Rights and Responsibilities

Member Rights
  • To receive timely, appropriate, and accessible medical care
  • To obtain a second opinion regarding a medical diagnosis
  • To choose the provider of your choice from the providers available with your MCO
  • To change your MCO as allowed by program policy
  • To appeal a decision that you do not agree with
  • To be treated with respect and dignity
  • To be treated without discrimination with regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, political belief or veteran status
  • To participate in decisions regarding your health care, including the right to refuse treatment 
Member Responsibilities
  • To be knowledgeable about your medical coverage
  • To obtain routine and ongoing care from your provider in an office setting
  • To contact your provider before emergency room visits with the exception of situations requiring emergency care. 
  • To carry your MCO card at all times and present it when accessing medical care. 
  • To call the number on the reverse side of your medical cards if you move or have incorrect information printed on your medical cards
  • To be responsible for any medical bills if you do not present your MCO card at the time of your visit
  • To be responsible for any medical bills for services provided by a practitioner who is not enrolled with your MCO
You Have the Right to Appeal

hawk-i members have the right to file an appeal with their MCO, before filing an appeal with the Department of Human Services (DHS). For benefit or service-related issues, please contact your MCO to learn about your appeal rights with them. If a hawk-i member is dissatisfied with the MCO’s decision, the member can access the State Fair Hearing appeal process through DHS.

Learn more about the appeal process here: Appeals

hawk-i Customer Service (Monday to Friday from 8 a.m. to 6 p.m.)
1-800-257-8563 (Toll Free) 

515-457-7701 (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.