The Health Care Facilitator (HCF) is here to help faculty and staff, retirees, survivors and their eligible family members to better understand and obtain the full benefits and services available from the UC-sponsored health plans. They are located in the Benefits Offices at all UC campuses, medical centers and the Lawrence Berkeley Laboratory.

Confidentiality

The consultation offered by the Health Care Facilitators is always private and confidential. Health Care Facilitators comply with Health Insurance Portability and Accountability Act (HIPAA) privacy and security laws mandating protection and safeguards for access, use and disclosure of personal health information. Health Care Facilitators follow UC’s Group Insurance Regulations, the terms and conditions of the plan contracts, and Medicare laws and regulations.

Assistance and resolution

The Health Care Facilitator is a knowledgeable counselor who will provide you with confidential one-on-one assistance in resolving health plan issues. There is no charge for the services provided by the Health Care Facilitators.

The Health Care Facilitator can help you to:

  • Understand your UC health plan coverage and patient rights
  • Define your health care issues
  • Navigate the health care system
  • Resolve issues with your doctor, medical group or medical plan carrier
  • Understand how Medicare benefits coordinate with UC-sponsored medical plans

The Health Care Facilitator does not:

  • Provide medical or legal advice
  • Act as a patient care advocate for services/benefits that are not offered by UC’s plans
  • Suggest treatment plans

The Health Care Facilitator can help resolve problems with medical plans (doctors, medical groups or providers) and with other health coverage offered by the dental and vision plans.

If you need help resolving an issue with your UC health plan, call your Health Care Facilitator. The Health Care Facilitator will provide individual guidance, and, if necessary, interact with the medical plan or UCOP Human Resources on your behalf.

The Health Care Facilitator is also available to speak with campus, medical center or laboratory groups about health coverage and/or processes.

At some locations, the Health Care Facilitator provides educational programs about UC’s health plans.

Other sources of help

Before contacting your Health Care Facilitator, here are a few things to do:

  • Contact your medical provider's office. One of the most important relationships is the one you have with your doctor or other health care professional.
  • Contact your medical group. If you are in an HMO such as Kaiser, Health Net Blue & Gold or Western Health Advantage, contact your medical group. Most medical groups have patient assistance departments that can help you find a doctor, resolve billing problems or obtain referrals for services.
  • Contact your health plan. Your health plan has customer service representatives who can answer your questions regarding the plan's benefits.