FAQs

You may appoint a relative, friend, attorney, or anyone else whom you trust to act on your behalf. A representative who is appointed by the court or who is active in accordance with state law may also file an appeal or a grievance for you. To appoint a representative, you must complete an Appointment of Representative form.

To protect your privacy, we need your permission before we allow anyone else access to your health information. There are three ways that you can authorize a family member or friend to serve as your representative with access to information about your care and services.

1. Check your online account anytime at vnshealthplans.org/account or call us toll free at: 1-866-783-1444 (TTY: 711) with your authorized representative, and give verbal authorization. Your authorization will be valid for 14 days from the date of the call. 
2. If you want someone to see all your information, you can download this Authorization for Release of Health Information Pursuant to HIPAA form (English, Spanish, or Chinese). Fill out the form, and send it to us for processing. Or call us, and we will mail you a form to fill out and return.
3. If you want to allow someone to see just some of your information, write a letter saying that you give your permission to that person to speak on your behalf. Tell us their name, their relationship to you, and the sort of information you are allowing them to see. Send the letter to us for processing at this address:

   VNS Health 
   Health Plans – Care Team
   220 East 42nd Street
   New York, NY 10017

If your home address or other contact information changes, please call us. You will also need to notify your local department of social services of your new contact information. To find the number for your local office, visit the New York State Department of Social Services website.

If your new address is within the EasyCare service area, your coverage will not be affected. Our service area covers the following counties:

• Albany
• The Bronx
• Kings (Brooklyn)
• Nassau
• New York (Manhattan)
• Queens
• Rensselaer
• Richmond (Staten Island)
• Schenectady
• Suffolk
• Westchester

If you move outside of this service area, you may no longer be eligible for our plan, in which case you would be disenrolled.

That’s great! Please tell them to call us at 1-866-414-6715. TTY users, call: 711. 

Use our online Find a Doctor tool. If you need help identifying a provider who meets your needs, you can contact your EasyCare Care Team 1-866-783-1444 (TTY: 711), 7 days a week, 8 am – 8 pm. 

You should show your EasyCare member ID card to your provider. You do not need to show your red, white, and blue Medicare card. If you have Medicaid, show your Medicaid card so that you aren’t billed. Be sure to take both your member ID card and your Medicaid card with you whenever you see a provider.

Check your online account anytime at vnshealthplans.org/account or call us toll free at: 1-866-783-1444 (TTY: 711). If you have already chosen a new doctor, give our representative the doctor’s name. Once they confirm that the doctor is in our network, we’ll send you a new member ID card.

If you have not chosen a new doctor, you can find one using our online Find a Doctor tool.

If you have any questions or concerns about getting authorizations for medical services, check your online account anytime at vnshealthplans.org/account or call us toll free at: 1-866-783-1444 (TTY: 711)

Contact us. Please have the bill with you when you call, because we will ask for specific information found on the bill. We will work with you and your doctor to clarify the bill and determine whether you may be responsible for any charges.

From time to time, you may receive in the mail something from us called an Explanation of Benefits (EOB). This is a report for your records about the medical services and prescription medications your plan has paid for you. The EOB will also note whether you paid out of your own pocket or whether you owe anything for any services or medications.

The EOB is not a bill. It is purely for your information to help you understand how your medical costs are being covered during the year.

If you notice any inaccuracies, or if you have other questions about your EOB, please talk to your Care Team.

Hospice and palliative care focus on improving quality of life for people with serious and terminal illnesses and are provided by health professionals who are expert in these types of care. Learn about how hospice and palliative care can help you and your family get the support and comfort you need.

If you have limited income and resources that don’t automatically qualify you for Low Income Subsidy (LIS) (also known as Extra Help), you will need to apply for this subsidy and have your eligibility determined by either the Social Security Administration or the New York State Department of Health.

For questions about Extra Help with your prescription drug costs, or if you need assistance completing the application:

• Call the Social Security Administration at 1-800-772-1213 (TTY: 1-800-325-0778), 7 days a week, 8 am–8 pm.
• You can also fill out the application on the Social Security Administration website.

To get another copy of the application by mail, call 1-800-MEDICARE (1-800-633-4227), 7 days a week, 24 hours a day. TTY users should call 1-877-486-2048.

In addition, if you need help with filling out the application, please contact us at 1-866-783-1444 (TTY: 711).

If you have limited income and resources, find out if you’re eligible for one of these programs:

• Extra Help (or LIS): A Medicare program that helps pay your Medicare drug costs. Visit ssa.gov/medicare/part-d-extra-help to find out if you qualify and apply. You can also apply with your State Medical Assistance (Medicaid) office. Visit Medicare.gov/ExtraHelp to learn more.

• Medicare Savings Programs: State-run programs that might help pay some or all of your Medicare premiums, deductibles, copayments, and coinsurance. Visit Medicare.gov/medicare-savings-programs to learn more.

• State Pharmaceutical Assistance Programs (SPAPs): Programs that might include coverage for your Medicare drug plan premiums and/or cost sharing. SPAP contributions may count toward your Medicare drug coverage out-of-pocket limit. Visit go.medicare.gov/spap to learn more.
• Manufacturer Pharmaceutical Assistance Programs (sometimes called Patient Assistance Programs (PAPs)): Programs from drug manufacturers to help lower drugs costs for people with Medicare. Visit go.medicare.gov/pap to learn more.

Many people qualify for savings and don’t realize it. Visit Medicare.gov/basics/costs/help, or contact your local Social Security office to learn more. Find your local Social Security office at ssa.gov/locator/.