About Medicare Enrollment

Welcome CarePlus Members

As a member of CarePlus, this page is just for you. Here you can find the information and forms you need to help manage your healthcare decisions and provide us with feedback.

We want to make it easier for you to help stay in control of your healthcare. As one of our 107,000* members, you are the reason why we work hard to provide you with improved benefits, value and convenience each year. We have always believed that good health care starts with prevention. That's why we focus on giving you the benefits you need to help you stay satisfied and happy.

CMS Star Ratings

The Overall Star Rating gives you a single summary score that makes it easier for you to compare plans based on quality and performance. The information provided below is an overall star rating for CarePlus’ performance. In addition, you can visit www.medicare.gov (link opens in new window)  to see detailed ratings and find out more about the differences between plans.

2018 CMS Star Rating Information

PDF2018 CMS Star Rating Information - English (link opens in new window) 

PDF2018 CMS Star Rating Information - Spanish (link opens in new window) 

Medicare evaluates plans based on a 5-Star rating system. Star Ratings are calculated each year and may change from one year to the next.

Summary of the Florida Patient's Bill of Rights and Responsibilities

CarePlus' Summary of the Florida Patient's Bill of Rights and Responsibilities

Florida law requires that your healthcare provider or healthcare facility recognize your rights while you are receiving medical care and that you respect the healthcare providers’ or healthcare facility’s right to expect certain behavior on the part of patients.

PDFSummary of the Florida Patients Bill of Rights and Responsibilities - English(link opens in new window) 

PDFSummary of the Florida Patients Bill of Rights and Responsibilities - Spanish(link opens in new window) 

Grievances and Redeterminations Information

You or your authorized representative may file a grievance request either verbally or in writing. For important information on how to file a grievance, please click one of the options below.

PDFHow to File a Grievance or Appeal - English(link opens in new window) 

PDFHow to File a Grievance or Appeal - Spanish(link opens in new window) 

For important information and forms about Coverage Determinations, Redeterminations and how to appoint a representative, please click here.

How to File a Grievance and/or Appeal

To file a grievance or appeal, you can contact CarePlus in one of these ways:

By phone– Call CarePlus at 1-800-794-5907; from 8 a.m. to 8 p.m., 7 days a week. From February 15th to September 30th, we are open Monday-Friday from 8 a.m. to 8 p.m. TTY users should call 711.

Fax or mail the form – If you prefer, you can download a copy of the form below and fax or mail it to CarePlus.

Grievance and Appeals Request Form

PDFGrievance/Appeal Request Form - English(link opens in new window) 

PDFGrievance/Appeal Request Form - Spanish(link opens in new window) 

Fax number: 1-800-956-4288

Mailing address:

CarePlus Health Plans
Grievance and Appeals department
11430 NW 20th Street, Suite 300 Miami, FL 33172

You can also file a complaint on Medicare.gov website (link opens in new window) 

Contact numbers for members and physicians who have questions and need to inquire about the status of the Grievance, Coverage Determination, and Appeal processes

Members:

Please contact the CarePlus Member Services department at 1-800-794-5907; from 8 a.m. to 8 p.m., 7 days a week. From February 15th to September 30th, we are open Monday – Friday from 8 a.m. to 8 p.m. TTY users should call 711. Our fax number is 1-800-956-4288.

Provider/Physicians:

Please contact the CarePlus Pharmacy Coverage Determination Review Team at 1-866-315-7587. The Pharmacy Coverage Determination Review Team hours of operations are Monday - Friday, from 8 a.m. to 8 p.m. TTY users should call 711. Our fax number is 1-800-310-9071.

How to Obtain an Aggregate Number of Grievances, Appeals and Exceptions Filed with the Plan

PDFHow to Obtain an Aggregate Number of Grievances, Appeals and Exceptions - English(link opens in new window) 

PDFHow to Obtain an Aggregate Number of Grievances, Appeals and Exceptions - Spanish(link opens in new window) 

You can also find detailed information in Chapter 9 of the CarePlus Evidence of Coverage (EOC) with regard to grievances, coverage determinations (including exceptions), and the appeals process. Links to the EOC can be found on the 2018 CarePlus Medicare Advantage Plan Information page.

How and Where to Send us your Request for Payment:

You can submit your requests for payment reimbursement, along with proof of payment (bills, receipts) and/or a copy of the medical record documentation, if available with your request. To make sure you are giving us all the information we need to make a decision, you can either download a copy of the below Reimbursement Request Form or call Member Services at 1-800-794-5907; from 8 a.m. to 8 p.m., 7 days a week. From February 15th to September 30th, we are open Monday – Friday from 8 a.m. to 8 p.m.TTY users should call 711 and request the form. If you don’t want to use the form, you can also send us a cover letter with all the needed documentation listed above. The Reimbursement Request Form or signed reimbursement request must be sent in writing.

PDFReimbursement Request Form - English(link opens in new window) 

PDFReimbursement Request Form - Spanish(link opens in new window) 

Mail your request for payment together with any bills, receipts, and/or medical record documentation to us at the address mentioned below:

CarePlus Health Plans
11430 NW 20th Street, Suite 300
Miami, FL 33172
Attention: Member Services department

Over-The-Counter (OTC) Products

If you are enrolled in a plan that offers OTC allowance, you can take advantage of a monthly allowance amount that you can use to order over-the-counter products. This includes products like cough medicine, pain relievers, and first aid items. These products can be mailed directly to your home through our easy-to-use OTC mail-order service. Please allow 10 to 14 calendar days from the time our network mail-order pharmacy Humana-owned PrescribeIT Rx receives your order to the time of delivery. If you don't receive your order within the estimated timeframe, please call PrescribeIT Rx at 1-800-526-1490. TTY users should call 711. Hours of operation are Monday through Friday from 8 a.m. to 6 p.m. This information is not a complete description of benefits. Contact the plan for more information. Limitations, copayments, and restrictions may apply. Benefits, premiums, and/or member cost-share may change on January 1 of each year.

PDF2018 PrescribeIT Rx OTC English Form(link opens in new window) 

PDF2018 PrescribeIT Rx OTC Spanish Form(link opens in new window) 

National Coverage Determinations (NCD)

From time-to-time CMS makes changes to the services that are covered by Medicare. These changes are updated via National Coverage Determinations. You can access the NCD information by using the link below.

National Coverage Determinations

Quality Improvement (QI) Program

CarePlus’ Quality Improvement Program includes clinical care, preventive care and member services. For information about our Quality Improvement Program and progress toward our goals, please review the document below:

PDFCarePlus Quality Improvement Program Description Overview (English) (link opens in new window) 

PDF CarePlus Quality Improvement Program Description Overview (Spanish) (link opens in new window) 

Members may also obtain a written Quality Improvement (QI) Program description by calling the Quality Operations, Compliance and Accreditation department at (305) 626-5195 between 8:30 a.m. to 5:00 p.m., Monday - Friday; TTY users should call 711. We welcome members’ input regarding our QI program. Feedback can be provided by writing to the following address: CarePlus Health Plans, Quality Operations, Compliance & Accreditation department, 3501 SW 160th Ave, Bldg. B, 1st Floor Miramar, FL 33027

Care Management Member Satisfaction Surveys

The CarePlus Care Management Department conducts annual member satisfaction surveys to ensure that we are delivering the perfect care management experience to CarePlus members. We use the results to enhance programs that help these patients manage their care and improve their health. If you would like to receive a copy of these survey results, please contact the CarePlus Care Management Department at 1-866-657-5625 or CPHP_HSD_Care_Management_Referrals@humana.com. Our phone line is open Monday through Friday from 8 a.m. to 4 p.m.

SNP MOC Quality Improvement Evaluation (QIE)

CarePlus Health Plans conducts an annual evaluation of its Model of Care (MOC). If you would like details related to this evaluation please call our Member Services number at 1-800-794-5907; from 8 a.m. to 8 p.m., 7 days a week. From February 15th to September 30th, we are open Monday – Friday from 8 a.m. to 8 p.m. TTY users should call 711.

CarePlus is an HMO plan with a Medicare contract. Enrollment in CarePlus depends on contract renewal.

CareNeeds (HMO SNP) and CareNeeds PLUS (HMO SNP), have been approved by the National Committee for Quality Assurance (NCQA) to operate as a Special Needs Plan (SNP) until December 31, 2018 based on a review of CareNeeds' and CareNeeds PLUS' Model of Care.