community. Welcome to the Florida M*Plus Medicaid Welcome Enrollee Handbook Other Information

Transcription

1 Welcome to the community. Florida M*Plus Medicaid Welcome Enrollee Handbook Other Information 2017 United Healthcare Services, Inc. All rights reserved. AHCA-2/17-10/ CSFL16MC _001

2 Welcome. Welcome to UnitedHealthcare Community Plan. Please take a few minutes to review this Enrollee Handbook. We re ready to answer any questions you may have. You can find answers to most questions at myuhc.com/communityplan. Or, you can call Customer Service at , TTY 711, Monday through Friday, 8:00 a.m. 7:00 p.m. Eastern time.

3 Getting started. We want you to get the most from your health plan right away. Start with these three easy steps: 1 Call your Primary Care Provider (PCP) and schedule a checkup. Regular checkups are important for good health. Your PCP s phone number should be listed on the enrollee ID card that you recently received in the mail. If you don t know your PCP s number, or if you d like help scheduling a checkup, call Customer Service at , TTY 711. We re here to help. 2 Take your Health Assessment. This is a short and easy way to get a big picture of your current lifestyle and health. This helps us match you with the benefits and services available to you. Go to myuhc.com/communityplan to complete the Health Assessment today. Also, we will call you soon to welcome you to the UnitedHealthcare Community Plan. During this call, we can explain your health plan benefits. We can also help you complete the Health Assessment over the phone. See page 9. 3 Get to know your health plan. Start with the Health Plan Highlights section on page 7 for a quick overview of your new plan. And be sure to keep this booklet handy, for future reference. CSFL16MC _001

4 Thank you for choosing UnitedHealthcare Community Plan for your health plan. We re happy to have you as an enrollee. You ve joined the millions of enrollees who have health insurance with UnitedHealthcare Community Plan. You ve made the right choice for you and your family. UnitedHealthcare Community Plan gives you access to many health care providers doctors, nurses, hospitals and pharmacies so you have access to all the health services you need. We cover preventive care, checkups and treatment services. We re dedicated to improving your health and well-being. You can go to the Agency for Health Care Administration s website where you can view our health plan s performance measure results and compare with those of other health plans: Remember, answers to any questions you have are just a click away at myuhc.com/communityplan. Or, you can call Customer Service at , TTY 711, Monday through Friday 8:00 a.m. 7:00 p.m. Eastern time. Our Customer Service staff can: Explain your covered services Assist you with claims and billing issues Replace identification cards Make changes in your address or telephone number Listen and help you with a problem Describe our quality benefit enhancements Provide our quality performance ratings (including pay incentives, if applicable), quality enhancements, member satisfaction survey results, structure and operation of the Health Plan.

5 Table of Contents 7 Health Plan Highlights 7 Enrollee ID Card 8 Benefits at a Glance 9 Your Health Assessment 10 Enrollee Support 12 Using Your Pharmacy Benefit 14 Going to the Doctor 14 Your Primary Care Provider (PCP) 15 Annual Checkups 17 Recommended Health Screenings 22 Making an Appointment With Your PCP 22 Preparing for Your PCP Appointment 23 NurseLine SM Services 24 If You Need Care and Your Provider s Office Is Closed 24 Referrals and Specialists 25 Getting a Second Opinion 25 Prior Authorizations 25 Continued Care if Your PCP Leaves the Network 26 If You Need Care When Out of Town 26 Transportation Services 27 Hospitals and Emergencies 27 Emergency Care 27 Urgent Care 28 Hospital Services 28 Emergency Dental Care 28 Post-Stabilization Services 28 No Medical Coverage Outside of U.S.

6 Table of Contents (continued) 29 Pharmacy 29 Prescription Drugs 30 Specialty Pharmacy 30 Over-the-Counter (OTC) Medicines 31 Injectable Medicines 31 Pharmacy Home 32 Benefits 32 Benefits Covered by UnitedHealthcare Community Plan 39 Consent Form Required Services 39 Regular Medicaid Services 39 New Technology 40 Disease and Care Management 40 Wellness Programs 41 For Moms-to-Be and Children 43 Other Plan Details 43 Finding a Network Provider 43 Provider Directory 44 Interpreter Services and Language Assistance 44 Enrollment 47 Updating Your Information 47 Fraud and Abuse 48 Advance Directives 51 Living Will Form 52 Area Agencies on Aging 54 Enrollee Rights and Responsibilities 56 Other Benefits 57 Appeals and Grievances 61 Privacy Notices

7 Enrollee ID Card Health Plan (80840) Member ID: Group Number: Member: Subscriber Brown Payer ID: PCP Name: Provider Brown PCP Phone: (999) Rx Bin: Rx Grp: ACUFL EffectiveDate Rx PCN: /99/9999 COPAY:TIER 1 Copay: OFFICE/SPEC/ER/UrgCare $0 $0/$0/$0/$0 DOI Underwritten by UnitedHealthcare of Florida, Inc. Name of your Primary Care Provider Health Plan Highlights Information for your pharmacist Your plan ID number Your enrollee ID number Customer Service phone number In an emergency go to nearest emergency room or call 911. Printed: 10/13/11 This card does not guarantee coverage. For coordination of care call your PCP. To verify benefits or to find a provider, visit the website or call. For Members: TTY 711 Statewide Consumer Call Center Mental Health: For Providers: Medical Claims: PO Box 31362, Salt Lake City, UT Health Plan: 3100 SW 145th Ave., 2nd Floor, Miramar, FL Pharmacy Claims: OptumRx, PO Box 29044, Hot Springs, AR For Pharmacists: Your enrollee ID card holds a lot of important information. It gives you access to your covered benefits. You should have received your enrollee ID card in the mail within 10 days of joining UnitedHealthcare Community Plan. Each family member will have their own card. Check to make sure that all the information is correct. If any information is wrong, call Customer Service at , TTY 711. Take your enrollee ID card to your appointments. Show it when you fill a prescription. Have it ready when you call Customer Service; this helps us serve you better. Do not let someone else use your card(s). It is against the law. Show both cards. Always show your UnitedHealthcare ID card and your state Medicaid card when you get care. This helps ensure that you get all the benefits available. It also prevents billing mistakes. Mental Health Services Lost your enrollee ID card? If you or a family member loses a card, you can print a new one at myuhc.com/communityplan. 7 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

8 Health Plan Highlights Benefits at a Glance As a UnitedHealthcare Community Plan enrollee, you have a variety of health care benefits and services available to you. Here is a brief overview. You ll find a complete listing in the Benefits section. Primary Care Services. You are covered for all visits to your Primary Care Provider (PCP). Your PCP is the main doctor you will see for most of your health care. This includes checkups, treatment for colds and flu, health concerns and health screenings. Large Provider Network. You can choose any PCP from our large network of providers. Our network also includes specialists, hospitals and pharmacies giving you many options for your health care. Find a complete list of network providers at myuhc.com/communityplan or call , TTY 711. NurseLine SM. NurseLine gives you 24/7 telephone access to experienced registered nurses. They can give you information, support and education for any health-related question or concern. Specialist Services. Your coverage includes services from specialists. Specialists are doctors or nurses who are highly trained to treat certain conditions. You may need a referral from your PCP first. See page 24. Medicines. Your plan covers prescription drugs with no copays for enrollees of all ages. Also covered: insulin, needles and syringes, birth control, coated aspirin for arthritis, iron pills and chewable vitamins. Hospital Services. You re covered for hospital stays. You re also covered for outpatient services. These are services you get in the hospital without spending the night. 8

9 Laboratory Services. Covered services include tests and X-rays that help find the cause of illness. Well-Child Visits. All well-child visits and immunizations are covered by your plan. Maternity and Pregnancy Care. You are covered for doctor visits before and after your baby is born. That includes hospital stays. If needed, we also cover home visits after the baby is born. Family Planning. You are covered for services that help you manage the timing of pregnancies. These include birth control products and procedures. Vision Care. Your vision benefits include routine eye exams and glasses. Your Health Assessment A Health Assessment is a short and easy survey that asks you simple questions about your lifestyle and your health. When you fill it out and mail it to us, we can get to know you better. And it helps us match you with the many benefits and services available to you. Please take a few minutes to fill out the Health Assessment at myuhc.com/communityplan. Click on the Health Assessment button on the right side of the page, after you register and/or log in. Or call Customer Service at , TTY 711 to complete it by phone. 9 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

10 Health Plan Highlights Enrollee Support We want to make it as easy as possible for you to get the most from your health plan. As our enrollee, you have many services available to you, including transportation and interpreters if needed. And if you have questions, there are many places to get answers. Website offers 24/7 access to plan details. Go to myuhc.com/communityplan to sign up for Web access to your account. This secure website keeps all of your health information in one place. In addition to plan details, the site includes useful tools that can help you: Complete your Health Assessment. Print a new enrollee ID card. Find a provider or pharmacy. Search for a medicine in the Preferred Drug List. Get benefit details. Download a new Enrollee Handbook. Customer Service is available seven days a week. Customer Service can help with your questions or concerns. This includes: Understanding your benefits. Help getting a replacement enrollee ID card. Finding a doctor or urgent care clinic. Call , TTY 711, 7:00 a.m. to 8:00 p.m. local time, 7 days a week. Care Management program. If you have a chronic health condition, like asthma or diabetes, you may benefit from our Care Management program. We can help with a number of things, like scheduling doctor appointments and keeping all your providers informed about the care you get. To learn more, call toll-free: Transportation services are available. As a UnitedHealthcare enrollee, non-emergency transportation is offered to and from services as described in the benefits section of this handbook. 10

11 We speak your language. If you speak a language other than English, we can provide translated printed materials. Or we can provide an interpreter who can help you understand these materials. You ll find more information about Interpretive Services and Language Assistance in the section called Other Plan Details. Or call Customer Service at , TTY 711. Si usted habla un idioma que no sea inglés, podemos proporcionar materiales impresos traducidos. O podemos proporcionar un intérprete que puede ayudar a entender estos materiales. Encontrará más información acerca de servicios de interpretación y asistencia lingüística en la sección Otros detalles del plan. O llame a Servicios para Miembros al , TTY 711. Si ou ta renmen resevwa dokiman manm ansanm avèk tiliv enfòmasyon sa a an Kreyòl, rele Sèvis Kliyan. Rele gratis nan nimewo , TTY 711. Tiliv enfòmasyon pou manm yo disponib an Kreyòl sou sit wèb nou an. Emergencies. In case of emergency, call Other important numbers. Agency For Health Care Administration Consumer Hotline To Report Health Care Fraud To Report Abuse, Neglect, or Exploitation, call the Statewide Abuse Hotline ABUSE To Enroll or Check Eligibility: Choice Counseling Medicaid Area Offices: Area 3A (Putnam County) Area 3B (Citrus, Lake, Hernando and Marion Counties) Area 4 (Baker, Clay, Duval, Flagler, Nassau and Volusia Counties) Area 5 (Pasco and Pinellas Counties) Area 6 (Highlands, Hillsborough, Manatee and Polk Counties) Area 7 (Brevard, Osceola and Seminole Counties) Area 9 (Palm Beach County) Area 10 (Broward County) Area 11 (Dade County) To file a complaint about Medicaid services, please call or visit us online at To file a complaint about a health care facility, please call Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

12 Health Plan Highlights You can start using your pharmacy benefit right away. Your plan covers a long list of medicines, or prescription drugs. Medicines that are covered are on the plan s Preferred Drug List. Your doctor uses this list to make sure the medicines you need are covered by your plan. You can find the Preferred Drug List online at myuhc.com/communityplan. You can also search by a medicine name on the website. It s easy to start getting your prescriptions filled. Here s how: 1 Are your medicines included on the Preferred Drug List? Yes. If your medicines are included on the Preferred Drug List, you re all set. Be sure to show your pharmacist your latest enrollee ID card every time you get your prescriptions filled. No. If your prescriptions are not on the Preferred Drug List, schedule an appointment with your doctor within the next 30 days. They may be able to help you switch to a drug that is on the Preferred Drug List. Your doctor can also help you ask for an exception if they think you need a medicine that is not on the list. Not sure. View the Preferred Drug List online at myuhc.com/communityplan (click on Find A Drug on the left side of the screen). You can also call Customer Service. We re here to help. 12

13 2 3 Do you have a prescription? When you have a prescription from your doctor, or need to refill your prescription, go to a network pharmacy. Show the pharmacist your enrollee ID card. You can find a list of network pharmacies in the Provider Directory online at myuhc.com/communityplan, or you can call Customer Service. Do you need to refill a drug that s not on the Preferred Drug List? If you need refills of medicines that are not on the Preferred Drug List, you can get a temporary 5-day supply. To do so, visit a network pharmacy and show your enrollee ID card. If you don t have your enrollee ID card, you can show the pharmacist the information below. Talk to your doctor about your prescription options. Attention Pharmacist Please process this UnitedHealthcare Community Plan enrollee s claim using: BIN: Processor Control Number: 9999 Group: ACUFL If you receive a message that the enrollee s medication needs a prior authorization or is not on our formulary, please call OptumRx at for a transitional supply override. 13 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

14 Going to the Doctor Your Primary Care Provider (PCP) We call the main doctor you see a Primary Care Provider, or PCP. When you see the same PCP over time, it s easier to develop a relationship with them. Each family member can have their own PCP, or you may all choose to see the same person. You will see your PCP for: Routine care, including yearly checkups. Coordinate your care with a specialist. Treatment for colds and flu. Other health concerns. What is a Network Provider? You have options. You can choose between many types of network providers for your PCP. Some types of PCPs include: Family doctor (also called a general practitioner) cares for children and adults. Internal medicine doctor (also called an internist) cares for adults. Pediatrician cares for children and newborns. Choosing your PCP. If you ve been seeing a doctor before becoming a UnitedHealthcare enrollee, check to see if your doctor is in our network. If you re looking for a new PCP, consider choosing one who s close to your home or work. This may make it easier to get to appointments. Network Providers have contracted with UnitedHealthcare Community Plan to care for our enrollees. You don t need to call us before seeing one of these providers. There may be times when you need to get services outside of our network. Call Customer Service to learn if they are covered in full. You may have to pay for those services. 14

15 Going to the Doctor There are three ways to find the right PCP for you. 1. Look through our printed Provider Directory. 2. Use the Find-A-Doctor search tool at myuhc.com/communityplan. 3. Call Customer Service at , TTY 711. We can answer your questions and help you find a PCP close to you. Once you choose a PCP, call Customer Service and let us know. We will make sure your records are updated. If you don t want to choose a PCP, UnitedHealthcare can choose one for you, based on your location and language spoken. Changing your PCP. It s important that you like and trust your PCP. You can change PCPs at any time. Call Customer Service and we can help you make the change. Annual Checkups The importance of your annual checkup. You don t have to be sick to go to the doctor. In fact, yearly checkups with your PCP can help keep you healthy. In addition to checking on your general health, your PCP will make sure you get the screenings, tests and shots you need. And if there is a health problem, they re usually much easier to treat when caught early. Here are some important screenings. How often you get a screening is based on your age and risk factors. Talk to your doctor about what s right for you. For women. Pap smear helps detect cervical cancer. Breast exam/mammography helps detect breast cancer. For men. Testes exam helps detect testicular cancer. Prostate exam helps detect prostate cancer. Learn more about network doctors. You can learn information about network doctors, such as board certifications, and languages they speak, at myuhc.com/communityplan, or by calling Customer Service. 15 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

16 Going to the Doctor Well-child visits. Well-child visits are a time for your PCP to see how your child is growing and developing. They will also give the needed screenings, like speech and hearing tests, and immunizations during these visits. These routine visits are also a great time for you to ask any questions you have about your child s behavior and overall well-being, including: Eating. Sleeping. Behavior. Social interactions. Physical activity. Checkup schedule. It s important to schedule your well-child visits for these ages: 3 to 5 days 1 month 2 months 4 months 6 months 9 months 12 months 15 months 18 months 24 months 30 months 3 years 4 years Once a year after age 5 Here are shots the doctor will likely give, and how they protect your child: Hepatitis A and Hepatitis B: prevent two common liver infections. Rotavirus: protects against a virus that causes severe diarrhea. Diphtheria: prevents a dangerous throat infection. Tetanus: prevents a dangerous nerve disease. Pertussis: prevents whooping cough. HiB: prevents childhood meningitis. Meningococcal: prevents bacterial meningitis. Polio: prevents a virus that causes paralysis. MMR: prevents measles, mumps and rubella. Varicella: prevents chickenpox. Influenza: protects against the flu virus. Pneumococcal: prevents ear infections, blood infections, pneumonia and bacterial meningitis. HPV: protects against a sexually transmitted virus that can lead to cervical cancer in women and genital warts in men. 16

17 Recommended Health Screenings We use preventive care guidelines from the U.S. Preventive Services Task Force. Coverage and reimbursement may vary depending on state or federal law. It may vary depending on your coverage plan. Call Customer Service at the number shown on your ID card if you have any questions. Guidelines for Maintaining Your Health Screening: Children ages 0 to 18 years. Age Screening test Frequency Newborn Newborn screening (PKU, sickle cell, hemoglobinopathies, hypothyroidism) During newborn period Birth 2 months Head circumference At each well-child visit Birth 2 years Length and weight At each well-child visit 2 18 years Height and weight At each well-child visit 3 4 years Eye screening Once Younger than 5 years Dental health At each well-child visit 17 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

18 Going to the Doctor Immunization schedule: Children ages 0 to 6 years.* Range of recommended ages Catch-up immunization Certain high-risk groups Vaccine Birth 1 month 2 months 4 months 6 months 12 months 15 months 18 months months 2 3 years 4 6 years Hepatitis B HepB HepB HepB Series Rotavirus Rota Rota Rota Diphtheria, Tetanus, Pertussis DTaP DTaP DTaP DTaP DTaP Haemophilus influenzae type b Hib Hib Hib Hib Hib Pneumococcal PCV PCV PCV PCV PCV PCV Inactivated Poliovirus IPV IPV IPV IPV Influenza Influenza (yearly) Measles, Mumps, Rubella MMR MMR Varicella Varicella Varicella Hepatitis A HepA (2 doses) HepA Series Meningococcal MPSV4 * SOURCE: Recommended Childhood and Adolescent Immunization Schedule United States, 2006, MMWR, Morbidity and Mortality Weekly Report, Vol 54, No MM51;0, Centers for Disease Control and Prevention, Department of Health and Human Services. 18

19 Immunization schedule: Children ages 7 to 18 years.* Range of recommended ages Catch-up immunization Certain high-risk groups Vaccine Tetanus, Diphtheria, Pertussis Human Papillomavirus (for females only) 7 10 years year assessment Tdap HPV (3 doses) Meningococcal MCV4 MCV4 Pneumococcal Influenza Hepatitis A Hepatitis B Inactivated Poliovirus Measles, Mumps, Rubella Varicella years PPV Influenza (yearly) HepA Series HepB Series IPV Series MMR Series Varicella Series 15 years Tdap HPV Series MCV4 MCV years * SOURCE: Recommended Childhood and Adolescent Immunization Schedule United States, 2006, MMWR, Morbidity and Mortality Weekly Report, Vol 54, No MM51;0, Centers for Disease Control and Prevention, Department of Health and Human Services. 19 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

20 Going to the Doctor Preventive care guidelines: Adults over age 18. Range of recommended ages Years of age Screening Blood Pressure, Height, and Weight Obesity Cholesterol At each preventive visit At each visit Men: Every 5 years Women: Every 5 years Cervical cancer screening Annually beginning at age 18 or age of sexual activity, and every three years after three consecutive normal tests Chlamydia/Gonorrhea Mammography Prostate Cancer Colorectal Cancer* (Colonoscopy) Women: every one to two years Men: as directed by your doctor Every 5 years Osteoporosis At age 65 Alcohol Use, Depression Periodically 20

21 Years of age Tetanus-Diphtheria (Td/Tdap) Varicella (VZV) Shingles (Herpes Zoster) Measles, Mumps, Rubella (MMR) Pneumococcal Influenza Hepatitis B/Hepatitis A Meningococcal Human Papillomavirus (HPV) One dose Immunization Persons not already immune Upper age limits should be individualized for each patient. Range of recommended ages Every 10 years Susceptibles only two doses Yearly Persons at risk For certain high-risk groups** One dose after age 60 One dose * See for U.S. Preventive Services Task Force recommendations on colorectal cancer screening and other clinical preventive services. ** High risk is defined as adults who have terminal complement deficiencies, had their spleen removed, their spleen does not function or they have medical, occupation, lifestyle or other indications such as college freshmen living in dormitory or other group living conditions. 21 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

22 Going to the Doctor Making an Appointment With Your PCP Call your doctor s office directly. The number should be on your Enrollee ID card. When you call to make an appointment, be sure to tell the office what you re coming in for. This will help make sure you get the care you need, when you need it. This is how quickly you can expect to be seen: How long it should take to see your PCP: Emergency Urgent (but not an emergency) Routine Preventive, Well-Child and Regular Immediately or sent to an emergency facility. Within 1 day or 24 hours. Within 1 week or 7 days. Within 1 month. Preparing for Your PCP Appointment Before the visit. 1 Go in knowing what you want to get out of the visit (relief from symptoms, a referral to a specialist, specific information, etc.). 2 Make note of any new symptoms and when they started. 3 Make a list of any drugs or vitamins you take on a regular basis. During the visit. When you are with the doctor, feel free to: Ask questions. Take notes if it helps you remember. Ask the doctor to speak slowly or explain anything you don t understand. Ask for more information about any medicines, treatments or conditions. 22

23 NurseLine SM Services Your 24-Hour Health Information Resource When you re sick or injured, it can be difficult to make health care decisions. You may not know if you should go to the emergency room, visit an urgent care center, make a provider appointment or use self-care. An experienced NurseLine nurse can give you information to help you decide. Nurses can provide information and support for many health situations and concerns, including: Minor injuries. Common illnesses. Self-care tips and treatment options. Recent diagnoses and chronic conditions. Choosing appropriate medical care. Illness prevention. Nutrition and fitness. Questions to ask your provider. How to take medication safely. Men s, women s and children s health. You may just be curious about a health issue and want to learn more. Experienced registered nurses can provide you with information, support and education for any health-related question or concern. Simply call the toll-free number or TTY 711 for the hearing impaired. You can call the toll-free NurseLine number any time, 24 hours a day, 7 days a week. And, there s no limit to the number of times you can call. 23 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

24 Going to the Doctor If You Need Care and Your Provider s Office Is Closed Call your PCP if you need care that is not an emergency. Your provider s phone is answered 24 hours a day, 7 days a week. Your provider or someone from the office will help you make the right choice for your care. You may be told to: Go to an after-hours clinic or urgent care center. Go to the office in the morning. Go to the emergency room (ER). Get medicine from your pharmacy. Referrals and Specialists A referral is when your PCP says you need to go to another doctor who focuses on caring for a certain part of the body or treating a specific condition. This other doctor is called a specialist. You must see your PCP before you see a specialist. If your doctor wants you to see a specialist that you do not want to see, you can ask your PCP to give you another name. A couple of examples of specialists include: Cardiologist for problems with the heart. Pulmonologist for problems with the lungs and breathing. You do not need a referral from your PCP for: Emergency services. OB/GYN. Optometry. Podiatry. Dermatologist. Behavioral Health. Health/Substance Abuse Professionals. Chiropractors. 24

25 Getting a Second Opinion As a member of the UnitedHealthcare Community Plan, you have the right to get a second medical opinion at no cost to you. Contact your primary care provider to set up a second medical opinion. You can get a second opinion from a network or out-of-network provider. Please see the Prior Authorizations section below before getting care from an out-of-network provider. Prior Authorizations In some cases your provider must get permission from the health plan before giving you a certain service. This is called prior authorization. This is your provider s responsibility. If they do not get prior authorization, you will not be able to get those services. You do not need prior authorization for advanced imaging services that take place in an emergency room, observation unit, urgent care facility or during an inpatient stay. You do not need a prior authorization for emergencies. You also do not need prior authorization to see a women s health care provider for women s health services or if you are pregnant. You do not need prior authorization for family planning services. A prior authorization may be needed. Some services that need prior authorization include: Hospital admissions. Home health care services. Certain outpatient imaging procedures, including MRIs, MRAs, CT scans and PET scans. Sleep studies. Out-of-network providers. Continued Care if Your PCP Leaves the Network Sometimes PCPs leave the network. If this happens to your PCP, you will receive a letter from us letting you know. Sometimes UnitedHealthcare Community Plan will pay for you to get covered services from doctors for a short time after they leave the network. You may be able to get continued care and treatment when your doctor leaves the network if you are being actively treated for a serious medical problem. For example, you may qualify if you are getting chemotherapy for cancer or are at least six months pregnant when your doctor leaves the network. To ask for this, please call your doctor. Ask them to request an authorization for continued care and treatment from UnitedHealthcare. 25 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

26 Going to the Doctor If You Need Care When Out of Town UnitedHealthcare Community Plan will pay for routine care out-of-area only if: You call your PCP first and he or she says that it is important that you get care before you return home. Transportation Services Medical transport is covered for some medical care. If you have no other way to get to the doctor, live in an area with no public transport or cannot use public transport due to a health condition or disability, call our Transportation Services (LogistiCare) at Your ride will be comfortable and safe. To schedule a ride: Call LogistiCare at Monday Friday between 8:00 a.m. and 8:00 p.m. Call at least 3 business days before your appointment. Urgent Care and same-day rides are accepted. Rides can be scheduled up to 30 days in advance. You may also schedule rides on the LogistiCare website: Give them the address of your medical provider. Tell them if you need a wheelchair lift. They will also ask you for: Your ID number. Your first and last name. The address of the location you are visiting. Your appointment time and location. Your date of birth. When it is time for your ride: LogistiCare will call to ask you if you still need a ride. You will then know the name of the company that will be picking you up. If you need help, you may bring someone to the appointment with you. If your ride is late, call If the ride home has not been scheduled for a specific time, call when you are ready to go home. If you have a complaint about the transportation service, call Customer Service at , TTY

27 Emergency Care Hospital emergency rooms are there to offer emergency treatment for trauma, serious injury and life-threatening symptoms. Reasons to go to the ER include: Serious illness. Broken bones. Heart attack. Poisoning. Severe cuts or burns. Emergency behavioral health services. UnitedHealthcare Community Plan covers any emergency care you need throughout the United States and its territories. Within 24 hours after your visit, call Customer Service at , TTY 711. You should also call your PCP and let them know about your visit so they can provide follow-up care if needed. Urgent Care Hospitals and Emergencies Urgent care clinics are there for you when you need to see a doctor for a non-life-threatening condition but your PCP isn t available or it s after clinic hours. Common health issues ideal for urgent care include: Sore throat. Flu. Ear infection. Low-grade fever. Minor cuts or burns. Sprains. If you or your children have an urgent problem, call your PCP first. Your doctor can help you get the right kind of care. Your doctor may tell you to go to urgent care or the emergency room. Don t wait. If you need emergency care, call 911 or go to the nearest hospital. The hospital does not have to be in the network or the Plan s service area. Planning ahead. It s good to know what urgent care clinic is nearest to you. You can find a list of urgent care clinics in your Provider Directory. Or you can call Customer Service at , TTY Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

28 Hospitals and Emergencies Hospital Services There are times when your health may require you to go to the hospital. There are both inpatient and outpatient hospital services. Outpatient services include X-rays, lab tests and minor surgeries. Your PCP will tell you if you need outpatient services. Your doctor s office can help you schedule them. Inpatient services require you to stay overnight at the hospital. These can include serious illness, surgery or having a baby. Going to the hospital. You should go to the hospital only if you need emergency care or if your doctor told you to go. Inpatient services require you to be admitted (called a hospital admission) to the hospital. The hospital will contact UnitedHealthcare Community Plan and ask for authorization for your care. If the doctor who admits you to the hospital is not your PCP, you should call your PCP and let them know you are being admitted to the hospital. Emergency Dental Care Emergency dental care services to control pain, bleeding or infection are covered by your plan. Post-Stabilization Services Post-stabilization services are covered and provided without prior authorization. These are services that are medically necessary after an emergency medical condition has been stabilized. No Medical Coverage Outside of U.S. If you are outside of the United States and need medical care, any health care services you receive will not be covered by UnitedHealthcare Community Plan. Medicaid cannot pay for any medical services you get outside of the United States. 28

29 Prescription Drugs Pharmacy Your benefits include prescription drugs. UnitedHealthcare Community Plan covers hundreds of prescription drugs from hundreds of pharmacies. The full list of covered drugs is included in the Preferred Drug List. You can fill your prescription at any in-network pharmacy. All you have to do is show your enrollee ID card. Generic and brand name drugs. UnitedHealthcare requires enrollees to use drugs on the preferred drug list which includes brand name and generic drugs. Generic drugs have the same ingredients as brand name drugs they often cost less and they work the same. In some cases, a limited number of brand name drugs are covered. These are limited to certain classes (or types) of drugs. Some of these may require prior authorization by UnitedHealthcare Community Plan. What is the Preferred Drug List? The State of Florida (AHCA) selects which drugs are covered under your plan, and requires all health plans follow their list. You can view the most recent list online at myuhc.com/communityplan, or contact Customer Service with any questions you may have. Changes to the Preferred Drug List. The list of covered drugs is reviewed by the State of Florida (AHCA) on a regular basis and may change when brand or generic drugs are available. 29 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

30 Pharmacy Specialty Pharmacy In some cases you may be prescribed a medication not carried by most standard pharmacies, which can only be filled at a Specialty Pharmacy. If this occurs, UnitedHealthcare may assign you to a network specialty pharmacy to assist with having the prescription filled in your area. If you are assigned to a specialty pharmacy, you will receive a letter providing the name and location. If you prefer another specialty pharmacy, you do have 30 days to request a change by calling Customer Service at , TTY 711. After 30 days your request will need to be in writing to: UnitedHealthcare Community Plan 3100 SW 145th Ave Miramar, Florida Over-the-Counter (OTC) Medicines UnitedHealthcare Community Plan also covers many over-the-counter (OTC) medications. An in-network provider must write you a prescription for the OTC medication you need. The supply is limited to 30 days. Then all you have to do is take your prescription and enrollee ID card into any network pharmacy to fill the prescription at no cost to you. OTC medications include: Pain relievers. Cough medicine. First-aid cream. Cold medicine. Contraceptives. How can I find a pharmacy in my area? If you are unsure which area pharmacies are in network, you can search online at myuhc.com/communityplan, or call Customer Service at , TTY 711 for assistance. For a complete list of covered OTC medicines, go to myuhc.com/communityplan. Or call Customer Service at , TTY

31 Injectable Medicines Injectable medications are medicines given by shot, and they are a covered benefit. Your PCP can have the injectable medication delivered either to the doctor s office or to your home. In some cases, your doctor will write you a prescription for an injectable medication (like insulin) that you can fill at a pharmacy. Pharmacy Home Some UnitedHealthcare Community Plan enrollees will be assigned a pharmacy home. In this case, enrollees must fill prescriptions at a single pharmacy location for up to two years. This is based on prior medication use, including overuse of pharmacy benefit, narcotics, pharmacy locations and other information. Enrollees of this program will be sent a letter with the name of the pharmacy they are required to use. If you get this letter, you have 30 days from the date of the letter to request a change of pharmacy. To change pharmacies during this time, call Customer Service at , TTY 711. After 30 days from the date of the letter, you will need to make your request in writing. Send your request to: UnitedHealthcare Community Plan 3100 SW 145th Avenue Miramar, FL Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

32 Benefits Benefits Covered by UnitedHealthcare Community Plan As an enrollee of UnitedHealthcare Community Plan, you are covered for the following services. (Remember to always show your current enrollee ID card when getting services. It confirms your coverage.) If a provider tells you a service is not covered by UnitedHealthcare and you still want these services, you may be responsible for payment. You can always call Customer Service at , TTY 711, to ask questions about benefits. You may need to see an out-of-network provider. If you do, a prior authorization is needed. Benefit Basic Dental Services (such as cleaning, simple fillings, and/or extractions) Behavioral Health Services Coverage Full dental services for all enrollees age 20 and below. Medically necessary oral and maxillofacial surgery for all eligible enrollees. Medically-necessary, emergency dental procedures to alleviate pain or infection are covered for enrollees age 21 and older. Emergency dental care for enrollees 21 years of age and older is limited to a problem focused oral evaluation, necessary radiographs in order to make a diagnosis, extractions, and incision and drainage of an abscess. Full and removable partial dentures and denture-related services are also covered services for enrollees 21 years of age and older. If you are in need of Behavioral Health counseling and referral services, you will be evaluated by a participating psychiatrist. If you are in need of further services, the provider will then refer you to the Community Health Center. If you are assigned to a case manager, you can choose to have a different behavioral health case manager. Emergency services are covered in- and out-of-network or out of UnitedHealthcare s service area. 32

33 Benefits Benefit Child Checkup Services Diabetes Supplies and Education Emergency Services Family Planning Services Coverage Routine checkups according to the preventive guidelines section of this handbook. These services include: health and development history, unclothed physical assessment or examination, nutritional assessment, routine immunization update, laboratory tests (including lead screening), vision screening, hearing screening, dental screening, health education and developmental assessment for enrollees ages 20 and younger. You do not need a referral for these services. Coverage for medically appropriate and necessary equipment, supplies, and services used to treat diabetes, including outpatient self-management training and educational services, if your treating provider says these services are necessary. Includes emergency medical care 24 hours a day, 7 days a week. You do not need approval from UnitedHealthcare or your PCP to go to the emergency room if you are having a medical situation. To help you plan a family size or help you space the time between having children. Family Planning Services includes information, referral education, counseling, diagnostic procedures and contraceptive drugs and supplies. Services are voluntary and you are permitted full freedom of choice of methods for Family Planning. You can go to any provider that participates with Medicaid for these services without a referral from your PCP. 33 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

34 Benefits Benefit Freestanding Dialysis Facility Services Healthy Behaviors Program Handbook Coverage Includes routine laboratory tests, dialysis-related supplies, ancillary and other items. Services include all services and procedures rendered by a participating provider when needed for preventive, diagnostic, therapeutic, or to treat a particular injury, illness or disease. We offer programs to our members who want to stop smoking, lose weight, or get help with drug abuse problems. The programs are: Substance Abuse Incentive Program You will work with your doctor to set and complete goals. You can join the program in different ways. You can call your doctor to join, talk to your case manager, or do an online health assessment. You can also choose to have a different behavioral health case manager. You can earn rewards each time you complete a goal stage. To get the reward, your doctor needs to sign a form when the goal is complete. Stop Smoking Do you smoke? If so, do you want to try and quit? We have a smoking cessation program that is available at no cost. Health Coaching for Weight Loss This program will help you set goals to live healthier. You will work with a coach over the phone. You will also get mailings with tips for living healthy. You can call your doctor to join or do an online health assessment. Baby Blocks This is a web-based program. You will get text messages and s. You can sign up for reminders for your doctor visits while you are pregnant. Once your baby is born, you will get tips on when to bring your baby in for checkups. You can get rewards for making all your doctor visits. You can also get rewards for going to all your baby s checkups until he or she is 15 months old. If you choose to disenroll from UnitedHealthcare Community Plan, you will lose any program rewards. If you lose Medicaid eligibility for more than 180 calendar days and you are not automatically reinstated, you will lose any earned program rewards. 34

35 Benefit Hearing Services Home Health Care Services and Durable Medical Equipment Hospital Ancillary Services Immunizations Independent Laboratory and Portable X-Ray Services Inpatient Hospital Services Coverage Hearing Services include examinations and evaluations necessary for the furnishing of one standard hearing aid every three years. Includes intermittent or part-time nursing services (RN or LPN), personal care services by a home health aide, and medical items (limited to approved types of supplies and equipment, suitable for use in the home). All services and equipment must be ordered by a participating provider. Your PCP must notify UnitedHealthcare for services or equipment which require home health care. Home health care does not include homemaker services, Meals on Wheels, companion, sitter or social services. When your provider authorizes these to be provided by the hospital: radiology, pathology, neurology, neonatology and anesthesiology. According to childhood immunization schedule as approved by the appropriate Recommended Childhood Immunization Schedule for the United States. Includes laboratory and X-ray services when ordered by a participating provider. Includes all items and services needed to give appropriate care during a stay at a participating hospital, including room and board, nursing care, medical supplies, and all diagnostic and therapeutic services. UnitedHealthcare covers a maximum of 45 inpatient days for the period from July 1 through June 30 (includes only nonemergency care at hospitals where prior notification was obtained by your PCP from UnitedHealthcare). 35 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details

36 Benefits Benefit Interpreter Services Maternity Services Nursing Facility Services Outpatient Services Coverage If you speak a language other than English, we can provide translated printed materials. Or we can provide an interpreter who can help you understand these materials. You ll find more information about Interpretive Services and Language Assistance in the section called Other Plan Details. Or call Member Services at , TTY 711. Maternity services include the following: nursing assessment and counseling, Florida s Healthy Start Prenatal Risk Screening, nutrition assessment, delivery and follow-up care, Florida s Healthy Start Infant (Postnatal) Screening, and follow-up care. As soon as you know you are pregnant and again after your baby is born, remember to call: 1. Your Department of Children and Family Care Worker; AND 2. The Plan s Customer Service Department. If you wish to enroll your baby into the Plan, you can contact Medicaid Choice Counseling toll-free at , between the hours of 8:00 a.m. and 7:00 p.m., Monday through Friday. Once your baby is enrolled in our Plan, please call Customer Service at to select a pediatrician for your baby. It is your responsibility to call your Case Worker to get Medicaid benefits for your baby. The Women, Infants and Children (WIC) Program includes referrals for all pregnant breastfeeding and postpartum women, infants and children up to the age of 5. Contact your Case Worker for information. Nursing Facility Services are covered for enrollees under the age of 18 years old only. Outpatient services provided in an outpatient hospital setting. Your PCP can obtain prior authorization for health care services which may require prior authorization. 36

37 Benefit Over-the-Counter (OTC) Physician Services Post-Stabilization Services Prescribed Drugs Therapy Services Physical, Respiratory, Occupational and Speech Therapies Vision Services Coverage UnitedHealthcare Community Plan gives each household benefits for over-the-counter drugs and first-aid items each month. Call Customer Service if you have any questions about how to receive these services. Includes all services and procedures rendered by a participating provider when needed for preventive, diagnostic, therapeutic, or to treat a particular injury, illness or disease. Excludes experimental procedures and cosmetic surgery. These physician services include: Advanced registered nurse practitioner, physician assistant, podiatry, ambulatory surgical centers, community health departments, rural health clinic services, federally qualified health centers, birthing centers, certified nurse midwives, chiropractic and psychiatrists. Post-Stabilization services are covered without prior authorization. These are services related to an emergency medical condition that are provided after you are stabilized in order to maintain, improve or resolve your condition. Includes prescribed drugs currently covered by the Medicaid Program, when ordered by a participating provider and supplied by a licensed participating pharmacy. Are covered for recipients under 21 years of age as medically necessary. Adults (21 years and older) are covered for outpatient physical and respiratory therapy. Vision services include eye exams and up to two pairs of standard eyeglasses per year. Contact lenses for cosmetic purposes are not covered. 37 Health Plan Highlights Going to the Doctor Hospitals & Emergencies Pharmacy Benefits Other Plan Details