Your Right for Information...
About Physician Incentive Plan
You have the right to ask if we have special financial arrangements with our physicians that can affect the use of referrals and other services you might need. To get this info, call our Customer Service Department at 1-800-777-4376 and request information about our physician payment arrangements.
About Provider Credentials
You have the right to info about our providers including the provider’s education, board certification, and recertification. To get this information, call our Customer Service Department at 1-800-777-4376.
About Clinical Practice Guidelines
iCare has implemented our Clinical Practice Guidelines with the support of network physicians on our review committee. Each clinical practice guideline represents an accepted standard of care in the medical profession that may be used for diagnosing, managing or treating conditions like asthma, COPD, diabetes, hypertension, obesity and drug and alcohol treatment. None of the information within these guidelines is intended to interfere with decisions made by your treating physician about your care.
For a hard copy of our Clinical Practice Guidelines, contact your Care Coordinator or for a general overview of our policy, please click here.
About Completing an Advance Directive, Living Will, Or Power Of Attorney For Health Care
You have the right to make decisions about your medical care. You have the right to accept or refuse medical or surgical treatment. You have the right to plan and direct the types of health care you may get in the future if you become unable to express your wishes. You can let your doctor know about your wishes by completing an advance directive, living will, or power of attorney for health care. Contact your doctor for more information.
You have the right to file a grievance with the DHS Division of Quality Assurance if your advance directive, living will, or power of attorney wishes are not followed. You may request help in filing a grievance.
Division of Quality Assurance
PO Box 2969
Madison, WI 53701-2969
About Your Medical Records
You have the right to ask for copies of your medical records from your provider(s). We can help you get copies of these records. Please call 1-800-777-4376 for help. Please note that you may have to pay to copy your medical records. You may correct inaccurate information in your medical records if your doctor agrees to the correction.
About When You May be Billed for Services
It is very important to follow the rules when you access medical care so you are not billed for services. You must get your care from iCare network doctors, clinics, and hospitals unless you have our approval. The only exception is for severe emergencies.
If you travel outside of Wisconsin and need emergency services, health care providers can treat you and send claims to iCare. You may have co-payments for emergency services provided outside Wisconsin, but the charges for Medicaid covered services will be no more than charges for services in the network. You will have to pay for any service you get outside Wisconsin if the health care provider refuses to submit claims or refuses to accept iCare payment as payment in full.
About Covered and Non-Covered Services
You do not have to pay for covered services other than required copayments. The amount of your co-pay cannot be greater than it would have been in fee-for-service. To help ensure that you are not billed for services, you must see a provider in iCare’s network. The only exception is for emergencies. If you are willing to accept financial responsibility and make a written payment plan with your provider, you may ask for noncovered services. Providers may bill you up to their usual and customary charges for noncovered services. If you get a bill for a service you did not agree to, or believe that you should not have been billed, please call 1-800-777-4376.
iCare and its providers and subcontractors may bill you for small service and/or prescription drug fees, called co-payments. The following members do not have to pay co-payments:
- iCare Medicaid SSI members
- Nursing home residents
- Pregnant women
- Members under 19 years of age who are members of a federally recognized tribe
- Members under 19 years of age with incomes at or below 100 percent of the Federal Poverty Level (FPL)
- iCare Family Care Partnership members
With your plan, you do not have to pay for covered services other than required copayments. The amount of your co-pay cannot be greater than it would have been in fee-for-service. To help ensure that you are not billed for services, you must see a provider in iCare’s network. The only exception is for emergencies. If you are willing to accept financial responsibility and make a written payment plan with your provider, you may ask for noncovered services. Providers may bill you up to their usual and customary charges for noncovered services. If you get a bill for a service you did not agree to, or believe that you should not have been billed, please call 1-800-777-4376.
About Medical Services Received Outside of Wisconsin
If you travel outside Wisconsin and need emergency care, health care providers in the area where you travel can treat you and send the bill to iCare. You may have copayments for emergency services provided outside Wisconsin.
iCare does not cover any services, including emergency services, provided outside the United States, Canada, and Mexico. If you need emergency services while in Canada or Mexico, iCare will cover the service only if the doctor’s or hospital’s bank is in the United States. Other services may be covered with HMO approval if the provider has a U.S. bank. Please call iCare if you get any emergency services outside the United States.
If you get a bill for services, call our Customer Service Department at 1-800-777-4376 right away.
If You Have Other Insurance
If you have other insurance in addition to iCare, you must tell your doctor or other provider. Your health care provider must bill your other insurance before billing iCare. If your iCare network doctor does not accept your other insurance, call the HMO Enrollment Specialist at 1-800-291-2002. The Enrollment Specialist can tell you how to match your HMO enrollment with your other insurance so you can use both insurance plans.