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Frequently Asked Questions
What is secured email?
Secure email enables you to receive emails from Blue Shield that contain personal health information, or PHI, and other confidential information.

The secure email process encrypts the contents of the email so that only the intended recipient can read it and reply to it. Your response is returned to the email originator via secure email as well.
What is PHI?
Blue Shield defines PHI as personal and health information as well as medical information and individually identifiable information in electronic or physical form.
Individually identifiable information means that it includes or contains any element of personal identifying information sufficient to allow the individual's identity to be revealed when used alone or in combination with other publicly available information. Individually identifiable information about a member includes but is not limited to:
• Name
• Address
• Phone number
• Social Security number
• Health plan beneficiary identifier - subscriber identification number
• Date of birth
• Email address
• Records of healthcare treatment and payment
• The fact that an individual is a member of Blue Shield of California
When will Blue Shield use secure email?
We will use secure email whenever PHI is part of the communication. You will need to register to use secure email in order to access messages containing PHI.

How will I know when I’ve received a secure email?
Blue Shield will send you a special email notification message to let you know that you received a secure email. To view the secure email, you must be registered.

How do I register and how long does it take?
We have attached simple pre-registration instructions called Getting Started With Secure Email. Registration is a simple, one-time-only process that takes just a few minutes.
If you don’t register in advance, you can always register when you receive the first secure email: Simply click on the link in the email and follow the instructions on the screen.

I need any additional software to receive secure email?
No. The only thing you need to do to receive secure email from Blue Shield is to complete the registration process.

Who can I contact if I have problems registering?
For help with registration, please call us toll free at (800) 446-4632 weekdays, 7:00 a.m. to 7:00 p.m.

I forgot my password.  What should I do?
If you are unable to reset your password by clicking on the Password Help link and correctly answering the questions prompted by the secure email system, you may call the Blue Shield Help Desk at (800) 446-4632 to request a password reset.
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