Solutions. STAR+PLUS Member Handbook. Amerigroup Texas, Inc.

Transcription

1 Real Solutions STAR+PLUS Member Handbook Amerigroup Texas, Inc. Bexar, El Paso, Harris, Jefferson, Lubbock, Tarrant, and Travis Service Areas Members with Medicare and Medicaid Coverage TX-MHB n

2 Thank you for being an Amerigroup member! We want to tell you about an update to your member information. The following sections have been revised dental benefit changes are effective September 1, 2013: What Extra Benefits Do I Get as a Member of Amerigroup? Amerigroup covers extra health-care benefits for our STAR+PLUS members. These extra benefits are also called Value-Added Benefits (VABs). We give you these benefits to help keep you healthy and to thank you for choosing Amerigroup as your health-care plan. Call Member Services for more information on the extra benefits you can get or visit our website at Value-Added Benefit Our 24-hour Nurse HelpLine nurses are available 24 hours a day, 7 days a week for your health-care questions How to Get It Call Amerigroup On Call nurses and/or doctors are available 24 hours a day, 7 days a week for help with an urgent medical issue or setting up an urgent doctor appointment Call Transportation assistance to get to your medical appointments when medical transportation services are not available (members who have Medicare will get transportation to services for their Medicaidcovered long-term services and supports) Free cell phone and up to 250 minutes of services each month if you qualify, plus: 200 extra one-time bonus minutes when you choose to receive free health text messages from Amerigroup Call Call or go to for more information Unlimited inbound text messages plus free health and wellness and renewal reminder texts from Amerigroup Unlimited minutes when calling our Member Services line Minutes include international calling if available Preprogrammed cell phones for high-risk members who have limited or no access to a reliable telephone for emergency or medical use An extra 8 hours of respite services for families and caregivers of members age 21 and older Call or go to for more information Call or go to for more information TX-MHB

3 Value-Added Benefit Smoking/tobacco cessation help telephone support with your own personal coach and a full range of nicotine replacement therapy as needed (not available in Tarrant) Healthy lifestyle coaching for eligible members ages 18 to 64 diagnosed and taking medication for hypertension or Type 2 diabetes mellitus Gift card rewards for reaching health goals (not available in Tarrant) Pest control services every 3 months Disaster Kits personal disaster plan and free first aid kit after completion of plan online How to Get It Call or go to for more information Call or go to for more information Call or go to for more information Call or go to for more information Other Important Phone Numbers Texas Client Notification Line STAR+PLUS Program Help Line Medicaid Managed Care Helpline Medical Transportation Program Dallas/Fort Worth area Houston/Beaumont area All other areas (TDD ) Dental Care for members age 20 and under DentaQuest MCNA Dental Member Services Regular business hours are 7 a.m. to 6 p.m. Central time, Monday through Friday, excluding state-approved holidays Member Services is available 24 hours a day, 7 days a week Information is available in English and Spanish Interpreter services are also available TDD Line for the deaf or hard of hearing is For information on the availability of service coordination To set up transportation to your medical visits For behavioral health and substance abuse care For information about our disease management programs

4 Your Amerigroup ID Card What Information Is on My Amerigroup ID Card? If you do not have your Amerigroup ID card yet, you will get it soon. Please carry it with you at all times. You may also print your ID card from our website at You will need to register and log in to the website to access your ID card information. If you are enrolled in Amerigroup to get long-term services only, show your ID card to any long-term services provider you receive care from. The card tells providers you are a member of Amerigroup for your long-term services benefits and how we pay for your care. It also tells them they should not ask you to pay for the benefits covered by Amerigroup. No primary care doctor will be listed on the card since this is covered through your Medicare insurer. If you are enrolled in the Amerivantage Plan offered by Amerigroup, you will get an ID card to present to providers. You must use your Amerivantage ID card to get covered services. Your Amerivantage ID card will tell providers that you have Medicare, Medicaid, and Medicare Part D prescription drug coverage through Amerivantage. If your Medicare coverage is with another Medicare insurer, you will have a card from them. Your Amerigroup ID card has the date you became an Amerigroup member on it. Your ID card lists many of the important phone numbers you need to know, like our Member Services department and Nurse HelpLine. If I Do Not Have a Car, How Can I Get a Ride to a Doctor s Office? Who Do I Call? If you need transportation for medical appointments, call the Medical Transportation Program (MTP) at for the Dallas/Fort Worth area, for the Houston/Beaumont area, or for all other areas Monday through Friday from 8 a.m. to 5 p.m. MTP will help you get to your doctor appointments and to the hospital for scheduled tests or surgery. What Are the Hours of Operation and Limits for Transportation Services? You can call MTP toll-free Monday through Friday from 8 a.m. until 5 p.m. at for the Dallas/Fort Worth area, for the Houston/Beaumont area, or for all other areas. If MTP is not available or cannot meet special needs you have, call your service coordinator or member advocate to help arrange transportation for you. If you have questions about any of this information, please call Member Services at (TTY ). Thank you for choosing Amerigroup as your health plan. We are glad to serve you.

5 Thank you for being an Amerigroup member! We want to tell you about an update to your member information. The following information has been revised: IMPORTANT PHONE NUMBERS Amerigroup Toll-free Member Services Line If you have any questions about your Amerigroup health plan, you can call our Member Services department toll-free at You can call us Monday through Friday from 7 a.m. to 6 p.m. Central time, except for state-approved holidays. If you call after 6 p.m. or on a weekend or holiday, you can leave a voice mail message. A Member Services representative will call you back the next business day. These are some of the things Member Services can help you with: This member handbook Member ID cards What to do if you think you need long-term services and supports Service coordination and accessing services What to do in an emergency and/or crisis Special kinds of health care Healthy living Complaints and medical appeals Rights and responsibilities For members who do not speak English, we are able to help in many different languages and dialects, including Spanish. This service is also available for visits with your doctor at no cost to you. Please let us know if you need an interpreter at least 24 hours before your appointment. Call Member Services for more information. For members who are deaf or hard of hearing, call the AT&T Relay Service toll-free at Amerigroup will set up and pay for you to have a person who knows sign language help you during your doctor visits. Please let us know if you need an interpreter at least 24 hours before your appointment. TX-MHB

6 Thank you for being an Amerigroup member! We want to tell you about an update to your member handbook. The following section has been revised: STATE FAIR HEARING Can I Ask for a State Fair Hearing? If you, as a member of the health plan, disagree with the health plan s decision, you have the right to ask for a fair hearing. You may name someone to represent you by writing a letter to the health plan telling them the name of the person you want to represent you. A doctor or other medical provider may be your representative. If you want to challenge a decision made by your health plan, you or your representative must ask for the fair hearing within 90 days of the date on the health plan s letter with the decision. If you do not ask for the fair hearing within 90 days, you may lose your right to a fair hearing. To ask for a fair hearing, you or your representative should either send a letter to the health plan at: Fair Hearing Coordinator Amerigroup 3800 Buffalo Speedway, Suite 400 Houston, TX Or you can call Member Services at We can help you with this request. You have the right to keep getting any service the health plan denied or reduced, at least until the final hearing decision is made, if you ask for a fair hearing by the later of: 10 calendar days following the Amerigroup mailing of the notice of the action or The day the health plan s letter says your service will be reduced or end. If you do not request a fair hearing by this date, the service the health plan denied will be stopped. If you ask for a fair hearing, you will get a packet of information letting you know the date, time, and location of the hearing. Most fair hearings are held by telephone. At that time, you or your representative can tell why you need the service the health plan denied. HHSC will give you a final decision within 90 days from the date you asked for the hearing. Can I Ask for a Fair Hearing for Long-term Services and Supports? Yes, you can ask for a fair hearing from the state for long-term services and supports. To request one, see the instructions in the Can I Ask for a State Fair Hearing? section above. TX-MHB

7 Dear Member: Welcome to Amerigroup. We are pleased that you chose us to arrange for your Amerigroup benefits. The member handbook tells you how Amerigroup works and how to help you take good care of your health. It also tells you how to get health care when you need it. You will get your Amerigroup ID card and more information from us in a few days. Your ID card will tell you when your Amerigroup membership starts. We want to hear from you. Call You can talk to a Member Services representative about your benefits. You can also talk to a nurse on our Nurse HelpLine. Thank you for picking us as your health plan. Sincerely, LeAnn Behrens Chief Executive Officer Amerigroup Texas Health Plans Amerigroup is a diverse company and welcomes all eligible people. We do not base membership on health status. If you have questions or concerns, please call and ask for extension Or visit

8 AMERIGROUP STAR+PLUS PROGRAM MEMBER HANDBOOK FOR MEMBERS WITH BOTH MEDICARE AND MEDICAID COVERAGE Bexar Service Area El Paso Service Area Harris and Jefferson Service Areas San Pedro Avenue 7430 Remcon Circle 3800 Buffalo Speedway Suite 400 Building C, Suite 120 Suite 400 San Antonio, TX El Paso, TX Houston, TX Lubbock Service Area Tarrant Service Area Travis Service Area 3223 S. Loop N. Highway Congress Ave. Suite 110 Suite 300 Suite 400 Lubbock, TX Grand Prairie, TX Austin, TX Welcome to Amerigroup! This member handbook will tell you how to use Amerigroup to get the long-term care you need. Table of Contents WELCOME TO AMERIGROUP!... 1 INFORMATION ABOUT YOUR NEW HEALTH PLAN...1 YOUR AMERIGROUP MEMBER HANDBOOK...1 IMPORTANT PHONE NUMBERS... 1 AMERIGROUP MEMBER SERVICES DEPARTMENT...1 AMERIGROUP 24-HOUR NURSE HELPLINE...2 OTHER IMPORTANT PHONE NUMBERS...2 YOUR AMERIGROUP ID CARD... 3 WHAT INFORMATION IS ON MY AMERIGROUP ID CARD?...3 How Do I Read My Amerigroup ID Card?... 3 How Do I Replace My Amerigroup ID Card If It Is Lost or Stolen?... 3 YOUR TEXAS BENEFITS MEDICAID CARD...3 WHAT IF I NEED A TEMPORARY ID MEDICAID CARD?...4 PRIMARY CARE PROVIDERS... 5 WHAT IS A PRIMARY CARE PROVIDER?...5 WHAT DO I NEED TO BRING WITH ME TO MY DOCTOR S APPOINTMENT?...5 PHYSICIAN INCENTIVE PLANS... 5

9 CHANGING HEALTH PLANS... 5 WHAT IF I WANT TO CHANGE HEALTH PLANS?...5 WHO DO I CALL?...5 HOW MANY TIMES CAN I CHANGE HEALTH PLANS?...6 WHEN WILL MY HEALTH PLAN CHANGE BECOME EFFECTIVE?...6 CAN AMERIGROUP ASK THAT I BE DROPPED FROM THEIR HEALTH PLAN (FOR NONCOMPLIANCE, ETC.)?...6 MY BENEFITS... 6 WHAT ARE MY HEALTH-CARE BENEFITS?...6 How Do I Get These Services?... 6 What If Amerigroup Doesn t Have a Provider For One of My Covered Benefits?... 6 Are There Any Limits to Any Covered Services?... 7 WHAT ARE MY ACUTE CARE BENEFITS?...7 WHAT SERVICES ARE COVERED BY MEDICAID?...7 How Do I Get These Services?... 7 What Number Do I Call to Find Out about These Services?... 7 WHAT ARE MY LONG-TERM SERVICES AND SUPPORTS BENEFITS?...7 How Do I Get These Services?... 7 What Number Do I Call to Find Out about These Services?... 8 WHAT IS SERVICE COORDINATION?...8 YOUR AMERIGROUP SERVICE PLAN...8 WHAT IS A SERVICE PLAN?...9 HOW DO I CHANGE MY AMERIGROUP SERVICE PLAN?...9 What Will a Service Coordinator Do for Me?... 9 How Can I Talk with a Service Coordinator?... 9 HOW CAN I MAKE SURE I KEEP GETTING THE COMMUNITY CARE FOR THE AGED AND DISABLED, COMMUNITY BASED ALTERNATIVE WAIVER, OR NURSING HOME SERVICES I AM GETTING NOW?...9 WHAT SERVICES ARE NOT COVERED? WHAT ARE MY PRESCRIPTION DRUG BENEFITS? What if I Also Have Medicare? How Do I Find a Network Drugstore? What If I Go to a Drugstore Not in the Network? What Do I Bring With Me to the Drugstore? What if I Need My Medications Delivered to Me? Who Do I Call If I Have Problems Getting My Medications? What If I Can t Get the Medication My Doctor Ordered Approved? What If I Lose My Medication(s)? What If I Need Durable Medical Equipment or Other Products Normally Found In a Pharmacy? CALL FOR MORE INFORMATION ABOUT THESE BENEFITS WHAT EXTRA BENEFITS DO I GET AS A MEMBER OF AMERIGROUP? How Can I Get These Extra Benefits? WHAT HEALTH EDUCATION CLASSES DOES AMERIGROUP OFFER? WHAT OTHER SERVICES CAN AMERIGROUP HELP ME GET? Community Events Domestic Violence Minors HEALTH-CARE AND OTHER SERVICES WHAT DOES MEDICALLY NECESSARY MEAN? HOW IS NEW TECHNOLOGY EVALUATED? WHAT IS ROUTINE MEDICAL CARE? How Soon Can I Expect to Be Seen?... 14

10 WHAT IS URGENT MEDICAL CARE? How Soon Can I Expect to Be Seen? WHAT IS EMERGENCY MEDICAL CARE? When Can I Expect to Be Seen? HOW SOON CAN I SEE MY DOCTOR? WHAT IS POSTSTABILIZATION? What If I Am out of the Country? HOW CAN I ASK FOR A SECOND OPINION? CAN SOMEONE INTERPRET FOR ME WHEN I TALK WITH MY LONG-TERM SERVICES AND SUPPORTS? Who Do I Call for an Interpreter? How Far in Advance Do I Need to Call? How Can I Get a Face-to-Face Interpreter in the Provider s Office? IF I DO NOT HAVE A CAR, HOW CAN I GET A RIDE TO A DOCTOR S OFFICE? WHO DO I CALL? How Far in Advance Do I Need to Call? How Can Someone I Know Give Me a Ride to My Appointment and Get Money for Mileage? What Are the Hours of Operation and Limits for Transportation Services? Who Do I Call if I Have a Complaint about the Service or Staff? WHAT IF I AM PREGNANT? How Do I Sign Up My Newborn Baby? HOW AND WHEN DO I TELL AMERIGROUP? HOW AND WHEN DO I TELL MY CASEWORKER? WHO DO I CALL IF I HAVE SPECIAL HEALTH-CARE NEEDS AND NEED SOMEONE TO HELP ME? WHAT IF I AM TOO SICK TO MAKE A DECISION ABOUT MY MEDICAL CARE? What Are Advance Directives? How Do I Get an Advance Directive? WHAT HAPPENS IF I LOSE MY MEDICAID COVERAGE? WHAT IF I GET A BILL FROM MY DOCTOR? WHO DO I CALL? CAN MY MEDICARE PROVIDER BILL ME FOR SERVICES OR SUPPLIES IF I AM IN BOTH MEDICARE AND MEDICAID? WHAT INFORMATION WILL THEY NEED? WHAT DO I HAVE TO DO IF I MOVE? WHAT IF I HAVE OTHER HEALTH INSURANCE IN ADDITION TO MEDICAID? Medicaid and Private Insurance WHAT ARE MY RIGHTS AND RESPONSIBILITIES AS AN AMERIGROUP MEMBER? QUALITY MANAGEMENT WHAT IS THE AMERIGROUP QUALITY MANAGEMENT PROGRAM? WHAT ARE CLINICAL PRACTICE GUIDELINES? COMPLAINTS PROCESS WHAT SHOULD I DO IF I HAVE A COMPLAINT? WHO DO I CALL? Can Someone from Amerigroup Help Me File a Complaint? How Long Will It Take to Process My Complaint? What Are the Requirements and Time Frames for Filing a Complaint? How Do I File a Complaint with the Health and Human Services Commission Once I Have Gone through the Amerigroup Complaint Process? APPEALS PROCESS WHAT CAN I DO IF MY DOCTOR ASKS FOR A SERVICE FOR ME THAT S COVERED BUT AMERIGROUP DENIES IT OR LIMITS IT? HOW WILL I FIND OUT IF SERVICES ARE DENIED? What Are the Time Frames for the Appeals Process? How Can I Continue Receiving My Services That Were Already Approved?... 24

11 Can Someone from Amerigroup Help Me File an Appeal? Can Members Request a State Fair Hearing? EXPEDITED APPEALS WHAT IS AN EXPEDITED APPEAL? HOW DO I ASK FOR AN EXPEDITED APPEAL? DOES MY REQUEST HAVE TO BE IN WRITING? WHAT ARE THE TIME FRAMES FOR AN EXPEDITED APPEAL? WHAT HAPPENS IF THE HEALTH PLAN DENIES THE REQUEST FOR AN EXPEDITED APPEAL? WHO CAN HELP ME FILE AN EXPEDITED APPEAL? STATE FAIR HEARING CAN I ASK FOR A STATE FAIR HEARING? CAN I ASK FOR AN APPEAL FOR LONG-TERM SERVICES AND SUPPORTS? FRAUD AND ABUSE DO YOU WANT TO REPORT WASTE, ABUSE, OR FRAUD? INFORMATION THAT MUST BE AVAILABLE ON AN ANNUAL BASIS NOTICE OF PRIVACY PRACTICES... 28

12 WELCOME TO AMERIGROUP! Information about Your New Health Plan Welcome to Amerigroup. Amerigroup is a managed care organization committed to helping you get the right care close to home. You have enrolled in Amerigroup to get STAR+PLUS long-term services and supports through the Texas Medicaid program. To find out about providers in your area, visit or contact Member Services at Our records show you get your acute health care from your primary care provider through original Medicare and a Prescription Drug Plan or a Medicare Advantage Plan that includes Part D coverage. If you live in Bexar, Brazoria, Denton, Fort Bend, Harris, Montgomery, or Tarrant counties, you may have picked the Amerigroup Amerivantage Plan, a Medicare Advantage Plan, for your Medicare benefits. If you are enrolled in the Amerivantage Plan, please also refer to the Amerivantage evidence of coverage and member handbook for complete details on your Medicare and prescription drug benefits and how they work together with the benefits you receive through Medicaid. If you are enrolled with another Medicare insurer, refer to the handbook and information they send you. Your Amerigroup Member Handbook This handbook will help you understand your Amerigroup health plan. If you have questions, call our Member Services department. Amerigroup also has the member handbook in a large print version, an audio-taped version, and a Braille version. The other side of this handbook is in Spanish. IMPORTANT PHONE NUMBERS Amerigroup Member Services Department If you have any questions about your Amerigroup health plan benefits, you can call our Member Services department at You can call us Monday through Friday from 8 a.m. to 5 p.m. local time, except for holidays. If you call after 5 p.m. or on a holiday, you can leave a voice mail message. A Member Services representative will call you back the next business day. Member Services can help you with: This member handbook Member ID cards Your Amerigroup Service Coordination team What to do if you think you need long-term services and supports Special kinds of health care Healthy living Complaints and appeals Rights and responsibilities For members who do not speak English, we are able to help in many different languages and dialects, including Spanish. This service is also available for visits with your doctor at no cost to you. Please let us know if you need an interpreter at least 24 hours before your appointment. Call Member Services for more information. 1

13 For members who are deaf or hard of hearing, call the toll-free AT&T Relay Service at Amerigroup will set up and pay for you to have a person who knows sign language help you during your doctor visits. Please let us know if you need an interpreter at least 24 hours before your appointment. Amerigroup 24-hour Nurse HelpLine The Nurse HelpLine is available to all members 24 hours a day, 7 days a week. You can call the Nurse HelpLine at if you need advice on: How soon you need care for an illness What kind of health care is needed How you can get the care that is needed We want you to be happy with all the services you get through Amerigroup. Please call Member Services if you have any problems. We want to help you correct any problems you may have with your care. If you have an emergency, you should call 911 or go to the nearest hospital emergency room right away. Other Important Phone Numbers Texas Client Notification Line STAR+PLUS Program Help Line Medicaid Managed Care Helpline (TDD ) Medical Transportation Program Monday through Friday 8 a.m. to 5 p.m. Dental Care for members age 20 and under DentaQuest MCNA Dental Dental Care for members age 21 and older (not for members in Tarrant) Member Services Regular business hours are 8 a.m. to 5 p.m. local time for your service area, Monday through Friday, excluding state-approved holidays Member Services is available 24 hours a day, 7 days a week Information is available in English and Spanish Interpreter services are also available TDD Line for hearing impaired is For information on the availability of Service Coordination To set up transportation to your medical visits For behavioral health and substance abuse care For information about our disease management programs

14 YOUR AMERIGROUP ID CARD What Information Is on My Amerigroup ID Card? If you do not have your Amerigroup ID card yet, you will get it soon. Please carry it with you at all times. If you are enrolled in Amerigroup to get long-term care services only, show your ID card to any long-term care provider you receive services from. The card tells providers you are a member of Amerigroup for your long-term care benefits and how we pay for your care. It also tells them they should not ask you to pay for the benefits covered by Amerigroup. No primary care doctor will be listed on the card since this is covered through your Medicare insurer. If you are enrolled in the Amerivantage Plan offered by Amerigroup, you will have 1 ID card to present to providers. You must use your Amerivantage ID card to get covered services. Your Amerivantage ID card will tell providers that you have Medicare, Medicaid, and Medicare Part D prescription drug coverage through Amerivantage. If your Medicare coverage is with another Medicare insurer, you will have a card from them. Your Amerigroup ID card has the date you became an Amerigroup member on it. Your ID card lists many of the important phone numbers you need to know, like our Member Services department and Nurse HelpLine. How Do I Read My Amerigroup ID Card? The card tells providers and hospitals you are a member of Amerigroup. It also says that Amerigroup will pay for the benefits listed in the My Benefits section. Your Amerigroup ID card shows the date you became an Amerigroup member. It also lists many of the important phone numbers you need to know, like our Member Services department and Nurse HelpLine. How Do I Replace My Amerigroup ID Card If It Is Lost or Stolen? If your ID card is lost or stolen, call us right away. We will send you a new one. Your Texas Benefits Medicaid Card When you are approved for Medicaid, you will get a Your Texas Benefits Medicaid card. This plastic card will be your everyday Medicaid ID card. You should carry and protect it just like your driver s license or a credit card. The card has a magnetic stripe that holds your Medicaid ID number. Your doctor can use the card to find out if you have Medicaid benefits when you go for a visit. 3

15 You will get a new Your Texas Benefits Medicaid card every time you change your health plan. If you are not sure if you are covered by Medicaid, you can find out by calling toll-free at You can also call First pick a language and then pick option 2. Your health history is a list of medical services and drugs that you have gotten through Medicaid. We share it with Medicaid doctors to help them decide what health care you need. If you don t want your doctors to see your health history through the secure online network, call toll-free at The Your Texas Benefits Medicaid card has these facts printed on the front: Your name and Medicaid ID number The name of the Medicaid program you re in if you get your Medicaid services through a health plan; this would be STAR, STAR Health, or STAR+PLUS The date HHSC made the card for you Facts your drugstore will need to bill Medicaid The name of the health plan you re in and the plan s phone number The name of your doctor and drugstore if you re in the Medicaid Limited program The back of the Your Texas Benefits Medicaid card has a website you can visit ( and a phone number you can call ( ) if you have questions about the new card. If you forget your card, your doctor, dentist, or drugstore can use the phone or the Internet to make sure you get Medicaid benefits. If you lose the Your Texas Benefits Medicaid card, you can get a new one by calling toll-free at What If I Need a Temporary ID Medicaid Card? If you have lost or do not have access to Your Texas Benefits Medicaid card and need a temporary ID Medicaid card, you can get the Temporary ID Card (Form 1027-A) at your local HHSC benefits office. Present this form as proof of your eligibility for Medicaid in the same way you would present your Texas Benefits Medicaid card as described above. Your provider will accept this form as proof of Medicaid eligibility. 4

16 PRIMARY CARE PROVIDERS What Is a Primary Care Provider? A primary care provider is a family doctor who will provide you with most of your routine care. Your doctor will give you a medical home. That means that he or she will get to know you and your health history and be able to help you get the best possible care. He or she will also send you to other doctors or hospitals when you need special care. Because you have Medicare coverage, your acute care coverage is through your Medicare plan. You pick a primary care provider through your Medicare coverage. Please look at the Evidence of Coverage for your Medicare plan to understand the role of a primary care provider, who can be a primary care provider, how to change your primary care provider, and how to get care. What Do I Need to Bring with Me to My Doctor s Appointment? When you go to the doctor's office for your appointment, bring your Medicare or Medicare plan card, your Amerigroup ID card, and Texas Benefits Medicaid card along with any medicines you are taking and shot records. PHYSICIAN INCENTIVE PLANS Amerigroup rewards doctors for treatments that reduce or limit services for people covered by Medicaid. This is called a physician incentive plan. You have the right to know if your primary care provider (main doctor) is part of this physician incentive plan. You also have the right to know how the plan works. You can call Member Services at to learn more about this. CHANGING HEALTH PLANS What If I Want to Change Health Plans? You can change your health plan by calling the Texas STAR or STAR+PLUS Program Helpline at You can change health plans as often as you want, but not more than once a month. If you are in the hospital, a residential Substance Use Disorder (SUD) treatment facility, or residential detoxification facility for SUD, you will not be able to change health plans until you have been discharged. If you call to change your health plan on or before the 15th of the month, the change will take place on the first day of the next month. If you call after the 15th of the month, the change will take place the first day of the second month after that. For example: If you call on or before April 15, your change will take place on May 1 If you call after April 15, your change will take place on June 1 If you do not like something about Amerigroup, please call Member Services. We will work with you to try to fix the problem. If you are still not happy, you may change to another health plan. Who Do I Call? You can change your health plan by calling the Texas STAR or STAR+PLUS Program Helpline at

17 How Many Times Can I Change Health Plans? You can change plans as many times as you want, but not more than once a month. If you are in the hospital, you cannot change your plan until you are discharged. When Will My Health Plan Change Become Effective? If you call to change your health plan on or before the 15th of the month, the change will take place on the first day of the next month. If you call after the 15th of the month, the change will take place the first day of the second month after that. For example: If you call on or before April 15, your change will take place on May 1 If you call after April 15, your change will take place on June 1 Can Amerigroup Ask That I Be Dropped from Their Health Plan (for Noncompliance, etc.)? There are several reasons you could be disenrolled from Amerigroup without asking to be disenrolled. These are listed below. If you have done something that may lead to disenrollment, we will contact you. We will ask you to tell us what happened. You could be disenrolled from Amerigroup if: You are no longer eligible for Medicaid You let someone else use your Amerigroup ID card You try to hurt a provider, a staff person, or an Amerigroup associate You steal or destroy property of a provider or Amerigroup You go to the emergency room over and over again when you do not have an emergency You try to hurt other patients or make it hard for other patients to get the care they need If you have any questions about your enrollment, call Member Services. MY BENEFITS What Are My Health-care Benefits? Since you have Medicare and Medicaid, you have benefits for acute care and long-term services and supports. Your acute care benefits are covered by Medicare or the Medicare plan you have picked. Your long-term services and supports benefit is covered by Amerigroup. You get long-term services and supports from Amerigroup. How Do I Get These Services? Your primary care provider and your Medicare insurer will help you get the acute care you need. To get longterm services and supports or to learn about benefit limits, call your service coordinator or Member Services at What If Amerigroup Doesn t Have a Provider For One of My Covered Benefits? If a covered benefit is not available to you through a network provider, Amerigroup will arrange services with an out-of-network provider and will reimburse the out-of-network provider according to state rules. You must contact Member Services at to arrange out-of-network services except in case of emergency. 6

18 Are There Any Limits to Any Covered Services? Your Medicare insurer can tell you about the limits to your acute care services. What Are My Acute Care Benefits? Your acute care benefits are covered through your Medicare insurer and are listed in the Evidence of Coverage you received. Some of your Medicare benefits are listed below: Primary care provider office services, when medically necessary Specialist services when referred by your primary care provider and medically necessary Medically necessary inpatient and outpatient medical hospital services Family planning service done by any qualified health-care provider Coverage for pregnancy and newborn baby services Ambulance services in an emergency Chiropractic services treatment period Emergency room and urgent care services Outpatient behavioral health services (mental health) Outpatient behavioral health services (chemical dependency) Inpatient behavioral health services (mental health and chemical dependency) Routine medical care You may also get acute care services from Medicaid, including services, supplies, and outpatient drugs and biologicals that are available under the Texas Medicaid program when: Medicaid covers a service that Medicare does not cover Medicare services become a Medicaid expense due to a benefit limitation on the Medicare side being met What Services Are Covered by Medicaid? Medicaid covers some services, supplies, and medications that are not covered by your Medicare insurer. These are called wrap-around services. These services (like drugs) will be covered by fee-for-service Medicaid. How Do I Get These Services? Call your primary care doctor or your Medicare insurer for help with getting acute care services. What Number Do I Call to Find Out about These Services? Call your Medicare insurer for questions about your acute care benefits. What Are My Long-term Services and Supports Benefits? Some medically necessary long-term care services are for members who need help and have no one to help them. Other long-term services and supports are for members whose care needs would qualify them to be in a facility but who want to stay home. How Do I Get These Services? Some people need help with everyday tasks, like eating or light housekeeping duties, fixing meals, or personal care. If you have no one to help you at home, Amerigroup can help. Call Amerigroup to ask for help. We will send a service coordinator to your home to see what help you need. With your agreement, the service coordinator will talk to your doctors. Then, the service coordinator will tell you about the help Amerigroup can help get for you. If you agree, the service coordinator will help get the services started. And our service 7

19 coordinator will call you to see how well you are doing with the services. To get any long-term services, you must talk to your service coordinator first. Long-term services and supports may include: Day activity and health service Personal attendant services In-home or out-of-home respite services Adaptive aids and medical equipment Adult foster care/personal care home Assisted living/residential care Emergency response system Medical supplies Minor home modifications Transition assistance services Nursing services Dental services Physical therapy Occupational therapy Speech/language therapy Home-delivered meals What Number Do I Call to Find Out about These Services? Call your service coordinator or Member Services at We will find out about your needs and which services you can get. To get any service, you must call your service coordinator first. If we have not talked to you during your first month as a new member, it is very important for you to call Member Services because we need to talk to you. Call sooner if you recently changed your address and/or phone number or think you need long-term services and supports. Your Amerigroup service coordinator will talk with you or visit your home to find out more about your health and need for services. What Is Service Coordination? A service coordinator is assigned to each Amerigroup STAR+PLUS member when requested. The service coordinator will help you get the health care you need. Call Member Services at as soon as you are an Amerigroup member to help you get a service coordinator quickly. Service coordinators work on teams that may consist of: You and a family member or friend An Amerigroup service coordinator Amerigroup telephone/local Member Services representatives Your STAR+PLUS providers Your Amerigroup Service Plan Your service coordinator will work with you to help decide if you need any special services like long-term services or case management. Examples of long-term care services are nursing home or assisted living care and adult day care. We give case management services to members who have conditions such as cancer, HIV, congestive heart failure, end state renal disease, sickle cell, diabetes, and asthma and who need pulmonary and/or wound care. If you need any of these services, your service coordinator will put together a service plan for you. This is a plan for how often and how many services you need. We will develop a plan with you and your caregivers. Once you 8

20 agree on a plan, we will arrange for and approve coverage of the services for you as needed. They may be the same services you have had in the past or they may be a little different. Your service coordinator will tell you about all of the services in your service plan. You will be able to participate in the development of your service plan. Amerigroup wants you to get to know your service coordinator and your service coordinator wants to know about you. Remember, you are the most important part of your Service Coordination team. What Is a Service Plan? Your primary care provider will explain your health-care needs to you and talk to you about the different ways your health-care problems can be treated. Your primary care provider will develop a service plan to meet your specific health-care needs. You will work with your primary care provider in deciding what health care is best for you. Your primary care provider will update your service plan once a year or as your health needs change. How Do I Change My Amerigroup Service Plan? Your service coordinator will call you or visit you periodically to check on you. If something changes in your health or ability to take care of yourself, you should call your service coordinator right away. You do not have to wait for him or her to call or visit you. Your service coordinator wants to know about any changes in your health as soon as possible. The service coordinator also wants to know about any problems you start having with everyday tasks like getting dressed, bathing, or taking your medicines. If you are not doing well, your service coordinator will work with the rest of the team to help you get the care you need. Your service coordinator will also review your service plan yearly or more often if needed. Your service coordinator will change your plan if needed and you agree. Your service coordinator will visit your home if you have a major change in your service plan. If you have a family member or friend who cares for you, the service coordinator will want to talk to him or her also. What Will a Service Coordinator Do for Me? The state sends us information about your health and the services you have been getting from Medicaid. Your service coordinator will read this information to find out more about you. It will tell your service coordinator which providers he or she needs to call to be sure you keep getting the right care. We will ask you how helpful your Medicaid services have been. We will talk to your Medicaid providers about the care you have been getting. And, if you agree, we will talk to your doctors about your health-care needs. How Can I Talk with a Service Coordinator? You can reach your service coordinator by calling When you call, a service coordinator will discuss with you what services you may need. The service coordinator will schedule an appointment to visit you in your home. The service coordinator will plan with you what help you need. If you do not call us or if we cannot reach you by phone, we will come to your home without an appointment. At this home visit, we will ask you about your health and any problems you may have with daily living tasks. You may want a family member or friend to talk with us, too. How Can I Make Sure I Keep Getting the Community Care for the Aged and Disabled, Community Based Alternative Waiver, or Nursing Home Services I Am Getting Now? If you have been getting Medicaid s Community Care for the Aged and Disabled, Community Based Alternative (CBA) HCBS STAR+PLUS Waiver or nursing home services in the past, you will still get the care you need. If you are at home, you may have attendants that come to bathe you, change your bed linens, etc. If your attendant 9

21 does not show up, call our Member Services department right away. Amerigroup will help get the care started again. What Services Are Not Covered? For long-term services and supports, Amerigroup does not offer services that are not covered by fee-for-service Medicaid. Read your Evidence of Coverage from your Medicare insurer or call them to learn what acute care services are not covered. What Are My Prescription Drug Benefits? You should use your Medicare Part D coverage first in getting your medicine. If Medicare does not cover your medicine, Medicaid pays for most medicine your doctor says you need. Your doctor will write a prescription so you can take it to the drugstore or may be able to send the prescription for you. What if I Also Have Medicare? Medicare Part D covers most medicines. Show your Medicare card to the pharmacist so they fill your prescriptions. How Do I Find a Network Drugstore? If you do not know if a drugstore takes Medicare Part D or Amerigroup, ask the pharmacist. You can also call your Medicare Part D insurer or Amerigroup Member Services for help at What If I Go to a Drugstore Not in the Network? The pharmacist will explain that they do not accept Medicare Part D or Amerigroup. You will need to take your prescription to a pharmacy that accepts your coverage. What Do I Bring With Me to the Drugstore? When you go to the drugstore, you should bring: Your prescription(s) or medicine bottles Your Medicare Part D Prescription ID card Your Amerigroup ID card Your Texas Benefits Medicaid card What if I Need My Medications Delivered to Me? Many pharmacies provide delivery services. Ask your pharmacist if they can deliver to your home. Who Do I Call If I Have Problems Getting My Medications? If you have problems getting your medications, please call your Medicare Part D insurer or Amerigroup Member Services at We can work with you and your pharmacy to make sure you get the medicine you need. What If I Can t Get the Medication My Doctor Ordered Approved? Some medicines require prior authorization from Amerigroup. If your doctor cannot be reached to approve a prescription you may be able to get a three-day emergency supply of your medication. Call Amerigroup at for help with your medications and refills. Ask your pharmacist to dispense a 3-day supply. What If I Lose My Medication(s)? If your medicine is lost or stolen, have your pharmacist contact your Medicare Part D insurer or Amerigroup at

22 What If I Need Durable Medical Equipment or Other Products Normally Found In a Pharmacy? Some durable medical equipment and products normally found in a pharmacy are covered by both Medicare and Medicaid. For items both Medicare and Medicaid cover, Medicare will pay first, and your Amerigroup Medicaid plan will pay second. These include items such as nebulizers, ostomy and diabetic supplies, and other covered supplies and equipment if they are medically necessary. Medicaid may also pay for items found in a pharmacy that are not covered by Medicare such as medically necessary prescribed over-the-counter drugs, diapers, and some vitamins and minerals. You should verify your pharmacy is participating with Medicare or is part of your Medicare and/or Medicaid health plan. Call for more information about these benefits. What Extra Benefits Do I Get as a Member of Amerigroup? Amerigroup covers extra health-care benefits for our STAR+PLUS members. These extra benefits are also called value-added services. We give you these benefits to help keep you healthy and to thank you for choosing Amerigroup as your health-care plan. Call Member Services to find out what extra benefits and services are available to you or visit our website at Value-Added Benefit Our 24-hour Nurse HelpLine nurses are available 24 hours a day, 7 days a week for your health-care questions How to Get It Call Amerigroup On Call nurses and/or doctors are available 24 hours a day, 7 days a week for help with an urgent medical issue or setting up an urgent doctor appointment Call Transportation assistance to get to your medical appointments when medical transportation services are not available (members who have Medicare will get transportation to services for their Medicaid-covered longterm services and supports) Call Monday through Friday 8 a.m. to 5 p.m. Enhanced dental benefits for members age 21 and older (not for members in Tarrant) Call Additional 100 one-time Lifeline cell phone minutes and free health-related text messages if you qualify Preprogrammed cell phones for high-risk members who have limited or no access to a reliable telephone for emergency or medical use An extra 8 hours of respite services for families and caregivers of members age 21 and older Smoking/tobacco cessation help (not for members in Tarrant) Call or go to for more information Call or go to for more information Call or go to for more information Call or go to 11

23 Value-Added Benefit How to Get It for more information Healthy lifestyle coaching for eligible members with chronic conditions ages 18 to 64 (not for members in Tarrant) Pest control services every 3 months Call or go to for more information Call or go to for more information How Can I Get These Extra Benefits? To find out more about these benefits, call your service coordinator or Member Services. We will find out about your needs and which services you can get. What Health Education Classes Does Amerigroup Offer? Amerigroup works to help keep you healthy with its health education programs. We can also help you find community health classes near your home. These classes are held at no cost to you. You can call Member Services to find out where and when these classes are held. You can also go to our website at to get information on the classes in your community. Some of the classes include: Childbirth Infant care Parenting Pregnancy Quitting cigarette smoking Protecting yourself from violence Other classes about health topics We will also mail a member newsletter to you once each year. This newsletter gives you health information about well care, taking care of illnesses, how to be a better parent, and many other topics. What Other Services Can Amerigroup Help Me Get? Community Events Amerigroup sponsors and participates in free special community events and family fun days where you can get health information and have a good time. You can learn about topics like healthy eating, asthma, and stress. You and your family can play games, win prizes, or get your face painted. Amerigroup representatives will be there to answer your questions about your benefits, too. Call Member Services or check the member section of our website at to find out when and where these events will be. Domestic Violence Domestic violence is abuse. Abuse is unhealthy. Abuse is unsafe. It is never OK for someone to hit you. It is never OK for someone to make you afraid. Domestic violence causes harm and hurt on purpose. Domestic violence in the home can affect your children, and it can affect you. If you feel you may be a victim of abuse, call or talk to 12

24 your doctor. Your doctor can talk to you about domestic violence. He or she can help you understand you have done nothing wrong and do not deserve abuse. Safety tips for your protection: If you are hurt, call your doctor; call 911 or go to the nearest hospital if you need emergency care; see the section on emergencies for more information Have a plan on how you can get to a safe place (like a women's shelter or a friend or relative's home) Always keep a small bag packed Give your bag to a friend to keep for you until you need it If you have questions, please call the National Domestic Violence hotline number at Minors For most Amerigroup members age 17 and younger, Amerigroup network doctors and hospitals cannot give them care without their parent or legal guardian s consent. This does not apply if emergency care is needed. Parents or legal guardians also have the right to know what is in their child s medical records. Members age 17 and younger can ask their doctor not to tell their parents about their medical records unless the parents ask the doctor to see the medical records. These rules do not apply to emancipated minors. Emancipated minors are members age 17 and younger who: Are married Are pregnant Have a child Emancipated minors can make their own decisions about their medical care and the medical care of their children. Parents no longer have the right to see the medical records of emancipated minors. HEALTH-CARE AND OTHER SERVICES Except in the case of an emergency (see the section on What Is Emergency Care?), you should always call your provider first before you get medical care. If you have a medical concern you need to discuss with the provider after the office is closed, call our Nurse HelpLine 24 hours a day, 7 days a week for help. If you think you need emergency care (see the section What Is Emergency Care?), call 911 or go to the nearest emergency room right away. What Does Medically Necessary Mean? Your primary care provider will help you get the services you need that are medically necessary as defined below. Medically necessary means: 1) For members from birth through age 20, the following Texas Health Steps services: a) Screening, vision, and hearing services b) Other health-care services necessary to correct or ameliorate a defect or physical or mental illness or condition. A determination of whether a service is necessary to correct or ameliorate a defect or physical or mental illness or condition: i) Must comply with the requirements of a final court order that applies to the Texas Medicaid program or the Texas Medicaid managed care program as a whole and 13

25 ii) May include consideration of other relevant factors, such as the criteria described in parts (2)(b-g) and (3)(b g) of this paragraph 2) For members over age 20, nonbehavioral health-related health-care services that are: a) Reasonable and necessary to prevent illnesses or medical conditions or provide early screening, interventions, or treatments for conditions that cause suffering or pain, cause physical deformity or limitations in function, threaten to cause or worsen a disability, cause illness or infirmity of a member or endanger life b) Provided at appropriate facilities and at the appropriate levels of care for the treatment of a member s health conditions c) Consistent with health-care practice guidelines and standards that are endorsed by professionally recognized health-care organizations or governmental agencies d) Consistent with the member s diagnoses e) No more intrusive or restrictive than necessary to provide a proper balance of safety, effectiveness, and efficiency f) Not experimental or investigative and g) Not primarily for the convenience of the member or provider 3) For members over age 20, behavioral health services that: a) Are reasonable and necessary for the diagnosis or treatment of a mental health or chemical dependency disorder, or to improve, maintain, or prevent deterioration of functioning resulting from such a disorder b) Are in accordance with professionally accepted clinical guidelines and standards of practice in behavioral health care c) Are furnished in the most appropriate and least restrictive setting in which services can be safely provided d) Are the most appropriate level or supply of service that can safely be provided e) Could not be omitted without adversely affecting the member s mental and/or physical health or the quality of care rendered f) Are not experimental or investigative and g) Are not primarily for the convenience of the member or provider If you have questions regarding an authorization, a request for services, or a utilization management question, you can call Member Services at (TTY ). How is New Technology Evaluated? The Amerigroup Medical Director and participating providers review and evaluate new medical advances in technology (or the new application of existing technology) in medical procedures, behavioral health procedures, pharmaceuticals, and devices to determine their appropriateness for covered benefits. Scientific literature and government approval are reviewed for determining if the treatment is safe and effective. The new medical advance or treatment (or new application of existing technology) must provide equal or better outcomes than the existing covered benefit treatment or therapy for it to be considered for coverage by Amerigroup. What Is Routine Medical Care? In most cases when you need medical care, you call your doctor to make an appointment. Then you go to see the doctor. This will cover most minor illnesses and injuries, as well as regular checkups. This type of care is known as routine care. Your primary care provider is someone you see when you are not feeling well, but that is only part of your primary care provider's job. Your primary care provider also takes care of you before you get sick. This is called well care. How Soon Can I Expect to Be Seen? You should be able to see your primary care provider within 2 weeks for routine care. 14

26 What Is Urgent Medical Care? The second type of care is urgent care. There are some injuries and illnesses that are not emergencies but can turn into emergencies if they are not treated within 48 hours. Some examples are: Throwing up Minor burns or cuts Earaches Headaches Sore throat Fever over 101 degrees Muscle sprains/strains For urgent care, you should call your primary care provider. Your primary care provider will tell you what to do. Your primary care provider may tell you to go to his or her office right away. You may be told to go to some other office to get immediate care. You should follow your primary care provider's instructions. In some cases, your primary care provider may tell you to go to the emergency room at a hospital for care. See the next section What Is Emergency Medical Care? for more information. You can also call our 24-hour Nurse HelpLine 7 days a week at for advice about urgent care. How Soon Can I Expect to Be Seen? You should be able to see your primary care provider within 24 hours for an urgent care appointment. What Is Emergency Medical Care? After routine and urgent care, the third type of care is emergency care. If you have an emergency, you should call 911 or go to the nearest hospital emergency room right away. If you want advice, call your primary care provider or our 24-hour Nurse HelpLine 7 days a week at The most important thing is to get medical care as soon as possible. Emergency Medical Care Emergency medical care is provided for emergency medical conditions and emergency behavioral health conditions. Emergency medical condition means: A medical condition manifesting itself by acute symptoms of recent onset and sufficient severity (including severe pain) such that a prudent layperson, who possesses an average knowledge of health and medicine, could reasonably expect the absence of immediate medical care could result in: 1. Placing the patient s health in serious jeopardy 2. Serious impairment to bodily functions 3. Serious dysfunction of any bodily organ or part 4. Serious disfigurement 5. In the case of a pregnant women, serious jeopardy to the health of a woman or her unborn child Emergency behavioral health condition means: Any condition, without regard to the nature or cause of the condition, which in the opinion of a prudent layperson possessing average knowledge of medicine and health: 1. Requires immediate intervention and/or medical attention without which the member would present an immediate danger to himself, herself, or others 2. Renders the member incapable of controlling, knowing, or understanding the consequences of his or her actions 15

27 Emergency services and emergency care means: Covered inpatient and outpatient services furnished by a provider who is qualified to furnish such services and that are needed to evaluate or stabilize an emergency medical condition and/or emergency behavioral health condition, including poststabilization care services. When Can I Expect to Be Seen? You should be able to see your primary care provider immediately for emergency care. How Soon Can I See My Doctor? Amerigroup is dedicated to arranging access to care for our members. Our ability to provide quality access depends upon the accessibility of network providers. Providers are required to follow access standards listed below. Emergency Services Standard Name Urgent Care Routine Primary Care Routine Specialty Care Preventive Health: Adult Preventive Health: Child (New Member including Texas Health Steps) Preventive Health: Child Preventive Health: Newborn Texas Health Steps Annual Medical Checkup Prenatal Care Pregnancy High Risk/3rd trimester Behavioral Health Nonlife-threatening Emergency Behavioral Health Urgent Care Behavioral Health-Routine Care After-Hours Care Office Wait Time Amerigroup Immediately upon member presentation at the service delivery site Within 24 hours Within 14 days Within 3 weeks Within 90 days For new member birth through age 20, overdue or upcoming well-child checkups including Texas Health Steps should be offered as soon as practicable and no later than 90 days after enrollment. Within 60 days Within 14 days For an existing member age 36 months or older - due on the child s birthday. Considered timely if no later than 364 calendar days after the child s birthday. Within 14 days Within 5 days or immediately, if an emergency exists Within 6 hours (NCQA) Within 24 hours The earlier of 10 business days or 14 calendar days For PCPs Practitioners accessible 24/7 directly or through answering service - Answering service or recording assistance in English and Spanish and member reaches on call physician or medical staff within 30 minutes Within 30 minutes 16

28 What Is Poststabilization? Poststabilization care services are services covered by Medicaid that keep your condition stable following emergency medical care. What If I Am out of the Country? Medical services performed out of the country are not covered by Medicaid. How Can I Ask for a Second Opinion? Amerigroup members have the right to ask for a second opinion about the use of any health-care services. You can get a second opinion from a network provider or a non-network provider (if a network provider is not available). Ask your doctor to submit a request for you to have a second opinion. This is at no cost to you. (If you have Medicare, your Medicare plan can help you with seeing a specialist.) Can Someone Interpret for Me When I Talk with My Long-term Services and Supports? For members who do not speak English, we are able to help in many different languages and dialects, including Spanish. This service is also available for visits with your long-term services and supports provider at no cost to you. Who Do I Call for an Interpreter? Call Member Services for more information. How Far in Advance Do I Need to Call? Please let us know if you need an interpreter at least 24 hours before your appointment. How Can I Get a Face-to-Face Interpreter in the Provider s Office? Call Member Services if you need to have an interpreter with you when you talk to your provider. If I Do Not Have a Car, How Can I Get a Ride to a Doctor s Office? Who Do I Call? If you need transportation for medical appointments, call the Medical Transportation Program (MTP) at , Monday through Friday, from 8 a.m. to 5 p.m. MTP will help you get to your doctor appointments and to the hospital for scheduled tests or surgery. How Far in Advance Do I Need to Call? The sooner you call, the easier it should be for you to get transportation. For transportation within the county where you live, call the MTP office at least 2 business days before the scheduled appointment. For transportation beyond the county where you live, call the MTP office at least 5 business days before the scheduled appointment. How Can Someone I Know Give Me a Ride to My Appointment and Get Money for Mileage? You can also have someone you know help you get to your appointment. This person can get money for mileage. If you are a child age 20 and younger and call MTP at least 5 working days before your appointment, then the person who gives you a ride can get money for mileage before the appointment. If you are an adult age 21 and older, you must sign an individual contract with MTP. The person who gives you a ride will receive money for mileage after your appointment. 17

29 What Are the Hours of Operation and Limits for Transportation Services? You can call MTP toll-free at , Monday through Friday, from 8 a.m. until 5 p.m. If MTP is not available or cannot meet special needs you have, call your service coordinator (or member advocate in Bexar, Harris, Jefferson, Tarrant, and Travis service areas) to help arrange transportation for you. Who Do I Call if I Have a Complaint about the Service or Staff? If you have a complaint about MTP, call and ask for a supervisor. The supervisor can help you with any problems that you may have. To find out if there are any limitations on services, call MTP. If you have an emergency and need transportation, call 911 for an ambulance. What if I Am Pregnant? While you are pregnant, you need to take good care of your health. You may be able to get healthy food from the Women, Infants, and Children (WIC) program. Member Services can give you the phone number for the WIC program close to you. Just call us. When you are pregnant, you must go to your primary care provider or OB/GYN at least: Every 4 weeks for the first 6 months Every 2 weeks for the 7th and 8th months Every week during the last month Your primary care provider or OB/GYN may want you to visit more than this based on your health needs. How Do I Sign Up My Newborn Baby? The hospital where your baby is born should help you start the Medicaid application process for your baby. Check with the hospital social worker before you go home to make sure the application is complete. Also, you should call to find your local HHSC office to make sure your baby s application has been received. If you are an Amerigroup member when you have your baby, your baby will be enrolled with Amerigroup on his or her date of birth. How and When Do I Tell Amerigroup? Remember to call Amerigroup Member Services as soon as you can to let your care manager know that you had your baby. We will need to get information about your baby, too. You may have already picked a doctor for your baby before he or she was born. If not, we can help you pick a doctor for him or her. You can also call your service coordinator or case manager at Amerigroup. How and When Do I Tell My Caseworker? After you have your baby, call your HHSC benefits office to tell them he or she has been born. Who Do I Call If I Have Special Health-care Needs and Need Someone to Help Me? Members with disabilities, special health-care needs or chronic complex conditions have a right to direct access to a specialist. This specialist may serve as your primary care provider. Please call your service coordinator or Member Services at so this can be arranged. 18

30 What If I Am Too Sick to Make a Decision about My Medical Care? You can have someone make decisions on your behalf if you are too sick to make decisions for yourself. Please call Member Services if you would like more information about the forms you need. What Are Advance Directives? Emancipated minors and members 18 years of age or older have rights under advance directive laws. An advance directive talks about making a living will. A living will says you may not want medical care if you have a serious illness or injury and may not get better. To make sure you get the kind of care you want if you are too sick to decide for yourself, you can sign a living will. This is a type of advance directive. It is a paper that tells your doctor and your family what kinds of care you do or do not want if you are seriously ill or injured. How Do I Get an Advance Directive? You can get a living will form from your doctor or by calling Member Services. You can fill it out by yourself or call Member Services for help; however, Amerigroup associates cannot offer legal advice or serve as a witness. According to Texas law, you must either have two witnesses or have your form notarized. After you complete the form, take it or mail it to your doctor. Your doctor will then know what kind of care you want to get. You can change your mind anytime after you have signed a living will. Call your doctor to remove the living will from your medical record. You can also make changes in the living will by completing a new one. You can sign a paper called a durable power of attorney, too. This paper will let you name a person to make decisions for you when you cannot make them yourself. Ask your doctor about these forms. What Happens If I Lose My Medicaid Coverage? If you lose Medicaid coverage but get it back again within 6 months, you will get your Medicaid services from the same health plan you had before losing your Medicaid coverage. What If I Get a Bill from My Doctor? Who Do I Call? Always show your Amerigroup ID card and current Texas Benefits Medicaid card when you see a doctor, go to the hospital, or go for tests. Even if your doctor told you to go, you must show your Amerigroup ID card and current Texas Benefits Medicaid card to make sure you are not sent a bill for services covered by Amerigroup. You do not have to show your Amerigroup ID card before you get emergency care. If you do get a bill, send the bill, along with a letter saying that you have been sent a bill to the member advocate at the Amerigroup location nearest you. A listing of locations can be found in the front of this book. In the letter, include your name, the telephone number where you can be reached, and your Amerigroup ID number. You can also call Member Services toll-free at for help. Can My Medicare Provider Bill Me for Services or Supplies If I Am in Both Medicare and Medicaid? You cannot be billed for Medicare cost-sharing, which includes deductibles, coinsurance, and copayments that are covered by Medicaid. What Information Will They Need? If you are unable to send a copy of the bill, be sure to include in the letter the name of the provider you received services from, the date of service, the provider s phone number, the amount charged, and the account number, if known. 19

31 What Do I Have to Do If I Move? As soon as you have your new address, give it to the local HHSC benefits office and the Amerigroup Member Services department at Before you get Medicaid services in your new area, you must call Amerigroup unless you need emergency services. You will continue to get care through Amerigroup until HHSC changes your address. What If I Have Other Health Insurance in addition to Medicaid? Medicaid and Private Insurance You are required to tell Medicaid staff about any private health insurance you have. You should call the Medicaid Third Party Resources hotline and update your Medicaid case file if: Your private health insurance is canceled You get new insurance coverage You have general questions about third-party insurance You can call the hotline toll-free at If you have other insurance, you may still qualify for Medicaid. When you tell Medicaid staff about your other health insurance, you help make sure Medicaid only pays for what your other health insurance does not cover. IMPORTANT: Medicaid providers cannot turn you down for services because you have private health insurance as well as Medicaid. If providers accept you as a Medicaid patient, they must also file with your private health insurance company. What Are My Rights and Responsibilities as an Amerigroup Member? MEMBER RIGHTS: 1. You have the right to respect, dignity, privacy, confidentiality, and nondiscrimination. That includes the right to: a. Be treated fairly and with respect b. Know that your medical records and discussions with your providers will be kept private and confidential 2. You have the right to a reasonable opportunity to choose a health-care plan and primary care provider. This is the doctor or health-care provider you will see most of the time and who will coordinate your care. You have the right to change to another plan or provider in a reasonably easy manner. That includes the right to: a. Be told how to choose and change your health plan and your primary care provider b. Choose any health plan you want that is available in your area c. Change your health plan without penalty d. Be told how to change your health plan 3. You have the right to ask questions and get answers about anything you do not understand. That includes the right to: a. Have your provider explain your health-care needs to you and talk to you about the different ways your health-care problems can be treated b. Be told why care or services were denied and not given 4. You have the right to agree to or refuse treatment and actively participate in treatment decisions. That includes the right to: a. Work as part of a team with your provider in deciding what health care is best for you b. Say yes or no to the care recommended by your provider 5. You have the right to use each complaint and appeal process available through the managed care organization and Medicaid and get a timely response to complaints, appeals, and fair hearings. That includes the right to: 20

32 a. Make a complaint to your health plan or to the state Medicaid program about your health care, your provider, or your health plan b. Get a timely answer to your complaint c. Use the plan s appeal process and be told how to use it d. Ask for a fair hearing from the state Medicaid program and get information about how that process works 6. You have the right to timely access to care that does not have any communication or physical access barriers; that includes the right to: a. Have telephone access to a medical professional 24 hours a day, 7 days a week to get any emergency or urgent care you need b. Get medical care in a timely manner c. Be able to get in and out of a health-care provider s office; this includes barrier-free access for people with disabilities or other conditions that limit mobility, in accordance with the Americans with Disabilities Act d. Have interpreters, if needed, during appointments with your providers and when talking to your health plan; interpreters include people who can speak in your native language, help someone with a disability, or help you understand the information e. Be given information you can understand about your health plan rules, including the health-care services you can get and how to get them 7. You have the right to not be restrained or secluded when it is for someone else s convenience, is meant to force you to do something you do not want to do, or is to punish you. 8. You have a right to know that doctors, hospitals, and others who care for you can advise you about your health status, medical care, and treatment. Your health plan cannot prevent them from giving you this information, even if the care or treatment is not a covered service. 9. You have a right to know that you are not responsible for paying for covered services. Doctors, hospitals, and others cannot require you to pay copayments or any other amounts for covered services. MEMBER RESPONSIBILITIES: 1. You must learn and understand each right you have under the Medicaid program. That includes the responsibility to: a. Learn and understand your rights under the Medicaid program b. Ask questions if you do not understand your rights c. Learn what choices of health plans are available in your area 2. You must abide by the health plan s and Medicaid s policies and procedures. That includes the responsibility to: a. Learn and follow your health plan s rules and Medicaid rules b. Choose your health plan and a primary care provider quickly c. Make any changes in your health plan in the ways established by Medicaid and by the health plan d. Keep your scheduled appointments e. Cancel appointments in advance when you cannot keep them f. Always contact your primary care provider first for your nonemergency medical needs g. Be sure you have approval from your primary care provider before going to a specialist h. Understand when you should and should not go to the emergency room 3. You must share information about your health with your primary care provider and learn about service and treatment options. That includes the responsibility to: a. Tell your primary care provider about your health b. Talk to your providers about your health-care needs and ask questions about the different ways your health-care problems can be treated c. Help your providers get your medical records 4. You must be involved in decisions relating to service and treatment options, make personal choices, and take action to keep yourself healthy. That includes the responsibility to: a. Work as a team with your provider in deciding what health care is best for you 21

33 b. Understand how the things you do can affect your health c. Do the best you can to stay healthy d. Treat providers and staff with respect e. Talk to your provider about all of your medications. If you think you have been treated unfairly or discriminated against, call the U.S. Department of Health and Human Services (HHS) toll-free at You also can view information concerning the HHS Office of Civil Rights online at QUALITY MANAGEMENT What Is the Amerigroup Quality Management Program? Amerigroup has a quality management program that covers many areas of care and service to members. We pay close attention to different kinds of measures to review the care and service to our members. The program covers the make-up and the kinds of diseases and clinical issues of our members. We study different subjects related to the care and service our members receive. This helps us change the program to help our members get the care and service they need. Members and providers can make suggestions to help us do that. If you would like more information about the quality management program goals, our steps to reach those goals, and results, please contact Member Services at What Are Clinical Practice Guidelines? Amerigroup uses national clinical practice guidelines for the care of members. Clinical practice guidelines are nationally recognized, scientific, proven standards of care. These guidelines are recommendations for physicians and other health-care providers to diagnose and manage your specific condition. They guide decisions on diagnosis, management, and treatment of patients. If you would like a copy of these guidelines, contact Member Services at COMPLAINTS PROCESS What Should I Do If I Have a Complaint? Who Do I Call? We want to help. If you have a complaint, please call us toll-free at to tell us about your problem. An Amerigroup Member Services advocate can help you file a complaint. Just call Most of the time, we can help you right away or at the most within a few days. Can Someone from Amerigroup Help Me File a Complaint? Yes, a member advocate or Member Services representative can help you file a complaint. Please call Member Services toll-free at How Long Will It Take to Process My Complaint? Amerigroup will answer your complaint within 30 days from the date we get it. What Are the Requirements and Time Frames for Filing a Complaint? You can tell us about your complaint by calling us or writing us. We will send you a letter within 5 business days of getting your complaint. This means we have your complaint and have started to look at it. We may call you to get more information. 22

34 We will send you a letter within 30 days of when we get your complaint. This letter will tell you what we have done to address your complaint. If your complaint is an emergency, we will look into it within 72 hours of getting your call or complaint form. How Do I File a Complaint with the Health and Human Services Commission Once I Have Gone through the Amerigroup Complaint Process? Once you have gone through the Amerigroup complaint process, you can complain to the Health and Human Services Commission (HHSC) by calling toll-free If you would like to make your complaint in writing, please send it to the following address: Resolution Services Texas Health and Human Services Commission Health Plan Operations - H-320 PO Box Austin, TX If you can get on the Internet, you can send your complaint in an to [email protected]. If you file a complaint, Amerigroup will not hold it against you. We will still be here to help you get quality health care. APPEALS PROCESS What Can I Do If My Doctor Asks for a Service for Me That s Covered but Amerigroup Denies It or Limits It? There may be times when Amerigroup says it will not pay for or cover all or part of the care that has been recommended. For example, if you ask for a service that is not covered such as cosmetic surgery, Amerigroup is not allowed to pay for it. You have the right to ask for an appeal. An appeal is when you or your designated representative asks Amerigroup to look again at the care your doctor asked for and we said we will not pay for. You can appeal our decision in 2 ways: You can call Member Services If you call us, you must still send us your appeal in writing We will send you an appeal form in the mail after your call Fill out the appeal form and send it to us within 10 days of when you call us to Amerigroup Appeals, 2505 N. Highway 360, Suite 300, Grand Prairie, TX If you do not return the appeal form within 10 days, Amerigroup will close your appeal (this does not apply to expedited appeals) If you need help filling out the appeal form, please call us You can send us a letter to Amerigroup Appeals, 2505 N. Highway 360, Suite 300, Grand Prairie, TX How Will I Find Out If Services Are Denied? If we deny services, we will send you a letter. 23

35 What Are the Time Frames for the Appeals Process? You or a designated representative can file an appeal. You must do this within 30 days of when you get the first letter from Amerigroup that says we will not pay for or cover the service. If you ask someone (a designated representative) to file an appeal for you, you must also send a letter to Amerigroup to let us know you have chosen a person to represent you. Amerigroup must have this written letter to be able to consider this person as your representative. We do this for your privacy and security. When we get your letter or call, we will send you a letter within 5 business days. This letter will let you know we got your appeal. We will also let you know if we need any other information to process your appeal. Amerigroup will contact your doctor if we need medical information about this service. A doctor who has not seen your case before will look at your appeal. He or she will decide how we should handle your appeal. We will send you a letter with the answer to your appeal. We will do this within 30 calendar days from when we get your appeal unless we need more information from you or the person you asked to file the appeal for you. If we need more information, we may extend the appeals process for 14 days. If we extend the appeals process, we will let you know the reason for the delay. You may also ask us to extend the process if you know more information that we should consider. How Can I Continue Receiving My Services That Were Already Approved? To continue receiving services that have already been approved by Amerigroup but may be part of the reason for your appeal, you must file the appeal on or before the later of: 10 days after we mail the notice to you to let you know we will not pay for the care that has already been approved The date the notice says your service will end If you request that services continue while your appeal is pending, you need to know that you may have to pay for these services. If the decision on your appeal upholds our first decision, you will be asked to pay for the services you received during the appeals process. If the decision on your appeal reverses our first decision, Amerigroup will pay for the services you received while your appeal was pending. Can Someone from Amerigroup Help Me File an Appeal? Yes, a member advocate or Member Services representative can help you file an appeal. Please call Member Services toll-free at Can Members Request a State Fair Hearing? Yes, you can ask for a fair hearing at any time during or after the Amerigroup appeal process unless you have asked for an expedited appeal. See the State Fair Hearing and the Expedited Appeals sections below for more information. 24

36 EXPEDITED APPEALS What Is an Expedited Appeal? An expedited appeal is when the health plan has to make a decision quickly based on the condition of your health, and taking the time for a standard appeal could jeopardize your life or health. How Do I Ask for an Expedited Appeal? Does My Request Have to Be in Writing? You or the person you ask to file an appeal for you (a designated representative) can request an expedited appeal. You can request an expedited appeal in 2 ways: orally or in writing. You can call Member Services at You can send us a letter to Amerigroup Appeals, 2505 N. Highway 360, Suite 300, Grand Prairie, TX What Are the Time Frames for an Expedited Appeal? When we get your letter or call, we will send you a letter with the answer to your appeal. We will do this within 3 business days. If your appeal relates to an ongoing emergency or hospital stay we said we would not pay for, we will call you with an answer within 1 business day. We will also send you a letter with the answer to your appeal within 3 business days. What Happens If the Health Plan Denies the Request for an Expedited Appeal? If we do not agree that your request for an appeal should be expedited, we will call you right away. We will send you a letter within 3 calendar days to let you know how the decision was made and that your appeal will be reviewed through the standard review process. If the decision on your expedited appeal upholds our first decision and Amerigroup will not pay for the care your doctor asked for, we will call you and send you a letter to let you know how the decision was made and your rights to request an expedited state fair hearing. Who Can Help Me File an Expedited Appeal? A member advocate or Member Services representative can help you file an expedited appeal. Please call Member Services at STATE FAIR HEARING Can I Ask for a State Fair Hearing? If you, as a member of the health plan, disagree with the health plan s decision, you have the right to ask for a fair hearing. You may name someone to represent you by writing a letter to the health plan telling them the name of the person you want to represent you. A doctor or other medical provider may be your representative. If you want to challenge a decision made by your health plan, you or your representative must ask for the fair hearing within 90 days of the date on the health plan s letter with the decision. If you do not ask for the fair hearing within 90 days, you may lose your right to a fair hearing. To ask for a fair hearing, you or your representative should either send a letter to the health plan at: 25

37 Fair Hearing Coordinator Amerigroup 3800 Buffalo Speedway, Suite 400 Houston, TX Or call You have the right to keep getting any service the health plan denied or reduced; at least until the final hearing decision is made if you ask for a fair hearing by the later of: 10 days from the date you get the health plan s decision letter The day the health plan s letter says your service will be reduced or end If you do not request a fair hearing by this date, the service the health plan denied will be stopped. If you ask for a fair hearing, you will get a packet of information letting you know the date, time, and location of the hearing. Most fair hearings are held by telephone. At that time, you or your representative can tell why you need the service the health plan denied. HHSC will give you a final decision within 90 days from the date you asked for the hearing. Can I Ask for an Appeal for Long-term Services and Supports? Yes, you can ask for a fair hearing from the state for long-term services and supports. To request one, see the instructions in the State Fair Hearing section above. FRAUD AND ABUSE Do You Want to Report Waste, Abuse, or Fraud? Let us know if you think a doctor, dentist, pharmacist at a drugstore, other health-care providers, or a person getting benefits is doing something wrong. Doing something wrong could be waste, abuse, or fraud, which is against the law. For example, tell us if you think someone is: Getting paid for services that weren t given or necessary Not telling the truth about a medical condition to get medical treatment Letting someone else use their Medicaid ID Using someone else s Medicaid ID Not telling the truth about the amount of money or resources he or she has to get benefits To report waste, abuse, or fraud, choose one of the following: Call the OIG Hotline at Visit and pick Click Here to Report Waste, Abuse, and Fraud to complete the online form Report directly to your health plan: Corporate Investigations Department Amerigroup 4425 Corporation Lane Virginia Beach, VA

38 To report waste, abuse, or fraud, gather as much information as possible. When reporting a provider (a doctor, dentist, counselor, etc.), include: Name, address, and phone number of provider Name and address of the facility (hospital, nursing home, home health agency, etc.) Medicaid number of the provider and facility, if you have it Type of provider (doctor, dentist, therapist, pharmacist, etc.) Names and phone numbers of other witnesses who can help in the investigation Dates of events Summary of what happened When reporting someone who receives benefits, include: The person s name The person s date of birth, Social Security number, or case number, if you have it The city where the person lives Specific details about the waste, abuse, or fraud INFORMATION THAT MUST BE AVAILABLE ON AN ANNUAL BASIS As a member of Amerigroup, you can ask for and get the following information each year: Information about network providers at a minimum, primary care doctors, specialists, and hospitals in our service area; this information will include names, addresses, telephone numbers, and languages spoken (other than English) for each network providers, plus identification of providers that are not accepting new patients Any limits on your freedom of choice among network providers Your rights and responsibilities Information on complaint, appeal, and fair hearing procedures Information about benefits available under the Medicaid program, including amount, duration, and scope of benefits; this is designed to make sure you understand the benefits to which you are entitled How to get benefits, including authorization requirements How to get benefits, including family planning services, from out-of-network providers, and/or limits to those benefits How to get after-hours and emergency coverage and/or limits to those kinds of benefits, including: What makes up emergency medical conditions, emergency services, and poststabilization services The fact that you do not need prior authorization from your primary care provider for emergency care services How to get emergency services, including instructions on how to use the 911 telephone system or its local equivalent The addresses of any places where providers and hospitals furnish emergency services covered by Medicaid A statement saying you have a right to use any hospital or other settings for emergency care Poststabilization rules Policy on referrals for specialty care and for other benefits you cannot get through your primary care provider Amerigroup practice guidelines 27

39 NOTICE OF PRIVACY PRACTICES This notice describes how medical information about you might be used and disclosed and how you can get access to this information. Please review it carefully. This Notice is in effect April 14, What Is This Notice? This Notice tells you: How Amerigroup handles your protected health information How Amerigroup uses and gives out your protected health information Your rights about your protected health information Amerigroup responsibilities in protecting your protected health information This Notice follows what is known as the HIPAA Privacy Regulations. These regulations were given out by the federal government. The federal government requires companies such as Amerigroup to follow the terms of the regulations and of this Notice. NOTE: You might also get a Notice of Privacy Practices from the state and other organizations. What Is Protected Health Information? The HIPAA Privacy Regulations define Protected Health Information (PHI) as: Information that identifies you or can be used to identify you Information that either comes from you or has been created or received by a health-care provider, a health plan, your employer, or a health-care clearinghouse Information that has to do with your physical or mental health or condition, providing health care to you, or paying for providing health care to you In this Notice, Protected Health Information will be written as PHI. Amerigroup Responsibilities for Your Protected Health Information Your and your family s PHI is private. We have rules to keep it safe and private. These rules follow state and federal laws. Amerigroup must: Protect the privacy of the PHI we have or keep about you through: Staff training Secure computer systems and offices Secure disposal of written material that includes PHI Other technical methods Provide you with this Notice about how we get and keep PHI about you Follow the terms of this Notice Follow state privacy laws that do not conflict with or are stricter than the HIPAA Privacy Regulations We will not use or give out your PHI without your consent, except as described in this Notice. How Do We Use Your Protected Health Information? The sections that follow tell some of the ways we can use and share PHI without your written authorization. 28

40 FOR PAYMENT We might use PHI about you so that the treatment services you get can be looked at for payment. For example, a bill that your provider sends us might be paid using information that identifies you, your diagnosis, the procedures or tests, and supplies that were used. FOR HEALTH-CARE OPERATIONS We might use PHI about you for health-care operations. For example, we might use the information in your record to review the care and results in your case and other cases like it. This information will then be used to improve the quality and success of the health care you get. Another example of this is using information to help enroll you for health-care coverage. We might use PHI about you to help provide coverage for medical treatment or services. For example, information we get from a provider (nurse, doctor, or other member of a health-care team) will be logged and used to help decide the coverage for the treatment you need. We might also use or share your PHI to: Send you information about one of our disease or case management programs Send reminder cards that let you know that it is time to make an appointment or get services like EPSDT or Child Health Checkup services Answer a customer service request from you Make decisions about claims requests and appeals for services you received Look into any fraud or abuse cases and make sure required rules are followed Other Uses of Protected Health Information BUSINESS ASSOCIATES We might contract with business associates that will provide services to Amerigroup using your PHI. Services our business associates might provide include dental services for members, a copy service that makes copies of your record, and computer software vendors. They will use your PHI to do the job we have asked them to do. The business associate must sign a contract to agree to protect the privacy of your PHI. PEOPLE INVOLVED WITH YOUR CARE OR WITH PAYMENT FOR YOUR CARE We might make your PHI known to a family member, other relative, close friend, or other personal representative that you choose. This will be based on how involved the person is in your care, or payment that relates to your care. We might share information with parents or guardians, if allowed by law. LAW ENFORCEMENT We might share PHI if law enforcement officials ask us to. We will share PHI about you as required by law or in response to subpoenas, discovery requests, and other court or legal orders. OTHER COVERED ENTITIES We might use or share your PHI to help health-care providers that relate to healthcare treatment, payment, or operations. For example, we might share your PHI with a health-care provider so that the provider can treat you. PUBLIC HEALTH ACTIVITIES We might use or share your PHI for public health activities allowed or required by law. For example, we might use or share information to help prevent or control disease, injury, or disability. We also might share information with a public health authority allowed to get reports of child abuse, neglect, or domestic violence. HEALTH OVERSIGHT ACTIVITIES We might share your PHI with a health oversight agency for activities approved by law, such as audits; investigations; inspections; licensure or disciplinary actions; or civil, administrative, or criminal proceedings or actions. Oversight agencies include government agencies that look after the health-care system; benefit programs, including Medicaid, CHIP, or Healthy Kids; and other government regulation programs. 29

41 RESEARCH We might share your PHI with researchers when an institutional review board or privacy board has followed the HIPAA information requirements. CORONERS, MEDICAL EXAMINERS, FUNERAL DIRECTORS, AND ORGAN DONATION We might share your PHI to identify a deceased person, determine a cause of death, or to do other coroner or medical examiner duties allowed by law. We also might share information with funeral directors, as allowed by law. We might also share PHI with organizations that handle organ, eye, or tissue donation and transplants. TO PREVENT A SERIOUS THREAT TO HEALTH OR SAFETY We might share your PHI if we feel it is needed to prevent or reduce a serious and likely threat to the health or safety of a person or the public. MILITARY ACTIVITY AND NATIONAL SECURITY Under certain conditions, we might share your PHI if you are, or were, in the Armed Forces. This might happen for activities believed necessary by appropriate military command authorities. DISCLOSURES TO THE SECRETARY OF THE U.S. DEPARTMENT OF HEALTH AND HUMAN SERVICES We are required to share your PHI with the Secretary of the U.S. Department of Health and Human Services. This happens when the Secretary looks into or decides if we are in compliance with the HIPAA Privacy Regulations. What Are Your Rights Regarding Your Protected Health Information? We want you to know your rights about your PHI and your Amerigroup family members PHI. Right to Get Amerigroup Notice of Privacy Practices We are required to send each Amerigroup head of case or head of household a printed copy of this Notice on or before April 14, After that, each head of case or head of household will get a printed copy of the Notice in the New Member Welcome package. We have the right to change this Notice. Once the change happens, it will apply to PHI that we have at the time we make the change and to the PHI we had before we made the change. A new Notice that includes the changes and the dates they are in effect will be mailed to you at the address we have for you. The changes to our Notice will also be included on our website. You might ask for a paper copy of the Notice of Privacy Practices at any time. Call Member Services toll-free at If you are deaf or hard of hearing and want to talk to Member Services, call the toll-free AT&T Relay Service at Right to Request a Personal Representative You have the right to request a personal representative to act on your behalf, and Amerigroup will treat that person as if the person were you. Unless you apply restrictions, your personal representative will have full access to all of your Amerigroup records. If you would like someone to act as your personal representative, Amerigroup requires you to submit your request in writing. A personal representative form must be completed and mailed back to the Amerigroup Member Privacy Unit. To request a personal representative form, please contact Member Services. We will send you a form to complete. The address and phone number are at the end of this Notice. Right to Access You have the right to look at and get a copy of your enrollment, claims, payment, and case management information on file with Amerigroup. This file of information is called a designated record set. We will provide the first copy to you in any 12-month period without charge. 30

42 If you would like a copy of your PHI, you must send a written request to the Amerigroup Member Privacy Unit. The address is at the end of this Notice. We will answer your written request in 30 calendar days. We might ask for an extra 30 calendar days to process your request if needed. We will let you know if we need the extra time. We do not keep complete copies of your medical records; if you would like a copy of your medical record, contact your doctor or other provider; follow the doctor or provider's instructions to get a copy; your doctor or other provider can charge a fee for the cost of copying and/or mailing the record We have the right to keep you from having or seeing all or part of your PHI for certain reasons; for example, if the release of the information could cause harm to you or other persons; or, if the information was gathered or created for research or as part of a civil or criminal proceeding; we will tell you the reason in writing; we will also give you information about how you can file an Administrative Review if you do not agree with us Right to Amend You have the right to ask that information in your health record be changed if you think it is not correct. To ask for a change, send your request in writing to the Amerigroup Member Privacy Unit. We can send you a form to complete. You can also call Member Services to request a form. The address and phone number are at the end of this Notice. State the reason why you are asking for a change If the change you ask for is in your medical record, get in touch with the doctor who wrote the record; the doctor will tell you what you need to do to have the medical record changed We will answer your request within 30 days of when we receive it. We can ask for an extra 30 days to process your request if needed. We will let you know if we need the extra time. We can deny the request for change. We will send you a written reason for the denial if: The information was not created or entered by Amerigroup The information is not kept by Amerigroup You are not allowed, by law, to see and copy that information The information is already correct and complete Right to an Accounting of Certain Disclosures of Your Protected Health Information You have the right to get an accounting of certain disclosures of your PHI. This is a list of times we shared your information when it was not part of payment and health-care operations. Most disclosures of your PHI by our business associates or us will be for payment or health-care operations. To ask for a list of disclosures, please send a request in writing to the Amerigroup Member Privacy Unit. We can send you a form to complete. For a copy of the form, contact Member Services. The address and phone number are at the end of this Notice. Your request must give a time period that you want to know about. The time period cannot be longer than 6 years and cannot include dates before April 14, Right to Request Restrictions You have the right to ask that your PHI not be used or shared. You do not have the right to ask for limits when we share your PHI if we are asked to do so by law enforcement officials, court officials, or state and federal agencies in keeping with the law. We have the right to deny a request for restriction of your PHI. 31

43 To ask for a limit on the use of your PHI, send a written request to the Amerigroup Member Privacy Unit. We can send you a form to fill out. You can contact Member Services for a copy of the form. The address and phone number are at the end of this Notice. The request should include: The information you want to limit and why you want to restrict access Whether you want to limit when the information is used, when the information is given out, or both The person or persons that you want the limits to apply to We will look at your request and decide if we will allow or deny the request within 30 days. If we deny the request, we will send you a letter and tell you why. Right to Cancel a Privacy Authorization for the Use or Disclosure of Protected Health Information We must have your written permission (authorization) to use or give out your PHI for any reason other than payment and health-care operations or other uses and disclosures listed under Other Uses of Protected Health Information. If we need your authorization, we will send you an authorization form explaining the use for that information. You can cancel your authorization at any time by following the instructions below. Send your request in writing to the Amerigroup Member Privacy Unit. We can send you a form to complete. You can contact Member Services for a copy of the form. The address and phone number are at the end of this Notice. This cancellation will only apply to requests to use and share information asked for after we get your cancellation request. Right to Request Confidential Communications You have the right to ask that we communicate with you about your PHI in a certain way or in a certain location. For example, you may ask that we send mail to an address that is different from your home address. Requests to change how we communicate with you should be submitted in writing to the Amerigroup Member Privacy Unit. We can send you a form to complete. For a copy of the form, contact Member Services. The address and phone number are at the end of this Notice. Your request should state how and where you want us to contact you. What Should You Do If You Have a Complaint about the Way Your Protected Health Information is Handled by Amerigroup or Our Business Associates? If you believe that your privacy rights have been violated, you may file a complaint with Amerigroup or with the Secretary of Health and Human Services. To file a complaint with Amerigroup or to appeal a decision about your PHI, send a written request to the Amerigroup Member Privacy Unit or call Member Services. The address and phone number are at the end of this Notice. To file a complaint with the Secretary of Health and Human Services, send your written request to: Office for Civil Rights U.S. Department of Health and Human Services 1301 Young St., Suite 1169 Dallas, TX You will not lose your Amerigroup membership or health-care benefits if you file a complaint. Even if you file a complaint, you will still get health-care coverage from Amerigroup as long as you are a member. 32

44 Where Should You Call or Send Requests or Questions about Your Protected Health Information? You may call us toll-free at Or you may send questions or requests, such as the examples listed in this Notice, to the address below: Member Privacy Unit Amerigroup 4425 Corporation Lane Virginia Beach, VA Send your request to this address so that we can process it timely. Requests sent to persons, offices, or addresses other than the address listed above might be delayed. If you are deaf or hard of hearing, you may call the toll-free AT&T Relay Service at