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Provider Manual

Programs for Members

Last Updated on May 19, 2021

Health Services Department

Security Health Plan’s Health Services Department is responsible for the assessment, care coordination and management of the health care needs of members. This is accomplished through health risk assessment, case management, disease management and health-education programs.

The Health Services Department is staffed with medical directors, registered nurses, social workers, physical therapist, pharmacist, health educators and administrative staff.

  • Utilization management process, denial or other inquiries should be directed to the Security Health Plan Health Services Department at 1-800-991-8109.
  • Quality management inquiries should be directed to 1-800-548-1224.

Availability of medical directors

To ensure fair and consistent decision making, providers may discuss with Security Health Plan medical directors those denials that are based on medical necessity or considered to be experimental/investigational. If the requesting or primary physician would like to discuss a case with a Security Health Plan medical director, call provider Customer Service at 1-800-548-1224.

Disease Management

Security Health Plan’s personal approach to disease management emphasizes local support from certified professionals with years of clinical experience in their field. Security Health Plan provides disease management for members with diabetes, asthma, heart failure and depression. Members receive educational information and have the option to receive telephonic coaching with a nurse or social worker to help them learn how to take greater control of their own condition.

Program features:

  • Convenient – Programs are delivered via mailed information or telephone contacts; the enrollee does not have to travel to participate.
  • Comprehensive – We focus on health issues specific to each individual.
  • Collaborative – Our process promotes a team approach including members, providers, nurses and other professionals.
  • Coaching – Registered nurses and social workers use a motivational approach to promote behavior change for optimal health.
  • Tailored approach – We customize our approach based on an individual’s health.

Program goals:

  • Improve member health
  • Provide high-quality health care
  • Empower members to effectively self-manage their condition
  • Prevent health complications
  • Contain health care cost

These initiatives are provided to members at no additional charge.

Heart Failure program

The Heart Failure program encourages self-management, development of positive relationships with  medical care providers and caregivers, and encourages appropriate utilization of resources to achieve  the best heart health possible. Members receive mailed information about heart failure and one-on-one  consultation with a nurse coach, who works closely with members and providers to identify  exacerbation symptoms early and avoid unnecessary emergency visits and hospitalizations. The  program is based on the Institute of Clinical Systems Improvement (ICSI) guidelines.

Members in this program will learn the benefits of:

  • Understanding heart failure
  • Monitoring daily weight/symptoms
  • Adhering with medications
  • Eating healthy
  • Quitting tobacco
  • Exercising

Blood pressure and cholesterol control

Security Health Plan identifies members with high blood pressure and high cholesterol early so we can  educate them on the importance of proper treatment. We also offer nurse coaching services to help  members better understand their health condition and what they can do to improve it.

Asthma Management program

Members learn how to control their asthma symptoms by working with a certified asthma nurse  educator as part of the Asthma Management program. Members learn about the diagnosis and  treatment of adult and childhood asthma. Members learn the importance of self-management as they  receive one-on-one education and use asthma care kits as part of the program.

The Asthma Management program is based on the Institute of Clinical Systems Improvement (ICSI)  guidelines. These guidelines recommend primary care provider follow-up after an asthma-related  emergency room or urgent care visit or hospitalization. The need for asthma care in these settings is  often an indication of uncontrolled asthma.

Members in this program will learn how to:

  • Understand and correctly administer medications
  • Manage asthma triggers
  • Use the asthma care kit
  • Monitor and control asthma attacks
  • Complete and follow an asthma action plan
  • Use a peak flow meter/spacer
  • Quit tobacco

Diabetes Management program

The foundation of a successful Diabetes Management program  is member and provider compliance with guideline recommendations for good diabetes care. Security  Health Plan’s Diabetes Management program emphasizes communication among members with  diabetes, their providers and Security Health Plan to increase compliance and improve members’ health.

The educational information Security Health Plan provides for its members is based on the clinical  practice recommendations of the Institute of Clinical Systems Improvement (ICSI) guidelines.

Members in this program will learn the benefits of:

  • Receiving recommended diabetes testing
  • Healthful eating
  • Quitting tobacco
  • Exercising
  • Monitoring and controlling blood-sugar levels

Out of the Blue program

Depression requires multi-faceted management to assure effective treatment. The Out of the Blue  program provides education to members who are diagnosed with depression and receive treatment with antidepressant medication.

The program is based on the nationally recognized, evidence-based IMPACT study and the DIAMOND  Project, which both have proven success achieving optimal management of the treatment of depression.  Unlike other depression-management programs, Security Health Plan uses on-staff social worker care  managers who work closely with members to improve their understanding of depression, how to use  their medication, and coping strategies.

Expect Your Best

Prenatal education and support reduce the risk of complicated births. Members receive information  on the value of prenatal care and strategies to ensure a healthy birth outcome. Nurse care managers can work with members experiencing high-risk pregnancies and their physicians to reduce the risk of  complications and improve the rate of healthy births.

Strong mental health during and after pregnancy ensures new mothers and their babies get a healthy  emotional jump-start. The evidence-based Edinburgh Post-partum Depression Scale is mailed to  members three times during their pregnancy as well as soon after the birth. Our social worker care  managers contact members whose scores point toward depression and offer the Out of the Blue  program to the member. Key components of success in this program are for members to receive  personalized support, and that the provider is alerted to the member’s needs.

Nicotine-Free program

Security Health Plan supports members who want to quit using tobacco. We offer full coverage for all FDA-approved nicotine-cessation medications for most members when a provider prescription is  obtained. People who get support and education when quitting are more likely to be successful. We offer  up to six phone sessions designed to help members develop a plan to quit; sessions go over topics such as:

  • preparing to quit
  • behavior, habits and addiction
  • managing stress
  • living a healthy life
  • remaining nicotine free

Online wellness program

Health assessment
Members can get a good picture of their health by answering a few questions about their eating habits and lifestyle choices. In less than 20 minutes, they’ll receive a personalized, confidential health-improvement report which measures their current health status. Members will receive positive suggestions for healthful lifestyle changes as well as an opportunity to speak with a health educator to help them move forward with their health and wellness goals.

Digital health coaching
Members who are ready to change their lifestyle do not have to do it alone. Digital health coaching uses new technology that is similar to a live health-coaching session. Members participate in a series of personalized health-coaching sessions by answering questions online related to their health habits and goals. The programs are designed to keep members moving toward their goal by supporting them with diverse tools, educational information, trackers and periodic check-ins. 

Programs for weight management, physical activity, stress, back pain, and chronic conditions management are available when members need it—24 hours a day, every day. Whether they’re looking to learn a new habit or just need motivation to keep living a healthy life, there’s a digital health-coaching program for them. It’s confidential, free and a great step to feeling healthier and enjoying day-to-day activities.

• Interactive health tools
Members can access videos, podcasts, animations, quizzes and more to help them make healthful choices for themselves and their family. Preferences will be stored on a personal Web page for quick access later.

Library of health information
Members can read and research thousands of articles on health conditions, medical tests and procedures, everyday health-and-wellness issues and healthful recipes. They can start their journey to better health by visiting

 24-hour Nurse Line


Security Health Plan has a phone line, staffed by registered nurses, available to members 24 hours a day, 7 days a week. The nurses servicing the phone line are specially trained in triage and are ready  to discuss health-related questions and concerns. When a member calls, a nurse will:

  • listen to health concerns and questions
  • offer information and medical advice
  • discuss options for care
  • provide follow-up as appropriate

The nurses use guidelines approved by physicians to advise members as to what type of care they may  need: self-care, physician appointment, urgent care or emergency care. The nurses offer advice. The  final decision regarding type of care is always the choice of the member.

Nurse  navigator

A nurse navigator is a registered nurse, supported by medical directors, who works across the health care  system to help members receive the right care at the right time. A nurse navigator can assist members  in managing their health care resources and act proactively on their behalf. The goal is to enhance the  quality of care members receive by helping them navigate through a complex health care system.

Through one-on-one, personalized support, here are just a few of the things a nurse navigator can do:

  • Research questions and coordinate care related to medical conditions
  • Provide information on benefits and insurance coverage
  • Help improve the communication between your provider and you
  • Help you explore provider and/or treatment options
  • Assist you in understanding your benefits and the prior authorization process
  • Listen to and coach you through difficult decisions

One call to Security Health Plan’s Customer Service Department 1-800-472-2363 puts a member in  touch with a nurse navigator.

Member advocate


Security Health Plan has an advocate on staff to assist members. The advocate is the member’s contact  in the event of a formal grievance, but is primarily available to help answer questions and solve problems  that may prevent a grievance from becoming necessary. It is the advocate’s job to assure member  access to care and quality of care, and to help the member overcome barriers he or she might encounter  within Security Health Plan or the provider network. The advocate is responsible for ensuring members  receive culturally sensitive care. The advocate is available to any Security Health Plan member.  Providers may call the advocate for assistance with any Security Health Plan members.