Member Website. The CONTRACTOR shall have a Member website that is available to all Members and the general public without any log-in restrictions and that contains accurate, up-to-date information about the CONTRACTOR’s MCO, including the Member handbook, services provided, the Formulary, the Provider directory, frequently asked questions (FAQs), Member newsletters, contact phone numbers and e-mail addresses, and any other information required by State and federal statutes or regulations or specified by HCA. The CONTRACTOR must ensure its website is Americans with Disabilities Act Section 508 compliant and meets health equity requirements. The CONTRACTOR must have a mobile version of the MCO’s Member website content. The CONTRACTOR must ensure that all Member information is located on the MCO's website in a manner that Members can easily find and navigate to and from the MCO’s home page. The CONTRACTOR must have a secure Member portal that allows Members to access the following information on a real-time basis: An electronic version of the Member’s identification card; Authorized services; The Member’s current PCP; The data specified in 42 C.F.R. § 438.242 and 42 C.F.R. § 431.60; and Other information, as identified by the CONTRACTOR or HCA. The CONTRACTOR’s secure Member portal must have the functionality for Members to submit questions, comments, Grievances, Appeals, requests for replacement Member ID cards, and requests to change PCPs and receive a response, giving the Member the option of requesting a response by return e-mail or phone call in addition to or In Lieu of a letter. The CONTRACTOR shall respond to questions or comments received from Members via the CONTRACTOR’s website or Member portal as expeditiously as the Member’s question requires but no later than one (1) business day from receipt. Upon direction from HCA, the CONTRACTOR shall integrate its Member portal with HCA’s Unified Portal. The CONTRACTOR’s call center staff shall have access to the website and Member portal to provide assistance to Members with navigating the site and locating information. Information on the CONTRACTOR’s website relating to Turquoise Care shall comply with the Marketing policies and procedures and requirements for written materials described in this Agreement and all applicable State and federal law.
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Sources: Medicaid Managed Care Services Agreement, Medicaid Managed Care Services Agreement, Medicaid Managed Care Services Agreement
Member Website. The CONTRACTOR shall have a Member website that is available to all Members and the general public without any log-in restrictions and that contains accurate, up-to-date information about the CONTRACTOR’s MCO, including the Member handbook, services provided, the Formulary, the Provider directory, frequently asked questions (FAQs), Member newsletters, contact phone numbers and e-mail addresses, and any other information required by State and federal statutes or regulations or specified by HCAHSD. The CONTRACTOR must ensure its website is Americans with Disabilities Act Section 508 compliant and meets health equity requirements. The CONTRACTOR must have a mobile version of the MCO’s Member website content. The CONTRACTOR must ensure that all Member information is located on the MCO's website in a manner that Members can easily find and navigate to and from the MCO’s home page. The CONTRACTOR must have a secure Member portal that allows Members to access the following information on a real-time basis: An electronic version of the Member’s identification card; Authorized services; The Membermember’s current PCP; The data specified in 42 C.F.R. § 438.242 and 42 C.F.R. § 431.60; and Other information, as identified by the CONTRACTOR or HCAHSD. The CONTRACTOR’s secure Member portal must have the functionality for Members to submit questions, comments, Grievances, Appeals, requests for replacement Member ID cards, and requests to change PCPs and receive a response, giving the Member the option of requesting a response by return e-mail email or phone call in addition to or In Lieu of a letter. The CONTRACTOR shall respond to questions or comments received from Members via the CONTRACTOR’s website or Member portal as expeditiously as the Member’s question requires but no later than one (1) business day from receipt. Upon direction from HCAimplementation of MMIS-R, the CONTRACTOR shall integrate its Member portal with HCAHSD’s Unified Portal. The CONTRACTOR’s call center staff shall have access to the website and Member portal to provide assistance to Members with navigating the site and locating information. Information on the CONTRACTOR’s website relating to Turquoise Care shall comply with the Marketing policies and procedures and requirements for written materials described in this Agreement and all applicable State and federal law.
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