Frequently Asked Questions

How can I allow others access to my health information?
To protect your privacy, we need your permission before we allow anyone else access to your private information. There are three ways that you can authorize a family member or friend to serve as your representative with access to information about your care and services with VNSNY CHOICE.
 
  1. Write a letter indicating that you, as the member, authorize your representative to speak on your behalf. Include the full name of your representative, a brief description of your relationship, and the sort of information to which you are granting access. Send this letter to VNSNY CHOICE MLTC Member Services for processing:

    VNSNY CHOICE MLTC
    1250 Broadway, 11th floor
    New York, NY 10001

  2. To give your representative access without limitations, you can ask Member Services (1-888-867-6555; TTY: 711) to mail a Health Information Release form to your home. 

    Then, fill out the form and send it back to VNSNY MLTC Member Services for processing.

  3. Call Member Services at 1-888-867-6555 (TTY: 711) with your authorized representative and give verbal authorization. Your authorization will be valid for 14 days from the date of the call.
     
How can I find a doctor or specialist?
As a CHOICE MLTC member, you can use any doctor you choose for services that are not covered by the plan. However, if you are a member of a Medicare HMO plan, you may have to use doctors and specialists who are part of that plan's network. For services covered by CHOICE MLTC, you can find a list of doctors, specialists, and other providers in the CHOICE MLTC Provider & Pharmacy Directory
 
If you need help identifying a provider who meets your needs, you can also contact CHOICE MLTC Member Services at 1-888-867-6555 (TTY: 711).
 
Can I keep CHOICE MLTC if I move?
If your home address changes, contact CHOICE MLTC Member Services at 1-888-867-6555 (TTY: 711). If your new address is within the CHOICE MLTC service area, your coverage will not be affected. If you move outside of the CHOICE MLTC service area, you may no longer be eligible for our plan, in which case you would be disenrolled. Follow this link for the CHOICE MLTC service area.
 
How can I check to see if a service has been authorized?
If you have any questions or concerns about getting authorizations for medical services, please contact Member Services at 1-888-867-6555 (TTY: 711), and a representative will be able to assist you.
 
How can I suspend my services if I’m not going to be in my home?
If you need your services suspended because you will not be at home — for example, if you go away on vacation, or have to go into the hospital — please contact Member Services at 1-888-867-6555 (TTY: 711). To suspend your home health aide services while you're away, please contact the agency that provides your aide.
 
Can I change my Home Health Aide?
Yes. If you are dissatisfied with the quality of care that your aide is providing, please contact the agency that provides your aide. If you are dissatisfied with the agency, please call Member Services at 1-888-867-6555 (TTY: 711). 
 
What information will I need when I call Member Services? 
To protect your privacy, Member Services will always ask you to provide three pieces of information to identify yourself. These could include: 
  • Your CHOICE Member ID Number
  • First and Last Name
  • Date of Birth
  • Full Address
  • Medicare ID Number
  • New York Medicaid ID Number
  • Social Security Number
     
How can I check my current Medicare or Medicaid status?
To find out whether you are enrolled or eligible for Medicare or Medicaid, contact Member Services at 1-888-867-6555 (TTY: 711). One of our representatives will be able to assist you.
 
I got a bill for something I thought CHOICE would cover. What should I do?
Contact Member Services at 1-888-867-6555 (TTY: 711). Please have the bill with you when you call, as the representative will ask you for specific information found on the bill. The representative will work with you and your doctor to clarify the bill and determine whether you may be responsible for any charges.
 
How do I change my contact information (address, phone number)?
If your home address or phone number has changed, please contact Member Services at 1-888-867-6555 (TTY: 711) and notify a representative, so that we can update our records and ensure that your services continue properly.

Last updated 10/1/2016

Find a Provider in Your Area

CHOICE MLTC members can continue seeing their current doctors and do not have to choose from the network. CHOICE uses a network of community providers to deliver many services our MLTC members need. This directory can help you find an MLTC network provider.