Frequently Asked Questions


IA Health Link is working daily to offer the latest information so that members get the care they need, and providers get paid for the important services they deliver. The Frequently Asked Questions are updated regularly to reflect the latest questions that we are receiving from members and providers. Check this web page regularly for the most up-to-date information on the IA Health Link managed care program.

What is the IA Health Link program? 

  • What is IA Health Link?
  • When did IA Health Link begin?
  • Will I still receive Iowa Medicaid coverage before I transition to an MCO?
  • Who is included in the IA Health Link program?
  • Who is exlcuded from the IA Health Link program?
  • Why did Iowa make this change?

IA Health Link Enrollment Packet

  • I HAVE received my enrollment packet, what do I need to do now? Or how long do I have to change my MCO?
  • How was my plan selected?
  • What is my "Choice Period End Date"?
  • I HAVE NOT received or have misplaced my MCO enrollment packet, who can I contact?

Managed Care Organization (MCO)

  • What is a Managed Care Organization (MCO)?
  • Will I get a new ID card?
  • How do I know which MCO is best for me? 
  • How do I turn in my MCO choice? 
  • What happens if I don’t choose an MCO?
  • What are the dates for making an MCO change?
  • What is my "Choice Period End Date"?
  • When will my choice take effect?
  • What is the Confirmation of Coverage Letter?
  • I selected a different MCO than what the letter states?
  • Will I get a new ID card?
  • When will my ID card arrive?
  • Who am I getting my ID card from?
  • What do I do if my ID card is not from the MCO that I selected?
  • I got a card in the mail from (MCO X), but I didn't think I was part of managed care anymore?
  • I'm not a member getting coverage through managed care but I got a card, is this a HIPAA breach?

MCO Annual Enrollment (Current IA Health Link Members)

  • Do I have to change my MCO?
  • Do I need to let Iowa Medicaid know if I am staying with my current MCO?
  • How do I know which MCO is right for me?
  • How long do I have to change my MCO?
  • What if I don't make a change in my MCO now but I want to later?
  • How do I change my MCO?
  • When will my choice take effect?
  • Why doesn't my choice take effect immediately?
  • Will I still receive Medicaid benefits before I start coverage with my new MCO?
  • Will my benefits change?
  • Will I get a new ID card?
  • I have an upcoming appointment, which ID card do I use?

Benefits and Services

  • Will my benefits change?
  • How do I know if a service is covered with IA Health Link or not?
  • What will happen with pharmacy services?
  • What about my dental coverage?
  • Do I have a copay?
  • What if I have an emergency and the hospital is not in my MCO’s network?
  • What about Urgent Care?
  • I have an upcoming appointment and need to schedule Non-Emergency Medical Transportation (NEMT), who do I contact?
  • Which NEMT company does my MCO use?
  • What about my dental coverage?
  • Even though my MCO is not covering my dental services, will transportation to my dental appointments still be provided by my MCO?
  • How do I arrange a ride for a dental appointment, or other Non-Emergency Medical Transportation (NEMT)?
  • I recently gave birth, will my newborn receive MCO coverage? If so, how do I enroll my newborn?
  • Are smoking cessation services still available with my MCO?
  • What is the Long Term Services and Supports (LTSS) Ombudsman program?
  • Who is the LTSS Ombudsman program for?
  • I am not in one of populations listed, can I receive help from the LTSS Ombudsman program?
  • Why would I contact the LTSS Ombudsman?
  • How do I contact the LTSS Ombudsman?

Prior Authorizations

  • How will Prior Authorizations be handled during the transition?
  • What is the turnaround time for authorizations?   
  • What is the direct number for prior authorizations?
  • What will happen with pharmacy services?

Providers 

  • My current provider is not in my MCO's network, can I continue to see my provider?
  • What if I choose an MCO and my provider chooses a different MCO? Will my visit still be covered or will I have to pay out-of-pocket?
  • A lot of patients are sent to Mayo Clinic in Rochester for services that are not offered in our state. Will the MCOs be contracted with these facilities?
  • What is the process for providers who refer members to Mayo Clinic in Rochester and out-of-state providers?
  • If a member goes to Urgent Care or an emergency room, for something that is not determined to be ‘Urgent Care,’ will the member be charged?
  • If a member of IA Health Link sees a provider who is a registered FFS provider with IME, but not signed with any MCO and not willing to work with the MCOs, will the state pay?
  • Can patients be billed from providers who are not participating with the MCOs or Medicaid? 

Case Management

  • Can I keep my Case Manager?
  • What other options do I have for case management?

Medicaid Programs

  • I am part of the Iowa Health and Wellness Plan, will I still need to finish my healthy behaviors?
  • How is Healthy Behaviors data transferred between the IME and the MCO?
  • Is it the MCO's responsibility to remind the patients to complete their Healthy Behaviors?
  • Will the MCOs send lists to providers of completion status' of Healthy Behaviors for their Iowa Health and Wellness Plan members?
  • Are members who identify as American Indian or Alaska Native (AI/AN) required to enroll with an MCO?
  • Members in Long Term Care programs, and in nursing facilities, are required to have their Level of Care evaluated. Who will determine a member's Level of Care?

Resources

  • How do I contact the MCOs?
  • Where can I find important documents?
  • Where can I find new announcements and updates to the IA Health Link program?
 

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Iowa Medicaid Member Services (Monday to Friday from 8 a.m. to 5 p.m.)
1-800-338-8366 (Toll Free) 
515-256-4606 (Des Moines Area)
515-725-1351 (Fax)
 
For telephone accessibility assistance if you are deaf, hard-of-hearing, deaf-blind, or have difficulty speaking, call Relay Iowa TTY at 1-800-735-2942.
 
Llame al 1-800-735-2942, a Relay Iowa TTY (teléfono de texto para personas con problemas de audición, del habla y ceguera) si necesita asistencia telefónicamente.