Appeals, Coverage Determinations & Grievance Procedures
At Senior Care Plus, we are committed to meeting the needs of our members and providing timely, quality service. If you have concerns, complaints, or would like to request a coverage determination or appeal, we are here to help.
See Below For Filing Instructions
Filing a Grievance
You may file a grievance if you have a concern or complaint about Senior Care Plus, the quality of care you received, customer service, or other issues related to your health plan.
How to File a Grievance
By Phone (for oral requests):
775-982-3112
Toll free: 800-336-0123
TTY Relay Service 711
By Mail:
Senior Care Plus
Attn: Appeals & Grievances
10315 Professional Circle
Reno, NV 89521
By Fax:
775-982-3741
By Email:
customer_service@hometownhealth.com
Requesting a Coverage Determination or Appeal
You, your authorized representative, or your physician may request a coverage determination or file an appeal if you disagree with a coverage or payment decision made by Senior Care Plus.
How to Request a Coverage Determination or Appeal
By Phone (for oral requests):
775-982-3112
Toll free: 800-336-0123
TTY Relay Service 711
By Mail:
Senior Care Plus
Attn: Appeals & Grievances
10315 Professional Circle
Reno, NV 89521
By Fax:
775-982-3741
By Email:
customer_service@hometownhealth.com
Process & Status Questions
For questions about the grievance, coverage determination, or appeals process — including status updates — please contact Customer Service:
Customer Service
775-982-3112
Toll free: 800-336-0123
TTY Relay Service 711
Hours:
Monday – Friday, 7 a.m. to 8 p.m.
Email:
customer_service@hometownhealth.com
Additional Information
Senior Care Plus maintains procedures to accept grievances, coverage determination requests, and appeals 24 hours a day, 7 days a week, including holidays.
Please refer to your Senior Care Plus Evidence of Coverage for additional information regarding member grievance, coverage determination, and appeal procedures.
To view your Evidence of Coverage, log into MyChart.
Information regarding the aggregate number of grievances, appeals, and exceptions filed with Senior Care Plus is available upon request by contacting Customer Service.
You may also submit a complaint directly to Medicare using the Medicare Complaint Form: Medicare Complaint Form.
Contact Us
Call Center Hours
Monday - Friday, 7 a.m. to 8 p.m.
Email us
customer_service@hometownhealth.com
In Person
10315 Professional Circle – Reno, NV 89521
Monday - Friday, 8 a.m. to 5 p.m.