There are several types of processes for handling problems and concerns with coverage decisions made.
Questions? Contact Customer Service at (855) 645-8448
Sometimes you might disagree or are not satisfied with the coverage decision that was made and need a more formal process to deal with this problem. Please refer to Chapter 9 of your Evidence of Coverage (EOC) for detailed information regarding Organization Determination, Appeal, and Grievance processes. You may also contact Customer Service with any questions or concerns about these processes.
There are 3 types of processes for handling problems and concerns:
You have the right to ask Memorial Hermann Advantage HMO to provide or pay for items or services you think should be covered, provided, or continued. This is called an "organization determination." You, your representative, or your doctor can ask your plan in advance to make sure that the service is covered or after payment of the services is denied.
An organization determination (referred to here as a coverage decision) is a decision Memorial Hermann Advantage makes about your benefits and coverage, and whether we will pay for the medical services you or your doctor has requested. You can also contact us to ask for a coverage decision before you receive certain medical services. You might want to ask us to make a coverage decision beforehand if your doctor is unsure whether we will cover a particular medical service or if your doctor refuses to provide medical care you think you need.
A standard coverage decision means we will give you an answer within 14 days of receiving your request.
If you think your health could be seriously harmed or that you could lose your ability to function by waiting the standard 14 days for a decision, you can ask for an “expedited” (fast) decision. We will give you an answer within 72 hours after we receive your request for a fast coverage decision.
To get a fast coverage decision, you must meet two requirements:
You, your representative, or your doctor can ask us for a coverage decision by calling, writing, or faxing your request to us. To request an Organization Determination you, your doctor, or your representative may:
An Appeal is the action you can take if you disagree with coverage or payment decisions made by Medicare, your Medicare health plan, or your Medicare Prescription Drug Plan. You can appeal if Medicare or your plan denies one of these:
You can also appeal if Medicare or your plan stops paying, providing or paying for all or part of a health care service, supply, item, or prescription drug you think you still need. If your health requires a quick response, you must ask for a ‘fast appeal.’ Memorial Hermann Advantage will review the Organization Determination made to verify if we were following the benefits and coverage properly. Once we have completed our review, we will provide you with our decision in writing. If we do not approve all or part of your appeal, it will automatically go on to a Level 2 Appeal. The Level 2 Appeal is reviewed by an Independent Review Organization, an independent organization hired by Medicare. If you are not satisfied with the decision from the Level 2 Appeal, you may be able to continue with the appeals process if you meet the requirements. These additional appeal levels are explained in your Evidence of Coverage, Chapter 9.
To file an Appeal you or your representative must contact us and provide the following information:
You or your representative may contact us via:
You have the right to file a complaint if you have a problem or concern. A grievance is a complaint about the care or medical services you receive. This includes problems related to quality of care, waiting times and customer service.
A grievance is any complaint, other than one that involves a request for an initial organization determination or an appeal as discussed in your Evidence of Coverage, Chapter 9 about determinations and appeals. A grievance can include quality of medical care, poor customer service, respecting your privacy, and waiting times. You or your representative may call Customer Service at the number listed below. We will try to resolve your grievance over the phone, however if we cannot resolve your grievance over the phone Memorial Hermann Advantage has a formal review procedure. We will document your grievance while speaking to you; however you may also submit a written grievance to the Appeals and Grievance Department which will be investigated within 30 days. If you file a written grievance, after our investigation is completed, we will respond in writing to you.
If you are dissatisfied with any aspect of your health care plan, customer care, your provider or treatment facility, you can submit a grievance. Grievances do not include claims or service denials, as those are classified as appeals.
A Grievance is a formal complaint about quality of care or other services you get from your plan. You or your appointed legal representative may file a grievance and it is best to file a grievance as soon as you experience a problem you want to complain about (must be filed within 60 days after you had the problem).
For appeals or issues related to Organization Determinations, use the Organization Determination and Appeals process mentioned above. If you are unsure if your request is a Grievance, Organization Determination or an Appeal, please call Customer Service at (855) 645-8448 (TTY 711) and we will try to resolve your complaint or concern over the phone.
You may also fax your grievance to us at (713) 338-5811 or mail us at:
Memorial Hermann Advantage HMO
Appeals & Grievances
PO Box 19909
Houston, TX 77224
For more information regarding the Medicare Grievance Process, please refer to the chapter in your Evidence of Coverage entitled, "What to do if you have a problem or complaint."
To file a Grievance you or your representative may:
You may name a relative, friend, lawyer, advocate, doctor, or anyone else to act for you. If you want someone to act for you as a representative, then you and that person must sign and date a statement that gives that person legal permission to be your representative for an appeal, a grievance or an initial determination. To appoint a representative, download and complete Medicare's Appointment of Representative Form. You may also complete the Appointment of Representative form on the medicare.gov website (Please note that by clicking on this link, you will be leaving Memorial Hermann Advantage website).
Mail your completed Appointment of Representative Form to:
Memorial Hermann Advantage Enrollment
PO Box 19909
Houston, TX 77224
For quality of care complaints, you may also complain to the Quality Improvement Organization (QIO)
Complaints concerning the quality of care received under Medicare may be acted upon by Memorial Hermann Advantage under the grievance process, by an independent organization called the QIO, or by both. For example, if a member believes he/she is being discharged from the hospital too soon, the member may file a complaint with the QIO in addition to or in lieu of a complaint filed under Memorial Hermann Advantage grievance process. For any complaint filed with the QIO, Memorial Hermann Advantage will cooperate with the QIO in resolving the complaint. If you file with the QIO, Memorial Hermann Advantage must help the QIO resolve the grievance. Please refer to Chapter 2, Section 4, or your Evidence of Coverage for additional information about the Quality Improvement Organization.
You may also file a complaint directly to Medicare by calling 1-800-MEDICARE or by visiting medicare.gov. (Please note that by clicking on this link, you will be leaving Memorial Hermann Advantage website.)
Our Customer Service team at (855) 645-8448 (TTY 711) can also assist members with requests to obtain an aggregate number of grievances, appeals and exceptions filed with the Plan/Part D sponsor.
For any process or status questions regarding a filed Appeals and/or Grievance by a member and/or physician, please contact Customer Service at (855) 645-8448 (TTY 711) for assistance. Hours of operation are 7 days a week from 8 a.m. to 8 p.m. CT, during October 1 – March 31 and Monday – Friday from 8 a.m. to 8 p.m. CT, during April 1 – September 30.
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