Special Needs BasicCare (SNBC) member transition frequently asked questions

What actions I need to take right now?

If you are a HealthPartners SNBC enrollee who received notice that you were being moved to Hennepin Health on April 1, 2025, you do not need to take any action to join the Hennepin Health SNBC plan. However, you may want to contact your health care providers to make sure they accept Hennepin Health insurance. Always bring your Hennepin Health member ID card to your health care appointments.

What are my Hennepin Health SNBC plan benefits?

The Hennepin Health SNBC plan covers:

Medical care — doctor visits, hospital services and stays, and emergency care
Dental care — check-ups, cleanings, fillings, and restorative dental care
Preventive care — screenings, vaccinations, and flu shots
Mental and behavioral health care and treatment for substance use disorders — open network, so you can visit any behavioral or mental health provider
Prescription drugs
Nursing home care
Rehabilitation services such as occupational therapy and physical therapy
Hospital discharge planning
Housing stabilization services
Care management services
Eye care
Gender-affirming services

You also get:

Rides to and from health care-related services including:
- Medical, dental, mental and behavioral health, and chemical dependency treatment appointments
- Occupational therapy, physical therapy, speech therapy, acupuncture, and chiropractic appointments
- Care coordinator services
- Picking up your prescriptions at a pharmacy
- Visiting YMCA or Touchstone Mental Health fitness center
- Women, Infants, and Children (WIC) appointments
One-on-one support from a care coordinator (nurse, social worker, or community health specialist)
Free membership at YMCA and Touchstone Mental Health fitness center
Free 24/7 nurse line at 888-859-0202 and Healthwise® Knowledgebase online health resource
Rewards (gift cards) for annual dental visits, staying up to date on checkups (ages 18-21), and cancer screenings (including breast, cervical, and colorectal cancer screenings)

See details in SNBC member handbook.

How do I get help using my Hennepin Health SNBC benefits?

Within the first 45 days of your Hennepin Health SNBC coverage effective date, you will be assigned a care coordinator who will contact you. You will also receive a letter with the name and phone number of the care coordinator.

You also can call Member Services at 612-596-1036, TTY 711 or visit our Member Service Center at 525 Portland Ave. S., 8th floor, in downtown Minneapolis. The Service Center hours are Monday-Friday, 8 a.m.-4:30 p.m.

When will I receive my Hennepin Health member ID card?

By April 10, 2025, Hennepin Health will mail you a new member packet that includes your member ID card. Always bring your Hennepin Health member ID card to your health care appointments. Always bring your Hennepin Health member ID card to your health care appointments.

I didn’t receive a Hennepin Health member ID card (or I lost my card). How do I get a new one?

Call Hennepin Health Member Services at 612-596-1036 (TTY 711), Monday-Friday from 8 a.m. – 4:30 p.m. You also can visit the Hennepin Health Member Service Center at 525 Portland Ave. S., 8th floor, in downtown Minneapolis and our staff will print a member ID card for you. The Service Center hours are Monday-Friday, 8 a.m.-4:30 p.m.

What providers are in the Hennepin Health network?

Hennepin Health members can get care from a wide range of providers, clinics, and hospitals. Our network includes:

Allina Health
Children’s Minnesota
Community health clinics, such as Northpoint Health and Wellness Center, Southside Community Center, and Indian Health Services
Hennepin Healthcare
M Health Fairview
North Memorial Health
Many more providers in the Twin Cities metro area

For specialty care and behavioral health care, the Hennepin Health SNBC plan offers open access, meaning you can see any provider that accepts Hennepin Health insurance. We strongly recommend that you ask your provider if they accept Hennepin Health insurance.

Can I still see my HealthPartners provider or Park Nicollet provider (at their clinics and hospitals)?

If you were seeing a HealthPartners or Park Nicollet provider prior to joining Hennepin Health, you can continue to see your HealthPartners or Park Nicollet provider at this time. However, this could change in the future. Always bring your Hennepin Health member ID card to your health care appointments.

Can I see a provider who is outside the Hennepin Health network?

Call Hennepin Health Member Services at 612-596-1036 (TTY 711), Monday-Friday from 8 a.m. – 4:30 p.m. and we can check to see if your doctor is in-network with Hennepin Health. You also can search for in-network providers on our website at hennepinhealth.org/online-provider-directory.

If you are seeing a HealthPartners or Park Nicollet provider, you do not need to ask your provider to complete a Continuity of Care form at this time.

If you are seeing a provider who is out of network, you can ask them to complete a Continuity of Care (COC) form to continue services if they provided these services prior to you having Hennepin Health SNBC coverage. Services are reviewed for continuity of care guidelines and could be authorized up to 120 days from your eligibility date depending upon your clinical circumstances. The form is available on the Hennepin Health website at http://hennepinhealth.org/continuity-of-care. If your provider has questions about the Continuity of Care form, they can call Hennepin Health Provider Services at 612-596-1036.

I have an upcoming appointment, surgery, etc. that HealthPartners approved. Does it need to be reapproved? Can I still get it this care from my provider?

You can still get this care that was previously approved by HealthPartners. Once we receive this information from HealthPartners, we enter it into our care management system, so your care can continue without interruption. Please ask your provider to call Hennepin Health Member Services at 612-596-1036 if there are any additional questions.

How do I find an in-network dentist?

If you are seeing a HealthPartners dental provider, you can continue seeing that provider.

If you need help finding a new dental provider, you can talk with a dental care coordinator who will help you:

Find the right provider for you
Schedule an appointment
Get transportation or interpretation services if you need them

To connect with a dental care coordinator, call Delta Dental at 651-348-3233 (866-298-5549), TTY 711, Monday-Friday, 8 a.m. – 5 p.m.

With Hennepin Health, can I keep my pharmacy?

To check if your pharmacy is in-network or find pharmacies in the Hennepin Health network that are close to you, search the Hennepin Health provider directory at hennepinhealth.org/online-provider-directory, select “Hennepin Health SNBC,” select “Facility or transportation,” then select "Pharmacy.”

You also can call our pharmacy vendor, Navitus Health Solutions, at 833-210-5966.

I need to get a medication right now. How do I go about it? Does it require prior authorization? Did you get the request? Has it been sent to the pharmacy?

Please let your pharmacy know you have Hennepin Health insurance and present your member ID card when you pick up your prescription. For a new prescription, please present your Hennepin Health member ID card when you pick up your prescription at the pharmacy.

If you have a current prescription that was covered by HealthPartners that required a prior authorization, Hennepin Health will do our best to ensure you do not experience an interruption in filling your prescription. If you experience any problems or have questions, please call our pharmacy vendor, Navitus Health Solutions, at 833-210-5966.

For new prescriptions that require authorization, please ask your provider to submit the prior authorization request to Hennepin Health.

I need transportation for (medical appointment, pharmacy pick up, etc.). Can you set it up or how can I set it up for myself? Can I call any cab company, get bus passes, etc.?

You are eligible for transportation to health care appointments and related needs. Ride options are a Metro Transit bus/light rail pass, taxi, or specialized transportation.

Pick up or reload a bus/light rail pass at the Hennepin Health Member Service Center, 525 Portland Ave. S., Minneapolis, 8th floor.

You also can call Hennepin Health Member Services at 612-596-1036 (TTY 711), Monday-Friday from 8 a.m. – 4:30 p.m. to request a bus/light rail pass be mailed to you. Call us at least three days before you need a ride using a taxi or specialized transportation. (Same-day rides can be made for urgent or emergency appointments that are medically necessary.)

When you call, please have the following information:

Date and time of appointment
The address of where you are going
The building name
Your member ID card number

I need interpreter services. How do I request these?

Hennepin Health can help you find an interpreter service that you can contact directly to schedule an interpreter. And, in the future, when you need interpreter services, just call Hennepin Health Member Services at 612-596-1036 (TTY 711).

Can I keep my same waiver case manager?

You will continue to work with your same waiver case manager.

I didn’t sign up for Hennepin Health. What other options do I have for health insurance? Can I change to a different health insurance plan?

Call Disability Hub MN at 866-333-2466 or visit www.disabilityhubmn.org to learn more about your health care options and for assistance making changes.

How do I update my contact information on file with Hennepin Health?

If you have a new mailing address, email address, or mobile phone number, please call Hennepin Health Member Services at 612-596-1036, TTY 711, Monday-Friday from 8 a.m. – 4:30 p.m. We recommend that you contact your Hennepin County case worker as well, so they can update your contact information in their system.

DHS approved 4/3/2025 ID #MC-1731-MC