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Frequently Asked Questions

Member Services

To learn more or for assistance, you can contact our Member Services call center or visit one of our Service Offices around the island, located in: Aguadilla, Bayamón, Caguas, Carolina, Fajardo, Guayama, Hatillo, Humacao, Manatí, Mayagüez, Ponce, and San Juan (Kennedy Ave.). For locations, visit the Contact Us section. You can get information about your coverage through your plan’s Evidence of Coverage, available in the Plans and Benefits section. You can also access this information through our MMM Mobile App, which you can download for free from the Play Store if your mobile device is Android or from the Apple Store if it's an iPhone. You can also access the website from your computer at the following link: https://member.innovamd.com/#/.
You can visit the physician of your choice within our plan's providers'network. We recommend that you consult your primary care physician whether you should see a specialist.
We recommend completing the Reimbursement Form provided by the plan and sending it along with the invoice or the receipts for the services you paid for. You can find the form and the process you should follow in the Assistance section; request it by email at: mmm@mmmhc.com; call Members Services, or visit any of our Service Offices around the Island. You can request reimbursement for payments of medical services (clinical) using our MMM Mobile App in the Services section.
The determination and processing of a reimbursement request are completed within a period of no more than 14 business days for pharmacy services and no more than 60 calendar days for clinical services, after we receive the submitted documents and verify that they are complete and clear to make the determination.
The drugs covered by your plan are listed in the Drug Formulary, in the Drug Coverage section. There, you will find details and requisites for getting your drugs, such as pre-authorization, step therapy, or quantity limits. You can contact us if you want more information and know the name and dosage of your drugs.
The plan providers are listed in the Members section, in the Provider and Pharmacy Directory, available electronically or downloadable as a PDF file. In our MMM Mobile App, you can find it in the Directory section. Also, in the Assistance section, you can request a printed copy to be sent by mail or contact the Member Services call center for further information, or visit any of our Service Offices around the Island.
You can check with your physician, or if you already know the service you are getting, you can contact the Member Services department or visit any of our Service Offices around the Island.
You must coordinate with your physician. He / She will submit the request to the plan with the necessary information. The Clinical Services department will evaluate it and communicate a decision.
The evaluation period will depend on the urgency indicated by the physician in your order or prescription. If your physician believes that your health may be at risk and requests the service or prescription with the indication of URGENT, it will be evaluated within 24 hours for pharmacy services and 72 hours for clinical services, after receiving it in the plan. When your physician believes that the service or prescription is not urgent to seriously affect your health, it will be evaluated within a period of no more than 7 calendar days in the case of a clinical determination. For Part D drugs, the evaluation period will not exceed 72 hours and for Part B drugs, the evaluation period will be up to 14 calendar days. After the plan receives the medical order, you can check the status of the request in the Services section in our MMM Mobile App.
You can request a 90-day supply of drugs designated as "maintenance drugs." These are identified in the Drugs Formulary with the initials MT.
You have multiple options to pay your monthly premium, amongst them: direct debit from your Social Security check; automatic debit from your bank account; payment by mail; payment by phone through Member Services; through Banco Popular, or by visiting one of our Service Offices or payment centers around the Island. For more information, visit the Premium Payment section (in the Assistance section).
If a state of emergency or disaster is declared in your geographical area, you still have the right to receive get from your plan. Stay tuned to the media for information issued by the company on how to get the care you need. For more information, visit the Getting Care During a Disaster section (in the Assistance section).

About Medicare

Medicare is a federal health insurance program aimed at people over 65, certain disabled people under 65 and people with End Stage Renal Disease (ESRD). Medicare Original (pay per service) was established in 1965. When the Balanced Budget Act (BBA) of 1997 was enacted by Congress, many changes were put to action at Medicare as well as the manner in which the Centers for Medicare and Medicaid Services (CMS) managed the Medicare benefits. One of the results of the legislation was the creation of the Medicare Advantage program.
It covers hospital services such as those received by the patient at the hospital, care centers and certain types of specialized home care.
1. It is an optional coverage for outpatient medical services and other services not covered by Medicare Part A. These services include primary care provider visits and some preventive services such as routine tests and vaccines, among others.
1. It is a private plan that administers and manages Parts A and B of Medicare. This plan, also known as Medicare Advantage, is available for members with Parts A and B. Private Plans offer additional benefits and, in many cases, Part D option. A Medicare Advantage plan may offer: • Access to physicians and specialists • Deductibles and coinsurance covers for Medicare Parts A and B • Hearing, vision, and dental services coverage • Emergency and urgency coverage anywhere in the world • Routine service coverage in the U.S.
It is a prescription drug coverage that offers Medicare beneficiaries a cost-effective and accessible alternative to purchase their drugs through a private plan. This coverage is optional and is only offered by private plans. If the beneficiary does not enroll when they are eligible for the first time and enroll later, they may have to pay a penalty.
1. For Medicare Advantage plans with Part D prescription drug coverage, Medicare sets a limit on the total spending of drugs they cover during the year. This figure includes the amount paid by the beneficiary, as well as the amount paid by the plan. After this amount is reached, the beneficiary reaches what is called a coverage gap stage. From there, the beneficiary will receive limited coverage and/or discounts on certain drugs and must pay for the remaining him/herself.  When the beneficiary reaches the new top amount for that stage, he/she then enters the next stage known as catastrophic coverage.  From that moment on, the plan will pay for most of the costs of their prescription drugs.  For more detailed information on payment stages, please refer to your plan’s Evidence of Coverage (EOC).
Persons who are eligible for Medicare and Medicaid coverage have “dual eligibility.” A large part of their medical expenses is covered if they have complete Medicare and Medicaid coverage. If you have dual eligibility, you may qualify for a Dual-Special Needs Plan (D-SNP).
If the enrollment process for Part B is delayed or not completed, the beneficiary may face severe economic penalties imposed by Medicare.
There are specific periods each year to enroll or make changes to Medicare: October 15 – December 7 This is known as the Annual Open Enrollment Period. During this time, members may make changes to their Medicare and Medicare Advantage coverage.   January 1st to March 31st During this period, better known as Medicare Advantage Open Enrollment Period, a beneficiary can make a one-time election to go to another Medicare Advantage plan or switch to Original Medicare. Should this be the case, the beneficiary may simultaneously choose a separate Medicare prescription drug coverage plan.   Special Enrollment Period To qualify for this period of change, you should have met at least one of the following circumstances: • You just turned 65 years of age. • Your current plan has been cancelled. • You have moved to/from Puerto Rico. • You are eligible for Platino benefits. • You have moved to a nursing home. • You receive “additional support” to cover the cost of medicine. • The Original Medicare or Medicare Advantage contract has been violated
Yes. Residents of nursing homes may enjoy the benefits of a Special Needs Plan (SNP). Medicare SNPs are a type of Medicare Advantage plan. Medicare SNPs are limited to people who have specific needs and characteristics, and identify the benefits, providers, medication forms, and other options that best address their healthcare needs.
Medicare Original was not created to cover all your medical expenses. This plan covers close to 80% of medical and hospital costs. A Medicare Original plan does not cover prescription drugs. The beneficiary is responsible for all expenses that Medicare does not cover. Medicare Advantage is a viable option to cover those expenses not covered by Original Medicare and receive additional services and benefits.
If you are under the age of 65 and have a disability, you are eligible for Medicare Advantage and may be privy to the same benefits that a person aged 65 or older receives. If you have been receiving Social Security benefits for at least the past two years, you may apply to enroll in a Medicare Advantage plan as soon as today.
The Centers for Medicare and Medicaid Services (CMS) assess the relative quality of Medicare Advantage plans. CMS evaluates the plans on a scale of one to five stars, with a five-star rating representing the highest quality. The score provides a general measure and is a cumulative indicator of the quality and access to care, responsiveness, and satisfaction of the beneficiary with the plan. Valuations of plans are posted on the Medicare website to provide beneficiaries with additional information to help them select among Medicare Advantage plans in their area.

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