Devoted Health Plans

What happens aer someone signs up with Devoted Health? We want switching plans to be easy for new members. So hereʼs how we make sure they know what to expect and feel confident that weʼve got them covered. Days aer Onboarding touch point application is submitted 1 – 3 days Text message: Enrollment confirmation and digital ID card All members who included their mobile number in their application get a text message aer their enrollment is approved. The text includes: ● A link to their digital ID card (and their Devoted Health ID number) ● The name and phone number of their PCP if the member is on an HMO plan 4 – 7 days Text message: Continuity of Care Members get a text message asking if they have continuing care needs, like durable medical equipment or upcoming surgeries. 10 – 14 days Text message: Welcome Kit tracking Members get a text message with the tracking number for their Welcome Kit. 14 – 21 days Mail: Welcome Kit Our 2023 Welcome Kits begin shipping out the first week of November, then are sent regularly aer that. The welcome kit includes: ● A colorful branded rigid mailer package to make sure it stands out ● Member ID Card ● “What To Know About Your Plan” booklet with information about how to use their extra benefits, dental codes if applicable, information on Devoted Medical, and more ● Over-the-Counter (OTC) Catalog ● Magnet with Guide phone and text number, plus our Devoted Medicalʼs Care OnDemand line ● 12-month calendar with important dates and monthly tips about their health and plan benefits

Hereʼs what the Welcome Kit looks like. Aer this initial period, we continue to reach out and anticipate key member needs or possible friction points — helping to ensure a smooth transition. Here are just a few examples: ● We aim tocall 100% of members with transition needsto discuss their care needs, make a plan to transition any medical equipment or upcoming care they might have, and ensure each member feels the Devoted Health love. (We encourage members who have transition needs to call us, too.) ● This year, weʼre running atext message campaign toPPO membersto make sure they understand their planʼs rules and help them anticipate and avoid common issues that may come up when using their out-of-network benefits. ● For members on non-SNP plans with theHealthy Foodsbenefit, we reach out early to help members confirm that they have a qualifying condition so they donʼt run into any delays getting their card and using the benefit. ● Our specializedCommunity Guide teamgoes above andbeyond to help members in need connect with benefit programs and community resources that provide healthy food, affordable housing, and much more.

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How can members contact our Guide team? Our members can call or text us. Weʼre here to help! Call us at 1-800-338-6833 (TTY 711). ● From October to March, Guides are here 8am to 8pm, 7 days a week (from April to September, 8am to 8pm, Monday to Friday). ● All our member-facing customer service is located in the United States. ● The service team, called Guides, answers more than 80% of calls in 30 seconds or less. ● We donʼt reward our Guides for having shorter “handle times” on calls — so they actually take the time to solve membersʼ problems. 91% of membersʼ issues are resolved the same day. Text us at 866-85. ● Our Digital Guides are real people with the same training as the Guides who answer the phone, and they reply to every text message (in English and Spanish). ● We can handle many common questions or requests entirely by text. If a memberʼs question requires a more detailed answer via phone call, our Guides will let them know. ● Our member materials include handy “keywords” for common requests — for example, members can textOTC2023and weʼll send alink to a digital OTC catalog, and help them order a new paper catalog if they need one. ● Here are a few examples of things members text us about: ○ Can you help me find a dentist? ○ How do I use my OTC benefit? ○ Can you switch my PCP please? ○ How does my dental plan work? ○ What are Wellness Bucks? ○ Can you send me a list of doctors in my area? ○ Can you help me find a gym that takes Silver Sneakers? ○ How can I fill out a reimbursement online? ○ Where can I shop with my Healthy Foods card? ● We have a flyer about our Digital Guide program that you can use when speaking with members or prospects — go to ourmarketing portaland search “Guide” in the search bar.