This page contains educational resources such as recorded webinars, eLearning modules, FAQs and step-by-step tutorials to help support you in providing care for Blue Shield of California and Blue Shield of California Promise Health Plan members.

Tutorial topics:
Patient Care
Pharmacy and Narcotic Safety Initiative (NSI)
Member programs
Quality improvement
Health literacy

Patient care

Racism in American Medicine

Dr. Tina Sacks, Assistant Professor at UC Berkeley School of Social Welfare, and Dr. Lily Lamboy, Director of Diversity, Equity, and Inclusion at Blue Shield of California, discuss the latest research in health inequities and social determinants of health, and share insights from Blue Shield of California’s patient grievance data.
Recorded webinar (54 min)
Presentation (PDF, 683 KB)

Earn Continuing Medical Education (CME) credits by viewing Racism in American Medicine.

2022 Mandatory Care Coordination Annual Training

This course includes information about Long Term Services and Supports and other programs, social services case management, ADA accessibility and accommodations, Interdisciplinary Care Team, Critical Incident Reporting and more.
E-Learning course
Course PDF (PDF, 1.5 MB)
Attestation Form

2022 Person-Centered Care Planning for Supporting Self-Direction

This training contains an overview of Person-Centered Care Planning as well as principles and examples of self-direction.
E-Learning course
Course PDF (PDF, 283 KB)
Attestation Form

Implicit Bias in Healthcare and What You Can Do About It

Implicit bias refers to the brain’s instant association of attitudes or stereotypes toward groups without our conscious awareness. It can have the least obvious but most devastating impact on health equity. This interactive module is a quick way for clinicians and office staff to recognize and mitigate implicit bias.
Implicit Bias in Healthcare and What You Can Do About It

Improve Practice Efficiencies and Patient/Provider Joy by Asking, “What matters to you?” (August 2021)

“What Matters to You” (WMTY) is a simple question having a big impact on care quality, safety, and efficiency. This webinar provides practical and proven strategies for integrating WMTY into busy clinical practice settings.
Recorded webinar (43 min)
Presentation (PDF, 2.7 MB) 

Rapid Whole Genome Sequencing in the NICU: Faster Diagnosis. Better outcomes. Reduced healthcare costs. (March 2021)

Blue Shield of California covers rapid and ultra-rapid whole genome sequencing (rWGS) for qualifying babies and children with life-threatening and unexplained medical conditions. In this webinar, clinicians from Rady Institute of Genomic Medicine explain clinical and operational components of rWGS.
Recorded webinar (50 min)
Presentation (PDF, 2.2 MB)

Achieving Initial Health Assessment (IHA) & Staying Healthy Assessment (SHA) Compliance (February 2021)

This webinar provides an overview of the Medi-Cal mandated Initial Health Assessment (IHA) and the Staying Healthy Assessment (SHA), plus guidelines for successful completion. Includes a panel discussion with clinicians and administrative support staff.
Recorded webinar (41 min)
Presentation (PDF, 1.5 MB)

What your Lesbian, Gay, Bisexual, Transgender, and Questioning patients would like you to know (February 2020)

This webinar covers practical guidelines and considerations for providing inclusive health care to your LGBT/Q patients. Topics include creating a welcoming environment for LGBT/Q patients, using non-judgmental questions, and using language preferred by LGBT/Q patients.
Recorded webinar (1.5 hours)
Presentation (PDF, 1.3 MB)

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Pharmacy and Narcotic Safety Initiative (NSI)

Biosimilars: A Safe & Effective Option for Patients

This interactive module is a quick way for physicians to review:

  • The advantages of biosimilars
  • FDA regulatory processes
  • How to reduce the Nocebo Effect
  • Blue Shield’s preferred drug list
  • Drug-specific data


Medication Selection Considerations for Medication-assisted Treatment (MAT)

MAT is one of the most effective interventions to combat opioid use disorders (OUD). Blue Shield pharmacists Tamara Tran and Stephen Jung discuss criteria and guidelines for MAT medication selection.
Recorded webinar (40 min)
Presentation (PDF, 744 KB)

Your Patient Suffered a Non-fatal Overdose...Now What? (NSI, 2019)

Dr. Andrea Rubinstein – anesthesiologist and Chief of Kaiser Permanente’s Santa Rosa Department of Pain Medicine – presents scenario-based strategies for how to reduce the risk of subsequent overdose in chronic pain patients who use opioids.
Recorded webinar (1 hour, 5 min)
Presentation (PDF, 2.33 MB)

Non-Pharmacological Approaches to Chronic Pain Management (NSI, 2018)

Dr. R. Corey Waller looks at the evidence behind complementary and alternative medicine approaches that may be helpful in chronic pain management.
Recorded webinar (1 hour 5 min)
Presentation (PDF, 862 KB)

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Medicare PPO Tools & Tips Guide for Providers

If you are a participating in Blue Shield’s Medicare Advantage PPO provider network, this tool kit is designed to help to you when you are providing services for our Medicare Advantage PPO plan members.
Blue Shield Medicare PPO Tools & Tips Guide for Providers (PDF, 879 KB)

Provider Tips for Positively Impacting HOS Scores

This job aid focuses specifically on Hospital Outcome Survey (HOS) measures and provides recommendations for enhancing scores.
Job aid (PDF, 86 KB)

Talking with Older Patients about Sensitive Topics

It can be difficult to talk with older patients about sensitive topics such as bladder control and sexual health. Brandon K. Koretz, MD, MBA, Professor of Clinical Medicine and Co-Chief, Division of Geriatrics at UCLA Health provides practical and proven strategies for addressing these topics.
Recorded webinar (45 min)
Presentation (PDF, 312 KB)

Fall Prevention

Integrating fall prevention into clinical practice includes ensuring that everyone on staff is informed and involved. This 10-minute interactive module is designed to help medical office and hospital staff get up-to-speed on fall prevention best practices.
Stop a fall, save a life: Integrating fall prevention into practice

There is such a wealth of fall prevention material online that it can be time consuming for providers to find what they need. Blue Shield has curated this set of online resources for quick and easy access to the best information, including resources to share with patients.
Stop a fall, save a life: Fall prevention resource list (PDF, 128 KB)

Stop a Fall – Save a Life: Integrating Fall Prevention into Practice

Dr. Diana Homeier – Associate Professor at the Keck School of Medicine of USC and Medical Director at LAC+USC Geriatric Clinic and Adult Protection Team – presents practical, proven strategies for changing the way your practice approaches fall prevention.
Recorded webinar (50 min)
Presentation (PDF, 2.23 MB)

Providing Senior-Friendly Service

This 15-minute senior sensitivity elearning course gives participants the opportunity to gain knowledge, adopt attitudes, and modify behaviors that contribute to improving our senior patients’ experience.
Provider Senior-Friendly Service elearning

Patient/Physician Medical Appointment Summary Form

A non-branded form designed to help facilitate patient/physician communication during the medical appointment. It was created for Medicare patients, but should be helpful for all patients you see. Page 1 is completed by the patient and captures the visit reason and current health status. Page 2 is an after-visit summary completed by the doctor and provided to the patient as a takeaway.
Online appointment summary form (PDF, 155 KB)
Hard copy appointment summary form (PDF, 38 KB)

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Member programs

Promise Health Plan: Children’s Health Programs

This webinar covers the services, eligibility criteria, and intake procedures for three statewide programs serving Medi-Cal eligible individuals with disabilities: California Children’s Services, Department of Developmental Services (DDS), and DDS’ Early Start programs.
Recorded webinar (56 min)
Presentation (PDF, 668 KB)

Referring Patients to Home-Based Palliative Care

This webinar describes how providers can refer qualified patients to Blue Shield’s Home-Based Palliative Care (HBPC) program. The session covers  HBPC patient eligibility requirements, the referral process, HBPC services provided as part of the program, and resources available to support referring providers. 
Recorded webinar (48 min)
Presentation (PDF, 1.8 MB)
Webinar FAQ (PDF, 54 KB)

Home-Based Palliative Care Program Overview for Servicing Providers (2019)

This webinar describes Blue Shield’s home-based palliative care program from the perspective of a servicing provider. Topics included how to qualify and enroll patients, how to code and bill for hassle-free payment, and more.
Recorded webinar (48 min)
Presentation (PDF, 775 KB)

Use the tool below to qualify Blue Shield members for the Home-Based Palliative Care (HBPC) Program. Only members meeting the criteria outlined in this tool can be enrolled in the program.
HBPC Program Patient Eligibility Screening Tool (PDF, 105 KB)

This one-page job aid captures key steps that servicing providers should follow when assessing, enrolling, and caring for members in the HBPC program.
HBPC Program Servicing Provider Checklist (PDF, 199 KB)

The support documents below are provided  to help servicing providers meet program requirements.
CMS 1500 Claim Form Sample (PDF, 177 KB)
CMS 1500 Claim Form Sample – PMPM (PDF, 180 KB)
HBPC Program UB Sample – Initial Evaluation (PDF, 1.2 MB)
HBPC Program UB Sample – PMPM (PDF, 1.2 MB)

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Quality improvement

How to get better CAHPS ratings

Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys measure patient experience for all health plans and products. The Centers for Medicare and Medicaid Services (CMS) announced that CAHPS will be weighted four times more starting in 2021. This interactive module is a quick and easy way for front office staff, clinicians, and physicians to learn what influences CAHPS scores and offers tips for how to improve.
CAHPS e-learning

What you need to know about the CAHPS Health Plan Survey

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) Health Plan Survey is a national, standardized survey used for measuring and reporting information on member experiences with health plans and their contracted providers. Read this overview to learn how patients’ perception and responses can impact value-based care and ultimately your practice.
Fact Sheet (PDF, 111 KB)

Mission Possible! Simple Strategies for Improving Medication Adherence

Dr. R. James Dudl shares simple, evidence-based ways to improve medication adherence.
Recorded webinar (50 min)
Presentation (PDF, 1.53 MB)

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Health literacy

Addressing low health literacy - Improve patient outcomes without adding time (February 2021)

Dr. Cliff Coleman, MD, MPH, a national expert in health literacy, presents communication best practices designed to improve patients’ understanding while not adding time to healthcare professionals’ busy workloads.
Recorded webinar (59 min)
Presentation (PDF, 885 KB)

Improving health literacy with plain language

In this 10-minute interactive module, you will learn why health literacy is important. And by the end, you’ll have the information and tools you need to use plain language as part of good health literacy practices.
Health literacy eLearning

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