MEMBER SERVICES

Our member services staff can assist you with any questions or concerns in English, Spanish, or Creole. If you speak any other language, we will make every effort to accommodate other languages.

Please notify us immediately if there are changes in:

•  Name

•  Address

•  Phone number

•  Enrollment status

•  Adding or deleting members

•  Payment methodology

•  Cancellations

•  Plan type

We will also accept change requests in writing by the primary member. Change requests will be processed within 30 days of receipt.

 APPOINTMENTS

Make an appointment directly with the provider of your choice, please refer to the list at the end of this handbook. If you are unable to keep your appointment, notify the provider immediately and re-schedule to a more convenient date and time. You can change your appointment by calling at least 48 hours in advance. Always check the web site to obtain the most current provider directory or call member services at 1-877-251-4005.

COMPLAINTS AND GRIEVANCES

 CareNet wants to ensure that members have the right to express their experiences, concerns, and opportunities for improvements to include but not limited to services, procedures, and providers.

 Members can call our Member Services department at 1-877-251-4005 or 305-251-4005 or can also send a complaint/grievance in writing. Complaint/grievance forms can be sent by the Member Services Department upon request and are also available at the primary care provider offices. The form must be sent to:

CareNet
10300 SW 216 Street, Suite 100
Miami, FL. 33190
Att: Member Services

Every effort will be made to resolve complaints and grievances within 30 days from the day it is received.

TERMS & CONDITIONS

• CareNet is not an insurance plan; it is a discount medical plan
• CareNet members are responsible for paying the providers directly for services rendered at time of service
• Members are entitled to receive covered services once eligibility is established.
• This agreement is valid for one year. It renews automatically with continuous monthly payments.
• Eligibility is established upon receipt of payment.
• Failure to make timely membership payments will result in termination of eligibility.
• Cancellations must be requested in writing and submitted to CareNet. Members must return CareNet membership cards.
• Members may cancel the membership within 30 days after the effective date and receive a full refund of periodic charges.
• Members are responsible to notify CareNet about changes in address, telephone numbers, and other information provided on the application.
• Members are required to sign an individual contract at the attainment of ages 18.
• CareNet members are entitled to receive services in accordance with the Florida Patient Bill of Rights.
• CareNet may make changes to its provider network without prior notice.
• CareNet members will be updated on new services and providers via mail or through our website: www.mycarenet.com.
• CareNet will provide written notification of benefit changes within 30 days of effective date of benefit change.
• Members will be charged a $30fee for returned checks.
• Appointment cancellations must be done 48 hours in advance.