 How do I contact the Aetna Better HealthSM Member Services Department?
To contact the Member Services Department call toll free 1 (866) 742-3120/TDD: toll free (866) 742-4844.
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 What is a Primary Care Provider (PCP)?
At Aetna Better Health SM, a Primary Care Provider (PCP) is the doctor, nurse or clinic in our network who will be the member’s main health care provider.
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 What if a specialist is needed?
A PCP will make a referral to a specialist in our network.
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 What if a Aetna Better HealthSM member needs medical advice in the middle of the night or while out of town?
Members should always call their PCPs first. The PCP will advise members on what to do.
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 Should Aetna Better HealthSM members go to the emergency room (ER) when their PCP isn’t available?
In a true emergency, call 911 or go to the nearest emergency room. Emergency care is given for a medical emergency when a member believes his/her health is in serious danger – when every second counts. Examples of emergency situations include:
Severe pain
Serious injury
Sudden illness
Illness that is quickly getting much worse
Heavy bleeding that doesn’t stop, especially if you are pregnant
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 Do Aetna Better HealthSM members have to pay for prescriptions?
Charter Oak members must pay for part of the cost of their medicines. To see how much you have to pay, or for questions about your pharmacy benefits, please refer to your member handbook. You can also visit www.ctdssmap.com and click on Pharmacy Information. Or call the Pharmacy Benefit Customer Call Center toll free at 1-866-409-8430 or local at 860-269-2031. Lines are open Monday through Friday from 8:00 a.m. to 5:00 p.m. (except holidays).
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 Do Aetna Better HealthSM members get an identification card?
Yes. Members will get an Aetna Better Health SM ID card in the mail. It will be printed with the member’s name, ID number, and PCP’s name and phone number.
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 What if Aetna Better HealthSM members lose their card?
Call our Member Services department toll-free at (866) 742-3120. We will send you a new card right away.
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 How do providers become part of the Aetna Better HealthSM provider network?
Please contact our Provider Relations Department for an application.
Address
Aetna Better Health Inc.
Attn: Provider Services (MC3N)
151 Farmington Avenue
Hartford CT 06156
Or call us at 1-866-742-3120
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 I want to keep seeing my behavioral health provider; what do I need to do?
Call toll-free at 1-877-284-2524. Office hours are Monday through Friday, 9:00 a.m. to 7:00 p.m.
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 I need outpatient behavioral health treatment now. What should I do?
Call toll-free at 1-877-284-2524. Office hours are Monday through Friday, 9:00 a.m. to 7:00 p.m.
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 Are Aetna Better HealthSM members eligible for dental coverage?
Charter Oak members do not have covered dental care benefits.
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 Are Aetna Better HealthSM members eligible for vision coverage?
Charter Oak members do not have covered vision care benefits.
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