Frequently Asked Questions

Eligibility and Membership

I've recently become eligible for Medicare. Can I keep my VNSNY CHOICE SelectHealth coverage?
We’re sorry, but you cannot. CHOICE SelectHealth members who become eligible for Medicare will automatically be disenrolled from the plan by New York State, and Medicare will become their primary insurance. If you have any questions about enrollment, please contact your social worker 
Can I enroll my children into CHOICE SelectHealth?
Yes. If your child is under 21 years old and is eligible for Medicaid, he or she will be able to enroll. Children do not have to test positive for HIV/AIDS to join the plan.
Is it mandatory that my children join CHOICE SelectHealth?
No, you are not required to enroll your children in your plan. You have the option of enrolling your children into a mainstream health plan. We recommend that you contact your medical providers to discuss what is best for your family.
Is my spouse or partner eligible to join CHOICE SelectHealth?
Yes, if your spouse or partner is currently living with HIV/AIDS. If not, they will unfortunately not be able to join this plan.

Benefits and Services

How can I give others access to my health information?
To protect your privacy, we need your express permission before we allow anyone else access to your private information. There are three ways that you can authorize a family member or friend to serve as your representative with access to information about your care and services with VNSNY CHOICE.
1. Write a letter indicating that you, as the member, give authorization for your representative to speak on your behalf. Include the full name of your representative, a brief description of your relationship, and the sort of information to which you are granting access. Send this letter to VNSNY CHOICE SelectHealth Member Services for processing:
1250 Broadway, 11th floor
New York, NY 10001
2. To give your representative access without limitations, you can request a Privacy Health Information (PHI) form to be mailed to your home. You can do so in writing at the above address, or by calling CHOICE SelectHealth Member Services at 1-866-469-7774 (TTY: 711).
Then, fill out the form and send it back to Member Services for processing.
3. Call Member Services at 1-866-469-7774 (TTY: 711) with your authorized representative and give verbal authorization. Your authorization will be valid for 14 days from the date of the call.
How can I find a doctor or specialist in the CHOICE network?
To find a provider within the CHOICE network, you can use our Provider Search tool
If you have further questions or require help identifying a provider that meets your needs, you can also contact CHOICE SelectHealth Member Services at 1-866-469-7774 (TTY: 711).
How can I check the status of an authorization?
If you have any questions or concerns about getting authorizations for medical services, please contact CHOICE SelectHealth Member Services at 1-866-469-7774 (TTY: 711), and a representative will be able to assist you.
Do I have to use a doctor in the network? 
To ensure that our members receive the highest level of care, suited to their needs, primary care providers in CHOICE SelectHealth who care for members with HIV/AIDS must be qualified as HIV Specialists. Members of CHOICE SelectHealth must use their primary care provider and other providers in the plan’s network for all medical care, except in certain limited circumstances.
For more information on the CHOICE SelectHealth provider network, please visit VNSNY CHOICE SelectHealth Providers.
How can I change my Primary Care Physician (my doctor)?
Contact CHOICE SelectHealth Member Services at 1-866-469-7774 (TTY: 711). If you have already chosen a new doctor, give our representative the doctor's name. Once the representative confirms that the doctor participates with CHOICE SelectHealth, a new VNSNY CHOICE ID Card will be mailed to you.
If you have not chosen a new doctor, you can find one by using our Provider Search tool, or ask a CHOICE SelectHealth Member Services representative to help you locate an In-Network Primary Care Physician.
Can I keep my health plan if I move?
If your home address changes, please contact our Member Services at 1-866-469-7774 (TTY: 711). If your new address is within our service area for your plan, your coverage will not be affected. If you move outside of the CHOICE service area, you may no longer be eligible for our plan, in which case you would be disenrolled.
You can receive the special care and services of CHOICE SelectHealth if you live in Brooklyn, the Bronx, Manhattan or Queens.
What should I do if I am having issues with my pharmacy?
If you are experiencing difficulty obtaining your medications at the pharmacy, contact MedImpact at 1-888-678-7741. They can be reached 24 hours a day.
With questions about eligibility or other problems, please call CHOICE Member Services at 1-866-469-7774 (TTY: 711).
How do I know if the medications I'm taking are covered?
There are three ways to find out if your medications are covered by your CHOICE SelectHealth plan: 
What is The Alliance for Positive Change?
The Alliance for Positive Change is an agency that VNSNY CHOICE SelectHealth contracts with to help us better deliver direct services to our members. The Alliance for Positive Change works closely with us to provide new member orientations, to facilitate housing and social needs for members, and to offer such services as harm reduction, partner testing, case management and focus groups. If you have any questions about The Alliance for Positive Change's services, feel free to contact them directly at 1-212-645-0875 or visit their website,
What is “Steps to a Healthier Life”?
Steps to a Healthier Life is a CHOICE SelectHealth program that rewards our members for reaching health goals they've set for themselves. It’s our way of encouraging you to make healthy choices, supporting you in your efforts to reach your goals, and rewarding your efforts every step of the way. Some things you can be rewarded for include:
  • Seeing your doctor regularly
  • Keeping your prescriptions filled
  • Staying ahead of the game by completing your cancer screenings, eye exams and other health assessments
How can I join Steps to a Healthier Life?
It’s simple: just complete the one-page self-assessment form, “About Me and My Health,” which is included in your Welcome Packet. In fact, this is the first step in the Steps program, and will let us know how the program can best work for you.  Completing and submitting this form automatically enrolls you in the program, and earns you your first reward gift card.
If you do not have the form and would like to have one mailed to you, please call Member Services at 1-866-469-7774 (TTY: 711).
What is an HIV Adult Day Program?
The CHOICE SelectHealth HIV Adult Day Program offers important member services such as support groups for mental health and substance abuse, nutritional counseling and structured socialization services. Learn more. 
Who can help me with a housing problem?
Please call CHOICE SelectHealth Member Services at 1-866-469-7774 (TTY: 711) and ask to speak with your care manager about whether you can qualify for the CHOICE Health Homes program.  
Can I arrange to have an escort to my medical appointments?
Yes. If you need assistance getting to or from an appointment, please call Member Services at 1-866-469-7774 (TTY: 711), and we will schedule a representative to accompany you. 

Other Questions

Do I need to carry both my VNSNY CHOICE ID card and my Benefit card?
Yes. As a CHOICE SelectHealth member you will need to carry both cards. You will continue to need your New York State Benefit (Medicaid) card for family planning services.
How do I change my contact information (address, phone number)?
Please call CHOICE SelectHealth Member Services at 1-866-469-7774 (TTY: 711) with your new address and/or contact information, so that we can update our records and ensure that your services continue properly.
How can I get a replacement ID card?
Call CHOICE SelectHealth Member Services at 1-866-469-7774 (TTY: 711) and a representative will have a replacement ID card mailed to you. The replacement card usually arrives in 7-10 business days.
I'm a new member, and I haven't received my Welcome Packet. What should I do?
The Welcome Packet is a very important guide to the services you will receive as a CHOICE SelectHealth member. Please call CHOICE SelectHealth Member Services at 1-866-469-7774 (TTY: 711) and a replacement packet will be mailed to you.
Can I go to any hospital in an emergency?
Yes, you can go to any hospital in the 50 United States. You do not need any prior authorization from your doctor or from CHOICE SelectHealth before getting emergency care in a hospital. However, the hospital must notify VNSNY CHOICE SelectHealth.  
How can I contact my care manager?
To contact your care manager, please call CHOICE SelectHealth Member Services at 1-866-469-7774 (TTY: 711). The representative will ask you about the purpose of your call, as they may be able to assist you immediately.
Who should I contact when I become pregnant?
If you become pregnant, please call VNSNY CHOICE SelectHealth Member Services at (1-866-469-7774 (TTY: 711) to notify your care manager, who will help to ensure that any necessary care services will be available to you.
I got a bill for something I thought CHOICE would cover. What should I do?
Contact CHOICE SelectHealth Member Services at 1-866-469-7774 (TTY: 711). Please have the bill with you when you call, as the representative will ask you for specific information found on the bill. Our representative will work with you and your doctor to clarify the bill and determine whether you may be responsible for any charges.
What information will I need when I call Member Services? 
VNSNY CHOICE is required by New York State to verify the identity of a member with three (3) identifying pieces of information. This is to protect the privacy of the member and their health information. Any three of the following may be used for ID purposes:
  • VNSNY ID Number
  • First and Last Name
  • Date of Birth
  • Full Address
  • Phone Number 
  • New York Medicare ID Number
  • New York Medicaid ID Number
What is my Member ID Number?
Your VNSNY CHOICE SelectHealth ID Card is a gold and white card, and looks like this: 
Your Member ID Number is found on this card, and looks like: VXXXXXXXXX
How can I check my current Medicare or Medicaid status?
To find out whether you are enrolled or eligible for Medicare or Medicaid, contact CHOICE SelectHealth Member Services at 1-866-469-7774 (TTY: 711). One of our representatives will be able to assist you.
Last updated 10/1/2017

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