As health care costs soar for Blue Cross's ACA customers, the Chapel Hill insurer is cold-calling customers who use the ER as their go-to health care provider and setting up house calls to assess customers who don't have a primary care doctor. Here Tabitha Hawkins, right front, works in the Blue Cross "Situation Room" where about two dozen nurses and customer service reps call customers who are identified by the insurer's algorithm at the company offices in Durham, NC on Dec. 17, 2015.
As health care costs soar for Blue Cross's ACA customers, the Chapel Hill insurer is cold-calling customers who use the ER as their go-to health care provider and setting up house calls to assess customers who don't have a primary care doctor. Here Tabitha Hawkins, right front, works in the Blue Cross "Situation Room" where about two dozen nurses and customer service reps call customers who are identified by the insurer's algorithm at the company offices in Durham, NC on Dec. 17, 2015. Chris Seward cseward@newsobserver.com
As health care costs soar for Blue Cross's ACA customers, the Chapel Hill insurer is cold-calling customers who use the ER as their go-to health care provider and setting up house calls to assess customers who don't have a primary care doctor. Here Tabitha Hawkins, right front, works in the Blue Cross "Situation Room" where about two dozen nurses and customer service reps call customers who are identified by the insurer's algorithm at the company offices in Durham, NC on Dec. 17, 2015. Chris Seward cseward@newsobserver.com

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