For more information, visit Ambetter.AZcompletehealth.com If this information is not in your primary language, please call 1-866-918-4450 (TTY: 711)

Your 2020

Member Handbook

Everything you need to know about your plan

https://Ambetter.AZcompletehealth.com

Ambetter from Arizona Complete Health: 1-866-918-4450 (TTY: 711) | Ambetter.AZcompletehealth.com |

Thank you for choosing us as your health insurance plan. We’re excited to help you take charge of your health and to help you lead a healthier, more fulfilling life.

As our member, you have access to lots of helpful services and resources. This member handbook will help you understand all of them. Inside, you’ll find important information about:

• How your plan works

• Payment information

• My Health Pays®

• Where to go for care

• Pharmacy benefits

• TeleHealth

• And much more!

Welcome to Ambetter from Arizona Complete Health!

YOUR HEALTH IS OUR PRIORITY.

If you have questions, we’re always ready to help. And don’t forget to check out our online video library at Ambetter.AZcompletehealth.com. It’s full of useful information.

Member Services: 1-866-918-4450 (TTY: 711)

Ambetter.AZcompletehealth.com

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Table of Contents

Table of Contents Member Handbook Overview ....................................................................2

How To Contact Us ...................................................................................3

How Your Plan Works ...............................................................................4

Membership & Coverage Information .........................................................7

Covered Services | Medical Service Expense Benefits .....................................11

Your Primary Care Provider ....................................................................14

Where To Go For Care .............................................................................18

Health & Wellness Programs ...................................................................21

Behavioral Health Services .....................................................................25

Pharmacy Benefits .................................................................................26

Utilization Management .........................................................................28

Quality Improvement Program ................................................................30

Member Complaints & Appeals Process ...................................................31

Member Rights & Responsibilities ...........................................................36

Words To Know ......................................................................................38

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Member Handbook Overview

The Resources You Need. Right Here. Understanding your health insurance coverage is important. This member handbook explains everything you need to know — so take a look! For information about your specific plan’s covered benefits and cost sharing, check out your Summary of Benefits and Evidence of Coverage. You can find both in your online member account.

This is your Member Handbook. Your Member Handbook provides you with a high-level overview on how to get the most out of your plan. And it helps you better understand your health insurance coverage and services available to you.

Find your Member Handbook at Ambetter.AZcompletehealth.com under “For Members”, “Member Materials and Forms”. Or it is also available to you when you login to your online member account under “Reference Materials”.

Login to your online member account at Member.AmbetterHealth.com

Summary of Benefits Your Summary of Benefits is a high-level summary of the benefits your plan covers and how much you will have to pay for them.

Evidence of Coverage Your Evidence of Coverage is a detailed listing of the benefits your plan covers, as well as any exclusions the plan has.

Explanation of Benefits (EOB): An Explanation of Benefits (EOB) is a statement that we send to members to explain what medical treatments and/or services we paid for on behalf of a member. This shows the amount billed by the provider, the issuer’s payment, and the enrollee’s financial responsibility pursuant to the terms of the policy. We will send an EOB to a member after we receive and adjudicate a claim on your behalf from a provider. If you need assistance interpreting your Explanation of Benefits, please contact Member Services at 1-866-918-4450 (TTY: 711).

To request print versions of all informational materials, you can contact Member Services at 1-866-918-4450 (TTY: 711)

http://Ambetter.AZcompletehealth.com http://ambetter.azcompletehealth.com http://Member.AmbetterHealth.com

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How To Contact Us Ambetter from Arizona Complete Health 1870 W Rio Salado Suite 2A Tempe, AZ 85281

If you want to talk, we’re available Monday through Friday, 8 a.m. to 8 p.m. MST.

Member Services 1-866-918-4450

Fax 1-866-687-0518

TTY: 711

Make a Payment 1-866-918-4450

Behavioral Health Services 1-866-918-4450

24/7 Nurse Advice Line 1-866-918-4450

Complaints and Grievances 1-866-918-4450

Emergency 911

Website Ambetter.AZcompletehealth.com

When you call, have these items ready: • Your ID • Your claim number or invoice for billing questions

Interpreter Services

If you don’t feel comfortable speaking English, we provide free interpreter services.

Please call Member Services at 1-866-918-4450 (TTY: 711) for free interpreter services as needed.

How To Contact Us

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How Your Plan Works

So You Have Health Insurance — Now What? Having health insurance is exciting. To get the most out of your plan, complete this simple checklist. If you need assistance, call Member Services at 1-866-918-4450 (TTY: 711). We’re available Monday through Friday, 8 a.m. to 8 p.m. MST.

Set up your secure online member account. Do this by visiting the “For Members” page on Ambetter.AZcompletehealth. com. Your member account stores all of your plan’s benefits and coverage information in one place It gives you access to your Summary of Benefits and Evidence of Coverage, claims information, this member handbook and more.

Complete your online Ambetter Wellbeing Survey within the first 90 days of your membership. All you have to do is log in to your online member account. Completing this survey helps you earn 500 points in rewards! See page 22 to learn more about the program.

Enroll in automatic bill pay. Call us or log in to your online member account to sign up. Automatic bill pay automatically withdraws your monthly premium payment from your bank account. It’s simple, helpful, convenient and secure.

Pick your primary care provider (PCP). Just log in to your member account and view a list of Ambetter providers in your area by using the Provider Directory available on our website. Remember, your PCP, also known as a personal doctor, is the main doctor you will see for most of your medical care. This includes your checkups, sick visits and other basic health needs.

Schedule your annual wellness exam with your PCP. After your first checkup, you’ll earn 500 points in rewards! And anytime you need care, call your PCP and make an appointment!

Want more information about our service area and in-network providers? Visit Ambetter.AZcompletehealth.com

How Your Plan Works

Learn about how to get the most out of your plan. Set up your online member account to get started.

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Answers To Your Payment Questions

How Can I Pay My Monthly Bill? 1. Pay online (Our recommendation!)

a. Quick Payment: https://centene.softheon.com/Equity/#/search. Create your online member account on Ambetter.AZcompletehealth.com and enroll in automatic bill payment. You can set up automatic bill pay using your credit card, prepaid debit card, bank debit card or bank account.