Your rights and responsibilities

HAP Empowered members have many rights and responsibilities. These are important to ensure you get quality care. Our staff and providers follow enrollee rights.

You have a right to:

  • Privacy and confidentiality
  • Be treated with respect and dignity
  • Get care that meets your health needs
  • Get information about HAP Empowered services and providers
  • Get information about practitioners, rights, and responsibilities
  • Work with doctors to make decisions about your health care
  • Choose or change your PCP
  • Talk about proper or medically necessary treatment for your conditions – regardless of cost or benefit coverage
  • Decide what type of care you would like if critically ill
  • Get medical care through a Federally Qualified Health Center (FQHC) or Rural Health Center (RHC)
  • Help make decisions about your health care, like asking about treatment options or refusing care
  • Ask for advice from another doctor when you are unsure of the care your doctor suggests
  • Ask for a copy of your medical records, including changes or corrections
  • Get timely customer service
  • Voice complaints or appeals about HAP Empowered or our care
  • Contact Customer Service to file a grievance or appeal
  • Ask for an administrative Fair Hearing with the Michigan Department of Health and Human Services (MDHHS)
  • Get information about HAP Empowered operation
  • Make suggestions about our services and provider
  • Make suggestions about member rights and responsibilities
  • Be free of restraint or seclusion used to pressure, punish, convenience, or retaliate
  • Get a second medical opinion from an in-network provider
  • Get a second medical opinion from an out-of-network provider if someone in-network is not available. The plan will arrange for an out-of-network provider. Plan approval is required
  • Request information regarding doctor incentive arrangement, including financial and other types of incentives and whether stop-loss coverage is provided
  • Request information on the structure and operation of the HAP Empowered Medicaid Health Plan

You have a responsibility to:

  • Take good care of your health
  • Talk to your doctors about regular check-ups and screenings
  • Understand your health problem
  • Understand your medication and why you are taking them
  • Participate in your care and ask questions
  • Give your medical information to your doctors
  • Work with your doctor to develop a care plan that you both agree on
  • Follow health plans and advice that you and your doctor agreed to
  • Go to appointments and arrive on time. If you cannot keep your appointment, call your doctor to reschedule
  • Know what to do when your PCP’s office is closed
  • Notify us of life changes. If you have a baby or your family size changes, call your DHS worker and let them know. Call HAP Empowered and let us know too
  • Read your Handbook and learn how HAP Empowered works
  • Follow HAP Empowered policies for getting health care services
  • Choose a PCP
  • Show your HAP Empowered and mihealth cards when you need care
  • Treat other members, staff, and providers with respect
  • Make sure no one else uses your HAP Empowered and mihealth cards
  • Report suspected fraud and abuse
  • Notify us of address or phone number changes. If you move or change your phone number, call us at (888) 654-2200 (TTY: 711). You must call your caseworker at your local Department of Human Services (DHS) office

The HAP Empowered team members, along with our doctors, comply with all requirements concerning your rights.

 

Customer Service

  • HAP Empowered Medicaid

    Call (888) 654-2200 (TTY: 711)

    Seven days a week,
    24 hours per day


    HAP Empowered MI Health Link

    Call (888) 654-0706 (TTY: 711)

    Seven days a week,
    8 a.m. to 8 p.m.