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Welcome to Aetna Better Health® of West Virginia. You have many tools and resources to help you get the most from your health plan. We want to make it easy to understand and use your benefits. Check the resources in your new member welcome kit. And take your health risk survey to get your personal care plan. When you follow the steps on this page, you’ll set yourself up for success.

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Welcome, members

Keeping up with your health doesn't have to be hard.
 

At Aetna. Better Health, we know

that healthier happens together.
 

We are at your side To make it simple, the Member portal 

and health app help you understand your benefits.
 

It has information for both your physical and mental health.

You can learn all about your plan, benefits from vision

and dental care to medications and maternity care.
 

You can find the Member Portal website for your plan.

In your member handbook.
 

You can also call member services the numbers on the back

of your Member ID card.
 

You can get the Better Health Mobile app

for iPhone or Android.
 

You can use it to manage your health on the go.
 

You will need to create an account to log in 

to access your information.
 

Once logged into the member portal

or member app, you can see your member ID card

or ask for a new one.
 

Change your doctor. Also called your primary care

provider or PCP.
 

Update your contact information.

See your health history, track your goals and more.
 

We believe that your PCP is one

of the most important parts of your healthcare.

Your PCP is a medical provider.
 

They manage your healthcare and health. 

Get all the covered services you need.
 

If you do not choose A PCP, we'll assign one to you.

And remember, you can change your PCP anytime.

Just visit your member portal, member app, 

or call member services.
 

The phone number for member services can be found on the

back of your member ID card.
 

Another way you can take charge of your healthcare is 

by using Our nurse line.
 

Nurses are available 24 hours a day, seven days a week.

They are available to answer your healthcare questions.

The nurse line does not take the place of your PCP. 
 

But if it's late at night

or you can't reach your PCP,

the nurses can help you decide what to do.

To access the nurse Help helpline.
 

Just call member services.

You deserve to be healthy in body and mind.

That includes help with your mental health or substance use.

You may go to any provider in our network.
 

You can get certain mental

and behavioral healthcare services.

Some may require prior approval.
 

Call member services to learn more about your 

behavioral health coverage.
 

You also deserve to be as healthy as you can be.

That's why we offer special benefits

that take care of the whole you.

Our extra benefits.
 

Go beyond our basic healthcare call member services

or visit your plan website 

for more information about your extra benefit

at Aetna Better Health.
 

We're here for you on every step of your health journey

because we know that healthier happens together. 

Welcome, members

We want to make sure you get the most from your health plan. Watch this video to understand the tools and services your plan offers.

Take a health risk survey

Take a health risk survey

We call every new member for a health risk survey. During this call, we’ll ask you some health questions. Why take part in the survey? This will help our care management team understand your health needs. If you need a personal care plan, they can design one based on your answers. They’ll also share the info with your provider and work together to help you stay well.

 

The survey is easy and your answers are private. You can take the survey in your Member Portal. Questions? Call 1-888-348-2922 (TTY: 711).

Boy in blue smiling at laptop

Understand and use your benefits

 

You have many benefits and services that can help you reach your health goals. These include benefits that go beyond your standard health coverage, like: 
 

  • Rewards for healthy actions 
  • A no-cost smartphone 

These extras and more are here for you. So make sure you know all about them. 

 

Medicaid benefits 

 

CHIP benefits

 

Mountain Health Promise benefits

Use your Member Portal

Older woman and man looking at laptop

Use your Member Portal

When you log in or create an account on your Member Portal, you can do so much more with your health plan, like:
 

  • Search for or change providers 
  • Find your digital member ID card with the name of your primary care provider (PCP) 
  • Replace your lost or stolen member ID card  
  • Manage your plan benefits and health goals from anywhere 
  • Send secure messages if you have questions   
  • Ask for forms 
  • Get info about health conditions 

Member Portal

 

Get the mobile app

You can also get the Aetna Better Health mobile app for iPhone® or Android™ to manage your health on the go. Get to your Member Portal, anytime, anywhere. 

 

Never lose your member ID card

 

You can also use the app to get a digital version of your member ID card. That way, you’ll never have to worry about losing it.

Find providers

Find providers

Learn how to get quality care and services close to home. You have a variety of providers to choose from. You can find providers of all kinds, from your PCP to your dentist or specialist. It’s all inside your provider directory (PDF or online). Our provider search tool makes it easy for you to find providers in our network. 


Choose your PCP
 

Your PCP is the primary care provider who will manage your main health care. That’s why you’ll want to choose a PCP who can best meet your personal needs. If you don’t choose a PCP, we’ll assign one to you. And remember, you can change your PCP anytime. It’s easy to change. Just visit your Member Portal. Need help finding a provider in our network? Just use the provider search tool. Or call us at 1-888-348-2922 (TTY: 711).

 

Learn more about choosing a PCP

 

Find a provider

Woman in orange looking at doctor

Connect with a provider

Pregnant woman speaking to doctor on ipad

Connect with a provider

Are you due for your yearly checkup? New members should see their PCP within 45 days (30 days for Mountain Health Promise members) of enrolling with Aetna Better Health. This helps your PCP understand your current health care needs. 

 

And remember, you don’t have to wait until you’re sick to see your PCP. Regular checkups can help keep you and your family healthy. There’s no extra cost for preventive care. Even better, you can get rewards for completing certain steps, like regular checkups and health screenings.

 

Ready to start? Schedule your PCP visit today. Just call 1-888-348-2922 (TTY: 711).

 

Check these articles for topics about preventive care:


Doctor appointments
 
Your child's health
Women's health
 
Well-child visits
Men's health
 
 

Explore other health and wellness perks

Explore other health and wellness perks

Health coaching
 

Want to make healthy changes in your life, but need some extra support? The MyActiveHealthSM website can help you: 

 

  • Set health goals based on what you want to achieve
  • Get coaching on fun, new ways to improve your health
  • Find your health info and numbers 
  • Connect any fitness devices you have and track your progress

Get started with health coaching

 

Health and wellness library

 

You can take even more steps toward a healthy you and a healthy family. Just visit the health and wellness library. You’ll find articles about everything from Medicaid renewal to choosing urgent care or emergency room visits.  

Get involved

 

Want to play a more active role in your health care? Or help make progress in your community? Think about joining the Member Advisory Committee (MAC).
 

We value your ideas. Call us at 1-888-348-2922 (TTY: 711) to learn more. You can make a real difference when you take part. 

 

Get involved

 

Don’t lose your benefits

 

Keep your info up to date

 

You must renew your Medicaid coverage every year to keep your benefits and services.  

 

You’ll also want to keep your info up to date. This allows us to contact you about your plan. The info may include your: 

 

  • Address 
  • Employment status  
  • Other details

Learn how to renew

Learn about emergencies and non-emergencies

You’ll only need emergency care if you think your health is in serious danger. 


Emergencies may include:

 

  • Severe pain
  • Serious injury
  • Sudden illness
  • Illness that is quickly getting much worse
  • Heavy bleeding that doesn’t stop, especially if you’re pregnant

24-Hour Nurse Line

 

If it’s not an emergency, but you need health advice, call us at 1-855-200-5975 (TTY: 711). Then, choose the option for the 24-Hour Nurse Line.

 

Urgent care

 

Urgent care is a great option if it’s not an emergency and you can’t see your PCP. Many centers open early and stay open late seven days a week. They may also have shorter wait times than an ER visit. 

 

Find urgent care 

 

Check out some of these articles to learn more about getting the right care at the right time:

 

is it an emergency?

 

Where to go for quick medical care

Call 911 or go to the nearest hospital if you have a life-threatening illness or injury and need help right away. We cover ambulance rides for emergencies. You can also use any hospital for emergency care, even if it isn’t in our network. Just show your member ID card. 

No matter what time of day, you’re not alone. We have resources in place to help you in a crisis or mental health emergency. This includes thoughts of harming yourself or others. 
 

Here are some options for help:
 

 

Legal notices

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