Medicare Plus Blue SM Group PPO

Transcription

1 2018 Medicare Plus Blue SM Group PPO This booklet gives you the details about your Medicare health care coverage from January 1 December 31, It explains how to get coverage for the health care services you need. This is an important legal document. Please keep it in a safe place. This plan, Medicare Plus Blue Group PPO, is offered by Blue Cross Blue Shield of Michigan. (When this Evidence of Coverage says we, us, or our, it means Blue Cross Blue Shield of Michigan. When it says plan or our plan, it means Medicare Plus Blue Group PPO.) Medicare Plus Blue is a PPO plan with a Medicare contract. Enrollment in Medicare Plus Blue depends on contract renewal. This information is available in an alternate format. Please call Customer Service at the phone numbers printed on the back cover of this booklet if you need plan information in another format. Benefits, premium, coinsurance, copayments and/or deductible may change on January 1, The provider network may change at any time. You will receive notice when necessary. H9572_C_18MPSERSMAPPOEOC FVNR 1017 Form CMS ANOC/EOC OMB Approval (Approved 05/2017) (Expires: May 31, 2020) Michigan Public School Employees Retirement System Evidence of Coverage Your Medicare Health Benefits and Services as a Member of Medicare Plus Blue SM Group PPO

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3 ) Multi-language Interpreter Services Spanish: ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al (TTY: 711). Arabic: ملحوظة : إذا كنت تتحدث العربیة فا ن خدمات المساعدة اللغویة تتوافر لك بالمجان. اتصل برقم (رقم ھاتف الصم والبكم: 711). Chinese: 注意 : 如果您使用繁體中文, 您可以免費獲得語言援助服務 請致電 (TTY: 711) Syriac: ܢܘܗܪܐ : ܡܓܢܡܥܕܪܝܢܢܘܡܓܢܡܫܡܫܝܢܢܐܢܡܠܠܝܬܘܢ ܣ ܘܪܝ ܝ ܐ ܥܒܕܛܝܒܐ ܡܠܠܥܡܢܥܠܡܢܝ ܢܐ: ) TTY: Vietnamese: CHÚ Ý: Nếu bạn nói Tiếng Việt, có các dịch vụ hỗ trợ ngôn ngữ miễn phí dành cho bạn. Gọi số (TTY: 711). Albanian: KUJDES: Nëse flitni shqip, për ju ka në dispozicion shërbime të asistencës gjuhësore, pa pagesë. Telefononi në (TTY: 711). Korean: 주의 : 한국어를사용하시는경우, 언어지원서비스를무료로이용하실수있습니다 (TTY: 711) 번으로전화해주십시오. Bengali: ম ন র খ বন: য দ আপন র ভ ষ ব ল হয়, ভ ষ সহ য়ত প র ষব, আপ ন বন ম লয প ত প রন কল করন (TTY: 711) Polish: UWAGA: Jeżeli mówisz po polsku, możesz skorzystać z bezpłatnej pomocy językowej. Zadzwoń pod numer (TTY: 711). German: ACHTUNG: Wenn Sie Deutsch sprechen, stehen Ihnen kostenlos sprachliche Hilfsdienstleistungen zur Verfügung. Rufnummer: (TTY: 711). Italian: ATTENZIONE: In caso la lingua parlata sia l'italiano, sono disponibili servizi di assistenza linguistica gratuiti. Chiamare il numero (TTY: 711). Japanese: 注意事項 : 日本語を話される場合 無料の言語支援をご利用いただけます (TTY: 711) まで お電話にてご連絡ください Russian: ВНИМАНИЕ: Если вы говорите на русском языке, то вам доступны бесплатные услуги перевода. Звоните (телетайп: 711). Serbo-Croatian: OBAVJEŠTENJE: Ako govorite srpsko-hrvatski, usluge jezičke pomoći dostupne su vam besplatno. Nazovite (TTY: Telefon za osobe sa oštećenim govorom ili sluhom: 711). Tagalog: PAUNAWA: Kung nagsasalita ka ng Tagalog, maaari kang gumamit ng mga serbisyo ng tulong sa wika nang walang bayad. Tumawag sa (TTY: 711).

4 Discrimination is Against the Law Blue Cross Blue Shield of Michigan complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Blue Cross Blue Shield of Michigan does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex. Blue Cross Blue Shield of Michigan: Provides free aids and services to people with disabilities to communicate effectively with us, such as: o Qualified sign language interpreters o Written information in other formats (large print, audio, accessible electronic formats, other formats) Provides free language services to people whose primary language is not English, such as: o Qualified interpreters o Information written in other languages If you need these services, contact the Blue Cross Blue Shield of Michigan s Office of Civil Rights Coordinator. If you believe that Blue Cross Blue Shield of Michigan has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with: Office of Civil Rights Coordinator 600 E. Lafayette Blvd. MC 1302 Detroit, MI , TTY: 711 Fax: civilrights@bcbsm.com You can file a grievance in person or by mail, fax, or . If you need help filing a grievance, the Office of Civil Rights Coordinator is available to help you. You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at or by mail or phone at: U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C , (TDD) Complaint forms are available at

5 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 1 Table of Contents 2018 Evidence of Coverage Table of Contents This list of chapters and page numbers is your starting point. For more help in finding information you need, go to the first page of a chapter. You will find a detailed list of topics at the beginning of each chapter. Chapter 1. Getting started as a member... 4 Explains what it means to be in a Medicare health plan and how to use this booklet. Tells about materials we will send you, information about your plan premium, your plan membership card, and keeping your membership record up to date. Chapter 2. Important phone numbers and resources Tells you how to get in touch with our plan (Medicare Plus Blue Group PPO) and with other organizations including Medicare, the State Health Insurance Assistance Program (SHIP), the Quality Improvement Organization, Social Security, Medicaid (the state health insurance program for people with low incomes), and the Railroad Retirement Board. Chapter 3. Using the plan s coverage for your medical services Explains important things you need to know about getting your medical care as a member of our plan. Topics include using the providers in the plan s network and how to get care when you have an emergency. Chapter 4. Medical Benefits Chart (what is covered and what you pay) Gives the details about which types of medical care are covered and not covered for you as a member of our plan. Explains how much you will pay as your share of the cost for your covered medical care. Chapter 5. Asking us to pay our share of a bill you have received for covered medical services Explains when and how to send a bill to us when you want to ask us to pay you back for our share of the cost for your covered services. Chapter 6. Your rights and responsibilities Explains the rights and responsibilities you have as a member of our plan. Tells what you can do if you think your rights are not being respected.

6 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 2 Table of Contents Chapter 7. What to do if you have a problem or complaint (coverage decisions, appeals, complaints) Tells you step-by-step what to do if you are having problems or concerns as a member of our plan. Explains how to ask for coverage decisions and make appeals if you are having trouble getting the medical care you think is covered by our plan. This includes asking us to keep covering hospital care and certain types of medical services if you think your coverage is ending too soon. Explains how to make complaints about quality of care, waiting times, customer service, and other concerns. Chapter 8. Ending your membership in the plan Explains when and how you can end your membership in the plan. Explains situations in which our plan is required to end your membership. Chapter 9. Legal notices Includes notices about governing law and about nondiscrimination. Chapter 10. Definitions of important words Explains key terms used in this booklet. Appendix Exhibits Exhibit 1 - State Health Insurance Programs Exhibit 2 - Quality Improvement Organizations Exhibit 3 - State Medicaid Agencies

7 CHAPTER 1 Getting started as a member

8 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 4 Chapter 1. Getting started as a member Chapter 1. Getting started as a member SECTION 1 Introduction... 5 Section 1.1 You are enrolled in Medicare Plus Blue Group PPO, which is a Medicare PPO... 5 Section 1.2 What is the Evidence of Coverage booklet about?... 5 Section 1.3 Legal information about the Evidence of Coverage... 5 SECTION 2 What makes you eligible to be a plan member?... 6 Section 2.1 Your eligibility requirements... 6 Section 2.2 What are Medicare Part A and Medicare Part B?... 6 Section 2.3 Here is the plan service area for Medicare Plus Blue Group PPO... 7 Section 2.4 U.S. Citizen or Lawful Presence... 7 SECTION 3 What other materials will you get from us?... 7 Section 3.1 Your plan membership card Use it to get all covered care... 7 Section 3.2 The Provider Directory: Your guide to all providers in the plan s network... 8 SECTION 4 Your monthly premium for Medicare Plus Blue Group PPO... 9 Section 4.1 Information about your plan premium... 9 SECTION 5 Please keep your plan membership record up to date Section 5.1 How to help make sure that we have accurate information about you SECTION 6 We protect the privacy of your personal health information Section 6.1 We make sure that your health information is protected SECTION 7 How other insurance works with our plan Section 7.1 Which plan pays first when you have other insurance?... 11

9 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 5 Chapter 1. Getting started as a member SECTION 1 Section 1.1 Introduction You are enrolled in Medicare Plus Blue Group PPO, which is a Medicare PPO You are covered by Medicare, and you have chosen to get your Medicare health care coverage through our plan, Medicare Plus Blue Group PPO. Coverage under this Plan qualifies as minimum essential coverage (MEC) and satisfies the Patient Protection and Affordable Care Act s (ACA) individual shared responsibility requirement. Please visit the Internal Revenue Service (IRS) website at: for more information. There are different types of Medicare health plans. Medicare Plus Blue Group PPO is a Medicare Advantage PPO Plan (PPO stands for Preferred Provider Organization). This plan does not include Part D prescription drug coverage. Like all Medicare health plans, this Medicare PPO is approved by Medicare and run by a private company. Section 1.2 What is the Evidence of Coverage booklet about? This Evidence of Coverage booklet tells you how your Medicare and Michigan Public School Employees Retirement System benefits are combined into one plan. This booklet explains your rights and responsibilities, what is covered, and what you pay as a member of the plan. The words coverage and covered services refer to the medical care and services available to you as a member of Medicare Plus Blue Group PPO. It s important for you to learn what the plan s rules are and what services are available to you. We encourage you to set aside some time to look through this Evidence of Coverage booklet. If you are confused or concerned or just have a question, please contact our plan s Customer Service (phone numbers are printed on the back cover of this booklet). Section 1.3 Legal information about the Evidence of Coverage It s part of our contract with you This Evidence of Coverage is part of our contract with you about how Medicare Plus Blue Group PPO covers your care. Other parts of this contract include your enrollment form and any notices you receive from us about changes to your coverage or conditions that affect your coverage. These notices are sometimes called riders or amendments. The contract is in effect for months in which you are enrolled in Medicare Plus Blue Group PPO between January 1, 2018, and December 31, 2018.

10 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 6 Chapter 1. Getting started as a member Each calendar year, Medicare allows us to make changes to the plans that we offer. This means we can change the costs and benefits of Medicare Plus Blue Group PPO after December 31, We can also choose to stop offering the plan, or to offer it in a different service area, after December 31, Medicare must approve our plan each year Medicare (the Centers for Medicare & Medicaid Services) must approve Medicare Plus Blue Group PPO each year. You can continue to get Medicare coverage as a member of our plan as long as we choose to continue to offer the plan and Medicare renews its approval of the plan. SECTION 2 Section 2.1 What makes you eligible to be a plan member? Your eligibility requirements You are eligible for membership in our plan as long as: You meet the eligibility requirements for the Michigan Public School Employees Retirement System. o Please contact Office of Retirement Services (ORS) at , Monday through Friday, 8:30 a.m. to 5 p.m., Eastern time, for more information. You have both Medicare Part A and Medicare Part B (section 2.2 tells you about Medicare Part A and Medicare Part B) -- and -- you live in our geographic service area (section 2.3 below describes our service area) -- and you are a United States citizen or are lawfully present in the United States You are not eligible for membership in our plan if you enroll in another Medicare Advantage plan. Section 2.2 What are Medicare Part A and Medicare Part B? When you first signed up for Medicare, you received information about what services are covered under Medicare Part A and Medicare Part B. Remember: Medicare Part A generally helps cover services provided by hospitals (for inpatient services, skilled nursing facilities, or home health agencies). Medicare Part B is for most other medical services (such as physician s services and other outpatient services) and certain items (such as durable medical equipment (DME) and supplies).

11 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 7 Chapter 1. Getting started as a member This Medicare Plus Blue Group PPO plan combines benefits under Part A and Part B along with additional benefits approved by the Michigan Public School Employees Retirement System to form one plan. Section 2.3 Here is the plan service area for Medicare Plus Blue Group PPO Although Medicare is a federal program, Medicare Plus Blue Group PPO is available only to individuals eligible for the Michigan Public School Employees Retirement System sponsored health plan and who live in our plan service area. To remain a member of our plan, you must continue to reside in this service area. The service area is the United States and its territories. If you plan to move out of the service area, please contact Office of Retirement Services. Address and other demographic updates can be provided online at It is also important that you call Social Security if you move or change your mailing address. You can find phone numbers and contact information for Social Security in Chapter 2, Section 5. Section 2.4 U.S. Citizen or Lawful Presence A member of a Medicare health plan must be a U.S. citizen or lawfully present in the United States. Medicare (the Centers for Medicare & Medicaid Services) will notify Medicare Plus Blue Group PPO if you are not eligible to remain a member on this basis. Medicare Plus Blue Group PPO must disenroll you if you do not meet this requirement. SECTION 3 Section 3.1 What other materials will you get from us? Your plan membership card Use it to get all covered care While you are a member of our plan, you must use your membership card for our plan whenever you get any services covered by this plan. You should also show the provider your Medicaid card, if applicable. Here s a sample membership card to show you what yours will look like:

12 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 8 Chapter 1. Getting started as a member SAMPLE As long as you are a member of our plan you must not use your red, white, and blue Medicare card to get covered medical services (with the exception of routine clinical research studies and hospice services). Keep your red, white, and blue Medicare card in a safe place in case you need it later. Here s why this is so important: If you get covered services using your red, white, and blue Medicare card instead of using your Medicare Plus Blue Group PPO membership card while you are a plan member, you may have to pay the full cost yourself. If your plan membership card is damaged, lost, or stolen, call Customer Service right away and we will send you a new card. (Phone numbers for Customer Service are printed on the back cover of this booklet.) Section 3.2 The Provider Directory: Your guide to all providers in the plan s network The Provider Directory lists our network providers. What are network providers? Network providers are the doctors and other health care professionals, medical groups, hospitals, and other health care facilities that have an agreement with us to accept our payment and any plan cost-sharing as payment in full. We have arranged for these providers to deliver covered services to members in our plan. To locate network providers for your routine hearing exams and hearing aids, refer to the Routine Hearing Care section located in Chapter 4 Section 2.2. Why do you need to know which providers are part of our network? As a member of our plan, you can choose to receive care from out-of-network providers. Our plan will cover services from either in-network or out-of-network providers, as long as the services are covered benefits and medically necessary. However, if you use an out-ofnetwork provider, your share of the costs for your covered services may be higher. See Chapter 3 (Using the plan s coverage for your medical services) for more specific

13 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 9 Chapter 1. Getting started as a member information. To locate network providers for your routine hearing exams and hearing aids, refer to the Routine Hearing Care section located in Chapter 4 Section 2.2. If you don t have a copy of the Provider Directory, you can request a copy from Customer Service (phone numbers are printed on the back cover of this booklet). You may ask Customer Service for more information about our network providers, including their qualifications. You can use our provider search tool at Both Customer Service and the website can give you the most up-to-date information about changes in our network providers. You may also call providers to verify their participation. Members living outside of Michigan may use the Provider Locator to locate network providers. To locate network providers for your routine hearing exams and hearing aids, refer to the Routine Hearing Care section located in Chapter 4 Section 2.2. You have no benefits if you see a non-truhearing provider. SECTION 4 Section 4.1 Your monthly premium for Medicare Plus Blue Group PPO Information about your plan premium Your retirement system charges a premium for Medicare Plus Blue Group PPO coverage in You are also responsible for and must continue to pay your Medicare Part B premium to remain a member of the plan. Many members are required to pay other Medicare premiums In addition to paying the monthly plan premium, many members are required to pay other Medicare premiums. As explained in Section 2 above, in order to be eligible for our plan, you must be entitled to Medicare Part A and enrolled in Medicare Part B. For that reason, some plan members (those who aren t eligible for premium-free Part A) pay a premium for Medicare Part A. And most plan members pay a premium for Medicare Part B. You must continue paying your Medicare premiums to remain a member of the plan. Your copy of Medicare & You 2018 gives information about these premiums in the section called 2018 Medicare Costs. This explains how the Medicare Part B premium differs for people with different incomes. Everyone with Medicare receives a copy of Medicare & You each year in the fall. Those new to Medicare receive it within a month after first signing up. You can also download a copy of Medicare & You 2018 from the Medicare website ( Or, you can order a printed copy by phone at MEDICARE ( ), 24 hours a day, 7 days a week. TTY users call

14 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 10 Chapter 1. Getting started as a member SECTION 5 Section 5.1 Please keep your plan membership record up to date How to help make sure that we have accurate information about you Your membership record has information from your enrollment form, including your address and telephone number. It shows your specific plan coverage. The doctors, hospitals, and other providers in the plan s network need to have correct information about you. These network providers use your membership record to know what services are covered and the cost-sharing amounts for you. Because of this, it is very important that you help us keep your information up to date. If you need to make changes to the following, you can go online to You may also call Office of Retirement Services at : Changes to your name, your address, your address, or your phone number Enrollment in another group health insurance plan (such as from your employer, your spouse s employer, workers compensation, or Medicaid) or in another Medicare Advantage plan If you need to make any of these changes, contact Blue Cross Blue Shield Customer Service: If you have any liability claims, such as claims from an automobile accident If you have been admitted to a nursing home If you receive care in an out-of-area or out-of-network hospital or emergency room If your designated responsible party (such as a caregiver) changes This must also be reported to Office of Retirement Services at If you are participating in a clinical research study If any of this information changes, please let us know by calling Customer Service (phone numbers are printed on the back cover of this booklet). It is also important to contact Social Security if you move or change your mailing address. You can find phone numbers and contact information for Social Security in Chapter 2, Section 5.

15 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 11 Chapter 1. Getting started as a member Read over the information we send you about any other insurance coverage you have Medicare requires that we collect information from you about any other medical or drug insurance coverage that you have. Once each year, Office of Retirement Services conducts a verification of coverage. Please adhere to their rules and processes for verification. For more information about how other insurance works with our plan, see Section 7 in this chapter. SECTION 6 Section 6.1 We protect the privacy of your personal health information We make sure that your health information is protected Federal and state laws protect the privacy of your medical records and personal health information. We protect your personal health information as required by these laws. For more information about how we protect your personal health information, please go to Chapter 6, Section 1.4 of this booklet. SECTION 7 Section 7.1 How other insurance works with our plan Which plan pays first when you have other insurance? You are not eligible for coverage for any services under the Medicare Plus Blue Group PPO plan if you have other group health coverage or if you enroll in another Medicare Advantage plan. You must immediately notify Office of Retirement Services by calling if you have other group health coverage or enroll in another Medicare Advantage plan. The following types of coverage are not group health coverage and usually pay first: No-fault insurance (including automobile insurance) Liability (including automobile insurance) Black lung benefits Workers compensation Medicaid and TRICARE are not group health coverage and never pay first for Medicarecovered services. Some people with Medicare are also eligible for Medicaid or TRICARE. If you have Medicaid or TRICARE, your Medicare Plus Blue Group PPO plan pays first. If you have other insurance, tell your doctor, hospital, and pharmacy. If you have questions about who pays first, or you need to update your other insurance information, call Customer

16 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 12 Chapter 1. Getting started as a member Service (phone numbers are printed on the back cover of this booklet). You may need to give your plan member ID number to your other insurers (once you have confirmed their identity) so your bills are paid correctly and on time.

17 CHAPTER 2 Important phone numbers and resources

18 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 14 Chapter 2. Important phone numbers and resources Chapter 2. Important phone numbers and resources SECTION 1 Medicare Plus Blue Group PPO contacts (how to contact us, including how to reach Customer Service at the plan) SECTION 2 Medicare (how to get help and information directly from the federal Medicare program) SECTION 3 State Health Insurance Assistance Program (free help, information, and answers to your questions about Medicare) SECTION 4 Quality Improvement Organization (paid by Medicare to check on the quality of care for people with Medicare) SECTION 5 Social Security SECTION 6 Medicaid (a joint federal and state program that helps with medical costs for some people with limited income and resources) SECTION 7 How to contact the Railroad Retirement Board SECTION 8 Do you have group insurance or other health insurance from an employer?... 23

19 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 15 Chapter 2. Important phone numbers and resources SECTION 1 Medicare Plus Blue Group PPO contacts (how to contact us, including how to reach Customer Service at the plan) How to contact our plan s Customer Service For assistance with claims, billing or member card questions, please call or write to Medicare Plus Blue Group PPO Customer Service. We will be happy to help you. Method Customer Service Contact Information IN PERSON Walk-in Customer Service Centers to locate a walk-in center, go to: CALL TTY 711 FAX WRITE Calls to this number are free. Available from 8:30 a.m. to 5 p.m., Eastern time, Monday through Friday. Customer Service also has free language interpreter services available for non-english speakers. Calls to this number are free. Available from 8:30 a.m. to 5 p.m., Eastern time, Monday through Friday. Blue Cross Blue Shield of Michigan MPSERS-Medicare Plus Blue Group PPO Customer Service Inquiry Department P.O. Box E. Lafayette Blvd. Detroit, MI WEBSITE How to contact us when you are asking for a coverage decision, or making an appeal or complaint about your medical care A coverage decision is a decision we make about your benefits and coverage or about the amount we will pay for your medical services. An appeal is a formal way of asking us to review and change a coverage decision we have made.

20 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 16 Chapter 2. Important phone numbers and resources You can make a complaint about us or one of our network providers, including a complaint about the quality of your care. This type of complaint does not involve coverage or payment disputes. For more information on asking for coverage decisions, making an appeal or complaint about your medical care, see Chapter 9 (What to do if you have a problem or complaint (coverage decisions, appeals, complaints). You may call us if you have questions about our coverage decision process, appeals, and complaints. Method CALL TTY 711 Coverage Decisions, Appeals, and Complaints about Medical Care Contact Information Calls to this number are free. Available from 8:30 a.m. to 5 p.m., Eastern time, Monday through Friday. Calls to this number are free. Available from 8:30 a.m. to 5 p.m., Eastern time, Monday through Friday. FAX all appeals and complaints WRITE MEDICARE WEBSITE Blue Cross Blue Shield of Michigan Grievances and Appeals Department P.O. Box 2627 Detroit, MI You can submit a complaint about Medicare Plus Blue Group PPO directly to Medicare. To submit an online complaint to Medicare, go to Where to send a request asking us to pay for our share of the cost for medical care you have received For more information on situations in which you may need to ask us for reimbursement or to pay a bill you have received from a provider, see Chapter 5 (Asking us to pay our share of a bill you have received for covered medical services).

21 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 17 Chapter 2. Important phone numbers and resources Please note: If you send us a payment request and we deny any part of your request, you can appeal our decision. See Chapter 7 (What to do if you have a problem or complaint (coverage decisions, appeals, complaints)) for more information. Method Payment Requests Contact Information CALL Calls to this number are free. Available 8:30 a.m. to 5 p.m., Monday through Friday, Eastern time. TTY 711 Calls to this number are free. Available 8:30 a.m. to 5 p.m., Monday through Friday, Eastern time. FAX WRITE WEBSITE Blue Cross Blue Shield of Michigan Medicare Plus Blue Group PPO MPSERS Medicare Plus Blue Group PPO P.O. Box E. Lafayette Blvd. Detroit, MI medical-claim-form-ppo.pdf SECTION 2 Medicare (how to get help and information directly from the federal Medicare program) Medicare is the federal health insurance program for people 65 years of age or older, some people under age 65 with disabilities, and people with End-Stage Renal Disease (permanent kidney failure requiring dialysis or a kidney transplant). The federal agency in charge of Medicare is the Centers for Medicare & Medicaid Services (sometimes called CMS ). This agency contracts with Medicare Advantage organizations including us. Method Medicare Contact Information CALL MEDICARE, or Calls to this number are free. 24 hours a day, 7 days a week. TTY

22 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 18 Chapter 2. Important phone numbers and resources Method WEBSITE Medicare Contact Information This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. Calls to this number are free. This is the official government website for Medicare. It gives you up-to-date information about Medicare and current Medicare issues. It also has information about hospitals, nursing homes, physicians, home health agencies, and dialysis facilities. It includes booklets you can print directly from your computer. You can also find Medicare contacts in your state. The Medicare website also has detailed information about your Medicare eligibility and enrollment options with the following tools: Medicare Eligibility Tool: Provides Medicare eligibility status information. Medicare Plan Finder: Provides personalized information about available Medicare prescription drug plans, Medicare health plans, and Medigap (Medicare Supplement Insurance) policies in your area. These tools provide an estimate of what your out-of-pocket costs might be in different Medicare plans. You can also use the website to tell Medicare about any complaints you have about Medicare Plus Blue Group PPO: Tell Medicare about your complaint: You can submit a complaint about Medicare Plus Blue Group PPO directly to Medicare. To submit a complaint to Medicare, go to spx Medicare takes your complaints seriously and will use this information to help improve the quality of the Medicare program. If you don t have a computer, your local library or senior center may be able to help you visit this website using its computer. Or, you can call Medicare and tell them what information you are looking for. They will find the information on the website, print it out, and send it to you. (You can call Medicare at MEDICARE ( ), 24 hours a day, 7 days a week. TTY users should call )

23 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 19 Chapter 2. Important phone numbers and resources SECTION 3 State Health Insurance Assistance Program (free help, information, and answers to your questions about Medicare) The State Health Insurance Assistance Program (SHIP) is a government program with trained counselors in every state. In Michigan, the SHIP is called Michigan Medicare/Medicaid Assistance Program. For members residing in a state outside Michigan, refer to the exhibit in the back of this document that lists the State Health Insurance Assistance Programs available in each state. Michigan Medicare/Medicaid Assistance Program is independent (not connected with any insurance company or health plan). It is a state program that gets money from the federal government to give free local health insurance counseling to people with Medicare. Michigan Medicare/Medicaid Assistance Program counselors can help you with your Medicare questions or problems. They can help you understand your Medicare rights, help you make complaints about your medical care or treatment, and help you straighten out problems with your Medicare bills. Michigan Medicare/Medicaid Assistance Program counselors can also help you understand your Medicare plan choices and answer questions about switching plans. Method Michigan Medicare/Medicaid Assistance Program Contact Information CALL WRITE Michigan Medicare/Medicaid Assistance Program 6105 W. St Joseph Hwy., Suite 204 Lansing, MI WEBSITE State Health Insurance Assistance Programs in other states are listed in Exhibit 1 of the Appendix. SECTION 4 Quality Improvement Organization (paid by Medicare to check on the quality of care for people with Medicare) There is a designated Quality Improvement Organization for serving Medicare beneficiaries in each state. For Michigan, the Quality Improvement Organization is called KEPRO. For members residing in a state outside Michigan, refer to the exhibit in the back of this document that lists the State Health Insurance Assistance Programs available in each state.

24 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 20 Chapter 2. Important phone numbers and resources KEPRO has a group of doctors and other health care professionals who are paid by the federal government. This organization is paid by Medicare to check on and help improve the quality of care for people with Medicare. KEPRO is an independent organization. It is not connected with our plan. You should contact KEPRO in any of these situations: You have a complaint about the quality of care you have received. You think coverage for your hospital stay is ending too soon. You think coverage for your home health care, skilled nursing facility care, or Comprehensive Outpatient Rehabilitation Facility (CORF) services are ending too soon. Method KEPRO Contact Information CALL Calls to this number are free. 9 a.m. to 7 p.m., Eastern, Central and Mountain time, Monday through Friday 11 a.m. to 5 p.m., Eastern, Central and Mountain time, weekends and holidays TTY a.m. to 5 p.m., Eastern, Central and Mountain time, Monday through Friday 11 a.m. to 3 p.m., Eastern, Central and Mountain time, weekends and holidays WRITE WEBSITE This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. KEPRO Attn: Records Department 5201 W. Kennedy Blvd., Suite 900 Tampa, FL SECTION 5 Social Security Social Security is responsible for determining eligibility and handling enrollment for Medicare. U.S. citizens and lawful permanent residents who are 65 or older, or who have a disability or ESRD and meet certain conditions, are eligible for Medicare. If you are already getting Social Security checks, enrollment into Medicare is automatic. If you are not getting Social Security checks, you have to enroll in Medicare. Social Security

25 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 21 Chapter 2. Important phone numbers and resources handles the enrollment process for Medicare. To apply for Medicare, you can call Social Security or visit your local Social Security office. If you move or change your mailing address, it is important that you contact Social Security to let them know. Method Social Security Contact Information CALL Calls to this number are free. Available 7 a.m. to 7 p.m., Monday through Friday. You can use Social Security s automated telephone services to get recorded information and conduct some business 24 hours a day. TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. Calls to this number are free. Available 7 a.m. to 7 p.m., Monday through Friday. WEBSITE SECTION 6 Medicaid (a joint federal and state program that helps with medical costs for some people with limited income and resources) Medicaid is a joint federal and state government program that helps with medical costs for certain people with limited incomes and resources. Some people with Medicare are also eligible for Medicaid. In addition, there are programs offered through Medicaid that help people with Medicare pay their Medicare costs, such as their Medicare premiums. These Medicare Savings Programs help people with limited income and resources save money each year: Qualified Medicare Beneficiary (QMB): Helps pay Medicare Part A and Part B premiums, and other cost-sharing (like coinsurance, copayments and deductible). (Some people with QMB are also eligible for full Medicaid benefits (QMB+).) Specified Low-Income Medicare Beneficiary (SLMB): Helps pay Part B premiums. (Some people with SLMB are also eligible for full Medicaid benefits (SLMB+).)

26 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 22 Chapter 2. Important phone numbers and resources Qualified Individual (QI): Helps pay Part B premiums. Qualified Disabled & Working Individuals (QDWI): Helps pay Part A premiums. To find out more about Medicaid and its programs, contact the Michigan Department of Community Health Medical Services Administration. Method Michigan Department of Community Health Medical Services Administration Contact Information CALL WRITE WEBSITE Michigan Department of Health and Human Services 333 S. Grand Ave P.O. Box Lansing, MI or Medicaid programs in other states are listed in Exhibit 3 of the Appendix. SECTION 7 How to contact the Railroad Retirement Board The Railroad Retirement Board is an independent federal agency that administers comprehensive benefit programs for the nation s railroad workers and their families. If you have questions regarding your benefits from the Railroad Retirement Board, contact the agency. If you receive your Medicare through the Railroad Retirement Board, it is important that you let them know if you move or change your mailing address. Method Railroad Retirement Board Contact Information CALL Calls to this number are free. Available 9 a.m. to 3:30 p.m., Monday through Friday If you have a touch-tone telephone, recorded information and automated services are available 24 hours a day, including weekends and holidays.

27 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 23 Chapter 2. Important phone numbers and resources Method Railroad Retirement Board Contact Information TTY This number requires special telephone equipment and is only for people who have difficulties with hearing or speaking. Calls to this number are not free. WEBSITE SECTION 8 Do you have group insurance or other health insurance from an employer? If you (or your spouse) are enrolled in other group health insurance from an employer or a retiree group other than the Michigan Public School Employees Retirement System, you are not eligible for enrollment in this plan and you must contact Office of Retirement Services at

28 CHAPTER 3 Using the plan s coverage for your medical services

29 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 25 Chapter 3. Using the plan s coverage for your medical services Chapter 3. Using the plan s coverage for your medical services SECTION 1 Things to know about getting your medical care covered as a member of our plan Section 1.1 What are network providers and covered services? Section 1.2 Basic rules for getting your medical care covered by the plan SECTION 2 Using network and out-of-network providers to get your medical care Section 2.1 How to get care from specialists and other network providers Section 2.2 How to get care from out-of-network providers SECTION 3 How to get covered services when you have an emergency or urgent need for care or during a disaster Section 3.1 Getting care if you have a medical emergency Section 3.2 Getting care when you have an urgent need for services Section 3.3 Getting care during a disaster SECTION 4 What if you are billed directly for the full cost of your covered services? Section 4.1 You can ask us to pay our share of the cost of covered services Section 4.2 If services are not covered by our plan, you must pay the full cost SECTION 5 How are your medical services covered when you are in a clinical research study? Section 5.1 What is a clinical research study? Section 5.2 When you participate in a clinical research study, who pays for what? SECTION 6 Rules for getting care covered in a religious non-medical health care institution Section 6.1 What is a religious non-medical health care institution? Section 6.2 What care from a religious non-medical health care institution is covered by our plan? SECTION 7 Rules for ownership of durable medical equipment Section 7.1 Will you own the durable medical equipment after making a certain number of payments under our plan?... 34

30 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 26 Chapter 3. Using the plan s coverage for your medical services SECTION 1 Things to know about getting your medical care covered as a member of our plan This chapter explains what you need to know about using the plan to get your medical care coverage. It gives definitions of terms and explains the rules you will need to follow to get the medical treatments, services, and other medical care that are covered by the plan. For the details on what medical care is covered by our plan and how much you pay when you get this care, use the benefits chart in the next chapter, Chapter 4 (Medical Benefits Chart, what is covered and what you pay). Section 1.1 What are network providers and covered services? Here are some definitions that can help you understand how you get the care and services that are covered for you as a member of our plan: Providers are doctors and other health care professionals licensed by the state to provide medical services and care. The term providers also includes hospitals and other health care facilities. Network providers are the doctors and other health care professionals, medical groups, hospitals, and other health care facilities that have an agreement with us to accept our payment and your cost-sharing amount as payment in full. We have arranged for these providers to deliver covered services to members in our plan. The providers in our network bill us directly for care they give you. When you see a network provider, you pay only your share of the cost for their services. Covered services include all the medical care, health care services, supplies, and equipment that are covered by our plan. Your covered services for medical care are listed in the benefits chart in Chapter 4. To locate network providers for your routine hearing exams and hearing aids, refer to the Routine Hearing Care section. Section 1.2 Basic rules for getting your medical care covered by the plan As a Medicare health plan, Medicare Plus Blue Group PPO must cover all services covered by Original Medicare and must follow Original Medicare s coverage rules. Medicare Plus Blue Group PPO will generally cover your medical care as long as: The care you receive is included in the plan s Medical Benefits Chart (this chart is in Chapter 4 of this booklet). The care you receive is considered medically necessary. Medically necessary means that the services, supplies, or drugs are needed for the prevention, diagnosis,

31 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 27 Chapter 3. Using the plan s coverage for your medical services or treatment of your medical condition and meet accepted standards of medical practice. You receive your care from a provider who is eligible to provide services under Original Medicare. As a member of our plan, you can receive your care from either a network provider or an out-of-network provider (for more about this, see Section 2 in this chapter). o The providers in our network are listed in the Provider Directory. o If you use an out-of-network provider, your share of the costs for your covered services may be higher. o Please note: While you can get your care from an out-of-network provider, the provider must be eligible to participate in Medicare. Except for emergency care, we cannot pay a provider who is not eligible to participate in Medicare. If you go to a provider who is not eligible to participate in Medicare, you will be responsible for the full cost of the services you receive. Check with your provider before receiving services to confirm that they are eligible to participate in Medicare. o Although Original Medicare does not cover routine hearing exams and hearing aids, these services are covered by your retirement system plan. To locate network providers for your routine hearing exams and hearing aids, refer to the Routine Hearing Care section located in Chapter 4, Section 2.2. SECTION 2 Section 2.1 Using network and out-of-network providers to get your medical care How to get care from specialists and other network providers A specialist is a doctor who provides health care services for a specific disease or part of the body. There are many kinds of specialists. Here are a few examples: Oncologists care for patients with cancer. Cardiologists care for patients with heart conditions. Orthopedists care for patients with certain bone, joint, or muscle conditions. You don t need to get a referral when you get care from in-network providers. What if a specialist or another network provider leaves our plan? It is important that you know that we may make changes to the hospitals, doctors and specialists (providers) that are part of your plan during the year. There are a number of reasons why your provider might leave your plan but if your doctor or specialist does leave your plan you have certain rights and protections summarized below:

32 2018 Evidence of Coverage for Medicare Plus Blue Group PPO 28 Chapter 3. Using the plan s coverage for your medical services Even though our network of providers may change during the year, Medicare requires that we furnish you with uninterrupted access to qualified doctors and specialists. We will make a good faith effort to provide you with at least 30 days notice that your provider is leaving our plan so that you have time to select a new provider. We will assist you in selecting a new qualified provider to continue managing your health care needs. If you are undergoing medical treatment you have the right to request, and we will work with you to ensure, that the medically necessary treatment you are receiving is not interrupted. If you believe we have not furnished you with a qualified provider to replace your previous provider or that your care is not being appropriately managed you have the right to file an appeal of our decision. If you find out your doctor or specialist is leaving your plan please contact us so we can assist you in finding a new provider and managing your care. If you have questions regarding this process or need to locate a new provider in your area, you may contact Customer Service at the phone number on the back cover. Section 2.2 How to get care from out-of-network providers As a member of our plan, you can choose to receive most of your care from out-of-network providers. However, your routine hearing exams and hearing aids are not covered unless you call TruHearing at (TTY 711) and follow the instructions you are given. You have no routine hearing care benefits if you see a non-truhearing provider. Please note providers that do not contract with us are under no obligation to treat you, except in emergency situations. Our plan will cover most services from either in-network or out-of-network providers, as long as the services are covered benefits and are medically necessary. However, if you use an out-of-network provider, your share of the costs for your covered services may be higher. Here are other important things to know about using out-of-network providers: You can get your care from an out-of-network provider; however, in most cases that provider must be eligible to participate in Medicare. Except for emergency care, we cannot pay a provider who is not eligible to participate in Medicare. If you receive care from a provider who is not eligible to participate in Medicare, you will be responsible for the full cost of the services you receive. Check with your provider before receiving services to confirm that they are eligible to participate in Medicare. You don t need to get a referral or prior authorization when you get care from out-ofnetwork providers. However, before getting services from out-of-network providers you may want to ask for a pre-visit coverage decision to confirm that the services you are getting are covered and are medically necessary. (See Chapter 7, Section 4 for information about asking for coverage decisions.) This is important because: