Important Information for Former Kaiser Members
SCAN is one of America’s largest not-for-profit Medicare Advantage plans. You’ll find many things that make SCAN different, such as:
- Our terrific Member Service team
- Generally lower copays and out of pocket costs
- A wide range of supplemental benefits
As well as key differences between SCAN and Kaiser:
- SCAN doesn’t have our own medical facilities and doctors; we work with medical groups throughout the communities we serve
- Your new primary care doctor will refer you to specialists and resources in their medical group
Remember, we’re here to make sure any ongoing care continues with an easy transition. And to share information on benefits you might not have enjoyed before. Below are answers to the most frequently asked questions from former Kaiser members. Of course, if you need more help, call SCAN Member Services at (800) 559-3500 TTY: 711
You’ll also find our guide to getting your membership off to a quick start, here.
Again, welcome to SCAN, we look forward to serving you.
Frequently Asked Questions
Q: I know that I need to choose a choose a new primary care doctor, how do I do that?
A: If you did not select a primary care doctor when you signed up for SCAN, we chose one for you. Your new primary care doctor and medical group are listed on your SCAN ID card.
Please know, you can change your doctor and medical group whenever you like. SCAN works with many local medical groups throughout the communities we serve. That means you have a choice of doctors at a number of convenient locations.
If you want to switch to a different primary care doctor within the same medical group, you can quickly do so by logging onto your SCAN online member account, or by calling Member Services. If you want to change your medical group, you do that, too, by calling Member Services. To find doctors near you, go to the Find a Doctor page on our site.
Q: How much is my copay to see my primary care doctor?
A: In many plans you'll pay $0 for office visits with your primary care doctor. Your copay amounts for doctor, specialist and emergency room visits are listed on the front of your SCAN ID card. You can also quickly find your copays and other plan information by logging into your SCAN online member account.
Q: What are some of the supplemental benefits available with my SCAN plan?
A: SCAN plans include many supplemental benefits. Depending on your plan, you may have a fitness membership, transportation to and from healthcare-related appointments, vision care or even dental care, to name a few. For complete information on all your supplemental benefits click here.
Q: I’m having trouble getting an appointment with my new doctor, can SCAN help?
A: Yes. If you’re trying to make an appointment for an initial wellness appointment a four-to-six-week wait is normal. This is for when care is not urgent. On the other hand, if you’re feeling ill or if you need to continue care for an ongoing issue, make sure you’re very specific when you call. That way your new doctor’s staff knows how soon to work you into their schedule. If you feel you’re not being seen soon enough, please call SCAN Member Services so we can help you get the care you need.
Q: What happens if I need care from a specialist?
A: Your primary care doctor is always your first stop when you need medical care. If you need specialty care, they’ll refer you to the specialist in your medical group that can best address your need. Keep in mind that your medical group will review and approve any referral requests.
Q: I’m in the middle of care how do I make sure my care continues smoothly?
A: If you told us you would need help transitioning care when you signed up for your plan, we should be reaching out to you shortly to help — if you’ve not already heard from us.
If you started your care after you signed up for SCAN, but before your membership took effect, please call Member Services and we’ll help you get the authorizations and appointments you need.
Q: How do I get my SCAN ID card?
A: Your SCAN ID card should arrive about two weeks after we receive your enrollment form. You can also view and download your card if you have registered for your SCAN online member account.
Q: Do I need a referral from my primary care doctor for my yearly vision exam?
A: No. For your routine vision exam, you can go directly to a vision provider. (Many SCAN supplemental benefits work like this, too, including hearing exam, acupuncture or chiropractic care, and dental. Find more details on this and other benefits here.)
Keep in mind: If you need care for a medically related eye problem like cataracts, you’ll need to see your primary care doctor for a referral to a medical specialist, such as an ophthalmologist.
Q: How do I get my medical records transferred to my new doctor?
A: Once you select your primary care doctor call and make your first appointment. You should also ask that your new doctor request your medical records from Kaiser. That way your new doctor will have your medical background and know where you are in your care. If you need help getting your medical records transferred, call SCAN Member Services for next steps.
Q: When can I start using my gym membership?
A: As soon as your SCAN membership takes effect! Simply go to the website for your fitness benefit and register with them—find the link on the SCAN extras page. When you register, you’ll be able to get your membership number and start using your benefit immediately.
Q: I am a SCAN Venture (HMO) plan member. When will I start receiving my Part B give-back?
A: As you know, your Part B Premium rebate, or give-back, will appear as an increase in your Social Security. However, it could take up to three or four months to appear. Rest assured though, you’ll see the full amount owed to you at that time. Click here for more information on your Venture plan.
