Independence Blue Cross knows how challenging it can be to care for a loved one who is aging or struggling with their health. That’s why IBX has expanded access to Carallel, a company that provides support, guidance, and assistance to caregivers, to all IBX Medicare Advantage members and the people who are caring for them.
IBX started working with Carallel in 2023. At that time, only those caring for IBX Medicare Advantage members released from the hospital could use the services. In 2024, the services were expanded to IBX members in case management and/or who had a diagnosis of dementia. As of Jan. 1, 2025, Carallel is now a benefit for all individual IBX Medicare Advantage members and their caregivers.
“We know that caregiving is a stressful job, and as a health plan, we want to be there to support the people take on this important role,” said Dr. Luz Ramos, geriatrician and Medical Director at Independence Blue Cross. “This is especially crucial as more baby boomers reach 65 and older, and the number of people caring for a loved one grows. By offering this as a benefit to all our individual Medicare Advantage members, we’re making sure that more people have access to the help they need when facing the challenges of caregiving.”
Once a caregiver is enrolled in Carallel, they can have regular touchpoints with Care Advocates. These specialists can provide them with a listening ear and knowledgeable advice. They also help with complex tasks and responsibilities (such as advance care planning, accessing care, finding in-home supports, vetting senior living options, and more). Additionally, caregivers have access to support groups, education, and collaborative digital tools that are available 24/7. There are no usage limits on these services.
“The feedback we’ve gotten on Carallel’s services is encouraging,” said Dr. Ramos. “IBX member and caregiver satisfaction with the services is being measured by a net promoter score. That’s a metric used to measure loyalty, satisfaction, and how likely someone is to recommend the service. As of Jan. 31, 2025, the service received an 87 out of 100, which is well above healthcare’s industry average of 58.”
Caregivers of IBX Medicare Advantage members have also shared their personal stories and positive experiences of using Carallel.
Mary Phillips, a Bucks County resident whose husband Herb was diagnosed with Alzheimer’s disease in 2016, said that “Carallel has made caring for Herb so much easier. The emotional support, the coaching, the research — it’s all helpful and very appreciated.”
Phillips has worked with Kim, a Carallel Care Advocate. The two hit it off from the first time they spoke. Their first phone call turned into regular check-ins, usually weekly to connect on the goals they set together. Phillips said that “Kim’s terrific. The support is terrific. I just love it, and you will, too.”
Olga Dugan, a Philadelphia resident, used Carallel when her 92-year-old mother returned home from the hospital after a heart attack. Dugan said that she and her sisters loved working with Meghan, also a Carallel Care Advocate. Dugan said, “Her compassion and advice gave us the comfort and understanding that we needed in order to give our mother and ourselves the best care possible.”
The number of people who are caring for IBX Medicare Advantage members and using Carallel has grown by more than 200 percent in 2024. This growth is significant, as the first group that was eligible for these services was relatively narrow and early data from the expansion of the benefit in 2025 suggests more members will leverage this benefit in 2025 than all of 2023 and 2024 combined.
Learn more about how Independence Blue Cross strives for the health and wellness of its members by giving them the resources they need to live every day better.
