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Media Notice: Ambetter from Buckeye Health Plan

MEDIA NOTICE: Ambetter from Buckeye Health Plan is committed to protecting the privacy and security of our members' information. We became aware of an incident involving personal information on November 30, 2020. We discovered a batch processing error in our print fulfillment process that affected the content of the Ambetter Welcome Packet that was mailed to members on November 24, 2020. The Welcome Packet contained two pieces of material, Member ID card(s) and a letter that outlines policy coverage information. The processing error inadvertently caused the policy coverage letter to be included in the Welcome Packet addressed to an incorrect member. We have mailed a letter to all members that were affected by this incident. The personal information listed on the misdirected policy coverage letter includes name, date of birth, Member ID number, policy number, coverage effective dates and, if applicable, additional individuals' name(s) and Member ID number(s) covered by the policy. We have no indications of inappropriate use of members' information. However, we want to be cautious and recommend that affected members take reasonable steps to ensure the security of their information. We encourage members to establish an account on our secure Member Portal. The secure Member Portal allows members to access and monitor payment and benefit activity. We suggest members routinely review the explanation of benefits (EOB) documents sent by Ambetter. The EOBs list the health care services members receive from providers. If members see services listed on EOBs they did not receive, please contact us immediately at the toll free number listed below. Upon discovering this incident, we took the following actions to correct this issue and prevent it from reoccurring: We immediately halted all print processes and conducted a manual quality review to ensure the batch processing error did not affect other materials. We updated the batch processing software to improve quality controls and added additional, manual quality intervention checks in the print fulfillment process including documentation to outline the new processes. We have sent affected members a new Welcome Packet containing the correct policy coverage letter. Ambetter from Buckeye Health Plan takes the responsibility of protecting our members' personal information very seriously. We sincerely regret any concern or inconvenience this incident may have caused our members and their families. If you have any questions or would like additional information, please call 1-877-687-1189 (TDD/TTY: 1-877-941-9236). 1-20/2021
January 20, 2021
February 18, 2021
February 18, 2021 8:05pm