Complete Care Member Guide

Contents Personal help and support when you need it Health Care Concierge. ...................................................................4 Health coaches and personal care managers….........................4 My Health OnLine……………………………………………………............... 5 Find a doctor…………………………..………………………………...............6 How to get care………..………….………………………………..................9 Coverage when you travel………………………………………............. 10 Access to care when you need it……………………………............... 11 Your prescription drug coverage Covered prescription drugs………………………….......................... 14 A healthier you……………………….……............................................. 15 Extra benefits and programs to help you stay healthy Over-the-counter (OTC) allowance........................................... 19 Preventive care services............................................................... 20 Vision benefits................................................................................ 20 Dental benefits................................................................................ 21 Hearing benefits.............................................................................. 21 SilverSneakers ® fitness program..................................................22 Healthy food allowance.................................................................22 Transportation benefits.................................................................23 Bathroom safety products............................................................24 In-home safety assessment.........................................................24 Home-delivered meals..................................................................24 Counseling and extra support......................................................25 Behavioral health coverage........................................................... 26 Additional information Important plan documents.......................................................... 30 How we assess new medical technology................................ 30 Our utilization management policy........................................... 30 Your rights and responsibilities.................................................. 30 Resolving problems………………………........................................... 30 Information available upon request............................................31 Quality comes first..........................................................................31 We honor your privacy...................................................................31 1