Frequently Asked Questions


The Frequently Asked Questions are updated regularly to reflect the latest questions from members and providers. Check this webpage 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?
  • 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?

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?

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

  • How do I know if a service is covered with IA Health Link or not?
  • Are my pharmacy services covered under managed care?
  • Are my dental services covered under managed care?
  • 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?
  • 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 are prior authorizations handled?
  • What is the turnaround time for authorizations?   
  • What is the direct number for prior authorizations?

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? 

Medicaid Programs

  • I am part of the Iowa Health and Wellness Plan, will I still need to finish my healthy behaviors?
  • 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.