Services

ID cards

Carry your member ID card with you when you go to the doctor or pick up your prescription at the pharmacy. 

Contact Member Services immediately at 612-596-1036 if:

• You do not receive your new card(s) 
• Any of the information on the card(s) is wrong
• You lose your card(s)

If your personal information changes (phone number, address, etc.), please also contact your county case worker. 

Full details on how to properly use your member ID card can be found in your member handbook.

Language interpreters/translation

Interpreter services and translations are available to members with limited English. Contact Member Services at 612-596-1036.

Service authorizations

• Out of network services must be pre-authorized except for behavioral and mental health-care, emergency or urgently needed services. Hennepin Health has a robust network of providers near you. You can find a network provider using the link at the bottom of the page.
• Some services or referrals must have our prior authorization or notification. Your provider is responsible for getting the authorization. Your member handbook has more information (page 6 in the PMAP and MNCare handbooks; page 7 in the SNBC handbook).
• Utilization management decisions are based only on appropriateness of care and do not include incentives or reward practitioners to encourage underutilization or denials of coverage.

Appeals and complaints (grievances)

Our plan products are designed to help you take care of your health. There may be a time when you don’t agree with our decision to deny, reduce or terminate a service. Or you may be dissatisfied with the quality of care or services provided. You can make an appeal or file a complaint.

If you choose to make an appeal or file a complaint, it will NOT affect your eligibility for medical benefits. Learn more and what to do. 

Walk-in service center

A walk-in center is available in downtown Minneapolis for members to visit. You can ask questions in person, pick up bus passes and use on-site computers for your health needs.

Due to the COVID-19 pandemic, the walk-in service center is closed until further notice.

24/7 nurse line

As our member, you can get professional medical advice through the HealthConnection 24/7 nurse line. Call 888-859-0202

You can get help to:

• Make informed health care decisions.
• Determine if you should treat health-related problems at home or should seek medical care.
• Find out more about your symptoms or conditions like a fever, sore throat or minor injuries.

If you have a life-threatening situation, call 911 or go to an emergency room.

Online health resource

As our member, you have access to the Healthwise® Knowledgebase online health resource. You can:

• Check your symptoms
• Research tests, medicine and treatments
• Use the interactive personal calculators
• Watch videos or read about health-related topics.

Learn about your health at your convenience, in English or Spanish. Information is based on the best, most up-to-date medical research. Healthwise Knowledgebase can also help you prepare health-related questions for your doctor or clinic. 

www.healthwise.net/hennepin

DHS approved 9/24/2020 ID #HC-1110-MC