugs;
  • How to select a provider;
  • How to find a high-risk maternity group and health plan programs to join; and
  • How to access Anthem's National Network of Reproductive Endocrinologists.
WINFertility assists Anthem members with managing their prescription drugs for fertility services.
WINFertility also provides 24/7 access to Nurse Care Managers who can answer your questions, help you find providers and listen to your concerns while you are trying to get pregnant.
For more information or if you have any questions call 1 (833) 204-2713 or go to
If you're identified as a potential (or actual) transplant candidate, you will be referred to the transplant team. The transplant nurse will manage all of your care (inpatient, outpatient, home care, discharge planning, etc.) from the day of approval through six months post-transplant.
Behavioral Health Resource
Behavioral Health Resource includes a 24/7 Resource Center for you to call for assistance at any time, with care management programs for behavioral health and depression.
AIM Imaging Cost and Quality Program
Anthem BlueCross BlueShield has partnered with AIM Specialty Health to offer access to important information about imaging services you might need.
If you need an MRI or a CT scan, it's important to know that costs can vary quite a bit depending on where you go to receive the service. Sometimes the differences are significant — anywhere from $300 to $3,000 — but a higher price does not guarantee higher quality. Your benefits require you to pay a portion of the cost (through deductible and coinsurance), so where you go can make a very big difference to your wallet. AIM does the research and makes it available to help you find the right location for your MRI or CT scan. Here's how the program works:
  • Your doctor refers you to a radiology provider for an MRI or CT scan.
  • AIM works with your doctor to help make sure that you are receiving the right test — using evidence-based guidelines.
  • AIM also reviews the referral to see if there are other providers in your area that are high quality but have a lower price than the referred one.
  • If AIM finds another provider that meets the quality and price criteria, AIM will give you a call to let you know.
  • You can choose which radiology provider you wish to perform the service. AIM will even help you schedule an appointment with the new provider.
Concierge Cancer Care
If you are enrolled in an Anthem medical plan, you have access to the Concierge Cancer Care program. The focus is on you, so you can focus on your health. Under this program, you receive personalized support during your treatment journey including:
  • Expert guidance. A virtual second opinion program helps ensure you receive the right care. You'll also have regular check-ins with cancer experts throughout your journey.
  • Premier treatment. Receive treatment from hospitals specializing in the care you need, including cutting-edge treatments available for your specific condition.
  • Peace of mind. If you travel for care, Concierge Cancer Care will take care of booking, confirming, and covering your arrangements.
To learn more about the Concierge Cancer Care program, contact your Citi Health Concierge at Anthem at the number on the back of your ID card.
Sleep Study Program
The Plan includes benefits for a Sleep Management Program, administered by AIM Specialty Health, which is a program that helps your doctor make better-informed decisions about your treatment for sleep-related issues. The Sleep Management Program includes outpatient and home sleep testing and therapy. If you require sleep testing, depending on your medical condition, you may be asked to complete the sleep study in your home. Home sleep studies provide the added benefit of reflecting your normal sleep pattern while sleeping in the comfort of your own bed versus going to an outpatient facility for the test.
As part of this program, you are required to get precertification for:
  • Home sleep tests (HST);
  • In-lab sleep studies (polysomnography or PSG, a recording of behavior during sleep);
  • Titration studies (to determine the exact pressure needed for treatment); and
  • Treatment orders for equipment, including positive airway pressure devices (APAP, CPAP, BPAP, ASV), oral devices and related supplies.
If you need ongoing treatment, AIM will review your care quarterly to assure that medical criteria are met for coverage. Your equipment supplier or your doctor will be required to provide periodic updates to ensure clinical appropriateness. Ongoing claim approval will depend partly on how you comply with the treatment your doctor has ordered.
Please talk to your doctor about getting approval for any sleep testing and therapy equipment and supplies.
Autism Spectrum Disorder (ASD) Program
The ASD Program is a specialized, dedicated team of clinicians within Anthem who have been trained on the unique challenges and needs of families with a member who has a diagnosis of ASD. Anthem provides specialized case management services for members with Autism Spectrum Disorder and their families. The program also includes precertification and medical necessity reviews for applied behavior analysis, a treatment modality targeting the symptoms of Autism Spectrum Disorder.
For families touched by ASD, Anthem's Autism Spectrum Disorder Program provides support for the entire family, giving assistance wherever possible and making it easier for families to understand and utilize care — resulting in access to better outcomes and more effective use of benefits. The ASD Program has three main components:
  • Educates and engages the family on available community resources, helping to create a system of care around the member; and
  • Increases knowledge of the disorder, resources and appropriate usage of benefits.
  • Applied behavior analysis management, including clinical reviews by experienced licensed clinicians. Precertification delivers value, ensuring that the member receives the right care, from the right provider, at the right intensity. ABA therapy is covered, subject to deductible and coinsurance, in accordance with Anthem's clinical policy.
  • Increased follow-up care encouraged by appointment setting, reminders, attendance confirmation, proactive discharge planning and referrals; and
  • Assures that parents and siblings have the best support to manage their own needs.
  • Enhanced member experience and coordination of care;
  • Assistance in exploration of medical services that may help the member, including referrals to medical case management; and
  • Licensed behavior analysts and program managers provide support and act as a resource to the interdisciplinary team, helping them navigate and address the unique challenges facing families with an autistic child.
Primary Nurse
Primary Nurse serves as a personal health guide for individuals and their families. Each personal nurse provides education, counseling, tools and support to help you navigate the health care system and make wise decisions. Primary Nurse is available if you are experiencing health issues or need assistance managing lifestyle issues. Primary Nurse primarily uses the following:
  • Coaching for education and self-care via web-based self-help tools and the program's 24/7 NurseLine;
  • Collaborative goal planning and intervention strategies;
  • Facilitation, coordination and referral to necessary services;
  • Incorporating clinical resources such as pharmacists, social workers and dietitians; and
  • Mailed and telephonic education, including healthy living support through the Healthwise Knowledgebase®.
The program also offers you and any covered family members one-on-one support by phone from a health coach with strategies to help with:
  • Losing weight;
  • Getting ready for surgery; and
  • Lowering stress levels and more.
The coach works with you and your family to create an individualized program care plan that features personalized goals to ensure you are following your provider's plan of care.
24/7 NurseLine
You may have emergencies or questions for nurses around the clock. 24/7 NurseLine provides you with accurate health information at any time of the day or night. Through one-on-one counseling with experienced nurses available 24 hours a day via a convenient toll-free number, you can make more-informed decisions about the most appropriate and cost-effective use of health care services. A staff of experienced nurses is trained to address common health care concerns such as medical triage, education, access to health care, diet, social/family dynamics and mental health issues. Specifically, the 24/7 NurseLine features:
  • A skilled clinical team, including an RN-licensed nurse (BSN preferred), that helps you assess symptoms and understand medical conditions, ensures you receive the right care in the right setting, and refers you to programs and tools appropriate to your condition;
  • Bilingual RNs, language line and hearing-impaired services;
  • Access to the Audio Health Library, containing hundreds of audiotapes on a wide variety of health topics;
  • Proactive callbacks within 24 to 48 hours if you are referred to 911 emergency services or poison control, and for pediatric members with needs identified as either emergent or urgent; and
  • Referrals to relevant community resources.
Inclusive Care
Part of living a healthy life is finding a doctor you trust. To make this easier for members who are lesbian, gay, bisexual, transgender, and queer (LGBTQ+), Inclusive Care helps you find doctors who will treat you with dignity and respect and who are experienced in providing compassionate, high-quality LGBTQ+ healthcare. Call your Citi Health Concierge at Anthem at the member services number on the back of your identification card for information.
The program is available to members looking for:
  • Access to the plan's large network of medical and behavioral health professionals, including primary and specialty care from a provider with LGBTQ+ experience.
  • Expert, whole-health care regardless of gender identity.
  • World Professional Association for Transgender Health (WPATH) Standards of Care for gender-affirmation services, based upon your benefit coverage.
  • Support for coming out at work.
  • Information on gender-affirming surgery and services, benefits, and options.
  • Ways to support a family member or friend who is LGBTQ+.