CareFirst BlueCross BlueShield’s (CareFirst) mission and values are grounded in ethical behavior—how we do our jobs and treat each other is just as important as what we accomplish. Our high standards of governance, compliance and ethics have sustained our reputation as one of the World's Most Ethical Companies® for 13 consecutive years, an honor that is earned through the dedication and support of the entire organization.
Our Speak Up Report offers a yearly overview of our Ethics & Compliance program, providing statistical and illustrative insights into the investigative processes and trends that we use to act on information we receive.
You’ll see in the Speak Up Report that our associates and contingent workers believe they have a personal responsibility to ensure that our company behaves ethically. They know that every one of us can have an influence in contributing to an ethical and transparent culture.
That commitment has helped solidify CareFirst as one of the largest not-for-profit healthcare companies in the United States, serving nearly 3.5 million members in our service area and beyond. Our high standards for governance, compliance and ethical behavior, and a willingness to “speak up” about them, allow us to provide affordable and accessible healthcare to our members.
“Your commitment to acting with unquestionable ethics, upholding a culture of compliance and reporting potential violations or concerns is vital to protecting fellow Difference Makers, members and the CareFirst brand.”
Darnell Burgess , VP, Chief Ethics & Compliance Officer, CareFirst
2024 Key Highlights
Investigations
Every concern that is reported is taken seriously, with a goal of determining not only cause and context but also a solution. Investigations also seek to identify any underlying issues that can lead to opportunities for improvement. Reporting issues is essential for a compliant and ethical culture.
Of the 135 investigations conducted in 2024:
were identified as substantiated, meaning part or all of the concern raised could be proven with reasonable certainty. This high substantiation rate reflects reporters making high-quality and informed reports as well as an effective investigation process.
of concerns were reported anonymously. This low anonymity rate signals that reporters trust the system without fear of personal retaliation.
of concerns were reported via the Ethics & Compliance Hotline web intake site, while 41% were reported directly to the Ethics & Compliance Office, Human Resources, people leaders, or senior leadership. The remaining 7% of concerns were reported via the Ethics & Compliance Hotline phone number, a significant increase from the previous year.
Ethics and Compliance Perceptions Survey
Every year, the Ethics & Compliance Office facilitates a survey to evaluate workforce perception of the CareFirst compliance and ethics culture. The results are used to measure our ability to detect and prevent misconduct and our workforce’s awareness of resources. It also helps identify opportunities for improvement and guide compliance and ethics efforts for the following year.
According to the 2024 Ethics and Compliance Perceptions Survey:
of respondents said they knew how to make an anonymous report regarding wrongdoing or unethical behavior.
of respondents said they have a personal responsibility for making sure CareFirst behaves ethically.
of respondents agreed that the company enforces its non-retaliation policy.
of respondents said the company manages ethical problems completely and appropriately.
