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Secure Messaging Center

Secure Messaging Center

Health Net has always been committed to respecting member privacy and protecting sensitive health information. In response to the privacy challenges posed in the Internet age, we've launched our Secure Messaging Center exclusively for communications regarding confidential financial and business matters as well as legislatively defined Protected Health Information (PHI).

Please use the Secure Messaging Center for communications regarding, among other things, benefit payments, medical conditions, treatment protocols, claims status, behavioral health issues and chronic illness management services. For general information, contact us.

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Secure Messaging FAQs

What is secure messaging?

Electronic communications (e.g., via the Internet or email) maybe encrypted – essentially locked – by Health Net. Your user name and password work as a key to unlock the message so that you can communicate with Health Net on a secure channel. Our Secure Messaging Center uses an encryption system to safeguard electronic communications in compliance with Corporate Information Security Standards and federal, state and local laws.

What security measures does Health Net use to keep messages confidential?

We know how important security is to you, which is why Secure Messaging has a number of features designed to keep your communication private:

  • To help protect confidential information, you will be given a unique user name and password for each series of secure messages (up to 12 individual interactions per email thread). This allows us to verify who you are and must be input when you initially access your Secure Messaging inbox. Please keep your password confidential and do not share it with anyone.
  • Three failed attempts to input your password correctly will result in your account being locked. After two unsuccessful attempts, please double check your spelling and the "Caps Lock" key. If you're still having trouble, please contact the Health Net associate with whom you regularly conduct business.
  • Although you access Secure Messaging over the Web, messages sent between your Web browser and our server are encrypted.
  • Health Net uses patented encryption technology that meets regulatory standards and has a proven track record for success in the Health care industry.
What is a Business Partner?

A Business Partner is a person or organization that needs to receive encrypted Internet email through, such as vendors, independent contractors, law and consulting firms, and government agencies.

What if I need to access secure messaging and I'm not a Business Partner?

Health Net members, employers, brokers and providers must register for to access secure messaging. For general information or registration assistance, contact on-line support.

How can I get a Secure Messaging Account?

The Secure Messaging Center is highly restricted. Secure messaging accounts must be initiated by a Health Net associate. To request an account or resolve issues regarding secure messaging, please contact the Health Net associate with whom you regularly conduct business.

Can I use the Secure Messaging Center to conduct other business?

All messages sent via the Center will be automatically encrypted, regardless of subject matter. Messages can be sent to Health Net associates' corporate email accounts with the extension. If you attempt to send an email to a non-Health Net account, it will not make it through the email security filter and may result in the termination of your Business Partner Account. Secure messages are copied and retained by Health Net for audit purposes.

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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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