Important Information About Syracuse University’s Health Plan Coverage of Services Provided by WellNow Urgent Care

The following provides important information about the coverage of services provided by WellNow Urgent Care under the Syracuse University health plans.  

The University is aware that WellNow has notified their patients, Excellus BlueCross BlueShield (Excellus BCBS) and the community that it intends to leave Excellus’ network effective Jan. 1, 2024. We are hopeful that WellNow and Excellus will reach an agreement soon.

Included below is important information about your coverage effective Jan. 1, 2024, if you are enrolled in SUBlue, SUOrange or SUPro and receive services at a WellNow facility:  

  • Through Dec. 31, 2023, WellNow remains in Excellus’ network and any claims will continue to be covered as in-network, with the applicable deductible, co-pay or coinsurance applied. If you receive a bill from WellNow for a service in 2023, please review it carefully and make sure that it has been submitted to Excellus first. If your bill does not show Excellus paying any portion of the bill, please contact our dedicated Excellus BCBS customer service center at 800.493.0318 (TTY: 800.662.1220).
  • Effective Jan. 1, 2024, if WellNow is no longer in the Excellus network, it will be considered an out-of-network provider. If you are enrolled in SUBlue or SUPro, services provided by WellNow as an out-of-network provider will be covered, but you will generally be responsible for higher out-of-pocket costs. If you are enrolled in SUOrange, which has no out-of-network coverage, services will not be covered by the plan, and you will pay the full cost of the visit. Find more information about the plans’ in-network and out-of-network cost sharing on the health plan webpage.
  • Besides WellNow Urgent Care, your primary care doctor is generally your best option for non-emergencies, and many primary care providers offer after hours care. If they are not available, there are other options for care, including telehealth services through MDLIVE, other in-network urgent care centers and emergency rooms for medical emergencies. Members can visit the Excellus website to locate options for care, including hours of operation.
  • MDLIVE is available 24 hours a day, 7 days a week, even on holidays, to provide care for non-emergency medical or behavioral health conditions. Board-certified doctors and licensed therapists treat a wide range of conditions and generally can prescribe medications. For more information visit the MDLIVE webpage.
  • Additionally, members can access the Excellus 24/7 Nurse Call Line: 800.493.0318 (TTY: 800.662.1220). Specially trained registered nurses from Excellus BCBS can provide support and education for members with chronic or complex health conditions, or provide answers to more general health questions, 24 hours a day, 7 days a week.
  • For more information, contact the University’s dedicated Excellus BCBS customer service center at 800.493.0318 (TTY: 800.662.1220).