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Indiana PathWays for Aging - Frequently Asked Questions

Indiana PathWays for Aging is a Medicaid managed care program for Hoosiers aged 60 and over who receive Medicaid (or Medicaid and Medicare) benefits. Research shows that most older adults - 75% or more - want to age at home and in their communities.

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. You can also call the program helpline for Indiana PathWays for Aging at 1-877-284-9294.

A health plan is a health insurance company. Physicians, hospitals, and other healthcare providers, including waiver providers, enroll with a health plan to provide care for members. Indiana partners with health plans for its Indiana PathWays for Aging, Hoosier Healthwise, Healthy Indiana Plan, and Hoosier Care Connect programs. UnitedHealthcare is a health plan for Indiana PathWays for Aging and Hoosier Care Connect.

A health plan provides members with health care coverage. After a member chooses a health plan for their Medicaid program, they can get medical care from a variety of health care providers and in some cases, waiver providers. Health plans provide enhanced care coordination to help members navigate the variety of services for which they are eligible. Health plans also provide service coordination.

Yes, you will get a member ID card from UnitedHealthcare Community Plan. Every family member enrolled with Indiana PathWays for Aging should have their own ID card.

You will need your member ID card for all visits to the provider, hospital, and pharmacist. If you have not received your ID card 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, dial TTY: 711. You can also go to myuhc.com/communityplan. After you register, you can download, print, or request a new ID card.

A Care Coordinator is a person who may contact you to create a personalized care plan based on your preferences and needs. They can also help answer questions about your health care and help you with your providers. You will be given the phone number for your Care Coordinator. You can also call Member Services at 1-800-832-4643 (TTY: 711) to be connected.

A Service Coordinator is a person who will work with you to create a personalized Service Plan to help coordinate your Home and Community-Based Services (HCBS). The Service Plan will help develop a plan of care of services and supports that best meet your needs and goals.

Talk to your UnitedHealthcare Care Coordinator to discuss your options. Your Care Coordinator will do health assessments and refer you to a Service Coordinator to determine your functional eligibility to receive the supports your need to stay at home.

You will want to contact your UnitedHealthcare Care Coordinator to discuss your options. We will conduct health assessments and refer you to determine your functional eligibility to receive the supports you need in a nursing home.

A health assessment is a set of questions that ask about your personal behaviors, life-changing events, health goals and priorities, service coordination and overall health. We will use these assessments to create a personalized care plan based on your preferences and needs.

A service plan is a support plan, developed by your Service Coordinator, for assisting you in gaining access to long-term care services, as well as medical, social, housing, educational, and other supports. Not everyone in PathWays will need a service plan.

Care coordination services are available to every PathWays member. Members who meet the functional eligibility requirements have access to service coordination and the additional services:

  • Adult day services
  • Adult family care
  • Assisted living
  • Attendant care
  • Home modifications
  • Health care coordination
  • Home-delivered meals
  • Nutritional supplements
  • Personal emergency response systems
  • Respite
  • Specialized medical equipment
  • Structured family care
  • Transportation
  • Vehicle modifications

You may call UnitedHealthcare Member Services at 1-800-832-4643 or use the Find a Provider tool online to research which providers are in our provider network. You can also call the Indiana PathWays for Aging Helpline at 1-877-284-9294 (1-87-PATHWAY-4). for help.

Caregivers can call UnitedHealthcare Member Services at 1-800-832-4543. We can share resources to support you and the PathWays member.

After the initial enrollment into a health plan, your health plan selection period for Pathways is mid-October to mid-December annually. This is also open enrollment for Medicare.

If you are enrolled into the PathWays program, you will receive a letter from the Division of Family Resources or the Enrollment Broker.

Every 12 months members are required to complete the eligibility redetermination process. This includes financial and medical eligibility. If something changes with your information, FSSA may send a request that requires a response to continue eligibility before the 12-month period ends. FSSA may ask again for you to verify your income and your assets.

You must renew your coverage every year. You can do this by visiting your local Division of Family Resources office or through your portal account at https://fssabenefits.in.gov/bp/#/. We can also assist you in renewing your coverage.
 

If you move, you will need to contact the State of Indiana to notify them. Visit in.gov/Medicaid/membersor call the Indiana PathWays for Aging program helpline at 1-877-284-9294.

Yes, individuals can change health plans within 90 days of initial PathWays enrollment, during the annual health plan selection period, or at any time for just cause. Contact the Indiana PathWays for Aging Helpline at 1-877-284-9294 (1-87-PATHWAY-4)  to talk about options.

UnitedHealthcare will work with both your Medicaid health plan and your Medicare health plan to coordinate your care. This can include connecting the medical and community supports that you need. We can also help you get access to services not covered by Medicare.

Yes. A person can be eligible for both Medicaid and Medicare and receive benefits from both programs at the same time.

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

A Dual Eligible Special Needs Plan is a type of health insurance plan. It’s for people who have both Medicaid and Medicare. If that’s you, you’re “dual-eligible.”

You can get information on D-SNPs by contacting the State Health Insurance Assistance Program (SHIP) at 1-800-452-4800 to speak to a counselor.  SHIP is a free counseling program for people with Medicare. You can get one-on-one assistance in person, on the phone, or virtual.

UnitedHealthcare
Attn: PathWays
2955 N. Meridian Street, Suite 401
Indianapolis, IN 46208

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, Monday - Friday from 8 a.m. - 8 p.m. ET.

If you are not happy with your care or treatment by Member Services, health plan staff, or a provider, you may file a grievance. You may file a complaint or grievance against us (the health plan) or a provider with us at any time.

You can also send a letter. Please include your name, address, ID number, the reason for your grievance, and any other information you think is important. That address is:

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

You have other rights that include appeals and a State Fair Hearing. 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 UnitedHealthcare 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

No. The Indiana PathWays for Aging program does not have any copays.

No. We follow a preferred drug list that is the same for all Indiana PathWays for Aging members. If you are asked to pay for medications, please let the pharmacist know right away. Common issues at the pharmacy are: 

  • The pharmacy does not have the right details on file. Show your Member ID card. That has the correct billing information on it.
  • The pharmacy is not set up to accept your UnitedHealthcare coverage for Indiana PathWays for Aging. 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 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. Details are listed in our member handbook. Here are some of the things we offer:

  • Farmbox: Get fresh fruits and vegetables by mail.
  • Fitness program: Work out for free at many fitness centers across the state, or choose to exercise online.
  • HERO Council: You are our hero, and your voice matters. Members earn a gift card, win prizes, and more when being part of this important committee. 
  • Indiana Quitline: Stop using tobacco products now. The State of Indiana offers the Indiana Quitline at 1-800-QUIT-NOW (1-800-784-8669). You can also text READY to 34191 or visit QuitNowIndiana.com to register for free supplies and services.
  • Legal assistance: We connect people with resources for free services when needed.
  • Member rewards: Earn rewards for connecting with us and making healthy choices. When you earn a reward, you get to pick something from our member rewards catalog. 
  • NurseLine: Call a nurse for advice 24/7.
  • Postbook: A Postbook creates deeper relationships with a relative or friend. Pick your Postbook pal, and share post cards based on ideas in the journal. We include postage and supplies.
  • Quit Buddy: UnitedHealthcare offers extra support when you stop using tobacco products. Earn up to $50 in gift cards during this eight-week program. Cash out as you reach each $10 goal, or collect all rewards at the end! Choose rewards from Amazon, Starbucks, Target, or Walmart.
  • Respite support: If you get long-term help from a friend or family member, we offer a special program to support them.
  • Self Care app: This is a health and well-being mobile app. Get tools to help with stress, anxiety, and coping. It is free to members and those who help them.
  • Smartphone: Apply at mybenefitphone.com and get a free smartphone with UNLIMITED talk, text, and data. This phone comes preloaded with our UnitedHealthcare apps and also popular apps like YouTube and WhatsApp Messaging. 
  • Transportation: We offer a variety of transportation options. This includes trips to the gym, trips to a food bank, grocery pick-up, rides for non-medical appointments, or a stop at the pharmacy after a provider visit.
  • Virtual community center: It is never too late to learn how to enjoy the internet. This is a special website with lots to offer. They offer live classes for adults who are older, led by adults who are also older. 
  • Virtual visits: We have a virtual dentist or a virtual provider available 24 hours a day, 7 days a week. 

You will 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. 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 App 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 NurseLine and a Doctor Chat app available 24 hours a day, 7 days a week.

There are many free and private options for email accounts. The two most popular are Yahoo and Gmail. Those instructions are listed below. Need help? Call Member Services at the number shown on the back of your ID card. We can help you set up an account.

To sign up for a Yahoo mail account:

  • Visit the account creation page (link “account creation page” to: https://login.yahoo.com/account/create)
  • Enter your full name, your desired email address and password, and your birth year.
  • Click Continue and follow the prompts to finish setting up your account

To create a Gmail account, visit https://accounts.google.com/signup. From there:

  • Enter your first and last name.
  • Type in your chosen username. This will be the first part of your email address (the part that comes before @gmail.com).
  • Enter your password, then type it again in the Confirm box. Your password must be at least 8 characters long and contain a mixture of letters, numbers, and other symbols.
  • Click Next.
  • If you like, enter a recovery email address and phone number in case you get locked out of your new email address. These steps are optional.
  • Enter your birthdate and gender.
  • Click Next again.
  • Review the terms and services and click I Agree. Enjoy your new free Gmail account!

Learn more about Indiana PathWays for Aging


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. Benefits, features and/or devices vary by plan/area. Limitations, exclusions and/or network restrictions may apply. Benefits, premiums and/or co-payments/co-insurance may change on January 1 of each year.

Premium disclaimer

Dual Special Needs plans have a $0 premium for members with Extra Help (Low Income Subsidy).

Benefit disclaimer

Benefits, features, and/or devices vary by plan/area. Limitations, exclusions and/or network restrictions may apply.

Nurse Hotline 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 provider'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. Nurse Hotline not for use in emergencies, for informational purposes only.

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. 

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.

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® 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. 

UnitedHealthcare Senior Care Options (HMO SNP) plan

UnitedHealthcare Senior Care Options (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 and does not have any other comprehensive health Insurance, except 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 Senior Care Options (SCO) program.

Star ratings disclaimer

Every year, Medicare evaluates plans based on a 5-Star rating system. The 5-Star rating applies to plan year 2024.

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 1-888-638-6613 / 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.