Issue 4 | Spring 2021

What's New

We've Improved Our Member Portal for You

Ascension Complete puts our members’ experience first. We made improvements to our member portal to help you access the information you need regarding your health benefits plan. Here are some of the changes we made:

Improved the portal design based on member feedback and user experience
Redesigned our mobile device design, which allows you to use your member portal just as you would on your desktop computer
Improved overall portal navigation, reducing the number of clicks required to find what you need
Real-time updates to your profile, plan benefits, medical records, messages and more
New, digital identification (ID) card available for you to access and download to a device, add to your Apple wallet and show to your doctors

Have questions?
Please call Member Services. Our Member Services telephone number is on the back of your member ID card. From October 1 to March 31, you can call us 7 days a week from 8 a.m. to 8 p.m. From April 1 to September 30, you can call us Monday through Friday from 8 a.m. to 8 p.m. A messaging system is used after hours, weekends and on federal holidays.

We've Improved Our Find-A-Doctor Tool with You in Mind
We have made improvements to our Find-A-Doctor Tool to help you search for a doctor or pharmacy that’s right for you. Here are some of the enhancements we made:

Real-time updates to our provider directory, which give you the most up-to-date information about our doctors and pharmacies
Improved Search and Filter features – after you perform your initial search, you will be able to:
- View search results alphabetically (A-Z and Z-A)
- Start a new search from the results page
- Synonym Search – this feature utilizes your search criteria and gives you suggested specialties (i.e., brain doctor = neurologist)
- Popular Search Functionality – this feature will suggest popular results to help you find doctors, pharmacies, hospitals, and facilities based on what other members search for
- National Provider Identifier (NPI) Search option – now you can search by your doctor’s NPI number
- Doctor Type/Specialty Search option – search by the type of doctor or specialty you need
- Search within your requested area. Use the filter option at the top right of your screen to change the distance of your search
Mapping Enhancements – this gives us the ability to use your current location to search for the nearest doctors and pharmacies
Member Login feature – this allows you to log in to your Member Portal directly from the Find-A-Doctor search page
Redesigned Doctor Details on the results page – this feature seamlessly lets you see doctor details when viewing doctors’ profiles

Need to find a doctor or pharmacy today?
Visit our Find-A-Doctor Tool and get the care you need

Upcoming Events

Your Free In-home Health Assessment is Now Available

We want the best for you. That’s why Ascension Complete makes you and your care our top priority. You may have received a letter or phone call from our partners informing you of this special service. If you haven’t been contacted yet, you may be soon.

There is no charge for this service, and better yet, you don’t even have to leave your home.
Our healthcare partners – Signify or VPA – will provide a 45-minute, free, personalized in-home health assessment by a Nurse Practitioner. Your personalized health review will include:

Checking your vital signs
Medication/drug review
Medical history review
Medical advice and education—simple tips to better manage your health
Personalized checklist to review at your next primary care doctor visit

Once complete, your health assessment will be sent to your primary care doctor to help coordinate your care. This information will ensure you receive the care and services you need to stay healthy.

This opportunity is only available once a year. It’s easy to participate. All you have to do is:

Schedule an appointment when you’re contacted
Have your medications on-hand for the provider to review on the day of your appointment

Ascension Complete always puts your safety first. Here are some safety precautions our Nurse Practitioners will use while in your home during the pandemic:

Our Nurse Practitioners will have daily self-screening at the start and end of each day based on CDC guidelines.
Our Nurse Practitioners will wear a mask, gloves, take care in washing their hands, and not touch unnecessary surfaces while in your home.
Our screening equipment will be sanitized after every appointment.
You, and/or your caregiver, or members of your household participating in your assessment will have pre-screening questions to answer at the time of scheduling your in-home appointment based on CDC guidelines.
You, and/or your caregiver, or members of your household participating in your assessment will be asked screening questions and your temperature will be taken before our Nurse Practitioner enters your home on the day of your appointment to review personal protective equipment (PPE) and other safety measures based on CDC guidelines.
You, and/or your care giver, or members of your household participating in your assessment will be asked to wear a mask during the appointment and to practice social distancing—keeping 6 feet apart when possible. If you don’t have a mask available, one will be provided to you at the time of your appointment.

Have questions?
If you have additional questions about this assessment or your plan benefits or services, please call Ascension Complete Member Services. From October 1 to March 31, you can call us 7 days a week from 8 a.m. to 8 p.m. From April 1 to September 30, you can call us Monday through Friday from 8 a.m. to 8 p.m. A messaging system is used after hours, weekends and on federal holidays.

Member Orientation Meetings: Stay Tuned for Your Invite

As a valued member, we want to make sure you get the most from your Ascension Complete benefits. We invite you to join us for one of our monthly, member orientation webinars. In the coming weeks, you will receive a personal electronic invitation (e-invite)—delivered directly to your email inbox.

During these meetings, we’ll show you how to:

Save money using your 2021 medical benefits
Access additional money saving programs
Find specialists and other in-network providers
Earn money in the My Health Pays® Rewards program

If you have not had the opportunity to join us for a member orientation, we urge you to attend one. Please keep an eye on your email inbox and stay tuned for more information.

We hope to see you in one of our upcoming meetings and wish you good health.

Reminders

COVID-19 Vaccine Roll-out Update

It is normal to have questions, as more and more of our members receive any of the three vaccines that were granted Emergency Use Authorization (EUA) by the U.S. Food & Drug Administration (FDA). To learn more about EUA of COVID-19 vaccines, visit the FDA’s website.

Even if you’ve been fully vaccinated, it’s important to continue to take precautions to ensure the health and safety of those who aren’t yet vaccinated. According to the Centers for Disease Control and Prevention (CDC), people are considered fully vaccinated:

Two (2) weeks after their second dose of the Pfizer or Moderna 2-dose series of vaccines, or
Two (2) weeks after the single-dose Johnson & Johnson Janssen vaccine

Please remember, if you received the Pfizer or Moderna vaccine, it is important to get both doses.

If you have more questions, visit our webpage dedicated to COVID-19. You can also visit cdc.gov, and:

Medicare's Extra Help Program Lowers Prescription Drug Cost Share

Members with limited income and resources may be eligible for a Low Income Subsidy (LIS) through Medicare, commonly referred to as the Extra Help program. If you qualify for this program, your prescription drug deductible and copays are lowered, helping you to continue receiving the medical treatment(s) you need. Extra Help also counts toward your out-of-pocket costs.

To see if you qualify for Medicare’s Extra Help program, you can:

Apply online with the Social Security Office
Call 1-800-MEDICARE (1-800-633-4227), 24 hours a day, 7 days a week. TTY users may call 1-877-486-2048
Call the Social Security Office at 1-800-772-1213, Monday–Friday from 7 a.m. to 7 p.m. TTY users may call 1-800-325-0778
Visit your state Medicaid office

For more information about Medicare’s Extra Help program, visit Ascension Complete’s dedicated webpage.

Save Money and Lower Your Drug Costs Using $0 Tier 6 Generic Drugs

If you have a chronic medical condition like diabetes, high cholesterol or high blood pressure, you likely take medication on a daily basis. At Ascension Complete, we are always working on ways to lower your prescription drug costs. That’s why we’ve grouped the most frequently used generic drugs for these common conditions into one tier of our List of Drugs (Formulary). Better still, these generic drugs are available at our network retail and mail order pharmacies for $0. We call these our Tier 6 Select Care drugs.

We’ve also made it easier to find out if your drugs are included in our $0 Select Care tier. Now you have more ways to search our List of Drugs. At the top of the Ascension Complete website, select Pharmacy Benefits, then click List of Drugs (Formulary).

Once you’ve navigated to our List of Drugs page, use the Search Tool to type in your drug name, which provides quick access to specific details. You also can review the complete drug list, in PDF format, to find information about the drugs you take—whichever is easiest for you!

How to Use the Search Tool
Once you select the Search Tool option, there are a few ways to find your specific drug(s):

Click on the first letter of your drug’s name in the alphabetical search section
Type its full name in the search box
Or click its therapeutic class (group of similar drugs used to treat a medical condition)

The resulting page displays information about your drug, including generic (listed in italics) or brand name (CAPITALIZED), along with its therapeutic class, strength, tier status, and any notes, restrictions or alternatives.

Using the PDF
Additionally, you can choose to open the comprehensive PDF to search for your drug’s name—either alphabetically in the index in the end/back of the PDF, or by its therapeutic class. You can print pages of the PDF and take them with you to discuss available drugs with your doctor or pharmacist. For reference, the images below are examples of how drugs appear in the PDF.

Mail Order Pharmacy
Another possible way to save money is to use our Mail Order Pharmacy. You may be able to receive up to a 90-day supply of a drug for chronic or long-term conditions at a reduced copay. This does not apply to all drugs.

Mail order pharmacy drugs are delivered right to your home, saving you time and trips to your retail pharmacy. While many drugs are available through mail order, there are some drugs that are not eligible. Drugs that are not available are listed with an “NM” in the Requirements/Limits column of the List of Drugs.

Questions?
We’re here to help! For any questions about our List of Drugs, or our Mail Order Pharmacy, please contact Member Services. The phone number for Member Services is also located on the back of your member ID card.

Are You Looking for a Better Experience with Your Health Plan?

Completing your Health Risk Assessment (HRA) is one of the most important steps you can take for yourself as an Ascension Complete member. With this information, you’ll receive better access to the care you need. We understand that there are many who are not comfortable with sharing their health history with us. We understand that you may hesitate sharing your health history with us. Be assured that this information is only reviewed by our Care Management team to help connect you with the right resources and programs to best serve your current health needs. In some cases, you may work one on one with a Care Manager to create a personalized care plan to improve your health and wellness. The HRA is a great tool to get you connected to the care and support you need to be and stay healthy.

If you have not completed your Ascension Complete HRA, please do so using one of the four ways below:

An Ascension Complete representative will try to reach you by phone once you have enrolled as a member of our plan. If you received a call from an Ascension Complete representative, please return their call at your earliest convenience.
Fill out the HRA that came with your member Welcome Kit. For your convenience, you can mail it back to us using the Business Reply Mail envelope that came with your Welcome Kit.
Log onto your secure Member Portal, then click “My Health” and follow the instructions.
Call Member Services at 1-833-906-2876 TTY: 711, and we’ll connect you with someone to help you complete your HRA over the phone.

From October 1 to March 31, you can call us 7 days a week from 8 a.m. to 8 p.m. From April 1 to September 30, you can call us Monday through Friday from 8 a.m. to 8 p.m. A messaging system is used after hours, weekends and on federal holidays.

Using Your Welcome Kit as a Guide

Your Welcome Kit is one of the most important tools you will receive from us that helps you get the most out of your Ascension Complete health plan. We want you to use this as a reference tool. Historically, have not been sending Welcome Kits to members who renew with us during the Annual Election Period. However, given the important information that this kit provides, moving forward, we have implemented a procedure where all members – new and renewing – will receive a Welcome Kit every year.

In your Welcome Packet, you will find:

How to get started
Important health plan documents and where to find them online
How to save money when using specific benefits
Your Extra Benefits and how to use them
Important terminology
How to pay premiums, if you have one
And more…

If you have not received your Welcome Packet, we’re happy to mail one to your home address. You can request one online by completing this form, which can also be found within the Contact Us link, located at the bottom of the page on our website. Just select “Member” and complete the form. You can also call Member Services to request a Welcome Packet. The phone number for Member Services is located on the back of your member ID card.

Earn Money Each Year with Your My Health Pays® Rewards Program

Great news! Ascension Complete gives you the opportunity to earn money through our My Health Pays® Rewards program. With our My Health Pays® Rewards program, you can reach your health goals and earn money by completing routine preventive care and screenings. It’s that easy! Below are some ways you can earn money and stay healthy at the same time. Start earning today!

Reward Amount	Qualifying Healthy Activity
$15	Breast Cancer Screening
$15	Ongoing Diabetes Care*
$100	Annual Wellness Visit
$25	Statin therapy medication
$15	Colon Cancer Screening**

Requirements for earning rewards – All rewards are limited to one of each preventive care and screenings per calendar year.

*Ongoing Diabetes Care: Rewards can be earned for completing the preventive diabetes care activities below:

Reward Amount	Qualifying Ongoing Diabetes Care
$15	Kidney Screening (urine protein test)
$15	HbA1c test

**Colon Cancer Screening: Your reward will depend upon the type of screening your doctor recommends. Only one test per year will be rewarded. Below are a list of screening types and reward amounts available for qualifying colon cancer screenings:

Reward Amount	Qualifying Colon Cancer Screening
$15	Colonoscopy
$15	Flexible Sigmoidoscopy
$15	Fecal Occult Blood Test (FOBT)
$15	Fecal Immunochemical Test (FIT)
$15	Stool DNA Test

It Pays to Stay Healthy
You will receive your My Health Pays® Visa® Prepaid Card when you complete your first preventive care or screening visit. Each time you complete a qualifying healthy activity we’re notified by your doctor’s claims submission for your date of service and your reward will be added to your existing card. It’s that simple!

Don’t forget to keep your card!

Have questions?
Learn more on our dedicated Rewards webpage or call Member Services. Our Member Services telephone number is on the back of your ID card. From October 1 to March 31, you can call us 7 days a week from 8 a.m. to 8 p.m. From April 1 to September 30, you can call us Monday through Friday from 8 a.m. to 8 p.m. A messaging system is used after hours, weekends and on federal holidays.

Managing Your Care

Healthy Living for Stroke Prevention

What is a stroke?
According to The Centers for Disease Control and Prevention (CDC), a stroke happens when the blood supply to your brain gets blocked. It can also happen when a blood vessel in your brain bursts.

Did you know?
May is National Stroke Awareness Month
Every 40 seconds, someone in the U.S. has a stroke
Every 4 minutes, someone dies from it

A stroke can affect anyone—at any time. Your risk of having a stroke goes up depending on your age, sex and race. Certain health conditions, like obesity, diabetes and heart disease, also increase your risk. However, there are ways you can help prevent a stroke:

Eat healthy
Exercise regularly
Maintain a healthy weight
Don’t smoke or quit smoking
Limit alcohol consumption

Signs of a stroke include sudden:

Weakness in the face, arm or leg
Trouble speaking
Difficulty seeing
Dizziness or loss of balance
Severe headache

Call 911 if you think you or someone you know may be having a stroke.

Dr. Aaron Shoemaker, President, Ascension Medical Group Indiana says, “You can do many things yourself to prevent a stroke such as losing weight, exercising and quitting smoking. Other risk factors like atrial fibrillation, diabetes and hypertension require a doctor's help to optimally lower your risk. Make sure you have seen your Primary Care Doctor to ensure you know your risk and to formulate a personal health plan that helps prevent stroke and promotes a long, healthy life.“

Talk with your doctor about your risk of stroke at your next appointment.

Member Stories

New Spiritual Care Benefit for You!

Spiritual care is an essential part of your overall health, treating the whole person: body, mind and spirit. At Ascension Complete, we understand the important role spirituality plays in the daily lives of our members.
Qualified chaplains are available online to help ease your mind and lift your spirits with personalized, one-on-one compassionate care.

You have an opportunity to voice concerns and find support during difficult or challenging times.*
Spiritual care empowers people to find healing in light of many circumstances, past and present.
Available virtually 24/7.

To speak to someone today, register online at AscensionOnlineCare.org and enter the service key "COMPLETE" when prompted.

Here are a couple success stories from Ascension Complete members. Please keep in mind, names used in these stories are aliases to ensure member anonymity.

Marie, age 87, from Indiana, was referred to Spiritual Care when she began to experience loss of meaning and overall purpose in her life. Marie actively participated in four chaplain visits, where she explored issues and concerns surrounding her role, identity and sense of purpose. During her term of care, Marie was hospitalized. While in the hospital, she stated that conversations regarding her sense of purpose allowed her to find focus and meaning—and she felt her need for spiritual care was complete. Marie went on to say, “I don’t know that it’s anything in particular you said, but our visit just helped me to understand my situation better, and feel at peace with the Spiritual Care program of Ascension Complete.” During her last Spiritual Care visit, Marie said she never would expected her healthcare to consider—nor incorporate—her spiritual concerns, but she was grateful it did.

John, age 69, from Illinois, suffered from several adverse experiences with religious leaders in his past. While he still struggles with the institutional church as a whole, he passionately acknowledges the fact that his faith is a very important part of his life, and being able to share very personal parts of his past—in the context of his healthcare—was a new, liberating experience for him. After one of his Ascension Complete Spiritual Care visits, John contacted his Care Manager to express his happiness with his care, and is looking forward to his follow-up visit in the coming weeks.

Marla, age 62, from Florida, was referred to Ascension Complete Spiritual Care by a Care Manager, who identified spiritual struggles related to her battles with significant relationships. When she was contacted by the chaplain, Marla said, “I saw that Ascension Complete offered a Spiritual Care benefit and I knew it was the plan for me.” She welcomed the opportunity to reflect on her life and spiritual struggles. Marla continues to work with the chaplain on understanding how to connect to her spiritual needs in ways that benefit her overall sense of wellness and personal growth.

For questions about Spiritual Care services available to you, call Member Services using the phone number on the back of your member ID card. From October 1 to March 31, you can call us 7 days a week from 8 a.m. to 8 p.m. From April 1 to September 30, you can call us Monday through Friday from 8 a.m. to 8 p.m. A messaging system is used after hours, weekends and on federal holidays.

*Certain medical conditions apply to the eligibility of the benefit.

Y0020_21_24458NEWSLTR_C_04122021

Ascension Complete is contracted with Medicare for an HMO plan, and with some state Medicaid programs. Enrollment in Ascension Complete depends on contract renewal.

This information is not a complete description of beneﬁts. Contact the plan for more information. Limitations, copayments and restrictions may apply. Beneﬁts, premiums, and/or copayment/coinsurance may change on January 1 of each year.

You must continue to pay your Medicare Part B premium. However, for full-dual beneficiaries, the State will cover your Part B premium as long as you retain your Medicaid eligibility.

Ascension Complete complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex.

ATTENTION: If you speak Spanish, language assistance services, free of charge, are available to you. Call Member Services.

ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame a Servicios para Aﬁliados.

Premiums, copays, coinsurance, and deductibles may vary based on the level of Extra Help you receive. Please contact the plan for further details.

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