Plan Documents and Provider Directory
Annual Notice of Change
Evidence of Coverage
Provider Directory
Summary of Benefits
Plan Information
Appointment of Representative
Best Available Evidence
Coverage Decisions and Appeals
Disenrollment Information
Getting Care During a Disaster
Grievances
Interpreter Services
Medical Claim Form
Medicare Ombudsman
Out-of-network Coverage
Patient Assistance Programs
Prescription Drug Information
Out-of-network Pharmacy Coverage and Prescription Drug Claim Form
Medicare Part B Prescription Drugs
Drug Management Program
Medical Mutual's Medicare Drug Transition Policy
Medical Mutual Medicare Part D Formulary
Prescription Drug Coverage Determination and Redetermination Request
Request for an Exception
Pharmacy Directory and Information
Prescription Refills and Mail-order Services
Medication Therapy Management
Quality Assurance
Annual Notice of Change
The Annual Notice of Change is a summary of changes to your plan’s costs and benefits.
Please enter your group number above to view your Annual Notice of Change.
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Evidence of Coverage
The Evidence of Coverage booklet tells you how to get your Medicare medical care and prescription drugs covered through our plan. This booklet explains your rights and responsibilities, what is covered, and what you pay as a member of the plan.
Please enter your group number above to view your Evidence of Coverage.
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Provider Directory
For the most up-to-date provider information, use our online Provider Search Tool. Here you can search by provider or facility name, type and location. You can also print a custom PDF based on your search criteria. Use the Provider Search Tool to find Medicare Advantage medical providers and facilities, dental and vision providers, and pharmacies in your network. If you would like to request a hard copy directory, please call us toll free at 1-800-801-4823 (TTY: 711 for hearing impaired).
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Summary of Benefits
The Summary of Benefits gives you an overview of what your plan covers and what you can expect to pay. It doesn't list every service we cover or every limitation or exclusion. To get a complete list of services we cover, please review your plan’s Evidence of Coverage.
Please enter your group number to view your Summary of Benefits.
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Appointment of Representative
You can appoint a relative, friend, advocate, caregiver or anyone else to act on your behalf for healthcare-related affairs. If you choose to have someone act for you, then you and that person must sign and submit an Appointment of Representative (AOR) Form, or an equivalent notice, to Medical Mutual.
Please note: An AOR Form is valid for 365 days from the date both parties signed the document. Once a valid AOR form is submitted, the form will be on file with us until it expires. You may ask us to reuse an AOR on file with each new appeal or grievance request.
If you choose to submit an equivalent notice, please include:
- The name, address, and telephone number of the member and the individual being appointed
- The members Identification (ID) Number
- A statement that the enrollee is authorizing the representative to act on his or her behalf for the claim(s) at issue, and a statement allowing the plan to give identifying information to the representative
- A statement by the individual being appointed that he or she accepts the appointment
- Signed and dated by the enrollee making the appointment
- Signed and dated by the individual being appointed as representative
- The appointed representative’s professional status or relationship to the party
- An explanation of the purpose and scope of the representation
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Best Available Evidence
If you believe you are eligible for Extra Help with your health plan premium, costs for your prescription drugs, or if you believe you have limited income and need help paying for your premium and/or drug costs, you or your appointed representative may contact Medical Mutual, your local Social Security Administration Office, your local Medicaid Office, or contact 1-800-MEDICARE at any time.
If you believe you are paying too much for your prescription drugs at the pharmacy, Medical Mutual and its pharmacies want to make sure you pay the lowest, most appropriate cost for your prescription drugs. If you have one of the documents below, please submit it at the pharmacy when obtaining your drugs or submit directly to Medical Mutual.
- A copy of your Medicaid card that includes your name and an eligibility date during a month after June of the previous calendar year
- A copy of a State document that confirms your active Medicaid status during a month after June of the previous calendar year
- A print out from the State electronic enrollment file showing your Medicaid status during a month after June of the previous calendar year
- A screen print from the State’s Medicaid systems showing your Medicaid status during a month after June of the previous calendar year
- Other documentation provided by the State showing your Medicaid status during a month after June of the previous calendar year
- A Social Security Administration (SSA) Supplemental Security Income (SSI) Notice of Award with an effective date
- An Important Information letter from SSA confirming that you are “...automatically eligible for extra help...”
- A copy of the SSA or State Medicaid Agency award letter
Any one of the following forms of evidence to establish that you are institutionalized or enrolled in a home and community-based services (HCBS) waiver program:
- A remittance from the facility showing Medicaid payment for a full calendar month for you during a month after June of the previous calendar year
- A copy of a State document that confirms Medicaid payment on your behalf to the facility for a full calendar month after June of the previous calendar year
- A screen print from the State’s Medicaid systems showing your institutional status based on at least a full calendar month stay for Medicaid
- A copy of a State-issued Notice of Action, Notice of Determination, or Notice of Enrollment that includes your name and HCBS eligibility date during a month after June of the previous calendar year
- A copy of a State-approved HCBS Service Plan that includes your name and effective date beginning during a month after June of the previous calendar year
- A copy of a State-issued prior authorization approval letter for HCBS that includes your name and effective date beginning during a month after June of the previous calendar year
- Other documentation provided by the State showing HCBS eligibility status during a month after June of the previous calendar year
When you submit one of these documents to Medical Mutual (or one of its pharmacies), we then use it to update your records. If you have one of these documents, please send it to Medical Mutual at the following address or fax number.
Medical Mutual
Medicare Enrollment Department
Attn: Best Available Evidence
P.O. Box 94563
Cleveland, OH 44101
Or fax to: 1-800-542-2583
If you have any questions about Extra Help for persons with limited income, please call Customer Care at 1-800-801-4823 (TTY: 711 for hearing impaired):
October 1 to March 31
7 days a week, 8 a.m. - 8 p.m.
April 1 to September 30
Mon.-Fri. 8 a.m. to 8 p.m.
To learn what you can do if you believe you are eligible for Low Income Subsidy, but do not have a required piece of evidence, please call Customer Care or visit the CMS Best Available Evidence page.
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Coverage Decisions and Appeals
If you have a concern about whether particular medical care or prescription drugs are covered or the way in which they are covered, or related to payment for medical care or prescription drugs, this section describes how you should approach those situations:
A coverage decision is a decision we make about your benefits and coverage or about the amount we will pay for your medical services or drugs. For example, your plan network doctor makes a (favorable) coverage decision for you whenever you receive medical care from him or her or if your network doctor refers you to a medical specialist. You or your doctor can also contact us and ask for a coverage decision if your doctor is unsure whether we will cover a particular medical service or refuses to provide medical care you think that you need. In other words, if you want to know if we will cover a medical service before you receive it, you can ask us to make a coverage decision for you. We are making a coverage decision for you whenever we decide what is covered for you and how much we pay. In some cases we might decide a service or drug is not covered or is no longer covered by Medicare for you. If you disagree with this coverage decision, you can make an appeal.
Making an Appeal
If we make a coverage decision and you are not satisfied with this decision, you can "appeal" the decision. An appeal is a formal way of asking us to review and change a coverage decision we have made. When you appeal a decision for the first time, this is called a Level 1 Appeal. In this appeal, we review the coverage decision we have made to check to see if we were following all of the rules properly. Your appeal is handled by different reviewers than those who made the original unfavorable decision. When we have completed the review, we give you our decision. Under certain circumstances, you can request an expedited or "fast coverage decision" or fast appeal of a coverage decision. If we say no to all or part of your Level 1 Appeal, you can go on to a Level 2 Appeal. The Level 2 Appeal is conducted by an independent organization that is not connected to us. (In some situations, your case will be automatically sent to the independent organization for a Level 2 Appeal. If this happens, we will let you know. In other situations, you will need to ask for a Level 2 Appeal.) If you are not satisfied with the decision at the Level 2 Appeal, you may be able to continue through additional levels of appeal.
Generally, the first step in resolving your concern starts with you contacting us. Medical Mutual administers medical benefits for your plan and contracts with Express Scripts to administer the prescription drug benefits for your plan. If your concern is related to your medical benefits, call the Customer Care phone number on your member identification card or email us by logging into My Health Plan at MedMutual.com/Member. If your concern is related to your prescription drug benefits, call the Rx Member Services phone number on your identification card. We will review your concern and attempt to resolve it appropriately.
You can file an appeal within 60 calendar days of the date you get the original denial letter from us. You may be able to get more time to appeal if you can show a good reason for missing the deadline. Your appeal will be reviewed by someone who did not make a prior decision about your case. You may ask for copies of documents, records, clinical guidelines and other information we used to make a decision on your appeal. There is no charge to appeal.
Your doctor may be able to appeal on your behalf. Or someone else can act as your representative in your appeal if you complete and sign an Appointment of Representative form. Call us at 1-800-801-4823 (TTY: 711 for hearing impaired) or go to MedMutual.com/Member to learn how to name your representative.
Types of Appeals
We review two types of appeals: standard appeals and expedited appeals. There is also a special fast-track appeal for discharge from a skilled nursing facility or home health agency or comprehensive outpatient rehabilitation facility services or inpatient hospital services. These types of special appeals are reviewed by a Beneficiary and Family Centered Care Quality Improvement Organization (BFCC-QIO) contracted by the federal government. You will get information about your rights for fast-track appeals when you get the advance notice of discharge from the facility.
Standard Appeals – Medical
To file a standard appeal of an organizational determination for medical care, send your request in writing.
You may use our appeal form which is available on our website at MedMutual.com. To do so, you must log in to My Health Plan. The member appeal form is found under the Resources and Tools/ Member Forms tab. Your request should include:
- Your name and the patient’s name (if different)
- Address
- Member identification number (on your health ID card)
- Claim number
- Date of service
- Reason for appeal
You may also include medical records, doctor’s letters and other documents to support your appeal. You can upload supporting information if you are using our website. The use of our appeal form is not required. You may fax your request in any format and any documentation you would like us to consider toll free to 1-844-606-5394 (TTY: 711 for hearing impaired). You can also mail your request to:
Medical Mutual
Member Appeals and Grievances Department
P.O. Box 94563
Cleveland, OH 44101-4563
We will notify you of our decision within 30 calendar days for service denials and within 60 calendar days for payment denials from the date we receive your request.
For service denials, our decision might take longer if you ask for an extension or if we need more information about your case. If we need more time, we will tell you and explain why more time is needed.
Please note: For service denials of Part B medical drugs (drugs you receive while in a hospital outpatient facility or at a doctor's office), we will notify you of our decision within seven calendar days.
For a more detailed explanation of service and payment denials, please see the Evidence of Coverage (EOC).
Standard Appeals - Prescription Drug
To file a standard appeal for prescription drug coverage determination you must make your request within 60 calendar days of the coverage decision. You, your appointed representative or the prescribing doctor can request a prescription drug appeal.
Please call toll free 1-800-935-6103 (TTY: 1-800-716-3231 for hearing impaired) to request an appeal. You can submit your request in writing and either fax it to 1-877-852-4070 or mail it to:
Express Scripts
Attn: Medicare Appeals
P.O. Box 66588
St Louis, Mo 63166-6588
We will notify you of our decision for a standard appeal/redetermination within 7 calendar days after we get your appeal request. If you have questions about your prescription drug appeal please call Express Scripts Rx Member Services at 1-844-404-7947 (TTY: 1-800-716-3231 for hearing impaired).
Expedited Appeals – Medical
If you or your doctor believes using the standard appeal timeframe could seriously jeopardize your life, health or ability to regain the ability to do normal everyday tasks, you may be able to request an expedited appeal. Expedited appeals are only available before you get a service. We will automatically give you an expedited appeal if a doctor requests one for you.
If you ask for an expedited appeal without support from a doctor, we will decide if your request requires an expedited appeal. To request an expedited appeal, please call us at 1-855-887-2273 (TTY: 711 for hearing impaired) or fax your information to 1-800-221-2640. If your request qualifies for an expedited appeal, we will give you a decision as soon as your health condition requires, within 72 hours after we receive your appeal request. If your request doesn’t qualify for an expedited appeal, we will give you a decision within 30 calendar days.
Please note: For service denials of Part B medical drugs (drugs you receive while in a hospital outpatient facility or at a doctor's office), if your request doesn’t qualify for an expedited appeal, we will give you a decision within 7 calendar days.
Expedited Appeals – Prescription Drug
You can request an expedited appeal if you or your prescriber believe using the standard timeframe may seriously jeopardize your life or health or your ability to regain the ability to do normal everyday tasks.
You must make your request within 60 calendar days of receipt of the coverage determination. You may call toll free 1-800-935-6103, (TTY: 1-800-716-3231 for hearing impaired). You can submit your request in writing and fax it to 1-877-852-4070 or mail it to:
Express Scripts
Attn: Medicare Appeals
P.O. Box 66588
St Louis, Mo 63166-6588
We will notify you of our decision for expedited appeals/redeterminations within 72 hours after we get your appeal request.
If you have questions about your prescription drug appeal please call Express Scripts Rx Member Services 1-844-404-7947 (TTY: 1-800-716-3231 for hearing impaired).
If Your Appeal Is Denied
If Medical Mutual denies any part of your Part C appeal for items or services you think should be covered, provided, or continued by your health plan, known as an organizational determination, we will inform you of our decision and automatically send your case to MAXIMUS Federal Services to make sure we made the right decision. MAXIMUS is an independent reviewer. MAXIMUS will contact you to let you know how to reach them and to give you information about other rights you may have. You may send MAXIMUS additional information to support your appeal.
MAXIMUS will notify you in writing when they have made a decision on your case, including the reasons for that decision. If they deny any part of your appeal, they will send you information about any remaining appeal rights you have.
If Medical Mutual denies any part of your appeal request for a coverage or payment review of a Part D prescription drug, we will inform you of our decision, and explain your further appeal rights, which will instruct you how to exercise those rights. Part D prescription drug appeals must be requested by you for review at C2C Innovative Solutions, Inc. Requests for an independent review of Part D prescription drug appeals must come from you.
C2C will notify you in writing when they have made a decision on your case, including the reasons for that decision. If they deny any part of your appeal, they will send you information about any remaining appeal rights you have.
Information on your right to file complaints, appeals and grievances is also included in your Evidence of Coverage. If you have questions you can also call us toll free at 1-800-801-4823 (TTY: 711 for hearing impaired) for help. We are open 8 a.m. to 8 p.m. seven days a week from October 1 to March 31 (excluding Thanksgiving and Christmas Day). From April 1 to September 30, we are open Monday through Friday from 8 a.m. to 8 p.m.
You may also contact the Medicare Rights Center at 1-800-333-4114 (TTY: 711 for hearing impaired) for help. The Medicare Rights Center is a non-profit organization providing counseling and advocacy services to support access to affordable healthcare. Or you may contact Medicare directly at 1-800-MEDICARE, 24 hours a day, seven days a week. (TTY: 1-877-486-2048 for hearing impaired).
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Disenrollment Information
You may end your membership in our plan only during certain times of the year, known as enrollment periods. All members have the opportunity to leave the plan during the Annual Enrollment Period (October 15 to December 7) and during the annual Open Enrollment Period (January 1 to March 31). In certain situations, you may also be eligible to leave the plan at other times of the year (also known as a Special Enrollment Period).
Usually, to end your membership in our plan, you simply enroll in another Medicare plan during one of the enrollment periods. However, if you want to switch from our plan to Original Medicare without a Medicare prescription drug plan, you must ask to be disenrolled from our plan. If you would like to be disenrolled, you can make a request in writing to us.
Medical Mutual
Attn: Medicare Advantage Enrollment Department
P.O. Box 94563
Cleveland, OH 44101-4563
Note: If you disenroll from Medicare prescription drug coverage and go without creditable prescription drug coverage, you may need to pay a late enrollment penalty if you join a Medicare drug plan later. ("Creditable" coverage means the coverage is expected to pay, on average, at least as much as Medicare's standard prescription drug coverage.)
In most cases disenrollment from a plan is your choice (voluntary) but, in some circumstances you may not have a choice (involuntary). There are situations which require you to leave a plan such as:
- You lose your Part A benefits and/or are no longer enrolled in Part B
- You fail to pay your plan premium
Disenrollment from a Medicare Advantage plan is subject to CMS rules. For more information about disenrolling from our plan or your rights and responsibilities, please review your plan's Evidence of Coverage.
If you have questions about disenrollment just call Customer Care at 1-800-801-4823 (TTY: 711 for hearing impaired), 8 a.m. to 8 p.m. EST, 7 days a week. You can also call 1-800-Medicare to disenroll.
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Getting Care During a Disaster
Getting Care During a Disaster
As a MedMutual Advantage Medicare member, we want you to understand your options during a disaster. Use the following information as guidelines for seeking care during a disaster. If you have specific questions or need more information, or assistance in getting care, please contact us.
Seeing Doctors or Other Providers
During a declared disaster or emergency, you may be able to get care from out-of-network providers at in-network rates. Call Medical Mutual to see if any MedMutual Advantage coverage policies may have temporarily changed. In the event that your plan is impacted, your plan will return to normal 30 days from the date of the initial declaration.
You may not have to meet the prior authorization rules for out-of network services.
How to Get Your Prescription Drugs
Medical Mutual and Express Scripts (ESI) have a process that helps lift “refill-too-soon” rules for people impacted by state of disasters or emergencies in a specified geographical area.
- If you can’t go to your usual network pharmacy to replace your prescription drugs, check with Medical Mutual or Express Scripts to find another network pharmacy nearby.
- You can move most prescriptions from one network pharmacy to another, and back to your regular pharmacy when the emergency or disaster ends.
- You may request and obtain the maximum extended day supply, if it is available at the time of refill.
Replacing Lost or Damaged Durable Medical Equipment or Supplies
If your durable medical equipment (like a wheelchair or walker) or supplies (like diabetic supplies) are damaged or lost due to an emergency or disaster:
- MedMutual Advantage Plans may cover the cost to repair or replace your equipment or supplies
- Generally, MedMutual Advantage Plans will also cover the cost of rentals for items (such as wheelchairs) during the time your equipment is being repaired
Replacing a Lost Plan Membership Card
If you have a lost or damaged ID card, you can print a temporary ID card, or order a replacement card by visiting MedMutual.com/Member.
Paying your Premium
If you pay a premium directly to us each month, you may still be responsible for paying your premium on time. To make sure you’re still making timely payments, you may want to consider having your premium withheld each month from your Social Security check or sign up for automatic premium deductions. If you are disenrolled for not paying your monthly premiums and you didn’t pay on time because of the emergency or disaster, you may be able to ask for a reconsideration of the decision and get your coverage back. Contact us for more information.
Please use this information as a guide, in the event of an actual disaster, contact us to verify benefits.
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Grievances
Filing a Complaint or Grievance
If you have a concern about some aspect of our plan and it is not about decisions related to benefits, coverage, or payment, then this section will help you understand what steps you can take.
When you file a grievance, you are asking us to investigate a complaint which includes but is not limited to issues related to timeliness, appropriateness, access to and/or the setting in which you received or tried to receive a healthcare service.
A complaint about the quality of care you received from a hospital, doctor or other healthcare provider may also be forwarded to the Beneficiary and Family Centered Care Quality Improvement Organization (BFCC-QIO) for review.
You can file a grievance either by voice or in writing within 60 days of the event. Please call us at the Customer Care phone at 1-800-801-4823 (TTY: 711 for hearing impaired). You may also fax your grievance to 1-844-606-5394 or put it in writing and mail it to:
Medical Mutual Member Appeals and Grievances Department
P.O. Box 94563
Cleveland, Ohio 44101-4563
You also have the option to submit a complaint directly to Medicare with their online Medicare Complaint Form.
Standard Grievance
We will review your complaint and do a full investigation of the grievance as quickly as your case requires. We will notify you of our decision within 30 calendar days after we get your request, unless federal regulations allow for an extended timeframe. If, as permitted under the regulations, we decide it is in your best interest to take an extension, we will notify you promptly and let you know the reason for the extension. This extension will not be more than 14 calendar days.
Expedited Grievance
Under certain circumstances that require a faster response, we will respond to your grievance within 24 hours. See your Evidence of Coverage for more information about the conditions for a faster response to a grievance.
Please see your Evidence of Coverage (EOC) for more information about coverage determinations and appeals.
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Interpreter Services
We have free interpreter services to answer any questions you may have about our health plans. Our Customer Care Center and Sales Center will provide interpreter services upon request. There is no cost for this service. Learn more about our multi-language interpreter services.
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Medical Claim Form
Sometimes when you get medical care, you may need to pay the full cost right away. Other times, you may find that you have paid more than you expected under the coverage rules of the plan. In either case, you can ask our plan to pay you back. To submit a request asking us to pay for our share of the cost for medical care you have received, complete the medical claim form and send to us at Medical Mutual, P.O. Box 6018, Cleveland, OH 44101-1018.
For more information on situations in which you may need to ask us for reimbursement or to pay a bill you have received from a provider, see Chapter 7 of your Evidence of Coverage.
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Medicare Ombudsman
The Medicare Ombudsman helps you with Medicare-related complaints, grievances and other information. Learn more by visiting the Medicare website.
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Out-of-network Coverage
Please enter your group number above to view Out-of-network Coverage information.
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Patient Assistance Programs
Patient Assistance Programs (PAPs) are sometimes available to help relieve financial burden by providing free or discounted medications to qualifying patients. These programs are medication specific and may be available to you through various organizations. See if a program is available for your medication.
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Out-of-network Pharmacy Coverage and Prescription Drug Claim Form
Please enter your group number above to view Out-of-network Pharmacy Coverage and Prescription Drug Claim Form information.
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Medicare Part B Prescription Drugs
Please enter your group number to view Medicare Part B prescription drug information.
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Drug Management Program
Medical Mutual is committed to ensuring the safe use of all prescription medications. The Medical Mutual Drug Management Program (DMP) focuses on the safe use of opioids, benzodiazepines and other frequently abused drugs. This program helps coordinate care for Medicare members who get opioid prescriptions from multiple doctors or pharmacies.
Throughout the year, Medical Mutual will review opioid medication usage and identify members who would benefit from our DMP. If we find possible unsafe usage or overuse of prescription opioids, benzodiazepines and other frequently abused drugs we typically contact your prescriber to better coordinate care. Based on these discussions and the outcome of this review, we may add certain limits on your coverage for these types of drugs. For example, members may be required to get these medications from certain doctors or pharmacies. You will be notified in writing if this occurs.
If you think that we’ve made a mistake or would like to appeal this determination, you, your doctor or authorized representative can file an appeal. You should review the information contained in your notification letter for more information about how to request an appeal or click here.
For more information about the DMP or how to submit an appeal, call Customer Care at 1-800-801-4823 (TTY/TDD 711 for hearing impaired).
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Medical Mutual's Medicare Drug Transition Policy
New members in our health plan may be taking drugs that are not on our formulary (list of drugs) or that are subject to certain restrictions, such as prior authorization, quantity limits or step therapy. Current members may also be affected by changes in our formulary from one year to the next. If your drug is not on the Drug List or is restricted, here are things you can do:
- You may be able to get a temporary supply of the drug (only members in certain situations can get a temporary supply). This will give you and your provider time to change to another drug or to file a request to have the drug covered.
- You can change to another drug.
- You can request an exception and ask the plan to cover the drug or remove restrictions from the drug.
You may be able to get a temporary supply.
Under certain circumstances, the plan can offer a temporary supply of a drug to you when your drug is not on the Drug List or when it is restricted in some way. Doing this gives you time to talk with your provider about the change in coverage and figure out what to do.
To be eligible for a temporary supply, you must meet the two requirements below:
- The change to your drug coverage must be one of the following types of changes:
- The drug you have been taking is no longer on the plan's Drug List.
- or -- the drug you have been taking is now restricted in some way.
- You must be in one of the situations described below:
- For those members who are new or who were in the plan last year:
- We will cover a temporary supply of your drug during the first 90 days of your membership in the plan if you were new and during the first 90 days of the calendar year if you were in the plan last year. This temporary supply will be for a maximum of a 30-day supply. If your prescription is written for fewer days, we will allow multiple fills to provide up to a maximum of a 30-day supply of medication. The prescription must be filled at a network pharmacy. (Please note that the long-term care pharmacy may provide the drug in smaller amounts at a time to prevent waste.)
- For those members who have been in the plan for more than 90 days and reside in a long-term care (LTC) facility and need a supply right away:
- We will cover one 31-day supply of a particular drug, or less if your prescription is written for fewer days. This is in addition to the above temporary supply situation.
- For those members who have been in the plan for more than 90 days and experience a level of care change (from one treatment setting to another):
- We will provide up to a one-month supply of a Non-Formulary Drug and/or a drug that may be restricted in some way, or less if your prescription is written for fewer days.
- Other times when we will cover a temporary 31-day transition supply (or less, if you have a prescription written for fewer days) include:
- When you enter a long-term care facility
- When you leave a long-term care facility
- When you are discharged from a hospital
- When you leave a skilled nursing facility
- When you cancel hospice care
- When you are discharged from a psychiatric hospital with a medication regimen that is highly individualized
The plan will send you a letter within three business days of your filling a temporary transition supply, notifying you that this was a temporary supply and explaining your options.
Our transition supply will not cover drugs that Medicare does not allow Part D plans to cover, such as drugs used for erectile dysfunction or drugs that might be covered under Medicare Part B.
For more information regarding our Transition Process please call our Pharmacy Customer Service team at 1-844-404-7947 (TTY: 1-800-716-3231 for hearing impaired), 24 hours a day, 7 days a week.
You and/or your provider can ask the plan to make an exception for you and cover the drug in the way you would like it to be covered. If your provider says that you have medical reasons that justify asking us for an exception, your provider can help you request an exception to the rule. For example, you can ask the plan to cover a drug even though it is not on the plan's Drug List. Or you can ask the plan to make an exception and cover the drug without restrictions. If you and your provider want to ask for an exception, Chapter 9, Section 6.4 of the Evidence of Coverage tells what to do. It explains the procedures and deadlines that have been set by Medicare to make sure your request is handled promptly and fairly.
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Medical Mutual Medicare Part D Formulary
Please enter your group number above to view your formulary.
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Prescription Drug Coverage Determination and Redetermination Request
Coverage Determination or Decision
A coverage decision is a decision we make about your benefits and coverage, or about the amount we will pay for your Part D prescription drugs.
You, your appointed representative or your prescriber have the right to request a coverage determination in the following ways:
- Call 1-800-935-6103 (TTY: 1-800-716-3231 for hearing impaired), 24 hours a day, 7 days a week.
- Complete the Medicare Coverage Determination Request Form and either:
- Fax the form to 1-877-251-5896
- Mail the form to Express Scripts:
Attn: Medicare Reviews
P.O. Box 66571
St. Louis, MO 63166-6571
Expedited Coverage Determination
If you or your prescriber believes that waiting 72 hours for a standard decision could seriously harm your life, health, or ability to regain maximum function, you can ask for an expedited (fast) decision. If your prescriber indicates that waiting 72 hours could seriously harm your health, we will automatically give you a decision within 24 hours. If you do not obtain your prescriber's support for an expedited request, we will decide if your case requires a fast decision. You cannot request an expedited coverage determination if you are asking us to pay you back for a drug you already received.
For more information on asking for coverage decisions about your Part D prescription drugs, please see Chapter 9 of your Evidence of Coverage.
Coverage Redetermination or Appeal
If your coverage determination for a prescription drug was denied, you have the right to ask us for a redetermination (appeal) of our decision. You have 60 days from the date of our Notice of Denial of Medicare Prescription Drug Coverage to ask us for a redetermination.
A redetermination or appeal is a formal way of asking us to review and change a coverage decision we have made.
You, your appointed representative or your prescriber have the right to request a coverage redetermination in the following ways:
- Call 1-800-935-6103 (TTY: 1-800-716-3231 for hearing impaired), 24 hours a day, 7 days a week.
- Complete the Medicare Redetermination Request Form (updated October 1, 2022) and either:
- Fax the form to 1-877-852-4070
- Mail the form to Express Scripts:
Attn: Medicare Appeals
P.O. Box 66588
St. Louis, MO 63166-6588
Expedited Redetermination
If you or your prescriber believes that waiting 7 days for a standard decision could seriously harm your life, health, or ability to regain maximum function, you can ask for an expedited (fast) decision. If your prescriber indicates that waiting 7 days could seriously harm your health, we will automatically give you a decision within 72 hours. If you do not obtain your prescriber's support for an expedited appeal, we will decide if your case requires a fast decision. You cannot request an expedited appeal if you are asking us to pay you back for a drug you already received.
For more information on asking for a coverage redetermination or appeal a decision about your Part D prescription drugs, please see Chapter 9 of your Evidence of Coverage.
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Request for an Exception
You can ask Medical Mutual to make an exception to our coverage rules. There are several types of exceptions that you can ask us to make:
- You can ask us to cover your drug even if it is not on our formulary.
- You can ask us to waive coverage restrictions or limits on your drug. For example, for certain drugs, the plan limits the amount of the drug that we will cover. If your drug has a quantity limit, you can ask us to waive the limit and cover more.
- You can ask us to cover a non-preferred drug at the lower cost-sharing terms applicable to drugs in a preferred tier.
Generally, the plan will only approve your request for an exception if the alternative drugs included on the plan’s formulary would not be as effective in treating your condition and/or would cause you to have adverse medical effects.
Members may contact us to ask for an initial coverage decision for a formulary exception. When you are requesting an exception, you should submit a statement from your doctor supporting your request. Generally, we must make our decision within 72 hours of your request.
For more information on how to request an exception, please review Chapter 9 of your Evidence of Coverage.
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Pharmacy Directory and Information
Please enter your group number above to view your pharmacy directory.
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Prescription Refills and Mail-order Services
For certain kinds of drugs, you can use the plan's preferred mail-order pharmacy, Express Scripts. Generally, the drugs provided through mail order are drugs that you take on a regular basis, for a chronic or long-term medical condition. The drugs available through our plan's mail-order service are marked as "mail-order" drugs in our Drug List.
Your plan's mail-order benefit allows you to order up to a 90-day supply.
Use this order form to fill your prescriptions by mail, or call Customer Service for more information (phone numbers are on the front of your card).
Usually a mail-order pharmacy order will get to you in no more than 14 days. However, sometimes your mail order may be delayed. Please call Part D Customer Service toll free at 1-844-404-7947 (TTY: 1-800-716-3231 for hearing impaired) if you have not received your prescription within two weeks of ordering.
New Prescriptions the Pharmacy Receives Directly from Your Doctor's Office
The pharmacy will automatically fill and deliver new prescriptions it receives from health care providers, without checking with you first, if either:
- You used mail order services with this plan in the past, or
- You sign up for automatic delivery of all new prescriptions received directly from health care providers. You may request automatic delivery of all new prescriptions now or at any time by providing consent on your first new home delivery prescription sent in by your doctor or health provider.
If you receive a prescription automatically by mail that you do not want, and you were not contacted to see if you wanted it before it shipped, you may be eligible for a refund.
If you used mail order in the past and do not want the pharmacy to automatically fill and ship each new prescription, please contact us by calling Part D Customer Service 1-844-404-7947.
If you have never used our mail order delivery and/or decide to stop automatic fills of new prescriptions, the pharmacy will contact you each time it gets a new prescription from a health care provider to see if you want the medication filled and shipped immediately. This will give you an opportunity to make sure that the pharmacy is delivering the correct drug (including strength, amount, and form) and, if necessary, allow you to cancel or delay the order before you are billed and it is shipped. It is important that you respond each time you are contacted by the pharmacy, to let them know what to do with the new prescription and to prevent any delays in shipping.
To opt out of automatic deliveries of new prescriptions received directly from your health care provider's office, please contact us by calling Part D Customer Service toll free at 1-844-404-7947 (TTY: 1-800-716-3231 for hearing impaired).
Refills on Mail-order Prescriptions
For refills of your drugs, you have the option to sign up for an automatic refill program. Under this program we will start to process your next refill automatically when our records show you should be close to running out of your drug. The pharmacy will contact you prior to shipping each refill to make sure you are in need of more medication, and you can cancel scheduled refills if you have enough of your medication or if your medication has changed. If you choose not to use our auto refill program, please contact your pharmacy 14 days before you think the drugs you have on hand will run out to make sure your next order is shipped to you in time.
To opt out of our program that automatically prepares mail order refills, please contact us by calling the number on the back of your member ID card so the pharmacy can reach you to confirm your order before shipping, please make sure to let the pharmacy know the best ways to contact you. You may provide our mail-order vendor with your preferred contact information by calling Part D Customer Service toll free at 1-844-404-7947 (TTY: 1-800-716-3231 for hearing impaired).
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Medication Therapy Management
The Medication Therapy Management (MTM) Program is a service for members with multiple health conditions and who take multiple medicines. The MTM program helps you and your doctor make sure that your medicines are working to improve your health.
Eligible members will be automatically enrolled into the program and the service is provided at no additional cost to them member. Please see below for eligibility details. Participation is voluntary, but strongly encouraged. Members may choose not to participate in the program and opt out of the program on a yearly basis.
The MTM program is offered through our partnership with CSS Health. The MTM program is not considered a part of the plan’s benefit.
Who Is Eligible for the MTM Program
You may qualify for the MTM Program if:
- You have 3 or more chronic health problems. These may include:
- Asthma
- Chronic Heart Failure (CHF)
- Chronic Obstructive Pulmonary Disease (COPD)
- Diabetes
- High blood lipid (fat) levels
- High blood pressure
- Osteoporosis
- You take 7 or more daily medicines covered by Medicare Part D.
- You spend $4,935 or more per year on Part D covered medications
How the MTM Program Helps You
If you qualify for the MTM Program, you will be contacted and have the chance to speak with a highly-trained pharmacist or other qualified clinician. During that call, the pharmacist or other qualified clinician. During that call, the clinician will complete a comprehensive medication review of your medicines and talk with you about:
- Any questions or concerns about your prescription or over-the-counter medicines, such as drug safety and cost
- Better understanding your medicines and how to take them
- How to get the most benefit from your medicines
Preparing for Your Medication Review
To get the most out of your free medication review, we encourage you to gather all your medications, including over the counter drugs, vitamins and supplements and have them handy prior to the review. If needed, have a family member or caregiver on hand to help you ask questions and understand answers about the drugs that you are taking.
What You Will Receive
If you qualify for the MTM Program, you will receive:
- Welcome letter by mail and/ or phone call that tells you know how to get started.
- Full medication review
- You will have the chance to review your medicines and any issues you may have with a highly-trained pharmacist or other qualified clinician.
- This review will take about 20-30 minutes. This call can be scheduled at a convenient time for you.
- Summary letter will be mailed that contains the following:
- A medication action plan which contains a list of actions that can be completed by you to help improve your health. Included in the plan is space for you to take notes or write down any follow-up questions that you can address with your doctor at your next visit.
- A personal medication list is a record of all of the medicines, prescription and non-prescription, that you take and the reasons why you take them.
- Click here to see an example of a full medication review letter which includes the Personal Medication List.
- Ongoing targeted medication reviews
- At least once every 3 months, your medicines will be reviewed, and you or your doctor may receive a letter or a phone call about any identified problems.
How to Learn More about the MTM Program
For information about the MTM Program or to see if you qualify, please contact the Medication Management Center at 1-877-205-8550 (TTY: 711 for hearing impaired).
If you are already enrolled in the MTM Program and you would like to complete your medication review, you can call CSS Health at 1-877-205-8550 (TTY: 711 for hearing impaired), between 9 a.m. and 7 p.m. Eastern Time, Monday - Thursday, 9 a.m. and 5 p.m. Eastern Time on Friday or 9 a.m. and 1 p.m. Eastern Time on Saturday.
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Quality Assurance
Please enter your group number to view quality assurance information.
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