A: The level of coverage you select through the Mercer Marketplace is based on the deductible. The plan you select will decide your premiums and the amount of cost-sharing, as well as your plan type and the way you access care.

A: Plans currently offered through the Mercer Marketplace are called Preferred Provider Organizations, or PPOs. These are ideal plans if you want the freedom to manage your own care without referrals. With a PPO, you can get care from any provider, either in- or out-of-network, without a referral – just make an appointment and show your member ID when you check in. For the lowest out-of-pocket cost, be sure to choose an in-network provider.

A: Our dedicated customer service number is 844-405-2158 and the hours are 8 a.m. to 9 p.m. EST Monday through Friday. Another way to reach us is to send us your question and contact information via our Ask CareFirst form and our customer service team will reach out to you.

A: Use the Find a Doctor Tool and select the BluePreferred (BluePreferred) plan to confirm that your providers are in our network.

A: When you see a participating provider, you are free from filing claims. However, if you use a non-participating provider, you may be required to pay all costs at the time of care, and then submit a claim form in order to be reimbursed for covered services.

A: If you get your medications by mail order now, you will need to set up a new mail order account when you move to your new carrier.

• We encourage you to refill your mail order prescription under your current plan before you change plans (if available), or ask your provider to write you a one-month prescription to be filled at a retail pharmacy while the mail order is set up.
• Please be sure to use your new member ID card when purchasing/ordering prescriptions on or after January 1, 2017.

A: You may be eligible for our Continuity of Care process, which allows you or your dependent to receive care from out-of-network providers for up to 90 days. Complete the Continuity of Care form  and submit it to CareFirst to determine if you qualify for this process.

A: Except for medical emergencies, when you should go to the Emergency Room, CareFirst offers the following services:

• First Help – Free 24-hour nurse advice line
  Call anytime to speak with a registered nurse. Nurses can provide you with medical advice and recommend the most appropriate care.
• CloseKnit Virtual Care
  See a doctor 24/7 without and appointment! You can consult with a board-certified doctor when you want on your smartphone, tablet or computer.

A: You can visit any dentist you choose. However, these plans also give you the option to reduce your out-of-pocket expenses by visiting a dentist who participates in our Preferred Provider Network. It’s your choice!

A: Review a glossary of some of our most-used terms.