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........................................... 18 Preventive care services................................................................ 19 Vision benefits................................................................................. 19 Dental benefits............................................................................... 20 Hearing benefits............................................................................. 20 SilverSneakers ® fitness program.................................................. 21 Transportation benefits.................................................................22 Bathroom safety products............................................................23 In-home safety assessment.........................................................23 Home-delivered meals..................................................................23 Counseling and extra support......................................................24 Behavioral health coverage........................................................... 25 Additional information Important plan documents.......................................................... 28 How we assess new medical technology................................ 28 Our utilization management policy........................................... 28 Your rights and responsibilities.................................................. 28 Resolving problems………………………........................................... 28 Information available upon request...........................................29 Quality comes first.........................................................................29 We honor your privacy..................................................................29 1