Member Handbook 2013

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Toll free 1-855-722-8206 TTY/TDD 1-800-735-2900 315 SW Fifth Avenue, Suite 900 Portland, OR 97204

Office hours: 8 a.m. to 5 p.m., Monday through Friday

Behavioral health services provided by: Greater Oregon Behavioral Health, Inc.

www.gobhi.org 309 E. 2nd Street The Dalles, OR 97058 Call541-298-2101

Toll free1-800-493-0040 TTY1-800-399-7335

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This handbook is available in different formats, including languages, large print, computer disk, audio tape, oral presentation or Braille. If you would like a different format, please call Columbia Pacific CCO at 503-488-2822. The toll-free number is 1-800-722-8206. Our TTY/TDD number is 1-800-735-2900.

Este manual se encuentra disponible en diferentes formatos, incluyendo otros idiomas, letra grande, disco computacional, cinta de audio, presentación oral y Braille. Si le gustaría obtener un formato diferente, sírvase llamar al Servicio de Atencion al Cliente de CareOregon (CareOregon Customer Service) al 503-488-2822. Si llama de larga distancia, marque el 1-855-722-8206. El número para personas con dificultades auditivas (TTY/TDD) es 1-800-735-2900.

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Thank You for Choosing

Columbia Pacific CCO

Columbia Pacific CCO works with the state of Oregon to provide services to Oregon Health Plan (OHP) members.

With the help of members like you, providers, and hospitals and communities, Oregon has created a new type of health plan called a Coordinated Care Organization (CCO). With a CCO, you can get all of your health care services from the same plan.

In your area, CareOregon and Greater Oregon Behavioral Health, Inc. (GOBHI) have partnered to serve you as Columbia Pacific CCO.

This means that you will receive both physical and mental health services from Columbia Pacific CCO. By 2014, we’ll also provide your dental care.

You should also review your OHP Client Handbook. It has OHP information that isn’t in this handbook. You can download or read it online at apps.state.or.us/Forms/Served/ he9035.pdf.

Getting Plan Information

Columbia Pacific sends you information about: • Covered benefits and services

• How to find a provider

• How to get care for covered services when you are outside the Columbia Pacific CCO service area

• How Columbia Pacific CCO decides if new medical equipment should be a covered benefit

• Any law changes that affect your plan. We do this at least 90 days before the changes take place.

Call Customer Service if you have questions about:

• Benefits

• Choosing or changing your primary care provider (PCP)

• Using your PCP’s services

• Authorization for medical services and supplies

• Prescription drugs

• Participating vendors of medical supplies or equipment

• Prenatal (before birth) care, and participating prenatal care providers

• A bill you received from your provider when you were covered by Columbia Pacific

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Call your DHS caseworker if you have questions about:

• Changing your address, telephone number or name

• Other primary insurance coverage • Giving birth or adopting a child • Moving outside our service area

(Clatsop, Columbia, Tillamook and western Douglas counties)

• How to contact your dental care organization (DCO)

Call your dental care organization (DCO) about your dental benefits. Your DCO is listed on the enrollment letter that you receive from DMAP.

What is the Oregon Health Plan?

The Oregon Health Plan (OHP) is a program that pays for the health care of low-income Oregonians. The state of Oregon and the U.S. government’s Medicaid program pay for it. OHP provides different groups of services, called benefit packages:

OHP Plus

OHP Plus is for:

• pregnant women • children 18 and under

• people with disabilities of any age. OHP Plus covers:

• doctor visits • prescriptions • hospital stays • dental care

• mental health services

• help with addiction to tobacco products, alcohol and drugs.

OHP Plus can also provide glasses, hearing aids, medical equipment, home health care and transportation to health care appointments. www.colpachealth.org

Call 503-488-2822

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OHP Standard

OHP Standard is for:

Oregon residents older than 18. OHP Standard covers:

• doctor visits • prescriptions • emergencies

• mental health services

• help with addiction to tobacco products, alcohol and drugs.

Some people who have OHP Standard pay a monthly charge for it, called a premium.

There are other benefit packages. An Oregon Health Authority (OHA) or Department of Human Services (DHS) caseworker can tell you which benefits you have.

Right now, OHP covers a list of 498 diseases and conditions, called the Prioritized List of Health Services. This list is on the web at www.oregon.gov/oha/OHPR/pages/ herc/current-prioritized-list.aspx.

Diseases and conditions not on the list are usually not covered by OHP, but there may be exceptions. For example, if a patient has an uncovered condition that could improve with treatment of a covered condition, the uncovered condition could be covered.

OHP Members Don’t Pay Bills

For Covered Services

If your health care provider sends you a bill, don’t pay it. Instead, call Customer Service right away at 503-488-2822 or toll-free at 1-855-722-8206. TTY/TDD users can call 1-800-735-2900.

DMAP Coverage Letter

The Division of Medical Assistance Program (DMAP) sends you a coverage letter that contains your:

• DHS caseworker’s ID and phone number. • benefit package.

• copayment requirements.

• managed care enrollment information. This letter shows information for everyone in your household who has an Oregon Health ID card. You do not need to take this letter to your health care appointments or to pharmacies. DMAP will send you a new coverage letter if you ask for one or if your coverage changes. For OHP PLUS Members: Your Oregon Health Plan (OHP) coverage letter says that clients in OHP Plus medical, dental and mental health plans are subject to copayments (“copays”). However, health plans may choose not to collect these copayments.

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As your OHP Plus medical plan, Columbia Pacific CCO does not charge copays at this time. Instead, we will cover this cost for you. We’ve also asked our clinics and medical providers not to collect copays for members who are on the OHP Plus plan.

If your provider asks you to pay a copay based on this DMAP standard, please do not pay it. Instead, ask the clinic staff to call our Customer Service department.

If you have any questions about copays, please call Customer Service.

Your Oregon Health ID Card

The DMAP sends you one Oregon Health ID card. All eligible members in your household receive their own cards. Keep your Oregon Health ID card in a safe place. DMAP only sends a new card if you change your name or ask for a new card.

Take your Oregon Health ID card to all health care appointments and pharmacies when you fill a prescription.

Keep your Oregon Health ID card in a safe place. DMAP only sends a new card if your name changes or you ask for a new card.

Your Columbia Pacific ID Card

If you or a family member changes PCPs, you will get a new Columbia Pacific ID card. If you lose your ID card, please call us and we will send you another one.

If you need care before you receive your Columbia Pacific ID card, please call us. We will help you get the services you need. IMPORTANT: Take your Oregon Health ID card and your Columbia Pacific ID card to all your health care appointments and to the pharmacy when you fill a prescription.

Providers use the information on ID cards to check your eligibility. Having your ID cards with you makes it easier to check in for appointments and get medicine at a pharmacy. www.colpachealth.org

Call 503-488-2822

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What is a Patient-Centered

Primary Care Home?

We want you to get the best care possible. One way we try to do that is by asking our providers to be recognized by the Oregon Health Authority as a Patient-Centered Primary Care Home (PCPCH). That means they can receive extra funds to follow their patients closely, and make sure their medical and mental health needs are met. You can ask at your clinic or provider’s office if it is a PCPCH.

What is a Coordinated

Care Organization?

Columbia Pacific is a Coordinated Care Organization (CCO). We are a group of all types of health care providers, working together for people on OHP in your community.

To ensure you get the best care, we coordinate your care with all of the providers or facilities you use. You’ll have access to the same providers, but they’ll work more closely together to serve you.

Columbia Pacific CCO coordinates your care by:

• Connecting you with a primary care provider (PCP) to make sure you have the tools and support you need to stay healthy

• Providing care and advice that is easy to understand and follow

• Ensuring you have the right resources to overcome any barriers to good health

• Providing you with information and access to prevention services

• Keeping you closely connected to your PCP, so you can avoid trips to the emergency room or hospital

• Making sure your PCP and your other providers talk to each other about your health care needs

• Working with local resource providers to improve your health and health care • Working closely with you, your providers

and your community to make sure you feel comfortable, safe and cared for

Our goal: better health care Our goal is to help you receive the best health care and services possible within your community, when you need them. We work closely with community and social agencies. If you face challenges like homelessness or hunger, or have multiple health conditions, we can connect you with people who can help.

What are Managed Care

and Fee-For-Service?

CCOs like Columbia Pacific are a type of managed care. Dental Care Organizations (DCOs) are another type.

The OHA wants OHP members like you to have your health care managed by private companies set up to do just that. OHA pays managed care companies a set amount each month to provide their members the health care services they need. Most OHP members must receive managed medical and dental care.

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Health services for OHP members not in managed care are paid by OHA, and are called Fee-for-Service (FFS). Native Americans and Alaska natives on OHP can choose to receive managed care or FFS. Any OHP member who has a good reason to receive FFS medical care can ask to leave managed care. Talk to your DHS caseworker about the best way to receive your medical care.

If you want Fee-for-Service

OHP instead of Managed Care

OHP wants you to get your health care from a managed care plan like Columbia Pacific. Columbia Pacific can provide some services that OHP can’t. But, you can change to Fee-for-Service OHP at any time if:

• you are an American Indian or Alaska Native.

• you are also on Medicare in addition to OHP.

If you want to change plans, call your DHS caseworker.

Members with Both

Medicaid and Medicare

Some people are eligible for both Medicaid (OHP) and Medicare. They are called “dual eligible” members. For more information, call Customer Service.

Your Rights and

Responsibilities

As an OHP client, you will be:

• Treated with respect, the same as other patients

• Free to choose your provider

• Urged to tell your provider about all your health concerns

• Able to have a friend or helper come to your appointments, and an interpreter if you want one

• Told about all of your OHP-covered and non-covered treatment options

• Allowed to help make decisions about your health care, including refusing treatment, without being forced to do something you don’t want to do

• Given a referral or second opinion, if you need it

• Given care when you need it, 24 hours a day and 7 days a week

• Free to get mental health and family planning services without a referral • Free to get help with addiction to

tobacco products, alcohol and drugs without a referral

• Given handbooks and letters that you can understand

• Able to see and get a copy of your health records

• Able to limit who can see your health records

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• Sent a Notice of Action letter if you are denied a service or there is a change in service level

• Given information and help to appeal denials and ask for a hearing

• Allowed to make complaints and get a response without a bad reaction from your plan or provider

• Free to ask the Oregon Health Authority Ombudsperson for help with problems at 503-947-2346 or toll free 877-642-0450, TTY/TDD 1-800-735-2900

As an OHP client, you agree to:

• Find a doctor or other provider you can work with and tell them all about your health

• Treat providers and their staff with the same respect you want

• Bring your medical ID cards to appointments, tell the receptionist that you have OHP and any other health insurance, and let them know if you were hurt in an accident

• Be on time for appointments

• Call your provider at least one day before if you can’t make it to an appointment • Have yearly check-ups, wellness visits and

other services to prevent illness and keep you healthy

• Follow your providers’ and pharmacists’ directions, or ask for another choice • Be honest with your providers to get the

best service possible

• Call your DHS caseworker when you move, are pregnant or no longer pregnant

About Your Primary

Care Provider (PCP)

Your Primary Care Provider

(PCP) Assignment

All Columbia Pacific members have a PCP. When you become a Columbia Pacific member, you can choose a primary care provider (PCP) or we can assign you one. This could be a doctor, a nurse practitioner or a physician’s assistant. Start with your PCP for all of your health care needs.

Some providers do not accept new patients. If you need help finding a provider in your area, call Customer Service.

IMPORTANT: If you are pregnant or have a baby less than one year old, see your PCP as soon as possible.

Getting to Know Your PCP

Your PCP keeps track of all your basic and specialty care. Make an appointment to see your PCP as soon as possible. This way, your PCP can learn about you and your medical history before you have a medical problem. This will help you avoid delays the first time you need to use your benefits.

When you don’t feel well or need a checkup, call your PCP to make an appointment and get help deciding what care you need.

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Before your appointment, write down any questions you may have so you remember to ask them. Also, write down any history of family health problems and make a list of any prescriptions, over-the-counter medications and vitamins you take.

To learn more about a provider, including qualifications, specialty and board certification, visit our online provider directory at www.colpachealth.org.

Changing your PCP

After your first 30 days as a Columbia Pacific member, you may change your PCP no more than twice in a six-month period. You may change your PCP more often if you move or are discharged from your PCP clinic.

We can help you find a PCP whose office is convenient for you and who accepts new patients. You may also look in the Primary Care Clinics section of our provider directory, available online at www.colpachealth.org. To change your PCP, call Customer Service. After you choose a PCP, we will mail you a new Columbia Pacific ID card that shows the name of the PCP you chose.

When you choose a new PCP, the change is effective right away, but it might take a few days for your new PCP to get your information. If you or your PCP has questions about your PCP assignment or plan benefits, please call Customer Service.

Changing CCOs

If you want to change to a different plan, call your caseworker. There are several chances for you to change as long as another plan is open for enrollment:

• If you move to a place that your CCO doesn’t serve, you can change plans as soon as you tell your caseworker about the move.

• You can change plans each time your caseworker finds that you meet the requirements for OHP. This is called recertification and usually happens about the same time once each year. • If you are on Medicare, you can change

plans anytime.

• (For Reedsport members only) If you or a family member did not choose that CCO, you can change plans during the first 30 days after you enroll. Everyone in your family who is on OHP must change to the same plan.

• (For Reedsport members only) If you are new to OHP, you can change plans during the first 90 days after you enroll.

Reasons why you might choose to leave Columbia Pacific on your own include:

• If Columbia Pacific CCO does not, because of moral or religious objections, cover a service that you seek.

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• If you need related services (for example a cesarean section and a tubal ligation) to be performed at the same time, not all related services are available within the network, and your PCP determines that receiving the services separately would subject you to unnecessary risk.

• Other reasons, including poor quality of care, lack of access to services covered under the contract, or lack of access to participating providers who know how to deal with your health care needs.

Columbia Pacific may ask the Division of Medical Assistance Programs (DMAP) to remove you from our plan if you:

• are abusive to our staff or providers • commit fraud, such as letting someone

else use your health care benefits • move out of our service area • lose OHP eligibility

Getting Care

When You Need It

New Members Who Need

Service Immediately

If you are new to Columbia Pacific and you need medical care or prescriptions immediately, please call Customer Service. Also, make an appointment with your PCP as soon as possible to be sure you receive any necessary ongoing care.

Making Appointments

to See your PCP

If you need a medical appointment, call your PCP’s office. Have your Medical ID number ready, and tell them that you are a Columbia Pacific member.

Call in advance for routine, non-emergency appointments. If you are sick and need a same-day appointment, tell the clinic staff when you call.

In most cases, you can get a routine or

follow-up appointment within four weeks of the request, or within 48 hours for urgent issues. If you need language interpretation, tell the clinic staff the language you speak. The PCP will arrange to have an interpreter at your appointment at no cost to you.

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If you need sign language interpretation, tell the clinic staff or call Customer Service at TTY/TDD 1-800-735-2900. We will arrange to have a sign language interpreter at your appointment at no cost to you.

Making Appointments to See a

Mental Health Provider

You do not need a referral from your PCP to get mental health services. You may call a mental health provider listed in your provider directory for the Columbia Pacific service area.

Mental illness may include: • Depression

• Anxiety • Schizophrenia

• Problems that result from physical or sexual abuse

• Bi-polar disorder

• Attention Deficit Hyperactivity Disorder (ADHD)

• Problems resulting from drug or alcohol use

• Feelings of hopelessness

• Thoughts of hurting yourself or others Mental Health treatment services may include:

• Assessment or evaluation to help decide what services you need

• Counseling or programs that help manage mental health conditions

• Programs to help with daily and community living

• Hospital care for mental illness • Emergency services

• Medications needed to help manage mental health conditions

• Programs that teach life and social skills • Skills training for parents and children

Your Right to Have an

Interpreter at Appointments

If you do not speak English or you need sign language interpretation, it is your legal right to have an interpreter at your medical appointment at no cost to you. If you need help getting an interpreter for a medical appointment, please call your PCP.

If You Must Miss a PCP Appointment

Call your PCP and cancel the appointment as soon as possible. Each clinic has its own policies about missed appointments. Ask your clinic about its policy.

Mental Health Services

IMPORTANT: You do not need a referral to get mental health services from a network provider. Please see our Provider Directory for a list of network providers.

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Mental health services are available to all OHP members. These services include a mental health assessment, case management, and therapy and inpatient psychiatric care. We cover mental health assessment to find out what kind of help you need, case management, therapy, and care in a psychiatric hospital if you need it. We offer:

• Outpatient therapy • Case management • Care coordination

• Medication management • Children’s services

• Intensive outpatient adult service • Inpatient care when required

You and your mental health professional may decide you need specialty mental health services. These services may require pre-authorization and may include:

• Consultation with a mental health specialist • Special testing or evaluation

• A referral to a special treatment program or community-based service

• Intensive Community Based Services for children

• Case Management services for adults • Residential care

• Sub-acute residential care for children • Crisis respite

• Transitional services for youth

Direct Access to Specialists

In most cases, your PCP will refer you to a specialist in the Columbia Pacific network. However, you can see specialists for some kinds of care without seeing your PCP first. This is called direct access. You can make your own appointment for the following services from a specialist who is a Columbia Pacific provider:

• Routine women’s health care and preventive women’s health care services, which includes, but is not limited to, prenatal care, breast exams, mammograms and Pap tests

• Emergency services, whether you get these services from plan providers or non-plan providers

• Urgently needed care that you get from non-plan providers when you are temporarily outside the plan’s service area • Renal (kidney) dialysis services you get

when you are temporarily outside the plan’s service area

• Family planning • Immunizations (shots)

• Mental or behavioral health services • Outpatient treatment for chemical

dependency/drug and alcohol problems. A list of providers for these services is in Columbia Pacific’s online provider directory.

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Referrals to Other Providers

If you think you need to see a specialist or other provider, make an appointment with your PCP first. Your PCP will decide which services and tests you may need and will refer you. In most cases, you must see a Columbia Pacific specialist or other provider. If a Columbia Pacific specialist or provider is not available, your PCP will ask Columbia Pacific if you can see an out-of-network provider. Columbia Pacific will work with your PCP in determining how soon you need to be seen and the specialist you need to see to address your medical needs.

If you have already seen a specialist and have questions or concerns, make an appointment with your PCP to discuss them. If you or your PCP want a second opinion from another specialist, your PCP will refer you. If a

Columbia Pacific specialist or provider is not available, your PCP will ask us if you can see an out-of-network provider. Columbia Pacific will work with your PCP to determine how urgently you need to be seen. They will also discuss which provider specialty meets your needs.

If You Need Care Out of Town

If you get sick when you are away from home, call your PCP. If you need urgent care, find a local doctor who will see you right away. Ask that doctor to call your PCP to coordinate your care.

Urgent Care

Always call your PCP’s office first about any health problem. Someone will be able to help you day and night, even on weekends and holidays. Urgent problems are things like severe infections, sprains, and strong pain. If you don’t know how urgent the problem is, call your PCP. When you have an urgent problem,

do the following:

1. Call your clinic or provider’s office. You can call anytime – day or night, 24 hours a day, seven days a week.

2. Ask to speak to the clinic nurse or on-call provider.

3. A health care professional will tell you what to do. You may be scheduled for an appointment.

www.colpachealth.org Call 503-488-2822

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After-Hours Care (Evenings,

Weekends and Holidays)

Your Columbia Pacific PCP looks after your care 24 hours a day, seven days a week. Even if the PCP’s office is closed, call the clinic’s phone number. You will speak with someone who will contact your PCP, or give you advice on what to do.

When your PCP is out of town or on vacation, they will arrange for with another provider to be available to give you care and advice.

Second Opinions

We cover second opinions. If you want a second opinion about your treatment options, ask your PCP to refer you for another opinion. If you want to see a provider outside our network, you or your provider will need to get our approval first.

Emergencies and Crises

If you think that you have a real emergency, call 911 or go to the nearest hospital. You don’t need permission to get care in an emergency. An emergency can be chest pain, trouble breathing, bleeding that won’t stop, broken bones or a mental health emergency.

Do not go to a hospital emergency room for routine care that can be provided by your PCP. For example, the following conditions are not emergencies:

• common cold • constipation • diaper rash • back pain • toothache

Emergency rooms will care for you until you are stable. If you need more care, you may be admitted to the hospital or emergency staff will tell you where to go for follow-up care. If you do not receive this information, contact your PCP on the next business day after your emergency treatment.

Post-stabilization care means covered services provided after an emergency and after your condition is stabilized to maintain or improve your condition. Columbia Pacific will pay for post-stabilization care provided by a hospital (whether or not the hospital is a plan provider).

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Mental Health Crisis

You do not need approval to call the crisis line or get emergency services. You can use those services whenever you feel you are having an emergency.

A mental health crisis means a person needs help quickly so the situation does not become an emergency. A mental health emergency is a situation where your health or safety, or the safety of others, would be in serious danger if you did not get help immediately.

If you already have a provider, your provider’s office will tell you how to reach them during a mental health crisis. If you are having a crisis, follow the plan made with your mental health professional. If you feel you need services immediately, call your provider’s office and ask for an urgent appointment, or call 911.

Things to look for if you or someone you know is having a mental health crisis:

• You or a member of your family are considering suicide

• You or a member of your family are hearing voices to hurt yourself or another person • You or a member of your family hurts other

people, animals or property

• You or a member of your family has

dangerous or highly disruptive behaviors in school, work, or with friends or with family, and the behaviors are new or not being addressed by a mental health provider.

How to Get Help for a Mental Health Crisis In Clatsop County: call 503-325-5724 (TTY/TDD: 503-338-6511)

In Columbia County: call 503-397-5211or 1-866-866-1426 (after hours) (TTY/TDD: 1-800-735-2900)

In Douglas County: call 1-800-866-9780 (24 hours) (TTY/TDD: 541-464-3810) In Tillamook County: call 503-842-8401 (TTY/TDD: 1-800-735-2900)

You can also call 911 if you are in crisis. www.colpachealth.org

Call 503-488-2822

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Suicide Prevention

One concern that may come with untreated mental illness is a risk of suicide. With appropriate treatment, your life can improve dramatically.

What are the most common warning signs? As many as 80 percent of those thinking about suicide want others to be aware of their emotional pain and stop them from dying. A warning sign does not mean a person is going to attempt suicide, but it should be taken seriously. Suicide warning signs include:

• Acting anxious or agitated; behaving recklessly

• Displaying extreme mood swings • Giving away prized possessions • Increasing the use of alcohol or drugs • Planning a way to kill oneself, such

as buying a gun

• Preoccupation with death • Talking about wanting to die or

wanting to kill oneself

• Talking about feeling hopeless or having no reason to live

• Talking about feeling trapped or in unbearable pain

• Talking about being a burden to others • Withdrawing or feeling isolated

Never keep talk of suicide a secret!

For more information, the Oregon Youth Suicide Prevention website is: www.dhs.state.or.us/ publichealth/ipe/suicide.cfm.

If you want to talk with someone outside your mental health plan, call any of the following:

• 1-800-SUICIDE (784-2433) • Suicide Prevention Lifeline

1-800-273-TALK (8255), online at suicidepreventionlifeline.org

• The David Romprey Memorial Warmline at: 1-800-698-2392.

Out of Town Emergencies

If you have a real emergency when you are away from home, call 911 or go to the nearest emergency room. Your care will be covered until you are stable.

OHP covers emergency and urgent care anywhere in the United States, but not in Mexico, Canada, or anywhere else outside the United States.

Important To Know

Do not go to a hospital emergency room for routine care that can be provided by your PCP.

For example, the following conditions are not emergencies:

• common cold • constipation • diaper rash • back pain • toothache

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Health and Wellness

Columbia Pacific is committed to helping you and your family stay well and live a healthy life. You can help prevent many serious illnesses and health conditions by making small, healthy lifestyle changes, using preventive health and wellness services, and working with your primary care provider.

Our members come from many different backgrounds and cultures, and speak different languages. Your provider or clinic can make arrangements for you based on language, religion, gender, or other concerns you might have. If you have any questions, call Customer Service.

Columbia Pacific’s health and wellness services include:

• Health checkups

• Help to quit using tobacco • Immunizations (shots)

• Prenatal care for pregnant women • Mammograms (for women)

• Pap smears (women) and prostate exams (men)

The single most important thing you can do to improve your health and your family’s health is to stop using tobacco.

Columbia Pacific pays for medications and telephone counseling with a trained coach to help you stop using tobacco. If you use tobacco, call Quit for Life toll-free at 1-866-784-8454.

Baby, Child and Teen Health

Your children’s health is important to Columbia Pacific. To keep your children healthy, be sure they have immunizations and regular checkups even when they are not sick. Your child should have a health check-up with their PCP within three months of becoming a Columbia Pacific member.

It is important for your children to get all recommended vaccinations (shots). If your child has missed any vaccinations, make an appointment to get them as soon as possible. It’s never too late to be vaccinated.

Adult Immunization Schedule

Getting regular health exams, tests and immunizations (shots) is important to staying healthy.

Chronic illness or other conditions may put some people at “high risk”. Depending on your level of risk, your PCP may want you to have certain shots more often. Talk to your PCP about which shots you should have and when you should have them.

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Benefits and Services

Prioritized List of Health Services

OHP does not cover everything. A list of covered diseases and conditions, called the Prioritized List of Health Services, is available online at www.oregon.gov/oha/OHPR/ pages/herc/current-prioritized-list.aspx. The diseases and conditions below line 498 (called “below the line”) usually are not covered by OHP, but there may be exceptions. For example, something below the line could be covered if you have a covered condition (line 498 or above) that could improve if the non-covered condition is treated.

The prioritized list of health services was developed by the Oregon Health Evidence Review Commission (HERC). The HERC is a group of doctors, nurses and others concerned about health care issues. HERC members are appointed by the governor.

To create the first prioritized list of health services, the HERC held public meetings around Oregon to find out which health issues were important to Oregonians. The HERC used that information to rank all health care procedures in order of effectiveness. The HERC meets regularly to update the list.

OHP covers reasonable services for finding out what’s wrong. That includes diagnosing a condition that is not currently funded. If a health care provider decides on a diagnosis or treatment that’s not funded, OHP will not pay for any more services for that condition.

Primary Care

Primary care is general medical care and treatment provided by your PCP. It includes:

• Preventive health care services that catch a health problem early or prevent it from happening (e.g., mammograms (breast X-rays), Pap smears, immunizations (shots)) • Care for on-going, chronic conditions, like

diabetes or asthma • Prescriptions

• Referrals for specialty care

• Admission to the hospital, if needed

Prescriptions

Columbia Pacific has a formulary. The formulary is a list of drugs that we cover. Pharmacists and doctors decide which drugs should be in the formulary.

Some drugs on the formulary have additional requirements or limits on coverage. The formulary and coverage limits/requirements are on our website at www.colpachealth.org. If you have questions about the formulary or want us to mail a copy to you, call Customer Service.

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Prescription Coverage Limitations These drugs are not covered:

• Drugs not listed in the formulary or drugs removed from the formulary

• Drugs used to treat conditions that are not covered by the Oregon Health Plan (examples are fibromyalgia, allergic rhinitis and acne)

• Drugs used for cosmetic purposes • Drugs that are not approved by the U.S.

Food and Drug Administration (FDA) and/ or drugs that have little or poor scientific evidence to support their use

• Drugs that are being studied and are not approved for your disease or condition. A drug may be approved by the FDA for use with one or more diseases or conditions, but not approved for other diseases or conditions.

Pharmacy

Columbia Pacific’s pharmacy network includes most drug chains. If you need a prescription outside Oregon, call Columbia Pacific Customer Service to find out if there is a contracted pharmacy near you.

If you pay out-of-pocket for prescriptions, you may be reimbursed by Columbia Pacific based on your benefit coverage and the limitations and exclusions of your plan. You will need to fill out a reimbursement request form and submit it to us. This form can be found on our website at www.colpachealth.org, or, you may call Customer Service for help.

How to team with your pharmacist Some drugs on the formulary have additional requirements or limits on coverage that may include:

• The use of generic drugs when available • Prior authorization

• Step therapy • Age restrictions • Quantity limits

Columbia Pacific covers some over-the-counter (OTC) drugs such as aspirin. They are listed on the formulary. You must get a prescription from your provider and give it to a pharmacist before Columbia Pacific can pay for an OTC drug. Drugs used to treat mental health conditions such as depression, anxiety and psychosis are covered directly by the Division of Medical Assistance Programs (DMAP). They are not listed on our formulary. Your pharmacist sends your prescription claim directly to DMAP. DMAP may require you to pay a copayment for these drugs.

What to Ask your Provider about Prescriptions

Columbia Pacific providers are encouraged to prescribe medications that are on our formulary. Drugs that are not listed in the Columbia Pacific formulary are called “non-formulary” and are not covered unless an exception is granted.

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IMPORTANT:Each time you receive a new prescription, ask your provider if it is covered by Columbia Pacific and if it requires prior authorization or step therapy.

If we don’t cover the specific drug, ask your provider if another drug on our formulary would work for you.

If your provider decides that the Columbia Pacific formulary does not have an acceptable alternative or if the alternative drug requires prior authorization or step therapy, ask your provider to contact us and fax a formulary exception or prior authorization request. Generally, Columbia Pacific only approves exception requests if either of these statements is true:

1. Alternative drugs or a restricted supply of the drug would work as well in treating your condition.

2. The alternative drug or restricted supply would cause bad medical effects for you. Columbia Pacific’s decisions for prior

authorization and formulary exception requests are based only on appropriate care and

coverage limitations.

We may approve a 60-day transition supply of a non-formulary or restricted drug for a chronic medical condition for members who were taking the drug before they became a Columbia Pacific member or after their discharge from a hospital or nursing facility.

You or your provider may call Customer Service to ask for a transition supply. Talk to your provider as soon as possible about drugs that we cover, or to ask us for an exception.

How to Fill your Prescriptions

Fill your prescriptions at any Columbia Pacific network pharmacy. Show your Columbia Pacific ID card and your Oregon Health ID card when you fill a prescription. You can find our network pharmacies in our online provider directory at www.colpachealth.org.

Most prescriptions are limited to a supply of 31 days or less. The earliest date you can get a refill is 23 days after you last filled your prescription. We may approve an additional refill in the following situations:

• Your medication was lost or stolen • You need extra medication because

you are traveling

• You need extra medication because your dosage was changed

• You need an extra supply to keep at work or school

EXCEPTIONS: You may get up to a 90-day supply of the following drugs:

• Generic oral contraceptives (birth control pills)

• Children’s multivitamins with fluoride and prenatal vitamins, folic acid, sodium fluoride • Digoxin, furosemide, hydrochlorothiazide,

atenolol, metoprolol, captopril, enalapril, lisinopril

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• Levothyroxine

• Albuterol HFA inhalers and nebulizer solutions

If you have an urgent need for a drug that is not on the formulary or that has additional restrictions, we may approve up to a five-day emergency supply. You, your provider or your pharmacist can call Customer Service to request an emergency supply.

Mental Health Prescriptions

We don’t cover all prescriptions. Please show your pharmacist your Oregon Health ID and your Columbia Pacific ID cards. The pharmacy will know where to send the bill.

Specialty Care

Specialty care is care by a specialist provider, such as a cardiologist, orthopedist or

endocrinologist. If you and your PCP decide that you should see a specialist, your PCP will give you a referral.

Lab Tests, X-Rays and Other Procedures Columbia Pacific pays for these services if your provider orders them.

Hospital Care

If you need care at a hospital, your PCP or specialist will arrange for your care.

Family Planning

A number of family planning services are covered by Columbia Pacific:

• Physical exams and contraceptive education

• Contraceptive supplies such as condoms, birth control pills and intrauterine devices (IUDs)

• Emergency contraception (the “morning after” pill)

• Sterilization (tubal ligations and vasectomies)

Related services that are also covered include: • Pap smears

• Pregnancy tests

• Screening and counseling for sexually transmitted diseases (STDs), including AIDS and HIV

Hearing Services

If you need hearing services, your PCP will make a referral. Columbia Pacific pays for hearing tests, hearing aids and batteries.

Skilled Nursing Facility Care

Columbia Pacific will pay for care in a skilled nursing facility for up to 20 days after you have been in the hospital. Additional skilled care may be covered by OHP.

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Chemical Dependency

(Drug and Alcohol) Treatment

If you think you need treatment for a drug or alcohol problem, talk to your PCP or call a Columbia Pacific drug and alcohol dependency provider directly. Chemical dependency (CD) providers are listed in our online provider directory.

You do not need to call Columbia Pacific for a referral for CD services.

For chemical dependency treatment, we pay for CD counseling office visits, acupuncture, methadone treatment and detoxification services.

We do not pay for residential CD treatment. Contact your CD provider for additional information.

Important to Know

The Columbia Pacific Care Management and Pharmacy units make authorization (payment) decisions about medical/surgical services, home health services, pharmacy and other benefits.

Decisions are based only on appropriate care and coverage guidelines and rules. Columbia Pacific does not reward staff for denying prior authorization requests and does not use financial incentives that reward using less services.

Dental Services

Dental services are not covered by Columbia Pacific. They are available from the Oregon Health Plan through a dental care organization (DCO). Look on page 2 of your coverage letter for the name and phone number of your DMAP dental plan.

Vision Care

For basic vision care, call VSP at 1-800-877-7195. You do not need a PCP referral.

If you have an eye injury or infection, call your PCP. Your PCP may refer you to a specialist. Eye exams for the purpose of checking on your medical condition (for example, people with diabetes) are covered. In this case, your PCP will tell you how often you should have a medical eye exam.

Benefits for members who are age 20 or younger:

• Eye exams and new glasses are covered with no limit only if they are medically necessary (for example, if you experience a change in your vision that requires new glasses). Medical necessity is decided by your PCP or other health care provider. • Oregon Health Plan covers contact lenses

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Benefits for members who are over 20 and pregnant:

• Eye exams and new glasses are covered every 24 months. Glasses are also covered within 120 days after cataract surgery or up to one year after corneal transplant. • Oregon Health Plan covers contact lenses

only for a few conditions.

Benefits for members who are 21 or older and not pregnant:

• Eye exams for prescribing glasses or contact lenses are ONLY covered when needed to treat medical conditions, such as an absent natural eye lens, synthetic eye lens replacement, thinning or “coning” of the eye lens, cataracts, and congenital cataracts.

• Glasses are covered within 120 days after cataract surgery or up to one year after corneal transplant.

To receive full dental and vision coverage, call your caseworker if you become pregnant or are now pregnant but haven’t notified your caseworker.

To find your caseworker, please call the Oregon Health Plan at 1-800-699-9075, TTY/TDD 503-373-7800.

Getting a Ride to Appointments

If you need help getting to your appointments, please call:

• Columbia, Clatsop and Tillamook counties: NW Ride Center at 1- 866-811-1001

• Reedsport: TransLink at (541) 842-2060 (voice); 888-518-8160 (toll free);

541-734-9292 (TTY/TDD). Online at http://www.rvtd.org/translink.php Some people on OHP Plus may be able to get help paying for rides.

Medical Transportation

Columbia Pacific pays for ambulance transportation in emergencies for OHP Plus members.

Call your DHS caseworker if you have a medical appointment and do not have transportation. They may be able to help you get transportation to your medical appointment at no cost to you.

Child Care

If you need child care so you can go to your appointment, please call your DHS caseworker. They may be able to help you get money to pay a babysitter.

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Exceptional Needs Care Coordination

Exceptional Needs Care Coordination (ENCC) is available if you are disabled or have multiple chronic conditions, high health care needs or special health care needs. These services are provided by trained staff that can help you overcome barriers that may keep you from being healthy. They can also help you:

• Find a provider who can help you with your special health care needs, including help with mental health and substance use issues

• Get an appointment with your PCP,

specialist or other health care or behavioral health provider

• Obtain needed equipment, supplies or services.

• Coordinate care among your doctors, other providers, home and community support agencies and social service organizations. To use these services, please call

Customer Service.

Care Management Teams

We have a team of nurses, behavioral health specialists and health care coordinators that are ready to help you. If you have a serious or chronic health condition such as diabetes, heart failure, asthma, depression or substance use, or have been in the hospital, our Care Management Teams can talk with you about how to live well and feel better.

We can help you make the most of your provider visits and connect you with helpful community resources. We also can help you understand your PCP’s treatment plan. To talk with a Care Management Team member, call Customer Service.

Non-covered Services

Not all medical treatments are covered by the OHP or Columbia Pacific. The following are not covered under the OHP Standard plan:

• Acupuncture (except for treatment of chemical dependency)

• Chiropractic and osteopathic manipulation services

• Hearing services— hearing aids or exams for the purpose of fitting hearing aids • Home health care (except enteral,

parenteral, intravenous [EPIV] therapy) • Non-emergency transportation

• Occupational therapy, physical therapy and speech therapy

• Vision care — frames, contacts or exams for the purpose of fitting glasses or contacts • Treatment for eye disease is covered for

members who have the Standard benefit. There is limited coverage for durable medical equipment (DME).

You can read or print the Oregon Health Plan Client Handbook online at: https://apps.state. or.us/Forms/Served/he9035.pdf.

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Will I Ever Have to Pay a Provider?

OHP members don’t pay bills for covered services. If your health care provider sends you a bill, don’t pay it. Instead, please call our Customer Service right away.

Generally, you will not have to pay any medical bills, with a few exceptions.

Services Covered by Columbia Pacific You have to pay the provider if you did not tell the provider that you have Columbia Pacific or other medical insurance. When you schedule your first appointment with a provider, tell the scheduler that you have Columbia Pacific or other medical insurance.

You’ll have to pay the provider if a third-party payer sent checks to you for services performed by your provider.

Services Not Covered by Columbia Pacific

You have to pay the provider if you:

• Receive services outside Oregon that are not emergencies or urgent care • Choose to have services that the provider

tells you are not covered by Columbia Pacific. In this case, the provider must tell you the cost of each service, and that you are responsible for paying for the service. The provider must also ask you to sign a written form stating that you were told this information, and that you knowingly and voluntarily agreed to pay for

non-covered services.

Please call Customer Service before you agree to pay a provider.

Native Rights

American Indians and Alaska natives can receive their care from an Indian Health Service (IHS) clinic or tribal wellness center. This is true whether you are in a CCO, prepaid health plan or OHP Fee-for-Service (open card).

If you are a member of Native American or Alaskan Native descent, you can access Native American providers in our network for your health care needs.

You can also see Native American providers that are not in our network. However, Native American providers who are not part of our network must follow the same rules as network providers. Only covered benefits will be paid for. www.colpachealth.org

Call 503-488-2822

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If a service requires a pre-authorization, they must request it before providing the service. A list of services that need pre-authorization s posted on our website.

If you have questions about your benefits under the American Recovery and Restoration Act, or if you need help understanding our pre-authorization rules, please feel free to contact your caseworker or Customer Service for help.

Outside the United States

Columbia Pacific will not cover any health services you get outside the United States, including Canada and Mexico.

New Technology

The OHP decides if new technologies and new uses of current technologies are included in your benefit package. If you have questions about whether or not a service is covered, please call Customer Service.

Even More Support

If you have severe health issues that meet specific requirements, our Care Management workers can work with you. These workers might visit you at home, go with you to appointments, talk with your community support groups or help you in other ways.

If You Are Pregnant

It is very important for your health and your baby’s health to get prenatal care while you are pregnant.

Columbia Pacific covers:

• Prenatal care (care for you before your baby is born)

• Labor and delivery

• Postpartum care (care for you after your baby is born)

• Care for your newborn baby

As soon as you know you are pregnant, do the following:

1. Call your DHS caseworker. Your worker will make sure you don’t lose OHP

benefits while you are pregnant. Your worker can also help you get additional services that you may need.

2. Call your PCP and make an appointment for prenatal care. If you prefer, you can pick your own obstetrician/prenatal care provider. A list of Columbia Pacific providers who can deliver your baby is included in our online provider directory.

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Important To Know

As soon as possible after your baby is born:

• Call your DHS caseworker to enroll your baby in the OHP. This is not done automatically.

• If you received all your medical care from an obstetrician or prenatal care provider during your pregnancy, you need to choose a primary care provider (PCP) now. Call Customer Service to help you find a PCP near you.

Information for Birth Parents

Oregon’s A Safe Place for Newborns law allows a birth parent (mother or father) to leave a newborn infant at an authorized facility, such as a hospital, doctor’s office during business hours, birthing clinic, police or fire station or sheriff’s office.

There are no legal penalties for making this choice if the baby is 30 days old or younger, is given to a staff person and shows no signs of abuse.

If you need support, want to talk to someone about this decision, or need information on adoption, counseling or other social services, call 1-800-SAFENET (1-800-723-3638).

If you decide to take your baby to “a safe place for newborns” authorized facility, you will not have to answer questions. You will be offered information and phone numbers for county child welfare offices. You will be asked to fill out a voluntary health questionnaire about the infant. You may leave at any time.

Babies receive medical attention if they need it. The staff person who accepts the baby contacts DHS, and the baby is placed in a temporary home.

If you change your mind, you can seek custody of the baby. A court hearing will be held on the first business day after the day the baby is left. There will be several court hearings after that date. Your ability to seek custody of the baby will depend on how quickly the court moves to end the parents’ rights.

Online resources:

• Parent resources: www.oregon.gov/DHS/ ph/asafeplace/resources.shtml

• Brochure: http://egov.oregon.gov/DHS/ ph/asafeplace/brochure.shtml

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Other Things You

Should Know

End of Life and Advance

Directives (Living Wills)

Adults 18 years and older can make decisions about their own care, including refusing

treatment. It’s possible that someday you could become so sick or injured that you can’t tell your providers whether you want a certain treatment or not. If you have written an Advance Directive, also called a Living Will, your providers may follow your instructions. If you don’t have an Advance Directive, your providers may ask your family what to do. If your family can’t or won’t decide, your providers will take the usual steps in treating your conditions. If you don’t want certain kinds of treatment, like a breathing machine or feeding tube, you can write that down in an Advance Directive. It lets you decide your care before you need that kind of care - in case you are unable to direct it yourself, such as if you are in a coma. If you are awake and alert your providers will always listen to what you want.

You can get an Advance Directive form at most hospitals and from many providers. You also can find one online at http://cms.oregon.gov/ dcbs/shiba/docs/advance_directive_form.pdf.

If you write an Advance Directive, be sure to talk to your providers and your family about it and give them copies. They can only follow your instructions if they have them. Some providers and hospitals will not follow Advance Directives for religious or moral reasons. You should ask them about this.

If you change your mind, you can cancel your Advance Directive anytime. To cancel your Advance Directive, ask for the copies back and tear them up, or write CANCELED in large letters, sign and date them. For questions or more information contact

Oregon Health Decisions at 1-800-422-4805 or 503-241-0744, TTY/TDD 1-800-735-2900.

Declaration for Mental

Health Treatment

Oregon has a form called a Declaration for Mental Health Treatment. This form is a legal document. It allows you to make decisions now about future mental health care in case you are unable to make your own care decisions. If you do not have this form in place, and you are not able to make your own decisions, then only a court or two doctors can decide that you cannot make your own care decisions.

You may also use this form to name an adult who can make mental health decisions for you when you cannot make them for yourself. This person must agree in writing to represent you. The person you name must follow your wishes. If your wishes are unknown, the person you name must make decisions that are in your best interest.

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A Declaration for Mental Health Treatment is effective for three years. If you become unable to make decisions, this document will remain in effect until you are capable of making decisions. You may change or cancel your declaration at any time as long as you are capable of making decisions for yourself. It is important to give this form to your health care provider and to give a copy to the person you name to represent you. You may request this form three ways:

• Call the state of Oregon at 1-503-945-9700

• Request a copy from your current provider • Online go to http://cms.oregon.gov/oha/

amh/Pages/tools-providers.aspx (under “Forms”)

For more information on the Declaration for Mental Health Treatment go to the state of Oregon’s website at: http://cms.oregon.gov/ oha/amh/forms/declaration.pdf. You can talk directly with your mental health provider, if you have one.

Provider Incentives and

Reimbursement

We do not pay or reward our providers for limiting services and referrals.

You have the right to ask if Columbia Pacific has special financial arrangements with our providers that can affect the use of referrals and other services.

To find out, call our Customer Service Department and ask for information about our physician payment arrangements

If you Change your Address

or Phone Number

If you move or change your phone number, tell your DHS caseworker as soon as possible. They depend on you for this information. Your worker’s phone number is on page 2 of your coverage letter. Also, tell your PCP clinic your new information.

If you need a new PCP clinic after you move, please let us know. Our Customer Service staff will help you choose a new PCP.

Disenrollment

When you have a problem getting the right care, please let us try to help you before changing plans. Just call Customer Service at 503-488-2822 or toll-free at 1-855-722-8206 (TTY/TDD 1-800-735-2900) and ask for our Care Coordinator.

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Complaints and Appeals

Complaints (Grievances)

Columbia Pacific providers want to give you the best possible medical care. However, if you have a complaint with any part of your care, contact a Columbia Pacific Customer Service representative in person, by phone or in writing. Our staff will address your concerns. If your complaint needs additional follow up, you will receive a follow up call or letter within five business days. We will provide a final response to you within 30 calendar days.

You may also contact your provider directly to discuss your concerns.

Appeals

If you have been denied a service by Columbia Pacific, you may request an appeal. Follow the instructions on the Notice of Action (initial decision notice) to begin the appeal process through Columbia Pacific and request an

administrative hearing through DMAP. You must file the appeal within 45 days from the date of the decision notice.

If you choose to file an appeal, we will review it and mail you a Notice of Appeal Resolution within 16 days after the date of your request. If you also appeal to DMAP, they will schedule a hearing within 45 days of your request.

If you are not satisfied with the decision, follow the instructions on the Notice of

Appeal Resolution to request an administrative hearing with DMAP within 45 days from the date of the decision notice. Your Notice of Action denial letter will have a Hearing Request form that you can send in to ask the state for a hearing. You can also ask us to send you a Hearing Request form, or call OHP Client Services at 1-800-273-0777, TTY/TDD 1-800-735-2900, to ask for a form.

At the hearing, which will be held over the phone, you can explain why you do not agree with our decision and why the services requested should be covered. You do not need to hire a lawyer, but you can have one or someone else help you with the hearing. You can fill out the section in the hearing request form to name a representative who will speak for you at the hearing. The representative can be anyone you choose, including your provider. Make sure that the representative you name is willing and able to speak on your behalf at the hearing. You can also have witnesses testify. Neither DMAP nor Columbia Pacific will pay for the cost of a lawyer; however, you may try the following options:

• Call the Public Benefits Hotline (a program of Legal Aid Services of Oregon and the Oregon Law Center) at 1-800-520-5292 for advice and possible representation. TTY/TDD users can dial 1-800-735-2900. • Legal aid information can also be found at

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PLEASE NOTE: If your provider is contracted with Columbia Pacific, he/she can also file an appeal to have services covered for you. Your provider can also support your appeal by sending us your medical records when we ask for them, or by including them with their appeal. If the provider files the appeal, and if the decision is still to deny coverage, he/she will not have rights to ask for an administrative hearing. Having a provider file an appeal on your behalf does not mean that your 45 calendar day timeframe to file an appeal will be extended.

If your problem is not solved at any step in this process, contact the Columbia Pacific Appeals Coordinator or the DMAP

Hearings Representative.

Expedited Hearings for

Urgent Medical Problems

If you believe your medical problem cannot wait for a review, ask Columbia Pacific or DMAP for an expedited (fast) appeal or hearing.

Our mailing address is:

Columbia Pacific

Attn: Appeals and Grievances 315 SW Fifth Avenue, Suite 900 Portland, OR 97204

Or, you may fax your appeal form to 503-416-8118, Attention: Columbia Pacific Appeals Coordinator.

Also, you may mail or fax a request for an expedited (fast) hearing to DMAP at the following address:

Oregon Dept. of Human Services

Division of Medical Assistance Program Hearings Unit

500 Summer St., NE, E49 Salem, OR 97301-1079

503-945-5772 or 1-800-527-5772 TTY/TDD: 1-800-375-2863

Fax: 503-945-6035

The DMAP Medical Director will review your medical records and decide if your medical problem cannot wait for the regular hearing process. You should get a decision within three workdays.

Important To Know

Our Customer Service staff can help you file a complaint. If you need help, please call us at 1-855-722-8206. TTY/TDD users should call 1-800-735-2900.

You also can ask your DHS caseworker for help, or call the Public Benefits Hotline (a program of Legal Aid Services of Oregon and the Oregon Law Center) at 1-800-520-5292. TTY/TDD users should call 1-800-735-2900. Legal Aid information can also be found at www.oregonlawhelp.org.

Appealing a decision will not affect

continuation of service with Columbia Pacific. However, you may have to pay for services delivered during the appeal process if the decision to deny or limit the service is upheld.

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Dual-eligible members

(Columbia Pacific and Medicare)

If you are enrolled in both Columbia Pacific and Medicare, you may have more appeal rights. Contact Customer Service for more information.

A Copy of Your Records

You can have a copy of your medical records, unless the provider feels that this creates a safety risk. Your PCP has most of your records, so you can ask them for a copy. They may charge a reasonable fee for copies. You can ask us for a copy of the records we have. We may charge you a reasonable fee for the copies, limited to the actual cost of making the copies. You can have a copy of your mental health records unless your provider thinks this could cause serious problems.

Notice of Privacy Practices

This section describes how medical information about you may be used and disclosed and how you can get access to this information.

If you need help understanding our privacy practices, please call Customer Service.

Our Promise To You Regarding

Your Health Information

Our staff understands that your health information is personal. We protect your health information.

We keep records about Columbia Pacific members to be sure we have accurate information about how we give you services.

How Columbia Pacific

Follows This Notice

This notice describes how Columbia Pacific uses and gives out your health information. We are required by law to maintain the privacy of your health information and to provide you with this notice. This notice tells you about our legal duties, and about how we protect your privacy. We are required to comply with the rules shown here.

Member Handbook 2013

Contents

Thank You for Choosing

Columbia Pacific CCO

Getting Plan Information

What is the Oregon Health Plan?

OHP Plus

OHP Standard

OHP Members Don’t Pay Bills

For Covered Services

DMAP Coverage Letter

Your Oregon Health ID Card

Your Columbia Pacific ID Card

What is a Patient-Centered

Primary Care Home?

What is a Coordinated

Care Organization?

What are Managed Care

and Fee-For-Service?

If you want Fee-for-Service

OHP instead of Managed Care

Members with Both

Medicaid and Medicare

Your Rights and

Responsibilities

About Your Primary

Care Provider (PCP)

Your Primary Care Provider

(PCP) Assignment

Getting to Know Your PCP

Changing your PCP

Changing CCOs

Getting Care

When You Need It

New Members Who Need

Service Immediately

Making Appointments

to See your PCP

Making Appointments to See a

Mental Health Provider

Your Right to Have an

Interpreter at Appointments

If You Must Miss a PCP Appointment

Mental Health Services

Direct Access to Specialists

Referrals to Other Providers

If You Need Care Out of Town

Urgent Care

After-Hours Care (Evenings,

Weekends and Holidays)

Second Opinions

Emergencies and Crises

Mental Health Crisis

Suicide Prevention

Out of Town Emergencies

Health and Wellness

Baby, Child and Teen Health

Adult Immunization Schedule

Benefits and Services

Prioritized List of Health Services

Primary Care

Prescriptions

Specialty Care

Dental Services

Vision Care

Getting a Ride to Appointments

Medical Transportation

Child Care

Exceptional Needs Care Coordination

Care Management Teams

Non-covered Services

Will I Ever Have to Pay a Provider?

Native Rights

Outside the United States

If You Are Pregnant

Information for Birth Parents

Other Things You

Should Know

End of Life and Advance

Directives (Living Wills)