MassHealth Member Handbook - BMC HealthNet Plan
MassHealth Member Handbook - BMC HealthNet Plan
MassHealth Member Handbook - BMC HealthNet Plan
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<strong>Member</strong> cooperation<br />
As a <strong>Member</strong> of <strong>BMC</strong> <strong>HealthNet</strong><br />
<strong>Plan</strong>, you agree to cooperate<br />
with us in exercising our rights to<br />
Subrogation and Coordination of<br />
Benefits. This means you must<br />
complete and sign all necessary<br />
documents to help us exercise our<br />
rights. This also means that you<br />
must give us notice before settling<br />
any Claim arising out of injuries<br />
you sustained by any liable party(s)<br />
for which we have<br />
provided coverage. You must not<br />
do anything that might limit our<br />
right to full reimbursement. These<br />
Subrogation and recovery provisions<br />
apply, whether or not the <strong>Member</strong><br />
recovering money is a minor.<br />
We ask that you:<br />
• Give us all information and<br />
documents we request<br />
• Sign any documents we think<br />
are necessary to protect our<br />
rights<br />
• Promptly assign us any money<br />
gotten for services for which<br />
we’ve provided or paid<br />
• Promptly notify us of any possible<br />
Subrogation or benefit<br />
coordination potential<br />
You also must agree to do nothing<br />
to prejudice or interfere with our<br />
rights to Subrogation or benefit<br />
coordination. If you are not willing<br />
to help us, you will be liable to us<br />
for any expenses we may incur,<br />
including reasonable attorneys’<br />
fees, in enforcing our rights under<br />
this plan. Nothing in this <strong>Member</strong><br />
handbook may be interpreted to<br />
limit our right to use any means<br />
provided by law to enforce our<br />
rights to Subrogation or benefit<br />
coordination under this plan.<br />
SECTION 15<br />
Glossary<br />
Advance Directive – A written<br />
statement that tells a Provider<br />
what to do if an illness or accident<br />
takes away the <strong>Member</strong>’s ability<br />
to make decisions about his or her<br />
health care.<br />
Adverse Action – The following<br />
actions or inactions by <strong>BMC</strong><br />
<strong>HealthNet</strong> <strong>Plan</strong> or Beacon Health<br />
Strategies:<br />
1. Denying or limiting coverage of<br />
a requested healthcare service;<br />
2. Reducing or stopping coverage<br />
for a service that was previously<br />
approved;<br />
3. Denying payment for a service<br />
because it was not Medically<br />
Necessary;<br />
4. Not responding to an<br />
Authorization request in a timely<br />
manner;<br />
5. Not being able to get health<br />
care within required timeframes;<br />
and<br />
6. Not resolving an Appeal request<br />
within required timeframes.<br />
Appeal – A request by a <strong>MassHealth</strong><br />
<strong>Member</strong>/Authorized Representative<br />
to <strong>BMC</strong> <strong>HealthNet</strong> <strong>Plan</strong> or Beacon<br />
Health Strategies or the Office of<br />
Medicaid’s Board of Hearings for<br />
review of an action or inaction by the<br />
<strong>Plan</strong>.<br />
Authorization – A special approval<br />
by <strong>BMC</strong> <strong>HealthNet</strong> <strong>Plan</strong> or Beacon<br />
Health Strategies for payment of<br />
certain Covered Services that is done<br />
prior to receiving the services.<br />
Authorized Representative – someone<br />
authorized by you in writing to<br />
act on your behalf regarding a specific<br />
Grievance or Appeal.<br />
Beacon Health Strategies – A<br />
partner of <strong>BMC</strong> <strong>HealthNet</strong> <strong>Plan</strong><br />
that manages and coordinates the<br />
Behavioral Health (mental health<br />
and substance abuse) services for<br />
<strong>Member</strong>s and manages the Behavioral<br />
Health Provider network.<br />
Behavioral Health – Mental health<br />
and substance abuse services<br />
<strong>BMC</strong> <strong>HealthNet</strong> <strong>Plan</strong> (the <strong>Plan</strong>)–<br />
A managed care organization<br />
providing coverage to <strong>MassHealth</strong><br />
(Medicaid) and Commonwealth<br />
Care members. The <strong>Plan</strong> contracts<br />
with Providers and hospital systems<br />
throughout Massachusetts<br />
to deliver care to <strong>Member</strong>s statewide.<br />
<strong>BMC</strong> <strong>HealthNet</strong> <strong>Plan</strong> Network<br />
Provider – A Provider with which<br />
<strong>BMC</strong> <strong>HealthNet</strong> <strong>Plan</strong> has an agreement<br />
to offer Covered Services to<br />
<strong>Member</strong>s.<br />
Board of Hearings – the Board<br />
of Hearings within the Executive<br />
Office of Health and Human Services’<br />
Office of Medicaid.<br />
Board of Hearings (BOH) Appeal<br />
– A written request to the BOH,<br />
made by a <strong>Member</strong> or Authorized<br />
Representative to review the correctness<br />
of a Final Internal Appeal<br />
decision by <strong>BMC</strong> <strong>HealthNet</strong> <strong>Plan</strong><br />
or Beacon Health Strategies.<br />
Care Management – A program<br />
offered by <strong>BMC</strong> <strong>HealthNet</strong> <strong>Plan</strong><br />
and Beacon Health Strategies (for<br />
Behavioral Health) to our <strong>Member</strong>s<br />
who are most in need of<br />
assistance with managing multiple<br />
situations, services, and/or Providers<br />
at one time. The situations may<br />
be medical, behavioral, social and/<br />
or environmental in nature. The<br />
services may be preventive, wellness,<br />
disease, treatment or housing<br />
related. The Providers may<br />
33<br />
<strong>BMC</strong> <strong>HealthNet</strong> <strong>Plan</strong> <strong>Member</strong> Services Department<br />
8:00 a.m. – 6:00 p.m., (Eastern Time) Monday-Friday 1.888.566.0010 (English and other languages) • 1.888.566.0012<br />
(en Español) • 1.866.765.0055 (TTY/TDD for hearing impaired) • 1.800.421.1220 (relay operator for hearing impaired) •<br />
1.888.217.3501 (Behavioral Health: mental health and substance abuse questions 24 hours a day/7 days a week managed by<br />
Beacon Health Strategies) • 1.888.727.9441 (Behavioral Health TTY/TDD for hearing impaired) • 1.800.973.6273 (Nurse Advice<br />
Line) • Web Site www.bmchp.org • www.beaconhealthstrategies.org (Behavioral health)<br />
<strong>MassHealth</strong> Customer Service<br />
8:00 a.m. – 5:00 p.m., Monday-Friday<br />
1.800.841.2900 • 1.800.497.4648 (TTY/TDD for hearing impaired)