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Health Net Mobile

Mobile Help FAQs

Health Net Mobile allows members to view plan details, provider information, a mobile ID card, utilize ProviderSearch, and Health Net contact information.

Members must register a user name and password on HealthNet.com to access information

User Name/Password
  1. Q: What is my user name and password for Health Net Mobile?
    A: The user name and password that you currently use to access HealthNet.com is what you would use to log in to Health Net Mobile.
  2. Q: What if I don't have a user name and password for HealthNet.com?
    A: If you are not currently registered for HealthNet.com, simply go to the site and click on the Register button. As soon as you are registered, you will be able to use Health Net Mobile.
  3. Q: What information do I need to register with HealthNet.com?
    A: All you need is your Subscriber ID and date of birth. Your Subscriber ID can be found on you Health Net ID card.
  4. Q: What if I can't remember my user name or password for HealthNet.com?
    A: Go to HealthNet.com and follow the prompts to have your user name or password sent to you.
  5. Q: I'm a broker (provider or employer). Why won't my HealthNet.com user name and password work? 
    A: At this time, Health Net Mobile is only available for members. Health Net is currently investigating additional mobile applications for brokers, providers, and employers.
My Plan
  1. Q: I don't see all the information about my plan that I do at HealthNet.com. Where can I go to get additional plan information? 
    A: You can visit HealthNet.com for all your plan information. Additionally, you can view your Schedule of Benefits from within "My Plan". Future enhancements to Health Net Mobile will provide additional "My Plan" information.
My Provider
  1. Q: What is "My Provider"? 
    A: "My Provider" is a place to keep your favorite providers in one easy-to-access location. This functionality is only available on Health Net Mobile.
  2. Q: I have a PPO plan. Why don't I see any provider in "My Provider"? 
    A: If you are a PPO member, you must first search for a provider using the "ProviderSearch" function and then add it to your favorites. The next time you access "My Provider," your saved provider will appear.
  3. Q: I have an HMO plan. I see a doctor listed under "My Provider". How did it get there? 
    A: If you are an HMO member, your current primary care physician (PCP) is automatically listed in "My Provider". You can also add additional providers through ProviderSearch.
  4. Q: How many providers can I save in favorites? 
    A: You can save up to 100 in "My Provider".
  5.  Q: My family has multiple PCPs. Will they also be listed under "My Provider"?
    A: Yes, each PCP will be listed under the associated member.
My ID Card
  1. Q: Can I use my Health Net Mobile ID card in place of my real Health Net ID card? 
    A: Your Health Net Mobile ID card provides all the information your physical ID card contains. However, a provider still may wish to see your physical ID card and verify your eligibility.
ProviderSearch
  1. Q: Do I have to log in to use ProviderSearch? 
    A: No, you don't. You can do a Guest Search which doesn't require a login; however, if you do log in, Health Net Mobile has access to your plan information which makes searching a lot faster and easier.
  2. Q: Why is there a special option for urgent care facilities? Won't they show in the results if I do a ProviderSearch? 
    A: Health Net Mobile provides a special "Urgent Care Facilities Only" option so that if you are in an urgent situation, you can quickly find a facility without having to scan through results.
  3. Q: I've turned off Location Services on my iPhone. Can I still do a ProviderSearch? 
    A: Yes. The Location Services setting on your iPhone allows you to pinpoint your current location to do a ProviderSearch. If this function is not enabled, you can still search using the address you have on file with Health Net or by ZIP code.
  4. Q: Can Health Net Mobile give me directions to a provider I have found? 
    A: Yes. After you have identified a provider, you can select the "Directions" button at the bottom of your screen to display directions. Directions will be displayed based on the location entered when you started the search.
  5. Q: How can I see a list of providers versus the map view? 
    A: You can toggle back and forth between the Map and List view by selecting the button in the upper-right corner of the screen.
  6. Q: When I look at the details of a provider, there is a button for "Add to Favorites". What does that do? 
    A: The "Add to Favorites" button allows you to add the provider information to "My Provider" in Health Net Mobile for easy access.

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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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