How to use your plan.

Getting started after you enroll

Install the Redirect Health member app the day your plan starts, and get every dependent aged 16 and over onto it too.

1. 1Install the Redirect Health member app on your phone.
2. 2Activate your membership immediately — this is what tells the care team and provider team to start working your upcoming refills and any pricing questions before you need them.
3. 3Have every dependent aged 16 and over install the app on their own phone so they can request care and show their own membership card.
4. 4Open My Membership Card so you know where to find it before the first time you need it.

No smartphone? Everything below can also be done by calling or texting 888-407-7928, or at RedirectHealth.com/ExtraHelp.

Seeing a doctor

Submit a Medical Need in the app, pick a time, and a provider calls you — then the care team books anything in-person for you.

1. 1In the app, tap Medical Need and describe what's going on.
2. 2Choose a callback time that works for you. A provider calls at that time.
3. 3If you need a prescription, it's sent to your preferred pharmacy.
4. 4If you need to be seen in person, the care team schedules the appointment with your preferred provider, at a time that works for you.
5. 5The care team tells the office what your copay or member responsibility is, and how to submit the claim to the MultiPlan PHCS network.

You already booked an appointment yourself

Tell the care team as soon as you know the date and they'll confirm what you'll owe before you go.

1. 1Report the appointment in the app as soon as you're aware of the time.
2. 2The care team documents it and tells you your expected copay or member responsibility.
3. 3They contact the office so it's billed to the network correctly.

Doing this before the visit is what prevents a surprise bill afterward.

Specialists, labs, and imaging

Submit a Medical Need with what you've been told you need, and the care team finds the best price and books it.

1. 1In the app, choose Medical Need and note which specialist, lab, or imaging study you need.
2. 2The care team calls at a time you choose to confirm exactly what's required.
3. 3They locate the best available price and book it at a time and location that works for you.

On the Premium and Premium + tiers, labs carry no member cost.

Filling a prescription

Request the refill in the app and a provider works out the lowest available price with your pharmacy.

1. 1In the app, choose Prescription Refills and fill in the fields.
2. 2A provider reaches out at a time that works for you to confirm details.
3. 3The care team works directly with your preferred pharmacy to set up the prescription at the lowest available price.

If the pharmacy quotes a price that doesn't match your copay tier, call the care team from the counter. They'll call the pharmacy in real time — usually the card was run incorrectly or the insurance information needs updating.

Specialty or non-formulary medication

The prescription advocacy team works the case — it does not simply come back denied.

1. 1Ask whether a lower-cost generic on the formulary would work. You can hand the Reef formulary to your prescribing provider to review alternatives.
2. 2Request a review by Redirect Health's Chief Medical Officer, who can add the medication to a custom formulary at a lower copay, or authorize a one- to two-week supply at a lower copay while pricing options are worked out.
3. 3Ask the team to check international pricing, which is often substantially lower — noting that FDA regulations restrict some drugs from entering the United States.
4. 4Ask them to check manufacturer patient assistance programs. Most members who qualify end up paying between $0 and $20.

Activate your membership as soon as you enroll. Lead time is what makes these options possible.

Planned surgery

Tell the care team before it's scheduled and they negotiate the rate and walk you through your cost in advance.

1. 1Report the upcoming surgery in the app.
2. 2The care team coordinates with the provider and facility and negotiates the rates.
3. 3They explain your member responsibility before the procedure, not after.
4. 4They manage aftercare and any follow-up appointments with you from start to finish.

A medical emergency

Call 911 and go to the ER first. Contact the care team as soon as you reasonably can.

1. 1Call 911 and get to the emergency room. Do not wait to contact anyone first.
2. 2As soon as you're able, tell the care team which ER you're at so they can start coordinating the visit.
3. 3You can also show a provider your membership card and they can call the care team directly.

Your doctor isn't in the network

Request them at least 48 hours before your visit and the team works to bring them in.

1. 1Request the addition through the app at least 48 hours before the appointment.
2. 2The care team negotiates with the practice under a Usual, Customary, and Reasonable agreement.
3. 3If the practice accepts, your visit is treated as in-network.
4. 4If they decline, you can still be seen, but out-of-network rates may apply.

Because any provider can be requested this way, Reef considers itself an open network rather than a closed panel.

You got a bill from a provider

Submit it in the app. A bill almost always means the visit wasn't guided, or the facility didn't send a claim.

1. 1Submit the bill in the app.
2. 2The care team contacts the provider to make sure a claim is submitted, so payment can be made according to your plan benefits.
3. 3Note that the provider must submit a claim for it to be paid, and claims can take up to 45 days to complete.

Guiding a visit through the care team beforehand is what prevents this in the first place.

Finding your membership card

It lives in the app, for you and every dependent.

1. 1In the app, tap My Membership Card.
2. 2Each dependent aged 16 and over can view their own card in their own app.
3. 3Need a digital or physical card instead? Request one at RedirectHealth.com/ExtraHelp or by calling or texting 888-407-7928.