Thank You for being a Member of LifeWorks Advantage

Member Resources provides you with the tools, information and resources to help you get the most out of your LifeWorks Advantage (HMO SNP) benefits and coverage and much more.

  • To request a hardcopy of the LifeWorks Advantage provider directory or the Evidence of Coverage, please call Member Services at (844) 854-6883.
  • To learn about the benefits and coverage, members rights and responsibilities, read your Evidence of Coverage.

Out of Network Coverage Rules

As a member of LifeWorks Advantage, you must use network providers. If you receive unauthorized care from an out-of-network provider, we may deny coverage and you will be responsible for the entire cost.

Here are three exceptions:

  • The plan covers emergency care or urgently needed care that you get from an out- of-network provider. For more information about this, and to learn what emergency or urgently needed care means, please contact Member Services.
  • If you need medical care that 1) Medicare requires our plan to cover, and 2) the provider in our network cannot provide this care, you can get this care from an out- of-network provider. Prior Authorization should be obtained from the plan prior to seeking care. In this situation, if the care is approved, you would pay the same as you would pay if you got the care from a network provider. Your PCP or other network provider will contact us to obtain authorization for you to see an out-of- network provider.
  • Kidney dialysis services that you get at a Medicare-certified dialysis facility when you are temporarily outside the plan’s service area. In these special circumstances, it is best to ask an out-of-network provider to bill us first. If you have already paid for the covered services or if the out-of-network provider sends you a bill that you think we should pay, please contact Member Services or send us the bill.

How to File an Organization Determination

What is an Organization Determination?

An organization determination is any determination (i.e. approval or denial) made by a Medicare health plan (e.g., LifeWorks Advantage) regarding:

  1. Receipt of, or payment for, a managed care item or service;
  2. The amount a health plan requires an enrollee to pay for an item or service; or
  3. A limit on the quantity of items or services.

You may file a standard reconsideration if you disagree with the decision that was made by the LifeWorks Advantage.

Who Can Request an Organization Determination?

An enrollee, an enrollee’s representative, or any provider that furnishes, or intends to furnish, services to an enrollee, may request a standard organization determination by filing an oral or written request with the LifeWorks Advantage. Expedited requests may be requested by an enrollee, an enrollee’s representative, or any physician, regardless of whether the physician is affiliated with LifeWorks Advantage.

When Can an Organization Determination Be Requested?

An organization determination made by LifeWorks Advantage can be requested with respect to any of the following:

  • Payment for temporarily out of the area renal dialysis services, emergency services, post-stabilization care, or urgently needed services;
  • Payment for any other health services furnished by a provider other than LifeWorks Advantage that the enrollee believes are covered under Medicare, or, if not covered under Medicare, should have been furnished, arranged for, or reimbursed by the LifeWorks Advantage;
  • LifeWorks Advantage’s refusal to provide or pay for services, in whole or in part, including the type or level of services, that the enrollee believes should be furnished or arranged for by LifeWorks Advantage;
  • Reduction, or premature discontinuation of a previously authorized ongoing course of treatment; or
  • Failure of LifeWorks Advantage to approve, furnish, arrange for, or provide payment for health care services in a timely manner, or to provide the enrollee with timely notice of an adverse determination, such that a delay would adversely affect the health of the enrollee.

Where Can an Organization Determination be filed?

Our plan has fourteen (14) calendar days (for a standard organization determination request) or seventy-two (72) hours (for an expedited request) from the date it gets your request to notify you of its decision.

What Is a Standard Reconsideration (i.e., Appeal)?

A reconsideration is also known as an appeal. If LifeWorks Advantage denies an enrollee’s request for an item, service in whole or in part, or any amounts the enrollee must pay for a service (issues an adverse organization determination), the enrollee may appeal the decision to the plan by requesting a reconsideration.

A reconsideration consists of a review of an adverse organization determination or termination of services decision, the evidence and findings upon which it was based, and any other evidence that the parties submit or that is obtained by the health plan, the QIO, or the independent review entity.

Who can Request a Standard Reconsideration (i.e., Appeal)?

  • An enrollee or an enrollee’s appointed or authorized representative may request a standard or expedited reconsideration (i.e., appeal).
  • A non-contract physician or provider to a Medicare Health plan may request a standard reconsideration without being appointed as the enrollee’s representative, on the enrollee’s behalf.
  • Non-contract providers must include a signed Waiver of Liability form holding the enrollee harmless regardless of the outcome of the appeal.
  • A physician regardless of whether the physician is affiliated with the plan may request that a Medicare Health Plan expedite a reconsideration.
  • Contract providers do not have appeal rights.

How to Request a Reconsideration

  • Reconsideration requests must be filed with the health plan within 60 calendar days from the date of the notice of the organization determination.
  • Expedited requests can be made either orally or in writing.
  • Standard requests must be made in writing unless the enrollee’s plan accepts oral requests. An enrollee should call the plan or check his or her Evidence of Coverage to determine if the plan accepts oral standard requests.

Important Things to Know About Asking for Standard Reconsideration:

A party must file the request for reconsideration within sixty (60) calendar days from the date of the notice of the organization determination. If a request for reconsideration is filed beyond the sixty (60) calendar day time frame and good cause for late filing is not provided, LifeWorks Advantage will forward the request to the independent review entity for dismissal.

Once the plan receives the request, it must make its decision and notify the enrollee of its decision as quickly as the enrollee’s health requires, but no later than 72 hours for expedited requests or 30 calendar days for standard requests, or 60 calendar days for payment requests.

Our plan can accept or deny your request. If we approve your request for a standard reconsideration, our approval is valid until the end of the plan year.

Where Can a Reconsideration Be Filed?

You or your representative can request a reconsideration by writing directly to us at:

  • LifeWorks Advantage – Appeals and Grievances DepartmentPO Box 2190 Glen Allen, VA 23058-2190
  • Fax: 1-800-862-2730
  • Email: customerservice@lifeworksadvantage.com
  • Contact Member Services Department at our toll-free number at 1-844-854-6883. Our hours are between 8:00 a.m.– 8:00 p.m., seven days a week (except Thanksgiving and Christmas) from October 1 through March 31, and Monday to Friday (except holidays) from April 1 through September 30.

 

What is a Good Cause Exception?

If a party shows good cause, LifeWorks Advantage may extend the time frame for filing a request for reconsideration (i.e., appeal). LifeWorks Advantage will consider the circumstance that kept the enrollee or representative from making the request on time and whether any organizational actions might have misled the enrollee.

Examples of circumstances where good cause may exist to file a late appeal include (but are not limited to) the following situations:

  • The enrollee did not personally receive the adverse organization determination notice, or he/she received it late;
  • The enrollee was seriously ill, which prevented a timely appeal;
  • There was a death or serious illness in the enrollee’s immediate family;
  • An accident caused important records to be destroyed;
  • Documentation was difficult to locate within the time limits;
  • The enrollee had incorrect or incomplete information concerning the reconsideration process; or
  • The enrollee lacked capacity to understand the time frame for filing a request for reconsideration.

How to File an Appeal

What Is an Appeal?

An appeal is a formal request by the member (or his/her authorized representative) to change a decision previously made by LifeWorks Advantage.

For example, you may file an appeal for any of the following reasons:

  • LifeWorks Advantage refuses to cover or pay for services you think LifeWorks Advantage should cover.
  • LifeWorks Advantage or one of the Contracting Medical Providers refuses to give you a service you think should be covered.
  • LifeWorks Advantage or one of the Contracting Medical Providers reduces or cuts back on services you have been receiving.
  • If you think that LifeWorks Advantage is stopping your coverage too soon.

Who Can File an Appeal?

You or your authorized representative may file an appeal. You may also have your physician file an appeal on your behalf.

You may appoint an individual to act as your representative to file the grievance or an appeal for you by following the steps below.

Provide our health plan with:

  1. Your name, your Medicare number and a statement which appoints an individual as your representative. (Note: You may appoint a physician or a Provider.) For example: “I [your name] appoint [name of representative] to act as my representative in requesting an appeal from LifeWorks Advantage and/or CMS regarding the denial or discontinuation of medical services.”
  2. Your name, address and phone number and that of your representative, if applicable.
  3. A signed and dated statement by you and the person you are appointing as representative.
  4. You must include this signed statement with your appeal.
  5. Reasons for appealing, and any evidence you wish to attach.
  6. Supporting medical records, doctors’ letters, or other information that explains why your plan should provide the service. Call your doctor if you need this information to help you with your appeal. You may send in this information or present this information in person if you wish.

When Can an Appeal Be Filed?

You may file an appeal within sixty (60) calendar days of the date of the notice of the initial organization determination.

Note: The sixty (60) day limit may be extended for good cause. Include in your written request the reason why you could not file within the sixty (60) day time frame.

Can I Expedite an Appeal?

You have the right to request and receive expedited decisions affecting your medical treatment in “time-sensitive” situations.

A “time-sensitive” situation is a situation where waiting for a decision to be made within the time frame of the standard decision-making process could seriously jeopardize 1) your life or health, or 2) your ability to regain maximum function.

If LifeWorks Advantage or your Primary Care Physician decides, based on medical criteria, that your situation is “time-sensitive” or if any physician calls or writes in support of your request for an expedited review, LifeWorks Advantage will issue a decision as expeditiously as possible, but no later than seventy-two (72) hours after receiving the request.

Where Can an Appeal Be Filed?

You may file a standard appeal in writing directly to: LifeWorks Advantage, Appeals and Grievances Department, PO Box 2190 Glen Allen, VA 23058-2190, or by faxing 1-800-862-2730.

What Happens Next?

We will review your appeal. If any of the services you requested are still denied after our review, Medicare will provide you with a new and impartial review of your case by a reviewer outside of LifeWorks Advantage. If you disagree with that decision, you will have further appeal rights. You will be notified of those appeal rights if this happens.

How to File a Grievance

What Is a Grievance?

A grievance is a type of complaint that does not involve payment or denial of services by LifeWorks Advantage or a Contracting Medical Provider. For example, you would file a grievance if:

  • You have a problem with things such as the quality of your care during a hospital stay;
  • You feel you are being encouraged to leave your plan;
  • Waiting times on the phone, at a network pharmacy, in the waiting room, or in the exam room;
  • Waiting too long for prescriptions to be filled;
  • The way your doctors, network pharmacists or others behave;
  • Not being able to reach someone by phone or obtain the information you need; or
  • Lack of cleanliness or the condition of the office.

Who Can File a Grievance?

A grievance may be filed by any of the following:

  • You may file a grievance.
  • Your authorized representative.

Why File a Grievance?

You are encouraged to use the grievance procedure when you have any type of complaint (other than an appeal) with LifeWorks Advantage or a Contracting Medical Provider, especially if such complaints result from misinformation, misunderstanding, or lack of information.

Can I Expedite a Grievance?

Yes. If you disagree with LifeWorks Advantage’s decision to extend the timeframe on your organization determination or reconsideration, or LifeWorks Advantage’s decision to process your expedited request as a standard request. In such cases, you may file an expedited grievance and receive a response within twenty-four (24) hours of receipt.

Where can a Grievance Be Filed?

You may file a standard grievance in writing directly to: LifeWorks Advantage -Appeals and Grievances Department, PO Box 2190 Glen Allen, VA 23058-2190 by faxing 1-800-862-2730 or over the phone by contacting our Member Services Department at our toll-free number at 1-844-854-6883. Our hours are between 8:00 a.m.– 8:00 p.m., seven days a week (except Thanksgiving and Christmas) from October 1 through March 31, and Monday to Friday (except holidays) from April 1 through September 30.

If you would like you can file a complaint directly to Medicare by filling out the complaint form at https://www.medicare.gov/MedicareComplaintForm/home.aspx.

How to Obtain an Aggregate Number of Appeals, Grievances and Exceptions

You have the right to request the number of appeals and the number of quality of care grievances received by LifeWorks Advantage (HMO SNP) during a plan year.
Please call Member Services at 1-844-854-6883 (TTY 711).

Our hours are 8:00 a.m.– 8:00 p.m., seven days a week (except Thanksgiving and Christmas) from October 1 through March 31, and Monday to Friday (except holidays) from April 1 through September 30. Calls to this number are free.

How to Appoint a Representative to File a Grievance or Complaint

You or someone you name may file a complaint (grievance) or appeal for you. The person you name would be your “appointed representative”. You may name a relative, friend, lawyer, advocate, health care provider, or anyone else to act on your behalf.

To appoint a representative, fill out the CMS Appointment of Representative Form (CMS Form-1696). Once you have filled out the form, you may print and mail the form to:

LifeWorks Advantage
PO Box 2190
Glen Allen, VA 23058
You may also send a fax to 1-800-375-6496

A description of, and information on how to appoint a representative, you may also call Member Services for LifeWorks Advantage at 1-844-854-6883; TTY 711. Our hours are 8:00 a.m.– 8:00 p.m., seven days a week (except Thanksgiving and Christmas) from October 1 through March 31, and Monday to Friday (except holidays) from April 1 through September 30. Calls to this number are free.

How to End Your LifeWorks Advantage Benefits

Ending your Membership in LifeWorks Advantage may be voluntary (your own choice) or involuntary (not your own choice). If you are leaving our plan, you must continue to get your medical care through our plan until your Membership ends.

For more complete information about disenrolling from LifeWorks Advantage, you can do any of the following:

  • See your Evidence of Coverage (ISNP) for more information and to learn about the rights, benefits, and responsibilities of Members.
  • To request a disenrollment form, call LifeWorks Advantage at 1-844-854-6883; TTY 711. Calls to this number are free. Our hours are 8:00 a.m.– 8:00 p.m., seven days a week (except Thanksgiving and Christmas) from October 1 through March 31, and Monday to Friday (except holidays) from April 1 through September 30.)
  • Read the Medicare & You Handbook. Everyone with Medicare receives a copy of Medicare & You each fall. Those new to Medicare receive it within a month after first signing up. You can also download a copy from the Medicare website (www.medicare.gov). Or, you can order a printed copy by calling Medicare at the number below.
  • Contact Medicare at 1-800-MEDICARE (1-800-633-4227), 24 hours a day, 7 days a week. TTY users should call 1-877-486-2048. Calls to these numbers are free.

Member Materials

Can’t find what you are looking for or need to check the status of your request?

For more information, please call us at:

LifeWorks Advantage
1-844-854-6883 (TTY 711)

Our hours are 8:00 a.m.– 8:00 p.m., seven days a week (except Thanksgiving and Christmas) from October 1 through March 31, and Monday to Friday (except holidays) from April 1 through September 30. Calls to this number are free.

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