Benefits & Services
We manage your covered benefits by:
- Working with your provider to decide what care is needed
- Deciding what care is covered
The health care provider you choose is your first point of contact for health care. This is the person you should call for most of your health care needs.
We contract with a select network of providers for your care. We check our providers and hospitals often to make sure you get the care you deserve. There may be times when you can’t get the care you need from an in-network provider. If this happens, you may need to go out of the network for the care. We must approve this first.
We only cover care or supplies that are medically needed. We decide medical need by looking at the accepted standards of care. We decide whether the care meets these standards.
Questions on out-of-network benefits? Just call Member Services at 1-855-300-5528 (TTY: 711 or TDD: 1-800-627-4702) for more information.
Also, read your Member Handbook. You’ll learn more about what benefits are covered.
Aetna Better Health of Kentucky covers certain dental services for adults and children under the age of 21. Children living in Kentucky must get a dental exam before they start kindergarten.
Aetna Better Health contracts with Avesis to provide dental, oral surgery or orthodontic services for our members. Call Member Services at 1‑855‑300‑5528 (TTY users dial 711, TDD users dial 1‑800‑627‑4702), Monday through Friday, 7 a.m. to 7 p.m. ET, to find out how to get care. You may also look in your Provider Directory or under Find a Provider.
If you are a smoker, have a history of smoking, or use other types of tobacco, we want to work with you to help you stop. Aetna Better Health of Kentucky has a program that is designed to help you if you are ready to quit smoking. This service is provided over the phone. You can get help in the form of patches, gum or medications. If you would like assistance with smoking cessation please call 1‑855‑300‑5528 (TTY users dial 711, TDD users dial 1‑800‑627‑4702), Monday through Friday, 7 a.m. to 7 p.m. ET. And ask for Case Management.
The Commonwealth of Kentucky also has a free program. Always talk to your doctor before starting any new program. For more information on this free program, call THE QUIT LINE at 1‑800‑QUIT‑NOW (1‑800‑784‑8669).
Eye care and eyeglasses
Aetna Better Health of Kentucky covers certain vision services for adults and children under the age of 21. Children living in Kentucky must get an eye exam before they start kindergarten. Eyeglasses are limited to members under 21 years of age. Aetna Better Health contracts with Avesis to provide vision and eye care services for our members.
Call Member Services at 1‑855‑300‑5528 (TTY users dial 711, TDD users dial 1‑800‑627‑4702), Monday through Friday, 7 a.m. to 7 p.m. ET, to find out how to get care. You may also look in your Provider Directory or under Find a Provider.
Aetna Better Health of Kentucky contracts with EviCore to provider radiology benefit management for our members. It is necessary for your provider to get prior authorization from EviCore to perform the following outpatient non‑emergency diagnostic tests:
- Stress Echo
- Nuclear Cardiology
How do you get your medicine?
Go to a network drug store and give them your prescription. Show your Aetna Better Health of Kentucky Member ID card and Kentucky Medicaid ID card. If you have Medicare or other insurance, you must show that ID card, as well. You may call Member Services at 1‑855‑300‑5528 (TTY users dial 711, TDD users dial 1‑800‑627‑4702), Monday through Friday, 7 a.m. to 7 p.m. ET, to get a drug list or a list of network drug stores.
We cover medicines on our preferred drug list
Aetna Better Health of Kentucky covers the medicines included on our Preferred Drug List. This is the list of drugs that we cover when they are medically necessary. This list was included in your welcome packet. Aetna Better Health does not pay for drugs that have not been approved by the Federal Drug Administration (FDA).
Some medicines need to be approved ‑ prior authorization
Aetna Better Health of Kentucky must approve some medicines on our drug list before we cover them. We do this through prior authorization or Step Therapy.
Step Therapy (ST)
Some drugs are not approved unless another drug has been tried first. ST coverage requires that a trial of another drug be used before a requested drug is covered.
When you get a new prescription, ask your provider if we need to approve the medicine before you can get it. If we do, ask if there is another medicine you can use that does not need approval. When we need to approve your medicine, your provider must contact Aetna Better Health of Kentucky for you. We will review the request to approve your medicine. If the pharmacist cannot reach Aetna Better Health to make sure it is approved, your pharmacist can give you a three day temporary supply of the new prescription.
We will tell you in writing if we do not approve the request. We will also tell you how to start the complaint/appeal process.
Some drugs have limits to the number of doses you may get. This is called a quantity limit. The Food and Drug Administration (FDA) decides safe dose limits. For a partial list ofthe services we cover and to see what approvals are required you can call Aetna Better Health’s Member Services at 1‑855‑300‑5528.
The pharmacist will fill your prescription according to FDA safe dosing limits. He/she will do this even if your provider wrote the prescription for more than the recommended FDA safe dosing limits. The pharmacist will not give you more medicine if your provider does not get it prior authorized. The pharmacist will ask your provider to call us first.
If your medicine is not on our drug list, ask your provider if there is one on the drug list you can use. If not, your provider must ask us for a medical exception. We will decide after review and if necessary, after talking with your provider, if the drug on the drug list will not work for your medical condition. If your provider does not ask for the exception, Aetna Better Health of Kentucky may not pay for it.
We will review the medical exception request within 24 hours. If we are unable to meet this deadline, the pharmacist can give you a three day supply of the drug. If we do not approve your medical exception, we will tell you in writing. We will also tell you how to start the complaint process.
Brand‑name drugs instead of generic alternatives
Generic drugs are as good as brand‑name medicines. Aetna Better Health of Kentucky pays for generic drugs when available. If your provider wants you to have a brand‑name drug, he/she must ask Aetna Better Health for a prior authorization. We will review the request. If we do not approve the request for a brand‑name drug, we will tell you in writing. We will also tell you how to start the complaint process.
Medicines are not on our drug list when enrolled
If your drugs are not on our drug list when you are enrolled with Aetna Better Health of Kentucky, you may take your medicine for 30 days after you enroll with us. Your provider should change your medicine to one on our preferred drug list or ask for a medical exception. If we do not prior authorize the exception, we will tell you in writing. We will also tell you how to start the complaint process.
Family planning services and supplies
Family planning services includes birth control counseling and supplies. Aetna Better Health of Kentucky covers family planning for members of child‑bearing age. You do not need to ask your PCP before getting this care. Any care you receive is kept private. If you do not want to talk to your PCP about family planning, call Member Services at 1‑855‑300‑5528 (TTY users dial 711, TDD users dial 1‑800‑627‑4702), Monday through Friday, 7 a.m. to 7 p.m. ET. We can help you choose a family planning provider. You may get family planning services and supplies from an Aetna Better Health provider or a provider not in our network.
Behavioral health care
Behavioral health care are services to treat a member’s mental health. This includes alcohol and substance abuse. Covered services include:
- Community Mental Health Center services
- Inpatient mental health services
- Outpatient mental health services
- Psychiatric residential treatment facilities
- Court‑ordered involuntary commitment for acute inpatient psychiatric services for members under age 21 and over age 65
If you need behavioral health services, your PCP may send you for care. In the case of a behavioral health emergency, you should call the Behavioral Health Crisis Hotline at 1‑888‑604‑6106 (TTY dial 711, TDD dial 1‑866‑200‑3269). It is open 24 hours a day, seven days a week, and 365 days a year. They can help you get the care you need.
Some behavioral health care is covered only when it has been pre‑authorized (unless it is an emergency). Please make sure your provider checks the prior authorization list before providing you behavioral health service. Inpatient care you get is reviewed during your stay. Your care will be covered as long as it is medically needed. If it is decided that all or part of your stay is not needed, the provider will be told that coverage will end.