Medical FAQ

Your plan (Open POS II) is a Preferred Provider plan, which means you can go to any doctor or specialist, in or out of the network, without a referral from your primary doctor. You will have access to a broad national provider network, be eligible for discount programs, have access to helpful online tools, and a dedicated member services number to call with any questions on your health plan.

You can learn more about your health plan on the Medical Plan Info page.

If you have specific questions about your benefits or how the plan works, call Member Services toll free at 1-888-236-6249.

The network has over 1.2 million health care professionals and more than 5,700 hospitals nationwide*.

To search for doctors, hospitals, and other health care providers in your area, visit the provider search tool, our online provider directory.

The provider search tool is more than just a list of doctors’ names and addresses. It also includes information about:

• Where the physician attended medical school
• Board certification status
• Language spoken
• Gender
• Driving directions to their office

You can also call Member Services toll-free at 1-888-236-6249 and speak to a representative who can answer your questions about participating providers.

*Information as of September 1, 2021.

No, the plan does not require that you select a PCP. However, it is important to build a connection with your primary care physician (PCP), as he or she is your health care home base. Your PCP provides routine preventive care and treats illnesses and injuries.

Over time, your PCP gets to know you and your health care needs, conditions and challenges. And your PCP can coordinate services, make recommendations, and share information with other health care providers. It’s a relationship that benefits you in sickness and in good health.

No, the plan does not require a referral for visits to a specialist. Your plan is a Preferred Provider plan, which means you can go to any doctor without ever needing a referral.

Precertification or preauthorization is required for certain diagnostic and imaging services. Aetna/Innovation Health contracts with eviCore to provide this service. The following are some of the tests, procedures, and services that require review by eviCore: high-tech radiology, diagnostic cardiology, sleep studies management, cardiac rhythm implant devices, and radiation oncology therapy.

Yes. Through Teladoc, members have 24/7 access to a national network of U.S. board-certified doctors, therapists, and dermatologists through phone or online video consultation. Members are able to reach a doctor from anywhere - home, work, or even while traveling! A Teladoc doctor is readily available for General Medicine (such as respiratory infections, ear infections, allergies, colds and flus), Dermatology (such as psoriasis, eczema, and acne) and Behavioral Health* (support for stress, anxiety, depression and more).   

Teladoc is available 24/7** at 1-855-TELADOC (835-2362), (TTY: 1-855-636-1578). For each consultation, you will pay a flat copay.

In addition, your health plan provides you access to behavioral health televideo counseling services. Meet with a counselor anywhere at your convenience. It’s simple. Just use your webcam with any computer or smart device that’s connected to the internet.

A behavioral health televideo session will cost the same as a face-to-face office visit.

Learn more about this counseling service.

*Appointments available by video only to members and eligible dependents 18 and older.

**Teladoc is subject to state regulations and may not be available in all states.

Innovation Health is a unique partnership between two industry leaders: Aetna and Inova. Aetna is one of the nation’s leading health insurance companies serving approximately 22.1 million medical members*. Inova is a nationally recognized not-for-profit health care system serving more than two million people. Together, they have created Innovation Health, a national health care plan that includes about 1.2 million heath care professionals and more than 5,700 hospitals*.

*Information as of September 1, 2021.

Yes. The member website is your connection to all your active plan information and links to resources and tools. Once you receive your ID card, visit your member website to register. After you are enrolled and registered for your member website, you can log in anytime — day or night — to:

• Look up plan information
• View information on your covered dependents
• Find network doctors, dentists, hospitals, vision providers and labs faster and easier with the provider search tool
• Take a health assessment and get started on the road to wellness
• Check on symptoms and get possible causes
• Access cost of care and hospital comparison tools
• Download forms
• Order a replacement ID card
• Send an e-mail to Member Services with your questions
• Review your explanation of benefits (EOB) for a recent claim

Learn more about using your member website.

The Health Assessment (HA) is an optional questionnaire related to different aspects of general health and well-being that is easy to complete in about 15-20 minutes. It provides a snapshot of your current health status and includes a wellness score so you can become familiar with potential health risks and receive strategies to help reduce them. Your individualized health report may also include information on how to obtain health coaching and/or receive other health or wellness programs that are offered through AIH.

The HA is strictly confidential and only AIH receives your information. Your health-related information is not shared with FCPS in compliance with state and federal privacy laws.

FCPS employees enrolled as the primary cardholder who participate in the Aetna/Innovation (AIH) health insurance plan, will have an opportunity to earn a $100 wellness incentive by completing their online health assessment (HA). You must complete the HA between January 1 and November 18.

For more details on how to obtain your wellness incentive and directions on how to complete your HA go to the FAQs.

If you’re ready to take your HA, log in to your member website. Once you’ve logged in, select the “Complete your Assessment” link below the "Stay Healthy" icon and follow the prompts on the "Stay Healthy" page.

Your privacy is important to us. Our policies protect your personal information from unlawful use. By personal information, we mean information that can identify you as a person, as well as your financial and health information.

Copy of our privacy policy or call 1-888-236-6249.

Yes, the Aetna In Touch Care^℠ program offers you personalized one-on-one nurse support when you need it most.

Our clinical nurse team will reach out to assist you and your family. We can help with everything from health questions to medical referrals. And our predictive technology will detect issues early. That way we not only support you today but help you prepare for tomorrow. 

You'll get:

• One-on-one phone calls with a trusted family nurse
• Digital personal health record, health decision support, and wellness videos
• Customized health action plans based on your needs and preferences

Call 1-877-243-2752 or log in to your member website to get started.

Innovation Health Multi-Disciplinary Care Team

If you are at high risk for potential health issues, the Multi-Disciplinary Care Team can help you manage chronic conditions and get you the support needed to lower your risks for certain diseases. Meeting with you in person, the team is able to identify your needs, and in collaboration with your primary care physician, create an individualized care plan.

Have questions? Just call 1-888-236-6249.

Your plan network is a broad, national network that includes about 1.2 million health care professionals and more than 5,700 hospitals*.

*Information as of September 1, 2021.

There are three main advantages to using network doctors: quality, convenience, and savings.

Quality – Doctors who are admitted to the network have met our tough standards for quality.

Convenience – Your network doctor will file claims for you. Your network doctor will also get any plan permissions (called precertification requirements) for you.

Savings – We have negotiated contracts with our network providers to determine how much they will charge you for covered services. That amount is less than what they would charge you if they were not in our network. Network doctors also agree to not bill you for any amount over their contract rate. All you have to pay is your coinsurance or copayments, along with any deductible.

Remember, you have out-of-network coverage, though you generally pay more for health care. If your doctor does not participate in the network, you may encourage your doctor to join our network. Here’s how you or your doctor can start the process:

• To nominate your doctor to join our network, just call Member Services at 1-888-236-6249.
• If your doctor is interested in joining the network, have them call 1-800-353-1232.

All of your health benefits and health insurance plan information and cost-savings tools are in one place — your Aetna member website and Aetna Health^SM app. Once you register, you'll be able to find quality care, see a cost estimate of what you'll pay before you go to the doctor or hospital, learn about your plan's coverage details, get an ID card, access wellness programs and much more. With the Aetna Health app, you can access easy-to-navigate information, connect to care, manage claims and more—so you can make the most of your benefits and take control of your health.

Learn more about the Aetna Health app by watching the following video:

While our network is large, it’s possible that you may want to seek care from a provider who doesn’t participate in the network. Please note that you pay more for care received outside of the network. Also, if the doctor is not in the network, you may have to file your own claims and get any necessary permission (called precertification requirements) for certain services.

• File a claim – You can download and print claim forms and later track your claims from your member website. No Internet Access? Member Services can help with that. Just call 1-888-236-6249 for assistance.
• Request precertification – To begin the process, call the “precertification” phone number shown on your ID card.

Transition of Care lets new plan entrants continue a course of treatment with an out-of-network doctor for up to 90 days at in-network level of benefits. This gives you time to finish your treatment or transition to an in-network doctor.

In order to qualify for Transition of Care, you must be new to the plan and in an active course of treatment for one of the following situations:

• The second or third trimester of pregnancy, including postpartum care
• Treatment for certain acute and/or chronic conditions such as chemotherapy or kidney dialysis
• Active engagement in an acute inpatient or outpatient rehabilitation program for a condition with a new-onset no more than 21 days before the plan’s effective date
• Hospital confinement on the plan’s effective date
• Terminal illness, expected to live six months or less

Examples of conditions that do not qualify for Transition of Care include routine exams, stable chronic conditions such as diabetes or asthma, minor illness such as colds or sore throats, and elective scheduled surgeries.

Contact member services at 1-888-236-6249 for a copy of the Transition of Care form.

The amount you pay for covered health services before the plan begins to pay.

There are two types of deductible:

• Individual: The individual deductible applies separately to each covered person in the family. When a person’s deductible expenses reach the individual deductible amount, the person’s deductible is met for that calendar year. The Plan then starts to pay benefits for that person at the appropriate coinsurance percentage.
• Family: The family deductible applies to the family as a group. When the combined deductible expenses of all covered family members reach the family deductible, the family deductible is met for that calendar year. The Plan then begins to pay benefits for all covered family members at the appropriate coinsurance percentage.

Example: For a family of five, each member has an in-network individual deductible of $250, while the family as a whole must meet the family deductible of $500. If each member of the family meets a deductible level of $100, then they have met their family deductible of $500. The plan will then start to pay according to the schedule of benefits for the remainder of the calendar year, depending on the in-network service.

Please refer to the 2022 Summary of Benefits for more details.

Your share of the costs of a covered health care service, calculated as a percent of the allowed amount. The plan pays the rest of the allowed amount. Coinsurance is in addition to deductibles.

A fixed amount you pay for covered health care services. The amount can vary by the type of covered health care service (i.e. Primary Care vs. Specialist). Deductibles apply to most services before you pay the copayment.

Doctors who participate in our network will precertify services for you. If you go outside the network, you will have to do this yourself. If you go outside the network and you don’t precertify services, you will have to pay for all or a larger share of the cost for the service. Even with precertification, you will usually pay more when you use out-of-network doctors. To begin the process when using an out-of-network doctor, call Member Services toll-free at 1-877-973-3238. This number can also be found on your ID card. You must get the precertification before you receive the care.

You pay a flat amount, called a “copay,” after an in-network deductible, for in-network office visits. For more details, please refer to the Medical Summary of Benefits and Coverage on the Medical Plan Documents page.

Preventive care for checkups, screenings, vaccines, prenatal care and more¹ will be covered at 100% when provided in-network.

¹A full list of preventive services is available at https://www.healthcare.gov/what-are-my-preventive-care-benefits/.

In compliance with the Affordable Care Act, FCPS medical plans cover most preventive care services at 100% when using an in-network provider. Preventive care services include routine physicals, immunizations, and screenings.

The following preventive care services are covered for adults without cost-sharing when using an in-network provider:

• Abdominal Aortic Aneurysm one-time screening for men of specified ages who have ever smoked
• Alcohol Misuse screening and counseling
• Aspirin use to prevent cardiovascular disease for men and women of certain ages
• Blood Pressure screening for all adults
• Cholesterol screening for adults of certain ages or at higher risk
• Colorectal Cancer screening for adults over 50
• Depression screening for adults
• Diabetes (Type 2) screening for adults with high blood pressure
• Diet counseling for adults at higher risk for chronic disease
• HIV screening for everyone ages 15 to 65, and other ages at increased risk
• Immunization vaccines for adults--doses, recommended ages and recommended populations vary. Full list of services.
• Obesity screening and counseling for all adults
• Sexually Transmitted Infection (STI) prevention counseling for adults at higher risk
• Syphilis screening for all adults at higher risk
• Tobacco Use screening for all adults and cessation interventions for tobacco users

In addition, women’s preventive health care services – such as mammograms, screenings for cervical cancer, and other services – are covered with no cost-sharing when using an in-network provider. Click here for a list of women's preventive care services. The changes to your medical plan also include coverage for preventive services specific to children, including behavioral assessments, blood pressure, and dyslipidemia screening when using an in-network provider. Click here for a list of preventive services that are covered for children.

Please visit the U.S. Department of Health and Human Services website and see a full list of preventives services that are covered for adults, women, and children.

Additionally, certain medications, including women’s contraceptives, will be covered at 100%. Several preventive over-the-counter (OTC) products will also be provided at no copay as long as you have a prescription and the recommended criteria are met. Generally, these items are drugs and vitamins recommended for a specific age, gender, and risk categories. Visit the CVS Caremark site for details.

When you choose to see an out-of-network doctor, hospital or other health care provider, we pay for your care using a “prevailing” or “reasonable and customary” charge obtained from an industry database or a rate based on what Medicare would pay for that service. When you go out-of-network, your doctor may bill you for the difference between his or her actual charge and the amount the plan pays based on what it considers “reasonable.” Doctors in the network have agreed to accept our contracted amount as payment in full and will not bill you for the difference.

The most you pay for covered services during the plan year. The limit includes deductible, coinsurance and copayments. The limit does not include premiums, balance billing amounts or non-network providers and non covered services.

The out-of-pocket maximum does not include:

• Plan premiums
• Amounts you pay for non-covered products or services
• Amounts billed from out-of-network doctors that are above the “reasonable and customary” amount paid by the plan

No. The plan does not place a limit on how much it will pay in expenses during your covered lifetime.

Each time a claim is submitted to the plan for your health care, an Explanation of Benefits (EOB) statement is generated. The EOB includes details about the provider and the amount billed, the amount paid by the plan, and the amount you owe. The statement is not a bill. You will receive any bills for amounts you owe directly from your doctor or health care provider.

If you enrolled in or changed plans during open enrollment, you can expect to receive new member ID cards in late December for coverage effective January 1, 2022. For all other events, you will receive new member ID cards within two weeks of your enrollment. If you do not receive your new ID card, please call Member Services at 1-888-236-6249.

You can also log in to your member website and access a digital ID card or print a paper copy.

You will receive a family ID card. All covered members of your family may use the same card. If your spouse is covered by the plan, you will receive two ID cards. If you need additional ID cards, please contact Member Services at 1-888-236-6249.

You have two ways to do this:

• Online – Log in to your member website. Click on the ID Card link on the top portion of the home page.
• By phone – Call the toll-free Member Services number at 1-888-236-6249, 24 hours a day, 7 days a week. The automated telephone assistant recognizes natural speech, or you can make your selections from your touch-tone keypad. Say, “Order an ID card” and the system will guide you from there. You can also speak live with a Member Services representative during regular business hours.

Yes. CVS Caremark manages the prescription drug plan.

Yes. Precertification or preauthorization is required for certain diagnostic and imaging services. Aetna/Innovation Health contracts with eviCore to provide this service.

The following are some of the tests, procedures, and services that require review by eviCore: diagnostic cardiology, sleep studies management, cardiac rhythm implant devices, and radiation oncology therapy*.

*Applies to only those tests, procedures, and services performed by an in-network provider.

Aetna/Innovation Health contracts with eviCore, an industry leader in medical benefits management. The eviCore clinical team is comprised of more than 1,000 doctors and nurses who use evidence-based guidelines to render precertification services.

1) Your doctor orders a test, procedure or service to diagnose or treat your condition.

2) If that test, procedure, or service* requires precertification, the doctor’s office submits the request to eviCore for clinical review.

3) eviCore performs the review using national medical standards, applying clinical expertise.

4) Your physician and you receive the approval or denial. In most cases, if your doctor submits all necessary clinical information, the request can be approved in a few minutes or less. If you haven’t heard from your physician within 48 hours, you can call member services at 1-888-236-6249 or your physician directly for a status. You will also receive an official letter in 7 to 10 business days via USPS mail.

*Applies to only those tests, procedures and services performed by an in-network provider.

In some cases, a discussion between doctors is necessary to collect further information. If this is the case in your situation, you will receive a denial so that you can immediately take advantage of your appeal rights. Typically your physician will inform you of the status; however you can always contact member services to receive this information. Once a final determination of the appeal has been made, you will receive an official letter in 7 to 10 business days via USPS mail.

In some cases, an alternate recommendation is indicated to your doctor during the review process. If there is a denial, your physician can discuss the case with an eviCore medical director to determine the best course of action. Often, additional medical information is all that is needed. In either case, you have immediate appeal rights.

Contact your physician to determine next steps. Alternatively, you may appeal the decision per the appeals rights provided in the letter from eviCore.