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You should have received information on this program in the mail
by mid-April. It’s a free service, but one you do need to sign up for
by filling out and returning the form that was included in the mailing.
(Additional forms can be downloaded from our website or by calling
Member Services at 1-800-559-3500)
The program is straight-forward. You select one person – it can be a
spouse, adult child or other family member or a close friend – to sign
up for SCAN Family and Friends. Doing so will give them access to
the same SCAN communications and information sources you have.
For example, they’ll receive:
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Member mailings, including benefit updates and the SCAN Club newsletter, at the same time you do |
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Access to SCAN on Call®, a 24-hour a day Nurse Advice Line, and they can call on your behalf |
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The Healthwise® for Life handbook and a health checkbook |
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Access to our Caregiver Resource Line. This is a toll-free number that connects them to a SCAN representative who can provide information on community resources, such as support groups and associations |
“We recognize the value that family, friends and other caregivers
bring to their loved ones’ lives, especially when it comes to assuring
good healthcare,” says David Schmidt, CEO of SCAN. “This program
enables us to partner with those people and the result can be better
quality of care for our members. It will also make things easier for
those family and friends involved in the program.”
To sign up, just fill out the form. Make sure both you and the person
you’re designating as your official representative sign the form. Then
return it to SCAN.Your family and friends representative does not have
to live near you. They can live anywhere in the U.S. and we’ll mail their
information to the address provided on the registration form.
For more information, log on to the SCAN website at
www.scanhealthplan.com and go to the “Family and Friends” section.
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There are more than 50 highly trained representatives standing by to answer your
questions.
Dial the Member Services toll-free number and you’ll have to push just one more
number before you’re speaking to a live person, simply select either English or
Spanish and you’re connected to a representative.
Just whom are you speaking with when you call the SCAN Member Services phone
line? According to George Willock, Member Services Supervisor, you’re speaking
with an expert.
“Our representatives receive ongoing training when they’re here at SCAN,” he
says. “We have a full-time trainer who makes sure we’re all up to speed and
understand new programs, benefit changes, and procedures.” In addition, any time
a piece of communication goes out to our members, the representatives are on top
of it.
“We also have specialized representatives so if a question is so very specific
that a representative is unable to answer it to the member’s satisfaction,
they’ll pass the call over to a specialist,” says George.What members should
appreciate, however, is that the Member Services representative waits on the
line with the member and explains the situation to the specialist, saving the
member from having to explain things all over again. There are Member Services
specialists in the areas of pharmacy, hospitalization, member billing,
disenrollment, and research.
When you call Member Services, George points out that all members will be asked
to verify their identity. “The representative will typically ask for either your
date of birth or address every time you call. This is a federal regulation and
is something we do to help protect your privacy,” he explains. “Identity theft
is a huge concern and we don’t want to reveal our member’s personal information
to the wrong party.”
From there, the representative will ask how he or she can assist you – and
you’re set. SCAN representatives have a wealth of knowledge to draw on and a
number of resources at their fingertips. They also have the specialists
available should they need them. So rest assured, you’re in good hands when you
dial SCAN Member Services.
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