Our goal at VillageCareMAX MLTC plan is to help you keep living in your home for as long as you possibly can. Many of the services members of VillageCareMAX get are provided right in their homes. Each member of VillageCareMAX gets a team of health care professionals working together to get the care member needs. For more information about the plan, please call us at the number above or click on the Member Handbook and Provider Directory links below.
VillageCareMAX complies with Federal civil rights laws and does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.
ATTENTION: Language assistance services, free of charge, are available to you. Call 1-800-469-6292 (TTY: 711).
ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1-800-469-6292 (TTY: 711).
注意：如果您使用繁體中文，您可以免費獲得語言援助服務。請致電1-800-469-6292 (TTY: 711)。
Notice of Non-Discrimination:
The VillageCareMAX Member Handbook, which can be downloaded in pdf by clicking on one of the links below, is available in English, Chinese, Russian and Spanish.
Beginning December 1, 2020 new enrollment into an MLTC Medicaid plan will have a lock-in period. This means if you decide to transfer from your MLTC Medicaid plan to another MLTC Medicaid plan on or after December 1, 2020, you will have a lock-in period.
For further information please call our Member Services Department at 800-4MY-MAXCARE (800-469-6292), 7 days a week from 9:00 AM through 5:00 PM. TTY users should call 1-800-662-1220.
VillageCareMAX Member Handbook PDF
VillageCareMAX Partial Lock-in Member Handbook Insert PDF
The VillageCareMAX Provider Directory, which can be downloaded in pdf by clicking on the link below, provides a list of our participating providers in Manhattan, Brooklyn, Bronx and Queens. You can view the directory in English, Chinese, Spanish and Russian by scrolling through the document.
VillageCareMAX Provider Directory (PDF, 2.1 MB)
This directory is current as of March 22, 2021. Some participating providers may have been added or removed from the list after this directory was printed. To get the most up-to-date information about VillageCareMAX participating providers in your area, please call our Member Services Department at 800-4MY-MAXCARE (800-469-6292), 7 days a week from 9:00 AM through 5:00 PM. TTY users should call 711.
Member Rights and Responsibilities
- You have the Right to receive medically necessary care.
- You have the Right to timely access to care and services.
- You have the Right to privacy about your medical record and when you get treatment.
- You have the Right to get information on available treatment options and alternatives presented in a manner and language you understand.
- You have the Right to get information in a language you understand; you can get oral translation services free of charge.
- You have the Right to get information necessary to give informed consent before the start of treatment.
- You have the Right to be treated with respect and dignity.
- You have the Right to get a copy of your medical records and ask that the records be amended and corrected.
- You have the Right to take part in decisions about your health care, including the right to refuse treatment.
- You have the Right to be free from any form of restraint or seclusion used as a means of coercion, discipline, convenience or retaliation.
- You have the Right to get care without regard to sex, race, health status, color, age, national origin, sexual orientation, marital status or religion.
- You have the Right to be advised of where, when and how to get the services you need from VillageCareMAX, including how you can get benefits from out-of-network providers.
- You have the Right to complain to the New York State Department of Health or your local Department of Social Services, the right to use the New York State Fair Hearing System and the right to use the New York State External Appeals Program.
- You have the Right to appoint someone to speak for you about your care and treatment,
- You have the Right to make advance directives and plans about your care. You will receive written information on advance directives including a description of the applicable State Law.
- You have the Right to receive assistance in completing a health care proxy form and to ensure that your advanced directives are carried out.
- You have the Right to begin disenrollment from VillageCareMAX at any time.
- You have the Right to assist in the development and evaluation of new and existing programs and policies.
- You have the Right to choose your primary care physician.
As a Member of VillageCareMAX you have the following responsibilities:
- Accept services without regard to the race, color religion, age, sex, national origin or disability of the caregiver.
- Obtain prior authorization for services and treatments provided by VillageCareMAX from your physician, nurse care manager and Member Services (emergency services do not require prior approval).
- When applicable, make payment to VillageCareMAX of any “spend-down” monies as identified by the New York City Human Resources Administration (HRA).
- Keep appointments or notify the program if an appointment cannot be kept.
- Supply accurate and complete information to caregivers.
- Participate in the development and updating of your care plan.
- Request further information from your nurse care manager regarding anything you do not understand.
- Assist in developing and maintaining a safe environment.
- Comply with all requirements of VillageCareMAX as noted in the Member Handbook.
- Obtain services within the VillageCareMAX Network Provider list when necessary.
- Participate in questionnaires, surveys and focus groups to enhance our quality of service regarding the Plan and its program.
What is a Complaint?
A complaint is any communication by you to us of dissatisfaction about the care and treatment you receive from our staff or providers of covered services. For example, if someone was rude to you or you do not like the quality of care or services you have received from us, you can file a complaint with us.
To file a complaint or to appeal a plan action, please call: 1-800-469-6292 (TTY: 711) or write to: 112 Charles Street, New York, NY 10014. When you contact us, you will need to give us your name, address, telephone number and the details of the problem.
Or write to:
Quality Assurance Department
120 Broadway, Suite 2840
New York, NY 10271