Do I need to call Narus Health every time I use my plan or fill a prescription, unless it’s an emergency?

No. You do not need to call anyone to get your prescriptions. You need to call Narus Health only if you have questions about your medications. For medical benefits, you need to call Narus Health only if you have questions, if you would like help finding a provider or understanding your benefits or EOBs, or if you receive a balance bill.

Whom should I talk to about our prescription drugs?

If you have questions or concerns regarding your prescriptions, call Narus Health to discuss.

What is the procedure with prescription drugs?

Prescription drugs are filled through Magellan Health, the pharmacy benefits manager. You go to a participating pharmacy or use mail order, just as with your current plan.

Is there a way to communicate with the Narus Concierge team other than phone?

Yes, there are multiple ways to communicate with Narus Health. You may call, email or use the Narus Health app.

What if I still have questions about the payment process, treatment plan and next steps?

Contact Narus Health at the number on your ID card. Narus Health will help you understand your plan and your benefits.

How do I submit a claim for reimbursement to Lucent Health if I had to pay for the services and the provider will not submit a claim?

Complete a Health Claim Reimbursement Form. Submit the completed form with a copy of a superbill from your provider and a receipt of your payment to: email: mblackman@naa-lp.com or fax: 615-255-6654, attn: mailroom.

Why did I receive three different explanations of benefits (EOB) for one procedure or surgery?

If you have a procedure that requires multiple physician and ancillary doctors to be in attendance to provide services, each provider will bill separately for their services. It is not uncommon for one procedure to result in claims from the facility, a surgeon (sometimes multiple surgeons), anesthesiologist (sometimes multiple anesthesiologists), and a laboratory. The plan will process and pay your claims as they are received, and you will receive an EOB for each claim submitted for payment.

Do I need to call Narus Concierge to discuss my mammogram?

You may call Narus Concierge if you have questions about scheduling your mammogram. Your plan covers mammograms as follows: Age-appropriate preventive mammograms are covered at 100% with no cost share by the member. The plan (your employer) pays for them. Diagnostic mammograms are subject to the member’s deductible or coinsurance. In either case, it is a good idea to call Narus Health to help locate an imaging center that is in-network or that does not issue a balance bill.

What services are covered as “Preventive Care” and covered 100% of the allowable amount by the plan?

The preventive care benefits covered under the plan include: A. Services with an A or B rating recommended by the United States Preventive Services Task Force (USPSTF). B. Immunizations for routine use in children, adolescents and adults who have a recommendation from the Advisory Committee on Immunization Practices of the Centers for Disease Control and Prevention. C. With respect to infants, children and adolescents, evidence-informed preventive care and screenings provided for in the comprehensive guidelines supported by the Health Resources and Services Administration (HRSA). D. With respect to women, evidence-informed preventive care and screening provided for in comprehensive guidelines supported by HRSA (not otherwise addressed by the recommendations of USPSTF). E. All Food and Drug Administration-approved contraceptive methods, sterilization procedures, and patient education and counseling for all women with reproductive capacity. F. Routine physical exam and associated diagnostic tests and immunization. G. Prostate specific antigen tests. H. Mammograms are limited to one baseline mammogram beginning at age 35 and then annually for ages 40–74. I. Shingles vaccination beginning at age 50. For a complete listing on the services covered as “Preventive Care” by the plan, please refer to the Summary Plan Description (SPD).

It seems that you stated that if I go to my physician and pay my copay, then the provider will send everything to Lucent Health and then I will receive my explanation of benefits (EOB). Is that right? Will I find out my EOB after the service has already been provided?

Yes, as it is with every health insurance plan. The provider may give you an itemized statement the day you see them, or they may mail you an itemized statement. The claim must be submitted and processed to generate an EOB.

FAQs Archive - Page 6 of 8

Do I need to call Narus Health every time I use my plan or fill a prescription, unless it’s an emergency?
No. You do not need to call anyone to get your prescriptions. You need to call Narus Health only if you […]

Continue reading
Whom should I talk to about our prescription drugs?
If you have questions or concerns regarding your prescriptions, call Narus Health to discuss.

Continue reading
What is the procedure with prescription drugs?
Prescription drugs are filled through Magellan Health, the pharmacy benefits manager. You go to a participating pharmacy or use mail order, […]

Continue reading
Is there a way to communicate with the Narus Concierge team other than phone?
Yes, there are multiple ways to communicate with Narus Health. You may call, email or use the Narus Health app.

Continue reading
What if I still have questions about the payment process, treatment plan and next steps?
Contact Narus Health at the number on your ID card. Narus Health will help you understand your plan and your benefits.

Continue reading
How do I submit a claim for reimbursement to Lucent Health if I had to pay for the services and the provider will not submit a claim?
Complete a Health Claim Reimbursement Form. Submit the completed form with a copy of a superbill from your provider and a […]

Continue reading
Why did I receive three different explanations of benefits (EOB) for one procedure or surgery?
If you have a procedure that requires multiple physician and ancillary doctors to be in attendance to provide services, each provider […]

Continue reading
Do I need to call Narus Concierge to discuss my mammogram?
You may call Narus Concierge if you have questions about scheduling your mammogram. Your plan covers mammograms as follows: Age-appropriate preventive […]

Continue reading
What services are covered as “Preventive Care” and covered 100% of the allowable amount by the plan?
The preventive care benefits covered under the plan include: A. Services with an A or B rating recommended by the United […]

Continue reading
It seems that you stated that if I go to my physician and pay my copay, then the provider will send everything to Lucent Health and then I will receive my explanation of benefits (EOB). Is that right? Will I find out my EOB after the service has already been provided?
Yes, as it is with every health insurance plan. The provider may give you an itemized statement the day you see […]

Continue reading

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