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Grievance, Appeals and Exceptions

Grievances | Appeals | Representative | Questions

Grievances and Member Feedback

Health Choice Generations is committed to maintaining high levels of member satisfaction. We continuously strive to improve our services through member feedback.

We encourage our members who require assistance with problem solving, to call our Member Services Department at 1-800-656-8991, 8 am - 8 pm, 7 days a week. (TTY for the hearing impaired: 1-800-842-4681).

Another avenue is to use the grievance process.

NOTE: You may file a Grievance verbally (over the phone) by calling Health Choice at 1-800-656-8991. Or, you may also write a letter to Health Choice and either mail or fax it to:

Health Choice Generations
Attn: Quality Management
410 N. 44th Street, Ste. 900
Phoenix, AZ 85008

Fax: 480-303-4433

Some examples of situations when you would file a complaint:

  • The quality of services that you receive
  • Office waiting times
  • Physician behavior
  • Adequacy of facilities
  • Involuntary disenrollment issues
  • Any other areas of dissatisfaction that do not include coverage decisions

Or you may file an expedited (24 hour) grievance when you disagree with Health Choice Generations decision to:

  • Extend the time frame to make an initial decision or appeal (also called a reconsideration).
  • A refusal to grant your request for a fast initial decision (A fast initial decision is a decision in 24 hours for Part D drugs OR a decision in 72 hours for medical services or supplies you have not yet received); OR
  • A refusal to grant your request for a fast appeal (72 hours).

If your complaint is about a decision regarding the denial of services or payment, you will need to file an appeal. Please refer to your Evidence of Coverage (EOC) for detailed instructions on how to file an appeal or call Health Choice Generations Member Services at 1-800-656-8991, 8 am - 8 pm, 7 days a week (TTY for hearing impaired: 1-800-842-4681).

If you should have any questions regarding the information and/or procedures above,      please call  Health Choice Generations at 1-800-656-8991.    TTY users should call 1-800-842-4681.   Or, you may e-mail the plan at Comments@iasishealthcare.com.

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Appeal Process

An "appeal" is the type of complaint you make when you want us to reconsider and change a decision we have made about what medical services or benefits are covered for you or what we will pay for a medical service or benefit.

You can ask us for an initial decision or you can appoint someone to do it for you; this person would be your Authorized Representative. For more information about Authorized Representatives, please refer to your HC Generations Evidence of Coverage Section 9.

There are six possible steps you can take to make complaints related to your medical coverage or payment for your medical care.

At each step, your request is considered and a decision is made. The decision may be partly or completely in your favor or it may be completely denied. If you are unhappy with the decision there may be another step you can take to get further review of your request. Whether you are able to take the next step may depend on the dollar value of the medical care involved or other factors.

If you are unhappy with the decision at any step of the process, you may be able to take another step if you want to continue requesting the care or payment.

  • In Steps 1 and 2, you make your request directly to us. We review it and give you our initial decision. If our initial decision is to turn down your request, you can go on to Step 2 where you appeal this initial decision.
  • In Steps 3 through 6, your appeal goes outside of HC Generations where people who are not connected to us make the decisions about your request. To keep the review independent and impartial, those who review the request and make the decision in Steps 3 through 6 are part of (or in some way connected to) the Medicare program or the federal court system.
Standard Decisions vs. Fast Decisions about Medical Care
A decision about whether HC Generations will cover medical care can be a standard decision that is typically made within 14 days or it can be a fast decision that is typically made within 72 hours.

You can ask for a fast decision only if you or any doctor believe that waiting for a standard decision could seriously harm your health or your ability to function. Fast decisions apply only to requests for medical care and you cannot get a fast decision on requests for payment for care you have already received.

Prescription Drug Benefit Appeal
If you wish to dispute a decision regarding your Prescription Drug benefit, there is a separate process called "Coverage Re-determination". Please refer to your HC Generations Evidence of Coverage, Section 9.

How to file an Appeal
If you are asking for a Standard Decision, you have the right to initiate an appeal verbally by telephone at 1-800-656-8991. The Customer Service Representative will put your statement in writing, read it back to you, and mail it out to you for your signature with a postage paid return envelope.

If you wish to appeal, you or your authorized representative should call HC Generations Member Services at 1-800-656-8991 (TTY users call 1-800-842-4681).

If you are asking for a Fast Decision, you, any doctor or your authorized representative can do so verbally by telephone by calling 1-800-656-8991 (TTY users call 1-800-842-4681).

Please note: you, any doctor or your authorized representative should have available any necessary documentation to support your request for a fast decision.

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Appointment of Representative

If you would like to appoint a person to file a grievance or request an appeal on your behalf, you and the person accepting the appointment must complete this form. Submit the completed form with the grievance or appeal request.

If you have further questions, about appointing someone to speak or make healthcare decisions on your behalf contact Health Choice Generations Member Services, 8 am - 8 pm, 7 days a week, at 1-800-656-8991 (TTY users call 1-800-842-4681).

The Medicare Appointment of Representative Form Link:

Appointment of Representative

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Questions?

If you have any questions or would like to receive the total number of grievances, appeals and exceptions filed with Health Choice Generations over the past year, please call our Member Services Department at 1-800-656-8991. TTY users should call 1-800-842-4681 (through Arizona Relay Service).

We are open 8 am - 8 pm, 7 days a week. One of our representatives will be happy to assist you.

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