WELCOME TO KAISER PERMANENTE Make the most of your membership in 1 3 EASY STEPS 2 2020 Select Deductible HMO 3 Reference Guide Greetings <Subscriber name>, we’re glad to be your partner on this journey, and we look forward to a long and healthy relationship with you. This reference guide will help you make the most of your membership with Kaiser Permanente. It puts important details at your fingertips, including how to get care, how your plan works, important phone numbers, and information about Urgent Care centers. You will also find information about pharmacies, getting care away from home, and understanding your costs. This reference guide will also walk you through the most important steps for accessing your membership and learning more about how your plan works. The sooner you choose a doctor and sign up on our website, the more you’ll get out of your new health plan. We encourage you to take a few minutes to read through this brochure and keep it nearby for quick reference. Get started today by calling us at 800-777-7902 (TTY 711) or visiting kp.org/newmember. Take advantage of all that life has to offer by being as healthy as you can be. Kim Horn President, Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc. To learn more about the details of your plan, open the fold on the cover. Your plan is governed by the Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc. (KFHP-MAS), Group Agreement and Evidence of Coverage (EOC). Inside this booklet, it is referred to as your “plan document.” In the event of ambiguity or conflict between this member guide and the KFHP-MAS Group Agreement and EOC, the KFHP-MAS Group Agreement and EOC shall control. How your Kaiser Permanente health plan works Your Select Deductible HMO plan You are enrolled in the Select Deductible HMO Tips on how to use the Select network: plan, which includes two key highlights: • To choose a doctor who does not practice in a • The Select network Kaiser Permanente facility, refer to the Select • A deductible Physician Directory or visit kp.org/doctor for a list of primary care physicians, ob/gyns, specialists, Your network: With this plan, you have access to and hospitals in the Select network. the Select network, which gives you quality care • If you choose a doctor in the network who does from over 1,500 physicians of the Mid-Atlantic not practice at a Kaiser Permanente facility, talk Permanente Medical Group, P.C. (Permanente), who with that physician about how his or her health practice in state-of-the-art Kaiser Permanente care team is organized to support your care. facilities, and thousands of network physicians who • If you have a referral from a network physician, have private practices in the community. you will need to get preauthorization from Why getting care at Kaiser Permanente facilities is a the Kaiser Permanente Utilization Management great idea: Department. Call Member Services at 800-777-7902 (TTY 711), Monday through • You can view most lab results, refill most Friday, 7:30 a.m. to 9 p.m. (except holidays). prescriptions, email your doctor’s office, schedule routine appointments, and more at kp.org.1 • If your preauthorization request is denied, you have the right to file an appeal if you disagree • If you have more than one appointment, test, or with the health plan’s decision. Appeal rights procedure, you may be able to have them done in and detailed instructions are included with your one place on the same day, saving you time. plan document. • When you call for medical advice anytime, you could get video advice from a doctor who is connected to your personal care team.2 • You can make a video appointment with your primary care doctor during regular office hours.3 1TThese features are available for care provided at Kaiser Permanente medical centers. 2Video advice with a doctor is for certain medical conditions for members 18 and older. Member must be physically present in Maryland, Virginia, or Washington, DC. 3Video visits are available to Kaiser Permanente members who have a camera-equipped computer or mobile device and are registered at kp.org. You must be present in Maryland, Virginia, or Washington, DC, for visits with your primary care physician or mental health provider. For urgent video visits with an emergency doctor, you may be also be present in West Virginia, Florida, North Carolina, or Pennsylvania. For certain medical or mental health conditions. For video visits with a mental health provider, appointments can be scheduled for follow-up care. 4 How your Kaiser Permanente health plan works Your Select Deductible HMO plan Your deductible: Your plan has a deductible. A Preventive care services, including routine physicals, deductible is the amount you pay for covered health and well-child visits are covered at no cost, even if care services before your insurance plan starts to your deductible has not been met. pay. After you reach your deductible, you will only need to pay applicable copayment and coinsurance for most covered services for the remainder of your plan year. How your deductible plan works Start date End date1 Before medical After medical After out-of-pocket deductible is met deductible is met maximum is met Preventive care2 No charges No charges No charges Other covered Copays Full charges No charges medical services3 Coinsurance Copays Copays Most prescription No charges drugs3,4 Coinsurance Coinsurance If you have questions about how much your visits should cost, visit kp.org/costestimates. Estimates are based on your plan benefits and whether you’ve reached your deductible—so you get personalized information every time. For more information on your plan, visit kp.org and review your plan document. 1See your plan document for plan details, including the date your deductible and out-of-pocket maximum will start over. 2Most preventive care services are covered at no cost, even before you reach your deductible. 3See your plan document for details on what services are subject to the deductible and out-of-pocket maximum. 4 Some plans have a separate pharmacy deductible. For those plans, you will need to pay full charges before your pharmacy deductible is met. See your plan document for more details. 5 Let’s get started Making the most of your membership takes only 3 easy steps. Ready to go? Step 1: Choose your doctor—and change anytime ...............................................................................2 Step 2: Create your online account on kp.org ........................................................................................3 Step 3: Get prescriptions ..........................................................................................................................................4 Also inside Pharmacies ............................................................................................................................................5 The right care .......................................................................................................................................6 Kaiser Permanente medical facilities .................................................................................................8 Urgent Care ...........................................................................................................................................9 Hospital care .......................................................................................................................................11 Additional services .............................................................................................................................12 Understanding your costs and benefits .........................................................................................15 Claims ...................................................................................................................................................17 Choose your doctor— 1 and change anytime Select from a wide range of great doctors and change anytime, for any reason To help you find a personal doctor (also called a See specialists, some without a referral primary care physician or PCP) who’s right for you, You don’t need a referral for the following specialties. you can browse our online doctor profiles. There, Just call for an appointment: you’ll see information related to their education, credentials, specialties, and interest areas, as well • 800-777-7904 for obstetrics-gynecology and as whether or not they’re accepting new patients. optometry • 866-530-8778 for behavioral health (initial Women should choose an ob/gyn in addition to consultation), except inpatient care, and chemical their PCP. dependency or addiction medicine You can choose a personal doctor with For other types of specialty care, your doctor any of these specialties: will refer you. If you have an affiliated or network • Adult medicine/internal medicine physician, contact that doctor’s office directly. • Family medicine • Pediatrics/adolescent medicine (for children up to 18) Go to kp.org/doctor to browse our Each covered family member may choose his doctor profiles and find a doctor who or her own personal doctor. If you do not choose matches your needs. You can also call a PCP or ob/gyn within the first 30 days of 800-777-7904 (TTY 711), 24 hours a day, enrollment, one will be assigned to you. 7 days a week. If the doctor you’d like to select isn’t accepting new patients, you can call us for assistance. 2 Create your online 2 account on kp.org Start using our secure website, kp.org, to