MediExcel Health Plan is committed to meeting the needs of our members. Our Member Services staff is available to answer questions and assist you with getting the quality care you need. If you have a concern with MediExcel Health Plan, you have the right to file a complaint. A complaint is also referred to as a grievance. Here are some examples of when you can file a complaint with MediExcel Health Plan:
When filing your complaint or grievance with MediExcel Health Plan Member Services, please keep the following in mind:
Please remember to add one or more of the following to the Subject Case on the form below when filing your complaint or grievance:
California law requires that we include the following statements:
The California Department of Managed Health Care is responsible for regulating health care service plans. If you have a complaint or grievance against your health plan, you should first telephone your health plan; in the U.S., call (855) 633-4392. In Baja California, México, call (664) 633-8555, and use your health plan's grievance process before contacting the department. Utilizing this grievance procedure does not prohibit any potential legal rights or remedies that may be available to you. If you need help with a grievance involving an emergency, a grievance that has not been satisfactorily resolved by your health plan, or a grievance that has remained unresolved for more than 30 days, you may call the department for assistance. You may also be eligible for an Independent Medical Review (IMR). If you are eligible for an IMR, the IMR process will provide an impartial review of medical decisions made by a health plan related to the medical necessity of a proposed service or treatment, coverage decisions for treatments that are experimental or investigational in nature and payment disputes for emergency or urgent medical services. The department also has a toll-free telephone number (1-888-466-2219) and a TDD line (1-877-688-9891) for the hearing and speech impaired. The department's website http://www.dmhc.ca.gov, has complaint forms, IMR application forms and instructions.
Please note that grievances involving rescissions, cancellations and nonrenewal grievances are treated as expedited grievances and the enrollee does not need to submit a grievance first to the health plan. If you believe your health coverage has been, or will be improperly cancelled, rescinded, or not renewed, you may also call the Department of Managed Healthcare for assistance.