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UnitedHealthcare Indiana Hoosier Care Connect Frequently Asked Questions

If you are not enrolled in Indiana Medicaid, you may be eligible. To find out if you qualify or have questions about your current coverage, visit in.gov/Medicaid/members, call 1-800-403-0864, or visit a local FSSA office. A list of office locations can be found here.

Yes, you will get a member ID card from UnitedHealthcare Community Plan. Every family member enrolled with Hoosier Care Connect should have his or her own ID card.

You will need your UnitedHealthcare Community Plan ID card for all visits to the doctor, hospital, and pharmacist. If you haven't received your ID cards within one week of your effective date of enrollment with UnitedHealthcare Community Plan, please contact Member Services at 1-800-832-4643. If you are hearing or speech impaired, please call TTY 711.

We will be happy to send you a new one. Please contact Member Services toll-free, at 1-800-832-4643. If you are hearing or speech impaired, please call TTY: 711. You can also go to myuhc.com/communityplan, register and print a copy of your card.

If you move, you will need to contact the State of Indiana to notify them. Visit in.gov/Medicaid/membersor call 1-800-403-0864.

UnitedHealthcare Community Plan
P. O. Box 31349
Salt Lake City, UT 84131

Medicaid is a program funded by the federal and state governments, which pays for medical care for those who qualify. For more information about the different programs available in Indiana, visit in.gov/Medicaid/members

We want to hear from our members about any questions, complaints or concerns you may have. If you have a grievance, please call Member Services toll-free, at 1-800-832-4643, TTY 711.

If you are not happy with the response from your Member Services Advocate, Care Manager or Member Services, you may file a grievance. You may file a complaint or grievance against us (the health plan) or a provider with us. Grievances must be filed within 60 calendar days of the occurrence that results in the grievance. 

Members may file a grievance verbally with their Member Services Advocate, Care Manager or call Member Services from 8 am to 8 pm EST, Monday through Friday, at 1-800-832-4643, TTY 711. All members can file a grievance through this process. 

Members may also file a written grievance by sending it to: 

UnitedHealthcare Grievances and Appeals
P.O. Box 31364
Salt Lake City, UT 84131-0364

In your letter, please include your name, address, subscriber ID numbers, the reason for your grievance, and any other information you think is important.

For detailed information about complaints and appeals, contact Member Services or view the Appeals and Grievances section of the Member Handbook.

If you think fraud, waste or abuse is going on, call the UHC Fraud Hotline at 1-844-359-7736. You can also call Member Services at 1-800-832-4643. We will not use your name in your report. You will not get in trouble for reporting this. We will look into the matter for you. The State of Indiana also has a fraud, waste and abuse toll-free hotline. You can call 1-800-403-0864. Reports can be made anonymously. TTY users may dial 711 for all options.

For more information or to report online go here

During the pandemic the State of Indiana waived all copays. If you are asked to pay for medicine or other services, please contact us right away. We will make sure you get what you need at no cost to you.

After the public health emergency ends, some members will have copays for:

  • Medications ($3 each)
  • Going to the emergency room for a reason that is not an emergency ($3)
  • Transportation ($1 each way)

The most you may be asked to pay for a medication at the pharmacy is $3. This only applies if you are on a copay plan. If you don’t know if you have a copay call Member Services.

Common issues at the pharmacy are:

  • The pharmacy did not have the right details about your account. Show your Member ID card. That has the correct billing info on it.
  • The pharmacy is not set up to accept your UnitedHealthcare coverage for Hoosier Care Connect. You may need to switch pharmacies. Walgreens is our anchor pharmacy. There are many other pharmacies available to you. Please use the Find a Pharmacy tool on this site. You may also call Member Services for a list of pharmacies near you.

You should never be asked to pay full price for your medications. Call Member Services right away if this happens. We will help you get the medications you need.

Our members can access many special services and programs. Contact Member Services for more information. We offer:

  • Fitness membership to all fitness clubs in our One Pass network. Visit one or use them all! This includes:
    • many gyms and national fitness centers like YMCA and Planet Fitness
    • over 20,000 online fitness classes like Daily Burn and Yoga Works
  • Doctor Chat: Virtual visits are available 24/7, no appointment needed
  • Nurse Line: Call a nurse for advice 24/7
  • Alternative Healing: Get reimbursed for things like herbal remedies, acupuncture, massage or special vitamins
  • Monthly caregiver phone calls to support those caring for others
  • Essentials Box: Connect with us and get a little help with cleaning, hygiene and food items that help your budget
  • Mom’s Meals: Get 14 meals delivered to your home so you can eat well while healing after a hospital stay. This program is also open to members who need short-term help getting groceries.
  • Help connecting with resources for:
    • Free mobile phone and service
    • Internet and computer equipment at lower costs
    • SNAP, EBT and WIC support
    • Food pantries
    • Utility help
    • High school diploma prep
    • Quit support for tobacco, alcohol or drugs
    • Friends and family mileage reimbursement program
    • And more
  • Mental health and well-being: Free app that has cool tools to help you track your mood, find ways to cope with stress and connect with others
  • Rewards for healthy activities like getting an annual check-up
  • Free rides to food pantries
  • Free extra stop at the pharmacy to pick up medicine after a doctor appointment
  • Free rides to WIC and DFR appointments
  • On My Way: Free app for foster children and others who are nearing adulthood
  • Justplainclear.com – online dictionary for medical terms explained in a plain and clear way
  • Community Health Workers: Face-to-face support when you need it
  • Healthy First Steps: A free program for pregnant moms
  • Member Advisory Committee: Let us know how we are doing. Learn more about your Hoosier Care Connect benefits. Attend by phone or in person.
     

All foster children have an assigned care manager at the health plan. To find out who your care manager is, call Member Services. We will get you connected. You may coordinate and schedule appointments, learn about covered benefits, including special therapy services, enhanced programs and, if needed, a customized plan of care.  There are certain changes to your foster child’s record that can only be made by your assigned Family Case Manager. Share your Family Case Manager’s contact info with us so that we can more easily help you get the care your foster child needs. 

You should have a member ID card. On it you will see a 12-digit number ending in 99. This is the ID number assigned to you by the State of Indiana. Your member ID card also lists your primary medical provider. That is the main doctor that you see for your health care needs. If you do not have a member ID card please call Member Services. We will send a new card to you. 

Yes! You may visit the Google or Apple Apps store from your smartphone. Download the UnitedHealthcare Mobile App. This includes a digital ID card so that you always have it. You will also be able to see claims and access care. We have a Nurse Line and a Doctor Chat app available 24 hours a day, 7 days a week.

Disclaimer information
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Looking for the federal government’s Medicaid website? Look here at Medicaid.gov.

UnitedHealthcare Dual Complete plans

Plans are insured through UnitedHealthcare Insurance Company or one of its affiliated companies, a Medicare Advantage organization with a Medicare contract and a contract with the State Medicaid Program. Enrollment in the plan depends on the plan’s contract renewal with Medicare. This plan is available to anyone who has both Medical Assistance from the State and Medicare. This information is not a complete description of benefits. Call 1-800-905-8671 TTY 711, or use your preferred relay service for more information. Limitations, co-payments, and restrictions may apply. Benefits, premiums and/or co-payments/co-insurance may change on January 1 of each year.

Nurseline disclaimer

This service should not be used for emergency or urgent care needs. In an emergency, call 911 or go to the nearest emergency room. The information provided through this service is for informational purposes only. The nurses cannot diagnose problems or recommend treatment and are not a substitute for your doctor's care. Your health information is kept confidential in accordance with the law. The service is not an insurance program and may be discontinued at any time.

UnitedHealthcare Connected® for MyCare Ohio (Medicare-Medicaid Plan)

UnitedHealthcare Connected® for MyCare Ohio (Medicare-Medicaid Plan) is a health plan that contracts with both Medicare and Ohio Medicaid to provide benefits of both programs to enrollees. If you have any problem reading or understanding this or any other UnitedHealthcare Connected® for MyCare Ohio (Medicare-Medicaid Plan) information, please contact our Member Services at 1-877-542-9236 (TTY 711,) from 7 a.m. to 8 p.m. Monday through Friday (voice mail available 24 hours a day/7 days a week) for help at no cost to you.

Si tiene problemas para leer o comprender esta o cualquier otra documentación de UnitedHealthcare Connected® de MyCare Ohio (plan Medicare-Medicaid), comuníquese con nuestro Departamento de Servicio al Cliente para obtener información adicional sin costo para usted al 1-877-542-9236 (TTY 711) de lunes a viernes de 7 a.m. a 8 p.m. (correo de voz disponible las 24 horas del día, los 7 días de la semana).

This is not a complete list. The benefit information is a brief summary, not a complete description of benefits. For more information contact the plan or read the Member Handbook. Limitations, copays, and restrictions may apply. For more information, call UnitedHealthcare Connected Member Services or read the UnitedHealthcare Connected Member Handbook. Benefits, List of Covered Drugs, pharmacy and provider networks and/or copayments may change from time to time throughout the year and on January 1 of each year.

UnitedHealthcare Connected® (Medicare-Medicaid Plan)

UnitedHealthcare Connected® (Medicare-Medicaid Plan) is a health plan that contracts with both Medicare and Texas Medicaid to provide benefits of both programs to enrollees.

This is not a complete list. The benefit information is a brief summary, not a complete description of benefits. For more information contact the plan or read the Member Handbook. Limitations, copays and restrictions may apply. For more information, call UnitedHealthcare Connected Member Services or read the UnitedHealthcare Connected Member Handbook. Benefits and/or copayments may change on January 1 of each year.

Puede obtener este documento de forma gratuita en otros formatos, como letra de imprenta grande, braille o audio. Llame al 1-800-256-6533, TTY 711, de 08:00 a. m. a 08:00 p. m., hora local, de lunes a viernes (correo de voz disponible las 24 horas del día,/los 7 días de la semana). La llamada es gratuita.

Puede llamar a Servicios para Miembros y pedirnos que registremos en nuestro sistema que le gustaría recibir documentos en español, en letra de imprenta grande, braille o audio, ahora y en el futuro. Los servicios Language Line están disponibles para todos los proveedores dentro de la red.

UnitedHealthcare Connected® for One Care (Medicare-Medicaid Plan)

UnitedHealthcare Connected® for One Care (Medicare-Medicaid Plan) is a health plan that contracts with both Medicare and MassHealth (Medicaid) to provide benefits of both programs to enrollees. UnitedHealthcare Connected® for One Care (Medicare-Medicaid Plan)

es un plan de salud que tiene un contrato tanto con Medicare como con el programa MassHealth (Medicaid) para proporcionar los beneficios de ambos programas a sus miembros.

 

UnitedHealthcare Connected benefit disclaimer 

This is not a complete list. The benefit information is a brief summary, not a complete description of benefits. For more information contact the plan or read the Member Handbook. Limitations, copays and restrictions may apply. For more information, call UnitedHealthcare Connected Member Services or read the UnitedHealthcare Connected Member Handbook. Benefits and/or copayments may change on January 1 of each year.

You can get this document for free in other formats, such as large print, braille, or audio. Call 1-866-633-4454, TTY 711, 8 am - 8 pm., local time, Monday - Friday (voicemail available 24 hours a day/7 days a week). The call is free. You can call Member Engagement Center and ask us to make a note in our system that you would like materials in Spanish, large print, braille, or audio now and in the future.

Language Line is available for all in-network providers. 

Puede obtener este documento de forma gratuita en otros formatos, como letra de imprenta grande, braille o audio. Llame al 1-866-633-4454, TTY 711, de 8am. a 8pm, hora local, de lunes a viernes (correo de voz disponible las 24 horas del día,/los 7 días de la semana). La llamada es gratuita.

Puede llamar a Servicios para Miembros y pedirnos que registremos en nuestro sistema que le gustaría recibir documentos en español, en letra de imprenta grande, braille o audio, ahora y en el futuro. Los servicios Language Line están disponibles para todos los proveedores dentro de la red.

UnitedHealthcare Connected® general benefit disclaimer

This is not a complete list. The benefit information is a brief summary, not a complete description of benefits. For more information contact the plan or read the Member Handbook. Limitations, copays and restrictions may apply. For more information, call UnitedHealthcare Connected® Member Services or read the UnitedHealthcare Connected® Member Handbook. Benefits, List of Covered Drugs, pharmacy and provider networks and/or copayments may change from time to time throughout the year and on January 1 of each year.

You can get this document for free in other formats, such as large print, braille, or audio. Call Member Services, 8 a.m. - 8 p.m., local time, Monday - Friday (voicemail available 24 hours a day/7 days a week). The call is free.

You can call Member Services and ask us to make a note in our system that you would like materials in Spanish, large print, braille, or audio now and in the future.

Language Line is available for all in-network providers.

Puede obtener este documento de forma gratuita en otros formatos, como letra de imprenta grande, braille o audio. Llame al Servicios para los miembros, de 08:00 a. m. a 08:00 p. m., hora local, de lunes a viernes correo de voz disponible las 24 horas del día,/los 7 días de la semana). La llamada es gratuita.

Puede llamar a Servicios para Miembros y pedirnos que registremos en nuestro sistema que le gustaría recibir documentos en español, en letra de imprenta grande, braille o audio, ahora y en el futuro.

Los servicios Language Line están disponibles para todos los proveedores dentro de la red.

UnitedHealthcare Senior Care Options (HMO SNP) Plan

UnitedHealthcare SCO is a Coordinated Care plan with a Medicare contract and a contract with the Commonwealth of Massachusetts Medicaid program. Enrollment in the plan depends on the plan’s contract renewal with Medicare. This plan is a voluntary program that is available to anyone 65 and older who qualifies for MassHealth Standard and Original Medicare. If you have MassHealth Standard, but you do not qualify for Original Medicare, you may still be eligible to enroll in our MassHealth Senior Care Option plan and receive all of your MassHealth benefits through our SCO program.

Availability of non-english disclaimer

ATTENTION: If you speak an alternative language, language assistance services, free of charge, are available to you. Call 1-800-905-8671 TTY 711, or use your preferred relay service.

ATENCIÓN: Si habla Español, hay servicios de asistencia lingüística disponibles para usted y que no tienen cargo. Llame al 1-800-905-8671 TTY 711, o utilice su servicio de retransmisión preferido

Star ratings disclaimer

Every year, Medicare evaluates plans based on a 5-Star rating system.

Formularies

The formulary, pharmacy network and provider network may change at any time. You will receive notice when necessary.

NCQA

UnitedHealthcare Connected® has a Model of Care approved by the National Committee for Quality Assurance (NCQA) to operate as a Special Needs Plan (SNP) until 2017 based on a review of UnitedHealthcare Connected’s Model of Care.

Important provider information

The Choice is Yours

We will provide you with information to help you make informed choices, such as physicians' and health care professionals' credentials. This information, however, is not an endorsement of a particular physician or health care professional's suitability for your needs.

The providers available through this application may not necessarily reflect the full extent of UnitedHealthcare's network of contracted providers. There may be providers or certain specialties that are not included in this application that are part of our network. If you don't find the provider you are searching for, you may contact the provider directly to verify participation status with UnitedHealthcare's network, or contact Customer Care at the toll-free number shown on your UnitedHealthcare ID card. We also recommend that, prior to seeing any physician, including any specialists, you call the physician's office to verify their participation status and availability.

Some network providers may have been added or removed from our network after this directory was updated. We do not guarantee that each provider is still accepting new members.

Out-of-network/non- contracted providers are under no obligation to treat UnitedHealthcare plan members, except in emergency situations. Please call our customer service number or see your Evidence of Coverage for more information, including the cost- sharing that applies to out-of-network services.

American Disabilities Act notice

In accordance with the requirements of the federal Americans with Disabilities Act of 1990 and Section 504 of the Rehabilitation Act of 1973 ("ADA"), UnitedHealthcare Insurance Company provides full and equal access to covered services and does not discriminate against qualified individuals with disabilities on the basis of disability in its services, programs, or activities.

Referrals

Network providers help you and your covered family members get the care needed. Access to specialists may be coordinated by your primary care physician.

Paper directory requests

Paper copies of the network provider directory are available at no cost to members by calling the customer service number on the back of your ID card. Non-members may download and print search results from the online directory.

Inaccurate information

To report incorrect information, email provider_directory_invalid_issues@uhc.com. This email box is for members to report potential inaccuracies for demographic (address, phone, etc.) information in the online or paper directories. Reporting issues via this mail box will result in an outreach to the provider’s office to verify all directory demographic data, which can take approximately 30 days. Individuals can also report potential inaccuracies via phone. UnitedHealthcare Members should call the number on the back of their ID card, and non-UnitedHealthcare members can call 888-638-6613 TTY 711, or use your preferred relay service.

Declaration of Disaster or Emergency

If you’re affected by a disaster or emergency declaration by the President or a Governor, or an announcement of a public health emergency by the Secretary of Health and Human Services, there is certain additional support available to you.

  • Part A, Part B, and supplemental Part C plan benefits are to be provided at specified non- contracted facilities (note that Part A and Part B benefits must be obtained at Medicare certified facilities);
  • Where applicable, requirements for gatekeeper referrals are waived in full;
  • Plan-approved out-of-network cost-sharing to network cost-sharing amounts are temporarily reduced; and
  • The 30-day notification requirement to members is waived, as long as all the changes (such as reduction of cost-sharing and waiving authorization) benefit the member.

If CMS hasn’t provided an end date for the disaster or emergency, plans will resume normal operation 30 days after the initial declaration.

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