The Maryland Insurance Administration has launched a new initiative aimed at helping residents navigate health care coverage challenges. The Health Coverage Assistance Team (H-CAT) will offer direct, consistent support to Marylanders, assisting with health coverage questions and ensuring access to care.
"Health care access is about much more than eligibility. We must move in partnership to ensure that Marylanders understand all of the resources available to them — and have the tools and guidance necessary to make informed decisions," said Governor Wes Moore. "I am thrilled that we are launching this new initiative, which has the potential to set the standard for making health care more accessible in communities across the country."
H-CAT will provide personal assistance from intake through resolution, coordinating closely with other state agencies and organizations to optimize resources and prevent duplicated efforts. The initiative is designed to help consumers understand health coverage plans, including what is covered, how to use benefits, and processes such as care authorizations, appeals, and complaints.
"The H-CAT team is dedicated to helping people navigate health care coverage issues, particularly with respect to mental health and substance use disorders," said Maryland Insurance Commissioner Kathleen A. Birrane. "Too often, coverage challenges become barriers to compensated care for people who need it the most. H-CAT team members are there to help Marylanders work through those challenges and access the compensated care that is available to them."
H-CAT promises to respond to consumer inquiries within one business day, following specific protocols for different types of health coverage. Key services include:
- Providing a general understanding of health plans and coverage, particularly regarding mental health parity and network adequacy requirements.
- Explaining the steps and resources available when consumers face difficulties accessing a provider or treatment due to distance or long wait times.
- Assisting consumers in obtaining necessary referrals and authorizations for services or treatment, including behavioral health.
- Guiding consumers through steps to take when coverage or payment for health services, including prescribed medication, is denied.
- Coordinating with other Maryland Insurance Administration units to handle complaints and appeals and informing market conduct interactions between the Insurance Administration and health carriers.
- Informing undocumented consumers about available health coverage and connecting them to community health care resources offering affordable care.
- Collaborating with other state government units, such as the Maryland Health Benefit Exchange and the Health Education and Advocacy Unit of the Office of the Attorney General, that provide relevant assistance.
"I am pleased to see the coordination between government agencies and consumer advocacy groups in an effort to assist consumers in gaining access to coverage of all of their health care needs, while providing a focused emphasis on behavioral health," said Maryland Senate President Pro Tempore Malcolm Augustine. "H-CAT, which 'walks alongside the consumer,' provides the type of assistance and support — specifically, explaining the process — that many Marylanders have requested."
"I am truly excited about the launch of H-CAT and the assistance the team will provide to Marylanders with their health coverage issues and concerns," said Maryland House of Delegates Health and Government Operations Committee Vice Chair Delegate Bonnie Cullison. "Over the years, we have all heard the stories from individuals that need help navigating the health coverage system, H-CAT will provide the expertise so that they don't have to navigate it alone."
Marylanders can contact H-CAT directly by visiting the H-CAT webpage, emailing hcat.mia@maryland.gov, or calling 410-468-2442.
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