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Secure Messaging

August 5, 2018 – Health Net Secure Messaging has changed to Centene Secure Email.
Access to the Health Net portal is not impacted by this change.

In our ongoing commitment to privacy and protecting sensitive health information, we have updated the Health Net Secure Messaging system. The new tool, called Centene Secure Email, will support the transfer of confidential matters, including protected health information (PHI and ePHI) and personally identifiable information (PII). Such matters can include, but are not limited to:

  • Benefit information such as claims or premium queries.
  • Medical management, including matters related to behavioral health or chronic illness.

To send a secure message, please click the appropriate button below and we will be in touch shortly.

Broker Employer Member Provider

Please note: For existing correspondences, reply directly to the message you received from our Centene, Health Net or MHN representatives.

Centene Secure Email FAQs

WHEN DO I NEED TO USE CENTENE SECURE EMAIL?

Use Centene Secure Email when sending confidential and sensitive health information. Our commitment to protect sensitive information spans across all members and business partners (individuals and organizations). Centene Secure Email is available to all (e.g., members, employers, providers, brokers, vendors, independent contractors, law and consulting firms, and government agencies); however, most users will not see a change in how they receive secure emails.

What if I need to access emails through Secure Messaging that were sent prior to August 5, 2018?

You will need to reach out to the Health Net/MHN/Centene representative with whom you conduct email business to help you.

IS THERE ANYTHING I NEED TO DO TO START SENDING A SECURE EMAIL?

The goal is to ensure the system update is simple so you can send secure emails as you have been. Upon the first time accessing the system, it will automatically check to confirm email provider encryption methods meet our security standards. If not, you will receive a message to complete a one-time registration before you begin receiving secure emails through the new system.

Here are some things to keep in mind:

  • If you currently use Centene Secure Email, no further action is necessary.
  • If your email provider supports modern encryption technology, known as Transport Layer Security Encryption (TLS Encryption), emails from Health Net will arrive in your regular email inbox securely. No further action is necessary.
  • If this is your first time using Centene Secure Email and your email provider does not support TLS Encryption, click on the system-generated link which prompts you to create a username and password with security questions. Once this step is completed, the email message is decrypted and displayed.

Review the Centene Secure Email User Guide (PDF) for more details about what it is and how to use it.

WHO DO I CONTACT FOR QUESTIONS REGARDING CENTENE SECURE EMAIL?

Please contact us at the support phone number. For any other general questions, contact the representative you are currently working with.

How can I get a Centene Secure account?

Centene Secure Email is highly restricted. The accounts must be initiated by a Health Net/MHN/Centene associate. To request an account or resolve issues regarding Centene Secure Email, please contact the associate with whom you regularly conduct business. Keep in mind that this only applies to email domains that are not TLS-enabled.

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Important Notice

General Purpose
Health Net's National Medical Policies (the "Policies") are developed to assist Health Net in administering plan benefits and determining whether a particular procedure, drug, service, or supply is medically necessary. The Policies are based upon a review of the available clinical information including clinical outcome studies in the peer-reviewed published medical literature, regulatory status of the drug or device, evidence-based guidelines of governmental bodies, and evidence-based guidelines and positions of select national health professional organizations. Coverage determinations are made on a case-by-case basis and are subject to all of the terms, conditions, limitations, and exclusions of the Member's contract, including medical necessity requirements. Health Net may use the Policies to determine whether, under the facts and circumstances of a particular case, the proposed procedure, drug, service, or supply is medically necessary. The conclusion that a procedure, drug, service, or supply is medically necessary does not constitute coverage. The Member's contract defines which procedure, drug, service, or supply is covered, excluded, limited, or subject to dollar caps. The policy provides for clearly written, reasonable and current criteria that have been approved by Health Net's National Medical Advisory Council (MAC). The clinical criteria and medical policies provide guidelines for determining the medical necessity criteria for specific procedures, equipment and services. In order to be eligible, all services must be medically necessary and otherwise defined in the Member's benefits contract as described in this "Important Notice" disclaimer. In all cases, final benefit determinations are based on the applicable contract language. To the extent there are any conflicts between medical policy guidelines and applicable contract language, the contract language prevails. Medical policy is not intended to override the policy that defines the Member's benefits, nor is it intended to dictate to providers how to practice medicine.


Policy Effective Date and Defined Terms.
The date of posting is not the effective date of the Policy. The Policy is effective as of the date determined by Health Net. All policies are subject to applicable legal and regulatory mandates and requirements for prior notification. If there is a discrepancy between the policy effective date and legal mandates and regulatory requirements, the requirements of law and regulation shall govern. In some states, prior notice or posting on the website is required before a policy is deemed effective. For information regarding the effective dates of Policies, contact your provider representative. The Policies do not include definitions. All terms are defined by Health Net. For information regarding the definitions of terms used in the Policies, contact your provider representative.


Policy Amendment without Notice.
Health Net reserves the right to amend the Policies without notice to providers or Members. In some states, prior notice or website posting is required before an amendment is deemed effective.


No Medical Advice.
The Policies do not constitute medical advice. Health Net does not provide or recommend treatment to Members. Members should consult with their treating physician in connection with diagnosis and treatment decisions.


No Authorization or Guarantee of Coverage.
The Policies do not constitute authorization or guarantee of coverage of any particular procedure, drug, service, or supply. Members and providers should refer to the Member contract to determine if exclusions, limitations and dollar caps apply to a particular procedure, drug, service, or supply.


Policy Limitation: Member's Contract Controls Coverage Determinations.
Statutory Notice to Members: The materials provided to you are guidelines used by this plan to authorize, modify or deny care for persons with similar illnesses or conditions. Specific care and treatment may vary depending on individual need and the benefits covered under your contract. The determination of coverage for a particular procedure, drug, service, or supply is not based upon the Policies, but rather is subject to the facts of the individual clinical case, terms and conditions of the Member's contract, and requirements of applicable laws and regulations. The contract language contains specific terms and conditions, including pre-existing conditions, limitations, exclusions, benefit maximums, eligibility, and other relevant terms and conditions of coverage. In the event the Member's contract (also known as the benefit contract, coverage document, or evidence of coverage) conflicts with the Policies, the Member's contract shall govern. The Policies do not replace or amend the Member contract.


Policy Limitation: Legal and Regulatory Mandates and Requirements
The determinations of coverage for a particular procedure, drug, service, or supply is subject to applicable legal and regulatory mandates and requirements. If there is a discrepancy between the Policies and legal mandates and regulatory requirements, the requirements of law and regulation shall govern.


Reconstructive Surgery
California Health and Safety Code 1367.63 requires health care service plans to cover reconstructive surgery. "Reconstructive surgery" means surgery performed to correct or repair abnormal structures of the body caused by congenital defects, developmental abnormalities, trauma, infection, tumors, or disease to do either of the following:


1. To improve function; or
2. To create a normal appearance, to the extent possible.


Reconstructive surgery does not mean "cosmetic surgery," which is surgery performed to alter or reshape normal structures of the body in order to improve appearance.


Requests for reconstructive surgery may be denied, if the proposed procedure offers only a minimal improvement in the appearance of the enrollee, in accordance with the standard of care as practiced by physicians specializing in reconstructive surgery.


Reconstructive Surgery after Mastectomy
California Health and Safety Code 1367.6 requires treatment for breast cancer to cover prosthetic devices or reconstructive surgery to restore and achieve symmetry for the patient incident to a mastectomy. Coverage for prosthetic devices and reconstructive surgery shall be subject to the copayment, or deductible and coinsurance conditions, that are applicable to the mastectomy and all other terms and conditions applicable to other benefits. "Mastectomy" means the removal of all or part of the breast for medically necessary reasons, as determined by a licensed physician and surgeon.


Policy Limitations: Medicare and Medicaid
Policies specifically developed to assist Health Net in administering Medicare or Medicaid plan benefits and determining coverage for a particular procedure, drug, service, or supply for Medicare or Medicaid Members shall not be construed to apply to any other Health Net plans and Members. The Policies shall not be interpreted to limit the benefits afforded Medicare and Medicaid Members by law and regulation.

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