January 1 December 31, Evidence of Coverage

Transcription

1 Medicare PLUS Group PPO 2015 Blue Cross Blue Shield of Michigan is a nonprofit corporation and independent licensee of the Blue Cross and Blue Shield Association. January 1 December 31, Evidence of Coverage Your Medicare Health Benefits and Services as a Member of Medicare Plus Blue SM Group PPO This booklet gives you the details about your Medicare health coverage from January 1 December 31, It explains how to get the health care you need. This is an important legal document. Please keep it in a safe place. Medicare Plus Blue Group PPO Customer Service: For help or information, please call Customer Service at TTY users call 711. (Calls to these numbers are free.) Hours: Monday through Friday from 8 a.m. to 7 p.m., Eastern time. Or go to our plan website at Customer Service has free language interpreter services available for non-english speakers. This information is available for free in a different format, including large print, Braille, audio tape and CD. Please call Customer Service at the number listed above if you need plan information in another format. This plan, Medicare Plus Blue Group PPO is offered by Blue Cross Blue Shield of Michigan. (When this Evidence of Coverage says we, us, or our, it means Blue Cross Blue Shield of Michigan. When it says plan or our plan, it means Medicare Plus Blue Group PPO.) Medicare Plus Blue is a PPO plan with a Medicare contract. Enrollment in Medicare Plus Blue depends on contract renewal. Benefits, deductible, copayments/coinsurance may change on January 1, DB JAN 15 H9572_C_UAW15MAPPOEOCR1 0115

2

3 Multi-language Interpreter Services English: We have free interpreter services to answer any questions you may have about our health or drug plan. To get an interpreter, just call us at Someone who speaks English/Language can help you. This is a free service. Spanish: Tenemos servicios de intérprete sin costo alguno para responder cualquier pregunta que pueda tener sobre nuestro plan de salud o medicamentos. Para hablar con un intérprete, por favor llame al Alguien que hable español le podrá ayudar. Este es un servicio gratuito. Chinese Mandarin: 我 们 提 供 免 费 的 翻 译 服 务, 帮 助 您 解 答 关 于 健 康 或 药 物 保 险 的 任 何 疑 问 如 果 您 需 要 此 翻 译 服 务, 请 致 电 我 们 的 中 文 工 作 人 员 很 乐 意 帮 助 您 这 是 一 项 免 费 服 务 Chinese Cantonese: 您 對 我 們 的 健 康 或 藥 物 保 險 可 能 存 有 疑 問, 為 此 我 們 提 供 免 費 的 翻 譯 服 務 如 需 翻 譯 服 務, 請 致 電 我 們 講 中 文 的 人 員 將 樂 意 為 您 提 供 幫 助 這 是 一 項 免 費 服 務 Tagalog: Mayroon kaming libreng serbisyo sa pagsasaling-wika upang masagot ang anumang mga katanungan ninyo hinggil sa aming planong pangkalusugan o panggamot. Upang makakuha ng tagasaling-wika, tawagan lamang kami sa Maaari kayong tulungan ng isang nakakapagsalita ng Tagalog. Ito ay libreng serbisyo. French: Nous proposons des services gratuits d'interprétation pour répondre à toutes vos questions relatives à notre régime de santé ou d'assurance-médicaments. Pour accéder au service d'interprétation, il vous suffit de nous appeler au Un interlocuteur parlant Français pourra vous aider. Ce service est gratuit. Vietnamese: Chúng tôi có dịch vụ thông dịch miễn phí để trả lời các câu hỏi về chương sức khỏe và chương trình thuốc men. Nếu quí vị cần thông dịch viên xin gọi sẽ có nhân viên nói tiếng Việt giúp đỡ quí vị. Đây là dịch vụ miễn phí. German: Unser kostenloser Dolmetscherservice beantwortet Ihren Fragen zu unserem Gesundheits- und Arzneimittelplan. Unsere Dolmetscher erreichen Sie unter Man wird Ihnen dort auf Deutsch weiterhelfen. Dieser Service ist kostenlos. Korean: 당사는 의료 보험 또는 약품 보험에 관한 질문에 답해 드리고자 무료 통역 서비스를 제공하고 있습니다. 통역 서비스를 이용하려면 전화 번으로 문의해 주십시오. 한국어를 하는 담당자가 도와 드릴 것입니다. 이 서비스는 무료로 운영됩니다.

4 Russian: Если у вас возникнут вопросы относительно страхового или медикаментного плана, вы можете воспользоваться нашими бесплатными услугами переводчиков. Чтобы воспользоваться услугами переводчика, позвоните нам по телефону Вам окажет помощь сотрудник, который говорит по-pусски. Данная услуга бесплатная. إننا نقدم خدمات المترجم الفوري المجانية لإلجابة عن أي أسئلة تتعلق بالصحة أو جدول األدوية لدينا. للحصول على Arabic: بمساعدتك. هذه مترجم فوري ليس عليك سوى االتصال بنا على سيقوم شخص ما يتحدث العربية.خدمة مجانية Italian: È disponibile un servizio di interpretariato gratuito per rispondere a eventuali domande sul nostro piano sanitario e farmaceutico. Per un interprete, contattare il numero Un nostro incaricato che parla Italianovi fornirà l'assistenza necessaria. È un servizio gratuito. Portugués: Dispomos de serviços de interpretação gratuitos para responder a qualquer questão que tenha acerca do nosso plano de saúde ou de medicação. Para obter um intérprete, contacte-nos através do número Irá encontrar alguém que fale o idioma Português para o ajudar. Este serviço é gratuito. French Creole: Nou genyen sèvis entèprèt gratis pou reponn tout kesyon ou ta genyen konsènan plan medikal oswa dwòg nou an. Pou jwenn yon entèprèt, jis rele nou nan Yon moun ki pale Kreyòl kapab ede w. Sa a se yon sèvis ki gratis. Polish: Umożliwiamy bezpłatne skorzystanie z usług tłumacza ustnego, który pomoże w uzyskaniu odpowiedzi na temat planu zdrowotnego lub dawkowania leków. Aby skorzystad z pomocy tłumacza znającego język polski, należy zadzwonid pod numer Ta usługa jest bezpłatna. Hindi: हभ य स व स म म दव क म जन क फ य भ आऩक ककस ब प रश न क जव फ द न क लरए हभ य ऩ स भ फ त द ब ष म स व ए उऩरब ध ह. एक द ब ष म प र प त कयन क लरए, फस हभ ऩय प न कय. क ई व मक तत ज हहन द फ रत ह आऩक भदद कय सकत ह. मह एक भ फ त स व ह. Japanese: 当 社 の 健 康 健 康 保 険 と 薬 品 処 方 薬 プランに 関 するご 質 問 にお 答 えするため に 無 料 の 通 訳 サービスがありますございます 通 訳 をご 用 命 になるには にお 電 話 ください 日 本 語 を 話 す 人 者 が 支 援 いたします これは 無 料 のサービ スです

5 Table of Contents i Table of Contents This list of chapters and page numbers is your starting point. For more help in finding information you need, go to the first page of a chapter. You will find a detailed list of topics at the beginning of each chapter. Chapter 1. Getting started as a member... 1 Explains what it means to be in a Medicare health plan and how to use this booklet. Tells about materials we will send you, your plan premium, your plan membership card, and keeping your membership record up to date. Chapter 2. Important phone numbers and resources Tells you how to get in touch with our plan (Medicare Plus Blue Group PPO) and with other organizations including Medicare, the State Health Insurance Assistance Program (SHIP), the Quality Improvement Organization, Social Security, Medicaid (the state health insurance program for people with low incomes), and the Railroad Retirement Board. Chapter 3. Using the plan s coverage for your medical services Explains important things you need to know about getting your medical care as a member of our plan. Topics include using the providers in the plan s network and how to get care when you have an emergency. Chapter 4. Medical Benefits Chart (what is covered and what you pay) Gives the details about which types of medical care are covered and not covered for you as a member of our plan. Explains how much you will pay as your share of the cost for your covered medical care. Chapter 5. Asking us to pay our share of a bill you have received for covered medical services Explains when and how to send a bill to us when you want to ask us to pay you back for our share of the cost for your covered services. Chapter 6. Your rights and responsibilities Explains the rights and responsibilities you have as a member of our plan. Tells what you can do if you think your rights are not being respected.

6 ii 2015 Evidence of Coverage for Medicare Plus Blue Group PPO Table of Contents Chapter 7. What to do if you have a problem or complaint (coverage decisions, appeals, complaints) Tells you step-by-step what to do if you are having problems or concerns as a member of our plan. Explains how to ask for coverage decisions and make appeals if you are having trouble getting the medical care you think is covered by our plan. This includes asking us to make exceptions to the rules, and asking us to keep covering hospital care and certain types of medical services if you think your coverage is ending too soon. Explains how to make complaints about quality of care, waiting times, customer service, and other concerns. Chapter 8. Ending your membership in the plan Explains when and how you can end your membership in the plan. Explains situations in which our plan is required to end your membership. Chapter 9. Legal notices Includes notices about governing law and about nondiscrimination. Chapter 10. Definitions of important words Explains key terms used in this booklet.

7 Chapter 1: Getting started as a member 1 Chapter 1. Getting started as a member SECTION 1 Introduction... 2 Section 1.1 You are enrolled in Medicare Plus Blue Group PPO Group, which is a Medicare PPO plan... 2 Section 1.2 What is the Evidence of Coverage booklet about?... 2 Section 1.3 What does this Chapter tell you?... 2 Section 1.4 What if you are new to Medicare Plus Blue Group PPO?... 2 Section 1.5 Legal information about the Evidence of Coverage... 3 SECTION 2 What makes you eligible to be a plan member?... 3 Section 2.1 Your eligibility requirements... 3 Section 2.2 What are Medicare Part A and Medicare Part B?... 3 Section 2.3 Here is the plan service area for Medicare Plus Blue Group PPO... 4 SECTION 3 What other materials will you get from us?... 5 Section 3.1 Your plan membership card Use it to get all covered care... 5 Section 3.2 The Provider Directory: Your guide to all providers in the plan s network... 5 SECTION 4 Your monthly premium for Medicare Plus Blue Group PPO... 7 Section 4.1 How much is your plan premium?... 7 SECTION 5 Please keep your plan membership record up to date... 7 Section 5.1 How to help make sure that we have accurate information about you... 7 SECTION 6 We protect the privacy of your personal health information... 8 Section 6.1 We make sure that your health information is protected... 8 SECTION 7 How other insurance works with our plan... 9 Section 7.1 Which plan pays first when you have other insurance?... 9

8 2 Chapter 1: Getting started as a member SECTION 1 Section 1.1 Introduction You are enrolled in Medicare Plus Blue Group PPO Group, which is a Medicare PPO plan You are covered by Medicare, and you have chosen to get your Medicare health care coverage through our plan, Medicare Plus Blue Group PPO. There are different types of Medicare health plans. Medicare Plus Blue Group PPO is a Medicare Advantage PPO Plan (PPO stands for Preferred Provider Organization). This plan does not include Part D prescription drug coverage. Like all Medicare health plans, this Medicare PPO is approved by Medicare and run by a private company. Section 1.2 What is the Evidence of Coverage booklet about? This Evidence of Coverage booklet tells you how to get your Medicare medical care covered through our plan. This booklet explains your rights and responsibilities, what is covered, and what you pay in cost share as a member of the plan. This plan, Medicare Plus Blue Group PPO, is offered by Blue Cross Blue Shield of Michigan. (When this Evidence of Coverage says we, us, or our, it means Blue Cross Blue Shield of Michigan. When it says plan or our plan, it means Medicare Plus Blue Group PPO.) The word coverage and covered services refers to the medical care and services available to you as a member of Medicare Plus Blue Group PPO. Section 1.3 What does this Chapter tell you? Look through Chapter 1 of this Evidence of Coverage to learn: What makes you eligible to be a plan member? What is your plan s service area? What materials will you get from us? What is your plan premium? How do you keep the information in your membership record up to date? Section 1.4 What if you are new to Medicare Plus Blue Group PPO? If you are a new member, then it s important for you to learn what the plan s rules are and what services are available to you. We encourage you to set aside some time to look through this Evidence of Coverage booklet. If you are confused or concerned or just have a question, please contact our plan s Customer Service (phone number is printed on the back cover of this booklet).

9 Chapter 1: Getting started as a member 3 Section 1.5 Legal information about the Evidence of Coverage It s part of our contract with you This Evidence of Coverage is part of our contract with you about how Medicare Plus Blue Group PPO covers your care. Other parts of this contract include any notices you receive from us about changes to your coverage or conditions that affect your coverage. These notices are sometimes called riders or amendments. The contract is in effect for months in which you are enrolled in Medicare Plus Blue Group PPO between January 1, 2015 and December 31, Each calendar year, Medicare allows us to make changes to the plans that we offer. This means we can change the costs and benefits of Medicare Plus Blue Group PPO after December 31, We can also choose to stop offering the plan, or to offer it in a different service area, after December 31, Medicare must approve our plan each year Medicare (the Centers for Medicare & Medicaid Services) must approve Medicare Plus Blue Group PPO each year. You can continue to get Medicare coverage as a member of our plan as long as we choose to continue to offer the plan and Medicare renews its approval of the plan. SECTION 2 Section 2.1 What makes you eligible to be a plan member? Your eligibility requirements You are eligible for membership in our plan as long as: You live in our geographic service area (section 2.3 below describes our service area) -- and -- you have both Medicare Part A and Medicare Part B -- and you do not have End-Stage Renal Disease (ESRD), with limited exceptions, such as if you develop ESRD when you are already a member of a plan that we offer, or you were a member of a different Medicare Advantage plan that was terminated. Section 2.2 What are Medicare Part A and Medicare Part B? When you first signed up for Medicare, you received information about what services are covered under Medicare Part A and Medicare Part B. Remember: Medicare Part A generally helps cover services furnished by institutional providers such as hospitals (for inpatient services), skilled nursing facilities, or home health agencies.

10 4 Chapter 1: Getting started as a member Medicare Part B is for most other medical services (such as physician s services and other outpatient services) and certain items (such as durable medical equipment and supplies). Section 2.3 Here is the plan service area for Medicare Plus Blue Group PPO Although Medicare is a Federal program, Medicare Plus Blue Group PPO is available only to individuals eligible for your retiree medical benefit administrator sponsored health plan and who permanently reside in our plan service area. The service area encompasses the States of Alabama, California, Florida, Indiana, Kentucky, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, North Carolina, South Carolina, Tennessee, Virginia and West Virginia. To remain a member of our plan, you must permanently reside in one of these service areas. If you plan to move out of our service area, please contact the Retiree Health Care Connect at , Monday through Friday, 8:30 AM to 4:30 PM, Eastern time. It is also important that you call Social Security if you move or change your mailing address. You can find phone numbers and contact information for Social Security in Chapter 2, Section 5.

11 Chapter 1: Getting started as a member 5 SECTION 3 Section 3.1 What other materials will you get from us? Your plan membership card Use it to get all covered care While you are a member of our plan, you must use your membership card for our plan whenever you get any services covered by this plan. Here s a sample membership card to show you what yours will look like: As long as you are a member of our plan you must not use your red, white, and blue Medicare card to get covered medical services (with the exception of routine clinical research studies and hospice services). Keep your red, white, and blue Medicare card in a safe place in case you need it later. Here s why this is so important: If you get covered services using your red, white, and blue Medicare card instead of using your Medicare Plus Blue Group PPO membership card while you are a plan member, this will delay processing of your claims. If your plan membership card is damaged, lost, or stolen, call Customer Service right away and we will send you a new card. (The phone number for Customer Service is printed on the back cover of this booklet.) Section 3.2 The Provider Directory: Your guide to all providers in the plan s network You will also receive instructions on how to locate a provider. This explains how you can locate the plan s network providers. What are network providers? Network providers are the doctors and other health care professionals, medical groups, hospitals, and other health care facilities that have an agreement with us to accept our payment and any plan cost sharing as payment in full. We have arranged for these providers to deliver covered services to members in our plan.

12 6 Chapter 1: Getting started as a member Why do you need to know which providers are part of our network? As a member of our plan, you can choose to receive care from out-of-network providers. Our plan will cover services from either in-network or out-of-network providers, as long as the services are covered benefits and medically necessary. However, if you use an out-ofnetwork provider, your share of the costs for your covered services may be higher. See Chapter 3 (Using the plan s coverage for your medical services) for more specific information. Please Note: We are still building a provider network in some communities. We encourage you to seek network doctors, hospitals and other facilities. However, if you receive care from a non-network provider that accepts Original Medicare in one of the counties listed below, your care will be treated as if it were provided in network. Florida Baker, Brevard, Calhoun, Dixie, Gadsden, Gilchrist, Glades, Hamilton, Holmes, Jefferson, Lafayette, Liberty, Madison, Monroe, Nassau, Okeechobee, Putnam, Taylor, Union, Wakulla and Washington counties. Massachusetts Berkshire, Dukes and Nantucket counties. New Jersey Atlantic county. North Carolina Burke, Camden, Cherokee, Clay, Craven, Currituck, Dare, Graham, Jackson, Lenoir, Macon, Moore, Pasquotank, Rutherford and Swain counties. Virginia Accomack, Alleghany, Amherst, Arlington, Augusta, Bath, Bland, Brunswick, Buchanan, Buckingham, Campbell, Carroll, Clarke, Dickenson, Essex, Fairfax, Facquier, Frederick, Grayson, Greene, Halifax, Henry, Highland, Isle of Wight, King George, King William, Lee, Loudon, Mecklenburg, Nelson, Nottoway, Patrick, Pittsylvania, Powhatan, Prince William, Rappahannock, Rockingham, Russell, Scott, Smyth, Southampton, Spotsylvania, Stafford, Sussex, Tazewell, Washington, Westmoreland, Wise and Wythe counties. You may ask Customer Service for more information about our network providers, including their qualifications (phone number is printed on the back cover of this booklet). You can also

13 Chapter 1: Getting started as a member 7 search for a doctor at Both Customer Service and the website can give you the most up-to-date information about changes in our network providers. If you are a member living outside the state of Michigan, you can locate network providers using the How To Find A Network Provider document you received with your welcome kit. If you are a member living in Michigan, you will receive a Provider Directory. SECTION 4 Section 4.1 Your monthly premium for Medicare Plus Blue Group PPO How much is your plan premium? Your coverage is provided through a contract with your current employer or former retiree medical benefit administrator. Please contact your retiree medical benefit administrator for information about your plan premium. Many members are required to pay other Medicare premiums As explained in Section 2 above, in order to be eligible for our plan, you must be entitled to Medicare Part A and enrolled in Medicare Part B. For that reason, some plan members (those who aren t eligible for premium-free Part A) pay a premium for Medicare Part A, and most plan members pay a premium for Medicare Part B. You must continue paying your Medicare premiums to remain a member of the plan. Your monthly contribution to the UAW Trust is waived for Your copy of Medicare & You 2015 gives information about the Medicare premiums in the section called 2015 Medicare Costs. This explains how the Medicare Part B premium differs for people with different incomes. Everyone with Medicare receives a copy of Medicare & You each year in the fall. Those new to Medicare receive it within a month after first signing up. You can also download a copy of Medicare & You 2015 from the Medicare website ( Or, you can order a printed copy by phone at MEDICARE ( ), 24 hours a day, seven days a week. TTY users call SECTION 5 Section 5.1 Please keep your plan membership record up to date How to help make sure that we have accurate information about you Your membership record has information from your enrollment form, including your address and telephone number. It shows your specific plan coverage. The doctors, hospitals, and other providers in the plan s network need to have correct information about you. These providers use your membership record to know what

14 8 Chapter 1: Getting started as a member services are covered and the cost-sharing amounts for you. Because of this, it is very important that you help us keep your information up to date. If you need to make changes to the following, please contact Retiree Health Care Connect: Changes to your name, your address, or your phone number. Changes in any other health insurance coverage you have (such as from your employer, your spouse s employer, workers compensation, or Medicaid). If your designated responsible party (such as a caregiver) changes. Contact Retiree Health Care Connect at If you need to make changes to the following, please contact Blue Cross Blue Shield Customer Service: If you have any liability claims, such as claims from an automobile accident If you are participating in a clinical research study It is also important to contact Social Security if you move or change your mailing address. You can find phone numbers and contact information for Social Security in Chapter 2, Section 5. Read over the information we send you about any other insurance coverage you have. Medicare requires that we collect information from you about any other medical insurance coverage that you have. That s because we must coordinate any other coverage you have with your benefits under our plan. (For more information about how our coverage works when you have other insurance, see Section 7 in this chapter.) SECTION 6 Section 6.1 We protect the privacy of your personal health information We make sure that your health information is protected Federal and state laws protect the privacy of your medical records and personal health information. We protect your personal health information as required by these laws. For more information about how we protect your personal health information, please go to Chapter 6, Section 1.4 of this booklet.

15 Chapter 1: Getting started as a member 9 SECTION 7 Section 7.1 How other insurance works with our plan Which plan pays first when you have other insurance? When you have other insurance (like employer group health coverage), there are rules set by Medicare that decide whether our plan or your other insurance pays first. The insurance that pays first is called the primary payer and pays up to the limits of its coverage. The one that pays second, called the secondary payer, only pays if there are costs left uncovered by the primary coverage. The secondary payer may not pay all of the uncovered costs. These rules apply for employer or union group health plan coverage: If you have retiree coverage, Medicare pays first. If your group health plan coverage is based on your or a family member s current employment, who pays first depends on your age, the number of people employed by your employer, and whether you have Medicare based on age, disability, or End- Stage Renal Disease (ESRD): o If you re under 65 and disabled and you or your family member is still working, your plan pays first if the employer has 100 or more employees or at least one employer in a multiple employer plan has more than 100 employees. o If you re over 65 and you or your spouse is still working, the plan pays first if the employer has 20 or more employees or at least one employer in a multiple employer plan has more than 20 employees. If you have Medicare because of ESRD, your group health plan will pay first for the first 30 months after you become eligible for Medicare. These types of coverage usually pay first for services related to each type: No-fault insurance (including automobile insurance) Liability (including automobile insurance) Black lung benefits Workers compensation Medicaid and TRICARE never pay first for Medicare-covered services. They only pay after Medicare, employer group health plans, and/or Medigap have paid. If you have other insurance, tell your doctor or hospital. If you have questions about who pays first, or you need to update your other insurance information, call Customer Service (phone number is printed on the back cover of this booklet). You may need to give your plan member ID number to your other insurers (once you have confirmed their identity) so your bills are paid correctly and on time.

16 10 Chapter 1: Getting started as a member

17 Chapter 2: Important phone numbers and resources 11 Chapter 2. Important phone numbers and resources SECTION 1 SECTION 2 SECTION 3 SECTION 4 Medicare Plus Blue Group PPO contacts (how to contact us, including how to reach Customer Service at the plan) Medicare (how to get help and information directly from the Federal Medicare program) State Health Insurance Assistance Program (free help, information, and answers to your questions about Medicare) Quality Improvement Organization (paid by Medicare to check on the quality of care for people with Medicare) SECTION 5. Social Security SECTION 6 Medicaid (a joint Federal and state program that helps with medical costs for some people with limited income and resources) SECTION 7 How to contact the Railroad Retirement Board SECTION 8 Do you have group insurance or other health insurance from an employer?... 33

18 12 Chapter 2: Important phone numbers and resources SECTION 1 Medicare Plus Blue Group PPO contacts (how to contact us, including how to reach Customer Service at the plan) How to contact our plan s Customer Service For assistance with claims, billing or member card questions, please call or write to Medicare Plus Blue Group PPO Customer Service. We will be happy to help you. Customer Service CALL TTY 711 Calls to this number are free. Available from 8:00 AM to 7:00 PM, Monday through Friday, Eastern Standard Time. Customer Service also has free language interpreter services available for non-english speakers. This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. Calls to this number are free. Available from 8:00 AM to 7:00 PM, Monday through Friday, Eastern Standard Time. FAX WRITE Blue Cross Blue Shield of Michigan Medicare Plus Blue Group PPO Member Service Inquiry Department Mail Code X E. Lafayette Blvd Detroit, MI WEBSITE

19 Chapter 2: Important phone numbers and resources 13 Vision Service Plan (Routine Vision Services) CALL Available from 5:00 AM to 7:00 PM, Monday through Friday, Pacific Time. How to contact us when you are asking for a coverage decision, appeal or complaint about your medical care A coverage decision is a decision we make about your benefits and coverage or about the amount we will pay for your medical services. For more information on asking for coverage decisions about your medical care, see Chapter 7 (What to do if you have a problem or complaint (coverage decisions, appeals, complaints)). You may call us if you have questions about our coverage decision process. Coverage Decisions About Medical Care CALL Calls to this number are free. Available from 8:00 AM to 7:00 PM, Monday through Friday, Eastern Standard Time. Customer Service also has free language interpreter services available for non-english speakers. TTY 711 This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. Calls to this number are free. WRITE MEDICARE WEBSITE Available from 8:00 AM to 7:00 PM, Monday through Friday, Eastern Standard Time. Blue Cross Blue Shield of Michigan Grievances and Appeals Department PO Box 2627 Detroit, MI You can submit a complaint about Medicare Plus Blue Group PPO directly to Medicare. To submit an online complaint to Medicare go to

20 14 Chapter 2: Important phone numbers and resources How to contact us when you are making an appeal or complaint about your medical care An appeal is a formal way of asking us to review and change a coverage decision we have made. For more information on making an appeal about your medical care, see Chapter 7 (What to do if you have a problem or complaint (coverage decisions, appeals, complaints). Grievance and Appeals About Medical Care CALL Calls to this number are free. Available from 8:00 AM to 7:00 PM, Monday through Friday, Eastern Standard Time. Customer Service also has free language interpreter services available for non-english speakers. TTY 711 This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. Calls to this number are free. WRITE Available from 8:00 AM to 7:00 PM, Monday through Friday, Eastern Standard Time. Blue Cross Blue Shield of Michigan Grievances and Appeals Department PO Box 2627 Detroit, MI Where to send a request asking us to pay for our share of the cost for medical care you have received For more information on situations in which you may need to ask us for reimbursement or to pay a bill you have received from a provider, see Chapter 5 (Asking us to pay our share of a bill you have received for covered medical services). Please note: If you send us a payment request and we deny any part of your request, you can appeal our decision. See Chapter 7 (What to do if you have a problem or complaint (coverage decisions, appeals, complaints)) for more information.

21 Chapter 2: Important phone numbers and resources 15 How to contact us when you are making a complaint about your medical care You can make a complaint about us or one of our network providers, including a complaint about the quality of your care. This type of complaint does not involve coverage or payment disputes. (If your problem is about the plan s coverage or payment, you should look at the section above about making an appeal.) For more information on making a complaint about your medical care, see Chapter 7 (What to do if you have a problem or complaint (coverage decisions, appeals, complaints)). SECTION 2 Medicare (how to get help and information directly from the Federal Medicare program) Medicare is the Federal health insurance program for people 65 years of age or older, some people under age 65 with disabilities, and people with End-Stage Renal Disease (permanent kidney failure requiring dialysis or a kidney transplant). The Federal agency in charge of Medicare is the Centers for Medicare & Medicaid Services (sometimes called CMS ). This agency contracts with Medicare Advantage organizations including us. Medicare CALL MEDICARE, or Calls to this number are free. 24 hours a day, 7 days a week, Eastern Standard Time. TTY WEBSITE This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. Calls to this number are free. This is the official government Website for Medicare. It gives you up-to-date information about Medicare and current Medicare issues. It also has information about hospitals, nursing homes, physicians, home health agencies, and dialysis facilities. It includes booklets you can print directly from your computer. You can also find Medicare contacts in your state. The Medicare Website also has detailed information about your

22 16 Chapter 2: Important phone numbers and resources Medicare eligibility and enrollment options with the following tools: Medicare Eligibility Tool: Provides Medicare eligibility status information. Medicare Plan Finder: Provides personalized information about available Medicare prescription drug plans, Medicare health plans, and Medigap (Medicare Supplement Insurance) policies in your area. These tools provide an estimate of what your out-of-pocket costs might be in different Medicare plans. You can also use the Website to tell Medicare about any complaints you have about Medicare Plus Blue Group PPO. Tell Medicare about your complaint: You can submit a complaint about Medicare Plus Blue Group PPO directly to Medicare. To submit a complaint to Medicare, go to Medicare takes your complaints seriously and will use this information to help improve the quality of the Medicare program. If you don t have a computer, your local library or senior center may be able to help you visit this Website using its computer. Or, you can call Medicare and tell them what information you are looking for. They will find the information on the Website, print it out, and send it to you. (You can call Medicare at MEDICARE ( ), 24 hours a day, 7 days a week, Eastern Standard Time. TTY users should call ) SECTION 3 State Health Insurance Assistance Program (free help, information, and answers to your questions about Medicare) The State Health Insurance Assistance Program (SHIP) is a government program with trained counselors in every state. SHIPs are independent (not connected with any insurance company or health plan). They are state programs that receive money from the Federal government to give free local health insurance counseling to people with Medicare. SHIP counselors can help you with your Medicare questions or problems. They can help you understand your Medicare rights, help you make complaints about your medical care or treatment, and help you straighten out problems with your Medicare bills. SHIP counselors can also help you understand your Medicare plan choices and answer questions about switching plans.

23 Chapter 2: Important phone numbers and resources 17 Alabama Members: Alabama Department of Senior Services CALL WRITE WEBSITE , or toll-free , Monday through Friday 8 AM to 5 PM CST Alabama Department of Senior Services 201 Monroe Street, RSA Tower Suite 350 P.O. Box Montgomery, AL California Members: California Department of Aging CALL , or toll-free , Monday through Friday 9 AM to 4 PM, PST TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE California Department of Aging 1300 National Drive - Ste 200 Sacramento, CA WEBSITE Florida Members: Department of Elder Affairs - SHINE CALL , or toll-free TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE Department of Elder Affairs SHINE 4040 Esplanade Way Ste 270 Tallahassee, FL WEBSITE

24 18 Chapter 2: Important phone numbers and resources Indiana Members: Indiana Department of Insurance CALL , or toll-free , 8 AM to 4:30 PM, Monday through Friday. TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE Indiana Department of Insurance 714 W. 53rd Street Anderson, IN WEBSITE Kentucky Members: Kentucky Department of Aging and Disability Services CALL Toll-free , Monday through Friday, 8 AM to 4:30 PM, EST TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE Cabinet for Health and Family Services 275 E. Main St Frankfort, KY WEBSITE Massachusetts Members: SHINE Health Insurance Counseling CALL Toll-free , Monday Friday 9 AM to 5 PM TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE SHINE Health Insurance Counseling 1 Ashburton St - 5th Floor Boston, MA WEBSITE shinecounselor.800ageinfo.com

25 Chapter 2: Important phone numbers and resources 19 Michigan Members: Michigan Medicare/Medicaid Assistance Program CALL Toll-free WRITE WEBSITE MMAP, Inc W. St Joseph, Suite 204 Lansing, MI Minnesota Members: Minnesota Board on Aging CALL Toll-free , 8 AM to 4:30 PM Monday Friday TTY 711 This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE Minnesota Board on Aging P.O. Box St. Paul, MN WEBSITE New Jersey Members: State of New Jersey Department of Human Services Division of Aging Services CALL , Monday through Friday 8:30 AM to 5 PM EST WRITE WEBSITE State of New Jersey Department of Human Services Division of Aging Services 12B Quakerbridge Plaza P.O. Box 715 Mercerville, NJ

26 20 Chapter 2: Important phone numbers and resources North Carolina Members: Seniors Health Insurance Information Program (SHIIP) CALL , or toll-free , Monday through Friday 8 AM to 5 PM EST TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE NC Department of Insurance Seniors Health Insurance Information Program (SHIIP) 1201 Mail Service Center Raleigh, NC WEBSITE South Carolina Members: The Lieutenant Governor s Office on Aging CALL WRITE WEBSITE , or toll-free , Monday through Friday 8:30 AM to 5 PM The Lieutenant Governor s Office on Aging 1301 Gervais St, Ste 710 Columbia, SC Tennessee Members: Tennessee Commission on Aging and Disability CALL , or toll-free , Monday through Friday 8:30 AM to 5 PM TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE Tennessee Commission on Aging and Disability 502 Deaderick St, 9 th Floor Nashville, TN WEBSITE

27 Chapter 2: Important phone numbers and resources 21 Virginia Members: Virginia Division for the Aging (Virginia Department for Aging and Rehabilitative Services) CALL , or toll-free , Monday through Friday 8:30 AM to 5 PM TTY 711 This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE Virginia Division for the Aging Virginia Department for Aging and Rehabilitative Services 1610 Forest Ave. - Ste 100 Henrico, VA WEBSITE West Virginia Members: West Virginia SHIP CALL , or toll-free WRITE WEBSITE West Virginia SHIP 1900 Kanawha Blvd E Charleston, WV SECTION 4 Quality Improvement Organization (paid by Medicare to check on the quality of care for people with Medicare) There is a Quality Improvement Organization for each state. QIOs include a group of doctors and other health care professionals who are paid by the federal government. These organizations are paid by Medicare to check on and help improve the quality of care for people with Medicare. QIOs are independent organizations. They are not connected with our plan.

28 22 Chapter 2: Important phone numbers and resources You should contact the appropriate QIO below in any of these situations: You have a complaint about the quality of care you have received. You think coverage for your hospital stay is ending too soon. You think coverage for your home health care, skilled nursing facility care, or Comprehensive Outpatient Rehabilitation Facility (CORF) services are ending too soon. Alabama Members: KEPRO CALL Toll free WRITE KEPRO 5201 W. Kennedy Blvd Ste 900 Tampa, FL California Members: Livanta CALL Toll free TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE Livanta BFCC-QIO Program 9090 Junction Drive Ste 10 Annapolis Junction, MD Florida Members: KEPRO CALL Toll free WRITE KEPRO 5201 W. Kennedy Blvd Ste 900 Tampa, FL 33609

29 Chapter 2: Important phone numbers and resources 23 Indiana Members: KEPRO CALL Toll free WRITE KEPRO 5201 W. Kennedy Blvd Ste 900 Tampa, FL Kentucky Members: KEPRO CALL Toll free WRITE KEPRO 5700 Lombardo Center Dr Ste 100 Seven Lands, OH Massachusetts Members: Livanta CALL Toll free TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE Livanta BFCC-QIO Program 9090 Junction Dr Ste 10 Annapolis Junction, MD 20701

30 24 Chapter 2: Important phone numbers and resources Michigan Members: KEPRO CALL Toll free WRITE KEPRO 5201 W. Kennedy Blvd Ste 900 Tampa, FL Minnesota Members: KEPRO CALL Toll free WRITE KEPRO 5201 W. Kennedy Blvd Ste 900 Tampa, FL New Jersey Members: Livanta CALL Toll-free TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE Livanta BFCC-QIO Program 9090 Junction Dr Ste 10 Annapolis Junction, MD 20701

31 Chapter 2: Important phone numbers and resources 25 North Carolina Members: KEPRO CALL Toll free WRITE KEPRO 5201 W. Kennedy Blvd Ste 900 Tampa, FL South Carolina Members: KEPRO CALL Toll free WRITE KEPRO 5201 W. Kennedy Blvd Ste 900 Tampa, FL Tennessee Members: KEPRO CALL Toll free WRITE KEPRO 5700 Lombardo Center Dr Ste 100 Seven Hills, OH 44131

32 26 Chapter 2: Important phone numbers and resources Virginia Members: KEPRO CALL WRITE KEPRO 5201 W. Kennedy Blvd Ste 900 Tampa, FL West Virginia Members: KEPRO CALL WRITE KEPRO 5201 W. Kennedy Blvd Ste 900 Tampa, FL SECTION 5. Social Security Social Security is responsible for determining eligibility and handling enrollment for Medicare. U.S. citizens who are 65 or older, or who have a disability or End-Stage Renal Disease and meet certain conditions, are eligible for Medicare. If you are already getting Social Security checks, enrollment into Medicare is automatic. If you are not getting Social Security checks, you have to enroll in Medicare. Social Security handles the enrollment process for Medicare. To apply for Medicare, you can call Social Security or visit your local Social Security office. If you move or change your mailing address, it is important that you contact Social Security to let them know.

33 Chapter 2: Important phone numbers and resources 27 Social Security CALL Calls to this number are free. Available 7:00 AM to 7:00 PM, Monday through Friday, Eastern Standard Time. You can use Social Security s automated telephone services to get recorded information and conduct some business 24 hours a day. TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. Calls to this number are free. WEBSITE Available 7:00 AM to 7:00 PM, Monday through Friday, Eastern Standard Time. SECTION 6 Medicaid (a joint Federal and state program that helps with medical costs for some people with limited income and resources) Medicaid is a joint Federal and state government program that helps with medical costs for certain people with limited incomes and resources. Some people with Medicare are also eligible for Medicaid. In addition, there are programs offered through Medicaid that help people with Medicare pay their Medicare costs, such as their Medicare premiums. These Medicare Savings Programs help people with limited income and resources save money each year: Qualified Medicare Beneficiary (QMB): Helps pay Medicare Part A and Part B premiums, and other cost sharing (like deductibles, coinsurance, and copayments). (Some people with QMB are also eligible for full Medicaid benefits (QMB+).) Specified Low-Income Medicare Beneficiary (SLMB): Helps pay Part B premiums. (Some people with SLMB are also eligible for full Medicaid benefits (SLMB+).)

34 28 Chapter 2: Important phone numbers and resources Qualified Individual (QI): Helps pay Part B premiums. Qualified Disabled & Working Individuals (QDWI): Helps pay Part A premiums. To find out more about Medicaid and its programs, contact The Michigan Department of Community Health Medical Services Administration. Alabama Members: Alabama Medicaid Agency CALL WRITE WEBSITE Alabama Medicaid Agency P.O. Box 5624 Montgomery, AL California Members: Medi-Cal Managed Care Division CALL WRITE WEBSITE Medi-Cal Managed Care Division P.O. Box , MS 4400 Sacramento, CA Florida Members: Florida Medicaid Program CALL WRITE WEBSITE Agency for Health Care Administration 2727 Mahan Dr Tallahassee, FL

35 Chapter 2: Important phone numbers and resources 29 Indiana Members: Indiana Medicaid Program CALL WRITE WEBSITE Division of Family Resources 402 W. Washington St., Room W-392 P.O. Box 7083 Indianapolis, IN Kentucky Members: Kentucky Medicaid Program CALL TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking WRITE Cabinet for Health and Family Services Office of the Secretary 275 E. Main St Frankfort, KY WEBSITE Massachusetts Members: MassHealth CALL TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking WRITE Health and Human Services Office of Medicaid One Ashburton Place, 11 th Floor Boston, MA WEBSITE

36 30 Chapter 2: Important phone numbers and resources Michigan Members: Michigan Medicaid Program CALL WRITE WEBSITE Michigan Department of Community Health Capitol View Building 201 Townsend St Lansing, MI Minnesota Members: Minnesota Medicaid Program CALL , or toll-free at TTY , or 711 This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE Minnesota Department of Human Services Member and Provider Services P.O. Box St Paul, MN WEBSITE New Jersey Members: New Jersey Medicaid Program CALL WRITE WEBSITE NJ Division of Human Services Division of Medical Assistance & Health Services P.O. BOX 712 Trenton, NJ

37 Chapter 2: Important phone numbers and resources 31 North Carolina Members: North Carolina Medicaid Program CALL WRITE WEBSITE NC Division of Medical Assistance 2501 Mail Service Center Raleigh, NC South Carolina Members: South Carolina Medicaid Program CALL WRITE WEBSITE Health and Human Services P.O. Box 8206 Columbia, SC Tennessee Members: TennCare CALL WRITE WEBSITE TennCare 310 Great Circle Road Nashville, TN

38 32 Chapter 2: Important phone numbers and resources Virginia Members: Virginia Medicaid Program CALL Help Line: , Managed Care: , Voice: TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. WRITE Department of Medical Assistance Services 600 East Broad Street Richmond, VA WEBSITE West Virginia Members: West Virginia Medicaid Program CALL WRITE WEBSITE West Virginia Department of Health and Human Resources Bureau for Children and Families Division of Family Assistance 350 Capitol St, Room B-18 Charleston, WV SECTION 7 How to contact the Railroad Retirement Board The Railroad Retirement Board is an independent Federal agency that administers comprehensive benefit programs for the nation s railroad workers and their families. If you have questions regarding your benefits from the Railroad Retirement Board, contact the agency. If you receive your Medicare through the Railroad Retirement Board, it is important that you let them know if you move or change your mailing address.