Quick Start Guide

Get Your Membership Off to a Quick Start!

Welcome to SCAN!
We know you probably have a few questions about what to do next, so we’ve created this Quick Start Guide to help.

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We're Glad You've Joined Us

Once you receive your SCAN member ID card and your membership takes effect, show your SCAN ID card at the doctor's office, pharmacy and anywhere you receive care or service.

When you get your new member ID card, check to make sure the information is correct.

Example SCAN member ID card.
  1. The name of your SCAN plan
  2. Your SCAN ID number and your name
  3. Your doctor’s name and phone number
  4. The medical group your doctor works with
  5. Your copayment amounts

Your ID card will arrive within the first two weeks of signing up. If it hasn’t arrived or you have a question about the information on the card, call SCAN Member Services.

A digital version of your ID card is available any time in your SCAN online member account—just one good reason to sign up for your account today!

Steps to Follow Before and After Your Membership Starts

Before Your Membership Starts

1. Tell us if you have ongoing care needs, such as a scheduled procedure, are under ongoing care, or use medical equipment ordered by your current doctor. Your SCAN representative may have completed a form with this information when you enrolled. If this care started after you enrolled, please call Member Services at 1-800-559-3500 (TTY: 711) as soon as possible so we can help.

2. Renew your prescriptions for the medications you take every day. Then pick up your refills before your current coverage runs out. This way you’ll have enough medications to last until you connect with your SCAN doctor and plan benefits.

3. Get familiar with our website, explore and bookmark key pages. You can sign up for a SCAN member account here. Once you’re in, set your communication preferences to tells us which materials you want by mail and which by email.

Once Your Membership Begins

1. Schedule a visit with your primary care doctor. Here’s why you may need an appointment sooner rather than later:

  • You see any specialists—your primary care doctor may need to get new authorizations.
  • You take medications marked “PA” on our Formulary. These need to be approved before SCAN will cover them.
  • You have a chronic condition or are under ongoing care.

2. Get your medications at a SCAN pharmacy. SCAN works with most of the large chains and many smaller pharmacies. To get home delivery, you’ll use Express Scripts® Pharmacy.

3. Start using all your SCAN “extras.” Many SCAN members enjoy no-cost extras like:

If You Have Questions

If you have questions about your health, contact your doctor

Whether you’re feeling ill, need a prescription refill or have questions about a referral, your doctor’s office is the place to start. If your medical group has a patient portal, take a few minutes to sign up—it’s an easy way to get answers and information.

If you have questions about your benefits, contact SCAN

Use the Member Services phone number on the back of your ID card.

Our hours of availability are:

  • April 1 – Sept. 30: Monday – Friday, 8 a.m. – 8 p.m.
  • Oct. 1 – March 31: Seven days a week, 8 a.m. – 8 p.m.

New Member FAQs

Below are the most frequently asked questions our Member Services Advocates receive.

For more helpful information, including how to get a referral, use your transportation benefit or find urgent care, please review the tabs above and visit our supplemental benefits page.

Q: How do I get another member ID card?

The fastest and easiest way to request an ID card is right here on our website. You can view, print or email your ID card or order a new one right from your secured account, 24 hours a day. If you haven’t already signed up for an account, sign up here. Of course, you can always call Member Services to order a new ID card.

Q: How can I change my primary care doctor (PCP)?

You can change your primary care doctor—and even your medical group—at any time and for any reason. To do so, just call SCAN Member Services. Once you make the change, you’ll receive a new SCAN ID card with your new doctor’s information.

Q. Is there a list of all the prescription drugs that SCAN covers?

For a complete list of the prescription drugs covered by SCAN, check our formulary page.

Q: When should I use my SCAN online member account?

Once you sign up for your online account, it is available 24 hours a day and has all your plan documents and details. Use it to:

  • View, download or print your plan documents, including your Monthly Summaries and Annual Notice of Change.
  • View, print, email, or ask for a replacement ID Card.
  • Set your communication preferences—tell us what to send you via the mail, email or even text.
  • Securely pay your plan premium (if you have one), or view your payment history.
  • Contact Member Services through secure messaging. Secure messaging is a safe way to send and receive messages from SCAN. Everything in the message is encrypted (protected)—including attachments—so only you and SCAN can read it.

To do all this and more, set up your account or log in here.

Q: What’s the best time to reach Member Services by phone?

We're available: 8 a.m. – 8 p.m.

  • 7 days a week October 1 – March 31
  • Monday – Friday from April 1 – September 30

If your question isn’t urgent, you may want to call later in the week and before 10 a.m. or after 3 p.m., when the phone lines are less busy. Or send us a secure email anytime, through your SCAN member account.

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