Member Website. The Contractor shall provide and maintain a website for members to access information pertaining to the Hoosier Healthwise program and the Contractor’s services. The website shall be in an OMPP-approved format (compliant with Section 508 of the US Rehabilitation Act) to ensure compliance with existing accessibility guidelines. The website shall be live and meet the requirements of this section on the effective date of the Contract. OMPP must pre-approve the Contractor’s website information and graphic presentations. The website shall be accurate and current, culturally appropriate, written for understanding at a fifth grade reading level and available in English and Spanish. The Contractor shall inform members that information is available upon request in alternative formats and how to obtain alternative formats. To minimize download and wait times, the website shall avoid techniques or tools that require significant memory or disk resources or require special intervention on the user side to install plug-ins or additional software. The Contractor shall date each web page, change the date with each revision and allow users print access to the information. Such website information shall include, at minimum, the following:  The Contractor’s searchable provider network identifying each provider’s specialty, service location(s), hours of operation, phone numbers, public transportation access and other demographic information as described in Section 5.11. The Contractor must update the on-line provider network information every two (2) weeks, at a minimum;  The Contractor’s contact information for member inquiries, member grievances and appeals;  The Contractor’s member services phone number, TDD number, hours of operation and after-hours access numbers, including the 24-hour Nurse Call Line;  A member portal with access to electronic Explanation of Benefit (EOB) statements. Preventive care and wellness information. For Hoosier Healthwise, this information shall include information about well child visits and the Contractor’s prenatal services;  Information about the cost and quality of health care services, as further described in Section 4.4.5;  A description of the Contractor’s disease management programs and care coordination services

Member Website. The Contractor shall provide and maintain a website for members to access information pertaining to the Hoosier Care Connect program and the Contractor’s services. The website must be in an FSSA-approved format (compliant with Section 508 of the US Rehabilitation Act) to ensure compliance with existing accessibility guidelines. The Contractor shall submit any website content and graphic presentations to the FSSA for review and acceptance prior to posting the information on the website in accordance with the requirements of Section 4.9. The website must be accurate and current, culturally appropriate, written for understanding at a fifth-grade reading level and available in English and Spanish. The Contractor must inform members that information is available upon request in alternative formats and how to obtain alternative formats. To minimize download and wait times, the website must avoid techniques or tools that require significant memory or disk resources or require special intervention on the user side to install plug-ins or additional software. The Contractor must make a version available in a format that is optimized for mobile phone use. The Contractor must date each web page, change the date with each revision and allow users print access to the information. The website must include the information required in the Enrollment Packet as described in Section 4.4. Additionally, at minimum, the following shall be posted on the website: • Information about the cost and quality of health care services, as further described in Section 4.7.8; • A description of the Contractor’s disease management, care management and complex case management programs; • Contractor-distributed literature regarding all health or wellness promotion programs that are offered by the Contractor; • A searchable provider directory identifying each provider’s specialty, service location(s), hours of operation, phone numbers, public transportation access and other demographic information as described in Section 4.4.1, which shall be updated at a minimum every two (2) weeks; • The HIPAA privacy statement; • Links to FSSA’s website for general Medicaid, Hoosier Care Connect information, and referrals to local community-based organizations for assistance; • Non-emergency Medical Transportation access information; • A list and brief description of each of the Contractor’s member outreach and education materials; • The executive summary of Contractor’s Annual Quality Management and Improve...

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Member Website. The CONTRACTOR shall have a Member website that is available to all Members and the general public without any log-in restrictions and that contains accurate, up-to-date information about the CONTRACTOR’s MCO, including the Member handbook, services provided, the Formulary, the Provider directory, frequently asked questions (FAQs), Member newsletters, contact phone numbers and e-mail addresses, and any other information required by State and federal statutes or regulations or specified by HCA. The CONTRACTOR must ensure its website is Americans with Disabilities Act Section 508 compliant and meets health equity requirements. The CONTRACTOR must have a mobile version of the MCO’s Member website content. The CONTRACTOR must ensure that all Member information is located on the MCO's website in a manner that Members can easily find and navigate to and from the MCO’s home page. The CONTRACTOR must have a secure Member portal that allows Members to access the following information on a real-time basis: An electronic version of the Member’s identification card; Authorized services; The Member’s current PCP; The data specified in 42 C.F.R. § 438.242 and 42 C.F.R. § 431.60; and Other information, as identified by the CONTRACTOR or HCA. The CONTRACTOR’s secure Member portal must have the functionality for Members to submit questions, comments, Grievances, Appeals, requests for replacement Member ID cards, and requests to change PCPs and receive a response, giving the Member the option of requesting a response by return e-mail or phone call in addition to or In Lieu of a letter. The CONTRACTOR shall respond to questions or comments received from Members via the CONTRACTOR’s website or Member portal as expeditiously as the Member’s question requires but no later than one (1) business day from receipt. Upon direction from HCA, the CONTRACTOR shall integrate its Member portal with HCA’s Unified Portal. The CONTRACTOR’s call center staff shall have access to the website and Member portal to provide assistance to Members with navigating the site and locating information. Information on the CONTRACTOR’s website relating to Turquoise Care shall comply with the Marketing policies and procedures and requirements for written materials described in this Agreement and all applicable State and federal law.

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Member Website. Contractor shall provide and maintain a website for Members to access information pertaining to Contractor’s services. The website shall be in a DVHA-approved format (compliant with Section 508 of the US Rehabilitation Act) to ensure compliance with existing accessibility guidelines. The website shall be live and meet the requirements of this section on the effective date of the Contract. Contractor’s website information relevant to the VMNG Program shall be subject to DVHA approval. The website shall be accurate and current, culturally appropriate, and written for understanding at no higher than a sixth- grade reading level. Contractor shall inform Members that information is available upon request in alternative formats and how to obtain alternative formats. To minimize download and wait times, the website shall avoid techniques or tools that require significant memory or disk resources or require special intervention by the user to install plug-ins or additional software. Contractor shall allow users print access to the information. Such website information shall include, at minimum, the following: a. A link to DVHA’s website so that Members have access to a searchable online directory of participating Medicaid providers and general Medicaid information; b. Contractor’s contact information for Member inquiries, grievances and appeals; c. Contractor’s Member services phone number, TTY number, hours of operation and after-hours access numbers; d. The Member’s rights and responsibilities, as enumerated in 42 CFR § 438.100, which relates to enrollee rights; e. Contractor-distributed literature regarding all health or wellness promotion programs that are offered by Contractor; f. Contractor’s website privacy statement; g. The executive summary of Contractor’s Annual Quality Management and Improvement Program Plan Summary Report; and h. Information related to Contractor’s annual quality measurement performance

Member Website. The Contractor shall develop a member website available in English and Spanish that is accessible and functional via cell phone. The member website shall include, at minimum, the information required in the enrollment materials as described in Section 8.2.

Member Website. CORE MEMBER WEBSITE: Access to customizable member website for free webinars, online worklife searches, concierge database, discount program, thousands of articles, videos, and tools on worklife and behavioral health topics. Customer hereby elects to receive Services, within the 50 U.S. states only, including Puerto Rico, U.S. Virgin Islands, and District of Columbia, as designated below. The below Service Fees shall be in effect for the first three (3) years of this Services Agreement, beginning upon the Effective Date of this Services Agreement, and, thereafter, if this Services Agreement is extended by the parties for any additional successive one year term(s), such Service Fees may be revised for each such successive term. Notwithstanding the immediately preceding sentence, the below Service Fees shall be amended by Company, from time to time during the first three (3) years of this Services Agreement and for any future period(s) thereafter, in accordance with the terms of this Domestic EAP Service and Fee Schedule. Services Service Fees EAP Session Model Unlimited Telephonic Access with Up to 5 counseling sessions with an EAP Network Provider or televideo provider, delivered via face-to-face, telephonically, televideo, or online chat* per problem per contract year *One week of online chat counseling messages are equal to one EAP session. $2.60 PE/PM Worklife Services, including Caregiving Services, Personal Services Legal and Financial Services Identity Theft Services‌ Core Member Website Included in the EAP Session Model PE/PM. Intake Model Standard Model Included in the EAP Session Model PE/PM. Services Service Fees Critical Incident Support/Critical Incident Stress De-Briefing (CISD) Services—Standard Services (On-site attendance response time in greater than 3 hours) Unlimited Standard CISD Services: Unlimited Standard CISD sessions are included in the EAP Session Model PE/PM Rate. CISD Services are limited to 10 hours per incident. Immediate CISD’s are subject to the fees described below. Issues concerning downsizing, mergers, acquisition activities (i.e. Reductions in Force or RIF’s) or services beyond the 10 hour cap, are subject to the hourly rate of $285.00 per hour plus travel and preparation expenses reimbursed at a flat rate of $180.00 per counselor. CISD hours used, whether fee for service and/or within the bank of standard hours, are calculated based upon the combined total number of hours all clinicians are on-site. Critical Incident Su...

Member Website. A. CORE MEMBER WEBSITE: Access to customizable member website for free webinars, online worklife searches, concierge database, discount program, thousands of articles, videos, and tools on worklife and behavioral health topics. Customer hereby elects to receive the Services designated below. The below Service Fees shall be in effect for the first three (3) years of this Services Agreement, beginning upon the Effective Date of this Services Agreement, and, thereafter, if this Services Agreement is extended by the parties for any additional successive one year term(s), such Service Fees may be revised for each such successive term. Notwithstanding the immediately preceding sentence, the below Service Fees shall be amended by Company, from time to time during the first three (3) years of this Services Agreement and for any future period(s) thereafter, in accordance with the terms of this Service and Fee Schedule. Services Service Fees EAP Session Model Unlimited Telephonic Access with Up to 3 Face-to-Face Counseling Sessions per problem per contract year with Web-Based Caregiving and Personal Services Legal and Financial Services Identity Theft Services Core Member Website $ 1.53 PE/PM Standard Training, Employee Orientation Meetings, Supervisor Orientation and Training $275.00 per hour, per educator, plus a charge of $50.00 per hour of travel to and from the Customer’s location. Sessions less than one (1) hour in duration will count as one (1) hour of Training and Education.

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