Complex Case Management Program

Blue Shield of California Promise Health Plan has established a Complex Case Management program to provide a direct interface with our members and to work closely with their physicians to coordinate care and services for high-risk members. The goal of complex case management is to help members regain optimum health or improved functional capability, educate members regarding their chronic condition, and reinforce the primary care physician (PCP) prescribed treatment plan.

Blue Shield Promise utilizes two distinct processes to identify members for enrollment in complex case management, which include both administrative and electronic data as well as referral sources. The Plan reviews administrative data reports on at least a monthly basis, and referrals are done at the same time.

Electronic identification sources include but are not limited to the following:

  • Claims data
  • Encounter data
  • Hospital discharge data
  • Pharmacy data
  • Laboratory data
  • Medication Therapy Management Program

Referral identification sources include but are not limited to the following:

  • Provider referrals
  • Disease Management Program referrals
  • Discharge planner (inpatient case manager)
  • Member self-referral
  • Member services referral


Referral process

Any Blue Shield Promise credentialed primary care physician or specialist may refer a member to complex case management.

Each referral will be reviewed for complex case management enrollment based on available information and a member assessment by phone. Participation in this program is free and voluntary for all eligible Blue Shield of California Promise Health Plan members. You can refer a member to this program by filling out the referral form and sending it to us:

 Population Health Management Program referral form (PDF, 57 KB)
 Fax the referral form and additional documentation or information to (323) 889-6575.

If you want additional information or would like to discuss Blue Shield Promise’s Complex Case Management Program, call Provider Services at (800) 468-9935, 6 a.m. to 6:30 p.m., Monday through Friday.

Enrollment criteria for Complex Case Management Program

Enrollment criteria for complex case management includes:

  • Major organ transplant
  • Major trauma
  • Four or more chronic conditions
  • Three or more admissions within a 12-month period
  • Re-admission within 30 days with the same or similar diagnosis or condition
  • Poly-pharmacy utilization consisting of more than 30 prescriptions per quarter
  • Cancer diagnosis requiring multiple treatment modalities with complex care coordination across multiple disciplines


Chronic conditions:

  • Diabetes
  • Renal failure
  • Hypertension
  • Pulmonary:
    • Chronic obstructive pulmonary disease (COPD)
    • Pneumonia
    • Asthma
    • Respiratory failure
    • Pulmonary hypertension
    • Guillain-Barre Syndrome
  • Cardiac:
    • Congestive heart failure
    • Cardiomyopathy
    • Coronary artery disease (CAD)
  • Osteomyelitis
  • Rheumatoid arthritis
  • Systemic lupus erythematosus (SLE)
  • Multiple sclerosis (MS)
  • Parkinson's Disease
  • Cirrhosis of liver / chronic liver disease
  • Pressure ulcers
  • Human immunodeficiency virus (HIV)
  • Metastatic cancer

Primary care physician notification process

After the member is enrolled in complex case management, the primary care physician (PCP) will receive written notification of the member's enrollment, an explanation of the complex case management program, and the complex case manager's contact information.

The PCP will receive written correspondence from the complex case manager regarding clinical status updates on their member.

The complex case manager is required to call the member's PCP when there is a change in a member's condition. When applicable, they will also coordinate care and services.

Medi-Cal Provider Incentive Program

Our Med-Cal Provider Incentive Program provides incentives for network physician practices and independent physician associations (IPAs) to support and encourage high standards in health care for our valued Medi-Cal plan members.

Transitional Care Management for Special Needs Plan Members

Blue Shield Promise has developed the Transitional Care Management Program to deliver high-quality care to our members during care transitions. This program meets all regulatory requirements.

Behavioral Health Services

Blue Shield Promise behavioral health services cover mental health, substance use disorder, and autism spectrum disorder behavioral health treatment.

Population Health Management

Our Disease Management Program provides education, care coordination, and support for members with certain chronic conditions.

Quality Improvement Program

Blue Shield Promise created a Quality Improvement Program (QIP) for all lines of business. This program allows us to identify opportunities for improvement of care and services to our members and providers.

Health education for providers and members

Blue Shield Promise assists you in meeting health education state requirements by providing appropriate health education materials for you to distribute to your patients. These multilingual materials are available in the state-mandated topics.


Find the forms you need for authorizations, referrals, service requests, EFT enrollment, and provider disputes.

Provider Connection

Access network provider tools on Provider Connection website.

Health Care Options: 1-844-580-7272, de lunes a viernes, de 8:00 a. m. - a 6:00 p. m. Los usuarios del sistema TTY deben llamar al 1-800-430-7077.

Para obtener información sobre Blue Shield Promise Cal MediConnect Plan y otras opciones de Cal MediConnect para la atención de su salud, comuníquese con el Department of Health Care Services (Departamento de Servicios de Atención de la Salud) al 1-800-430-4263 (TTY: 1-800-735-2922) o visite la página

Blue Shield of California Promise Health Plan es una organización de atención administrada que pertenece completamente a Blue Shield of California, y que ofrece Medi-Cal, Cal MediConnect, Medicare Advantage HMO y Dual Eligible Special Needs Plans (D-SNP, Planes de necesidades especiales con doble elegibilidad).

© 2002-2023. California Physicians’ Service DBA Blue Shield of California Promise Health Plan. Todos los derechos reservados.

California Physicians’ Service DBA Blue Shield of California Promise Health Plan es un licenciatario independiente de Blue Shield Association..

Blue Shield of California Promise Health Plan es un plan HMO y un plan HMO D-SNP que tiene un contrato con Medicare y un contrato con el Programa Medicaid del Estado de California. La inscripción en Blue Shield of California Promise Health Plan depende de la renovación del contrato.

Las redes de proveedores pueden cambiar en cualquier momento.

Blue Shield of California Promise Health Plan complies with applicable state laws and federal civil rights laws, and does not discriminate on the basis of race, color, national origin, ancestry, religion, sex, marital status, gender, gender identity, sexual orientation, age, or disability.

Blue Shield of California Promise Health Plan cumple con las leyes estatales y las leyes federales de derechos civiles vigentes, y no discrimina por motivos de raza, color, país de origen, ascedencial, religión, sexo, estado civil, genero, identidad de genero, orientación sexual, edad ni discapacidad.

Blue Shield of California Promise Health Plan 遵循適用的州法律和聯邦公民權利法律,並且不以種族、膚色、原國籍、血統、宗教、性別、婚姻 狀況、性別認同、性取向、年齡或殘障為由而進行歧視。


Blue Shield of California Promise Health Plan, 3840 Kilroy Airport Way, Long Beach, CA  90806

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