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Frequently Asked Questions - Lotsa Helping Hands

Frequently Asked Questions - Lotsa Helping Hands

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1-866-779-3435<br />

<strong>Frequently</strong><br />

<strong>Asked</strong><br />

<strong>Questions</strong><br />

Got questions We’ve got answers<br />

<strong>Lotsa</strong> <strong>Helping</strong> <strong>Hands</strong><br />

®


What exactly is Health Proponent<br />

Health Proponent is a service that provides individuals – and their families-- with oneon-one<br />

assistance to resolve a range of time-consuming and confusing healthcare issues<br />

from untangling medical bills to finding specialists. Our experts help you navigate<br />

through the healthcare maze to get you the answers you need quickly and efficiently.<br />

Our parent company, Health Advocate, Inc., is the nation’s leader in healthcare<br />

advocacy, serving millions of Americans through its employer and plan sponsor<br />

relationships. The company was founded in 2001 and is headquartered in suburban<br />

Philadelphia with sales offices in major cities.<br />

How can Health Proponent help me<br />

We serve as your translator, negotiator and go-between to help you<br />

with a range of healthcare issues. We help:<br />

■<br />

■<br />

■<br />

■<br />

■<br />

■<br />

■<br />

find the best doctors, dentists, hospitals and community services<br />

research the latest treatments<br />

speed appointments with specialists<br />

decode insurance claims<br />

uncover billing errors<br />

find eldercare services<br />

locate caregiver support<br />

…and much more.<br />

No more hassles or run-around. We do the legwork so you don’t have to.


How can Health Proponent save me time and money<br />

We cut through the red tape and get to the bottom of your issue quickly. We find<br />

the right resources so you aren’t shuffling between doctors. We correct mistakes to<br />

reduce overpayments. We go to bat to get coverage for services. And we stick with<br />

your issue and follow up with you right through to the end. All this saves you time and<br />

money.<br />

How does it work<br />

It is simple. Whenever you have a healthcare or insurance-related issue, just call our<br />

toll-free number. Your assigned Personal Health Proponent (PHP), typically a registered<br />

nurse supported by medical directors and insurance experts, thoroughly researches<br />

and makes the necessary calls to help resolve your issue, whether it takes ten minutes<br />

or ten days. The PHP is available for follow-up needs.<br />

Who is eligible<br />

You, your spouse, dependent children, parents and parents-in-law are eligible to use<br />

Health Proponent’s services at any time.<br />

How often can I call Health Proponent<br />

As often as you like. You can contact Health Proponent 24/7 from any state<br />

or country. Our normal business hours are Monday-Friday, between 8 a.m.<br />

and 9 p.m. Eastern Time. After hours and during weekends, our on-call staff<br />

is always available for assistance.<br />

Can my Mom or another family member call Health<br />

Proponent<br />

Yes. Any eligible family member can call for help with an issue that either relates to<br />

themselves or to a family member. This means, for example, you<br />

can call on behalf of your mother, or your mother can call us directly.


Is Health Proponent like an insurance company or<br />

affiliated with one<br />

No. Health Proponent’s program is NOT health insurance and is not a replacement for<br />

healthcare coverage. Rather, our highly trained PHPs know<br />

the ins and outs of healthcare. They can help negotiate fees, sort through claims and<br />

billing issues, explain coverage, assist with appealing denials, etc.<br />

Will my information be kept private<br />

Absolutely. Health Proponent’s staff is specially trained to follow<br />

careful protocols that comply with all governmental privacy standards.<br />

Your medical and personal information is fully protected and held confidential.<br />

You’ll be asked to sign a release form permitting Health Proponent to work on your<br />

behalf to help resolve your issue. Depending on your child’s age and state laws, either<br />

your child or you can sign the authorization.<br />

Can you help me with a bill that I think my insurer<br />

should pay<br />

If you can’t work out the issue with your health plan, we’ll contact your<br />

insurer, and, if necessary, your provider to help correct any errors.<br />

Can you help me find the best specialists for my<br />

condition<br />

Absolutely. We can locate top-notch specialists anywhere in the country who are<br />

highly experienced with treating specific conditions. If necessary, we will try to expedite<br />

your appointment and also connect you to leading treatment facilities “centers of<br />

medical excellence” for the very best care available.


I cannot make heads or tails out of Medicare. Can Health<br />

Proponent help<br />

Yes. Our insurance experts can clearly explain the regulations of Medicare, including<br />

the Medicare Part D Prescription Drug plan. They can also help you find a Medicare<br />

Supplement plan.<br />

I’m confused by my doctor’s technical explanations. Can<br />

you help me make sense of it<br />

Yes. Your PHP can research your condition as well as your doctor’s recommended<br />

treatments and any medications prescribed. If necessary, we can arrange a conference<br />

call between you, the PHP and your doctor’s office and also help you prepare<br />

questions for your next office visit.<br />

Can Health Proponent find services for my elderly parent<br />

who lives long-distance<br />

Yes. Whether your parent or parent-in-law lives across the state, in the next town or<br />

next room, we’ll help you find eldercare services including in-home care, assisted living<br />

or long-term care. We’ll also coordinate local community services and help arrange<br />

transportation to appointments and assist with a range of other eldercare issues.


Can I call Health Proponent with medication questions<br />

Yes. We can inform you about generic drugs, locate lower-cost sources for prescription<br />

drugs not covered by your health plan, help you obtain mail order prescriptions, find a<br />

pharmacy and more.<br />

Can Health Proponent help me find practitioners who<br />

use nondrug treatments<br />

Yes. Your PHP can provide information about credentialed practitioners who specialize<br />

in acupuncture and other complementary and alternative medicine (CAM) strategies.<br />

You can also learn about coverage issues relating to CAM.<br />

For Additional<br />

Information<br />

Please contact Health Proponent<br />

toll-free at:<br />

1-866-779-3435<br />

Email<br />

advocacy@lotsahelpinghands.com<br />

Web<br />

www.lotsahelpinghands.com<br />

Independent. Confidential. Convenient.<br />

Health Proponent is not affiliated with any insurance or third party provider. Health<br />

Proponent does not replace health insurance coverage, provide medical care or<br />

recommend treatment.


®<br />

<strong>Lotsa</strong> <strong>Helping</strong> <strong>Hands</strong><br />

1-866-779-3435 advocacy@lotsahelpinghands.com www.lotsahelpinghands.com<br />

©2008 <strong>Lotsa</strong> <strong>Helping</strong> <strong>Hands</strong> and Health Proponent<br />

<strong>Lotsa</strong> <strong>Helping</strong> <strong>Hands</strong>® is excited to make our Community Members aware of the Health Proponent service,<br />

which may be of use to you and your circles of community. Please be aware that the Health Proponent service is<br />

provided by Health Advocate, Inc. and not by <strong>Lotsa</strong> <strong>Helping</strong> <strong>Hands</strong>, Inc. Any questions about the service should be<br />

addressed directly with a representative from Health Advocate.

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