Member rights and responsibilities


Our members have rights and responsibilities. Our Member Services representatives serve as their advocates. Listed are the rights and responsibilities of members.

Members have the right to:

Privacy

  • Be treated with respect and with due consideration for their dignity and privacy
  • Expect that we will treat their records, including medical and personal information and communications, confidentially
  • Request and receive a copy of their medical records at no cost to the member and request that the records be amended or corrected
  • Be free from any form of restraint or seclusion used as a means of coercion, discipline, convenience or retaliation as specified in federal regulations

Take part in decisions regarding their healthcare

  • Receive information on available treatment options and alternatives, presented in a manner appropriate to the member’s condition and ability to understand
  • Engage in candid discussions of appropriate or medically necessary treatment options for their conditions regardless of cost or benefit coverage
  • Receive the appropriate services that are not denied or reduced solely because of medical condition
  • Refuse healthcare (to the extent of the law) and understand the consequences
  • Decide ahead of time the care they want if they become sick, injured or seriously ill by making a living will
  • Be able to make decisions about their children’s healthcare if members are younger than age 18 and married, pregnant or have children

Grievances, appeals and fair hearings

  • Pursue resolution of grievances and appeals about the health plan or care provided
  • Freely exercise filing a grievance or an appeal without adversely affecting the way they are treated
  • Continue to receive benefits pending the outcome of an appeal or a fair hearing under certain circumstances

Anthem Blue Cross and Blue Shield (Anthem) information

  • Receive the necessary information to be an Anthem member in a manner and format they can understand easily
  • Receive a current member handbook and a provider directory
  • a copy of the member handbook and/or provider directory by request by contacting Member Services
  • Receive assistance from Anthem in understanding the requirements and benefits of the plan
  • Receive notice of any significant changes in the benefit package at least 30 days before the intended effective date of the change
  • Make recommendations about our rights and responsibilities policies
  • Know how we pay our providers

Medical care

  • Choose their PMPs from our network of providers
  • Choose any Anthem network specialist after getting a referral from their PMPs, if appropriate
  • Be referred to healthcare providers for ongoing treatment of chronic disabilities
  • Have access to their PMPs or backups 24 hours a day, 365 days a year for urgent or emergency care
  • Get care right away from any hospital when their symptoms meet the definition of an emergency medical condition
  • Get post-stabilization services following an emergency medical condition in certain circumstances
  • Be free from discrimination and receive covered services without regard to race, color, creed, gender, religion, age, national origin ancestry, marital status, sexual preference, health status, income status, program membership, or physical or behavioral disability, except where medically indicated

Members have the responsibility to:

Respect their health care providers

  • Treat their doctors, their doctors’ staff and Anthem employees with respect and dignity
  • Not be disruptive in the doctor’s office
  • Make and keep appointments and be on time
  • Call if they need to cancel an appointment or change the appointment time or call if they will be late
  • Respect the rights and property of all providers

Cooperate with the people providing healthcare

  • Tell their providers about their symptoms and problems and ask questions
  • Supply information providers need in order to provide care
  • Understand the specific health problems and participate in developing mutually agreed-upon treatment goals as much as they are able
  • Discuss problems they may have with following their providers’ directions
  • Follow plans and instructions for the care they have agreed to with their practitioners
  • Consider the outcome of refusing treatment recommended by a provider
  • Discuss grievances, concerns and opinions in an appropriate and courteous way
  • Help their providers obtain medical records from their previous providers and help their providers complete new medical records as necessary
  • Secure referrals from their PMPs when specifically required before going to another healthcare provider unless they have a medical emergency
  • Know the correct way to take medications
  • Go to the emergency room when they have an emergency
  • Notify their PMPs as soon as possible after they receive emergency services
  • Tell their doctor who they want to receive their health information

Follow Anthem policies outlined in the member handbook

  • Provide us with proper identification during enrollment
  • Carry their Anthem and Medicaid ID cards at all times and report any lost or stolen cards
  • Contact us if information on their ID cards is wrong or if there are changes to their name, address or marital status
  • Call us and change their PMP before seeing the new PMP
  • Tell us about any doctors they are currently seeing
  • Notify us if a member or family member who is enrolled in Anthem has died
  • Report suspected fraud and abuse

Page Last Updated: 12/07/2023

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