Community Health Plan of Washington and You Medical Care Services

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1 Community Health Plan of Washington and You Medical Care Services with Community Health Plan of Washington Including: About Community Health Plan of Washington Your Enrollment New TTY number Eligibility Changes as of November 1, 2011 Your Community Health Plan ID card How to change your address How to end your enrollment UPDATED December 9, 2011

2 Contact Information Medical Care Services with Community Health Plan of Washington Community Health Plan Contacts CUSTOMER SERVICE Hours Monday Friday 8:00 am 5:00 pm Voice toll free TTY TTY Relay: Dial customercare@chpw.org OFFICE PHONE voice WEB MAILING ADDRESS Community Health Plan of Washington 720 Olive Way, Suite 300 Seattle, WA FIND PROVIDERS Visit the Provider Directory Search online: On the Community Health Plan web site ( click the Providers tab. Contact the Community Health Plan customer service team. FREE 24 HOUR NURSE ADVICE LINE Voice toll free TTY toll free Contacts Outside Community Health Plan Medical Care Services (Medicaid) Web hrsa.dshs.wa.gov/mcs/index.shtml Medicaid customer service phone Voice TTY TTY Relay: Dial WASHINGTON STATE To learn about your rights under the law, call the Washington State Office of the Insurance Commissioner: If you have a problem or concern, call the Washington State Department of Health Consumer Hotline: Community Health Plan of Washington and You 2 of 8

3 Table of Contents About Community Health Plan of Washington... 4 Ab out Your Enrollment... 4 New TTY number... 4 Eligibility... 4 Changes in the Program as of November 1, Your Community Health Plan ID Card... 5 To Change Your Address... 5 To End Your Enrollment... 6 HOW TO GET MORE INFORMATION... 7 Community Health Plan of Washington and You Page 3 of 8

4 About Community Health Plan of Washington Community Health Plan of Washington was created in 1992 by a group of community health centers across Washington State that wanted to provide an alternative to profit oriented health plans. The health plan collaborates with community health centers and other providers statewide to provide comprehensive, quality, primary health care services. Its primary care providers focus on treating the entire person. One way Community Health Plan measures success is by the health care dollars it is able to return to its communities, such as continually reinvesting in health centers so they can provide better care to more people and funding measures that improve service quality. Community Health Plan s network includes more than 500 primary care clinics, 2,500 providers, 14,000 specialists, and 100 hospitals. About Your Enrollment Your health is important to us. We want you to get the best care from providers you know and trust in your own neighborhood. That's why Community Health Plan of Washington ("Community Health Plan" or "the Plan") is the only insurer providing affordable health care services through a network of high quality, local providers, hospitals, and pharmacies throughout the state. New TTY number If you are hearing or speech impaired, please call TTY Relay: Dial Ask the relay operator to connect to the Community Health Plan customer service team at , Monday through Friday from 8:00 am to 5:00 pm. Eligibility For more information about eligibility or how to apply for Medical Care Services, see the Washington State Medical Care Services website: Eligibility is determined for Medical Care Services at the Community Services Office (CSO). To find a CSO nearby: Call See the State's CSO web site: Start date into the Medical Care Services managed care program is determined by the date the CSO processes eligibility. It is important to know that you can get medical care through the feefor service system while waiting for enrollment into the managed care program. Community Health Plan of Washington and You Page 4 of 8

5 Changes in the Program as of November 1, 2011 The Disability Lifeline program ended October 31, 2011 as required by House Bill All currently active Disability Lifeline enrollees became Medical Care Services enrollees effective November 1, Medical and mental health benefits are not affected by this change. Community Health Plan of Washington continues to provide these services for active enrollees. The Disability Lifeline cash program ended October 31, Starting November 1, Medical Care Services clients can apply for toiletries, cleaning supplies, bus passes, and very limited housing assistance through a new program called Housing and Essential Needs (HEN). HEN benefits depend on whether funds are available at the time they are requested. To request cash program benefits, contact a HEN provider in your county: Your Community Health Plan ID Card When you enroll in Community Health Plan of Washington, you will be sent an ID card. You will need to show the Community Health Plan of Washington ID card and your ProviderOne ID card each time you get medical care. That includes medical visits, specialist visits, mental health visits, hospital visits, and pharmacy prescriptions. Community Health Plan of Washington ID cards issued to new Medical Care Service enrollees will say "Medical Care Services" as of November 1, Q: If I am a Medical Care Services member, do I need my ProviderOne ID card in addition to my Community Health Plan of Washington ID card? A: Yes. You will need to show both your Community Health Plan ID card and your ProviderOne ID card each time you get medical care or pick up a prescription. Q: What if I lose my Community Health Plan ID card? A: We will send you a new ID card. Call the Community Health Plan customer service team at (toll free). If you are hearing or speech impaired, please call TTY Relay: Dial To Change Your Address Tell your Community Service Office (CSO) right away so your records can be updated. Then call Community Health Plan so we can help you choose a new PCP if necessary. Call the Community Health Plan customer service team at (toll free). If you are hearing or speech impaired, please call TTY Relay: Dial Community Health Plan of Washington and You Page 5 of 8

6 To End Your Enrollment To end your enrollment in Community Health Plan, call the toll free enrollment number, Monday Friday, 7:00 a.m. 5:00 p.m. Enrollment in Community Health Plan is mandatory, which means you must remain enrolled in Community Health Plan if you wish to continue getting medical and mental health services. Community Health Plan of Washington and You Page 6 of 8

7 HOW TO GET MORE INFORMATION You can learn more about Medical Care Services, about Community Health Plan of Washington, and about how to use your plan. We send you information: We send you printed information when you become a member, annually during the time you are a member, and at other times to make sure you get the most out of your health care. You can request printed information: This packet includes a postcard to order printed information about specific topics or a booklet that includes all of your member information. You can get this information anytime you want it. You can request information in another language or another format: You can also ask us to translate the information into the language you prefer to read. If your vision is impaired or you have difficulty reading, we can read the information to you. To get more information about your plan: The How to Find Important Information sheet enclosed in this package lists information available to you and tells you how to find the information or get a printed copy sent to you. To find a provider, pharmacy, clinic, or hospital, visit the Community Health Plan of Washington website at Click the Providers tab and select the type of search you want. To get a printed report or have someone search for you, contact our customer service team. (Contact information below.) You can also search our formulary (approved drug list) to find out if your prescription is covered. Visit our website, Click the Providers tab and select Formulary Search. To get a printed report or have someone search for you, please contact our customer service team. (Contact information below.) Contact the Community Health Plan customer service team at , Monday through Friday from 8:00 am to 5:00 pm, or customercare@chpw.org. If you are hearing or speech impaired, please call TTY Relay: Dial Community Health Plan of Washington and You Page 7 of 8

8 2011 Community Health Plan of Washington MCS_05_CHPW You_Dec2011