FAQs for Agents

How can I help my client pick a Primary Care Physician?

You can log in to our website www.patientphysiciancoop.com and click on the tab labeled “Physician Information”. Then, scroll down and click on “Primary Care Physician Directory” and that will direct you to a page with all of the physician’s photos and their location. If the doctor's name is underlined they have other locations available. If you can't access the list for any reason or if you need specific information about the doctor's office please contact customer service.

How can I get set up on Basecamp?

To have an account set up on basecamp for direct communications please contact our account administrator. You may contact Ella Chen with your request by email: ycchenella@gmail.com or by phone: 281-689-2605 ext. 1010.

Where can I find new changes/updates?

All you have to do is log in to our website www.patientphysiciancoop.com and click on Updates and Changes and print the information that you need.

How do I submit post a message, an application, or include an attachment on Base Camp?

First log in to basecamp with your username and password. Second, click on “New message” towards the top of the page (it is in red). You will then be redirected to “Post a new message”.

1.  If the message is for a new member application please title the message new member and enter the members name. (Example: new member-John Doe)

2.  In the message box please write a brief message or any specific instructions for processing the app.

3.  Look for the words “Attach files” (there is a paper clip right next to it). Click the gray box that says “Browse...” and a window of your computer files will pop up.

4.  Please select the file that you would like to upload by double clicking. (If you need to load more than one file repeat step 3 and 4)

5.  Look for the section “Subscribe people to receive email notifications” and select your name as well as any other agent that may need to be notified. Please also select Crystal Chacon and Ella Chen. This will send a direct email notification to each of the names selected.

6.  Finally, if you're all done click the gray button “Post this message” If you have any questions please contact Crystal Chacon by email: crysichaconppc@gmail.com or by phone 281-689-2605 ext. 1011.

How do I fill out a PPC Application?

The PPC application must be filled out completely. If there are any sections that don’t apply to the member please write N/A to distinguish from any information that may be missing. These simple steps could make a big difference in the time frame that your application is processed. All the information must be printed clearly and legibly. If you have other questions that are not answered in the FAQs please contact member services for additional help.

What is the most commonly missed information on submitted applications?

It is extremely important to fill out a member’s application completely to avoid a delay in processing. It would be very beneficial for you to contact customer service if you have any question. Please do not leave any information blank on the application. Please click on this link for an application check list.

The most missed section or question is:
the primary care physician’s name (on the front and back)
does the member use tobacco
the billing day
the diagnostic imaging facility(on the back page)
informing the member of the $20 one time policy fee for New Era
signatures on the front and back page

What is the waiting period for the PPC plans?

The member’s primary care plan can start as soon as the member receives his membership card and the payment is deducted. In special circumstances the member can use it before receiving the membership card and after payment has been received. If there is a need for special or immediate attention please contact customer service.

What if my client is pregnant? Are there certain guidelines or waiting periods for my customer?

If the customer is considering choosing the group policy from New Era there will be a 270 day waiting period from the effective date of the policy. If they choose a primary care plan they will be charged the Medicare rates in our fee schedule for all services outside of the primary care offices.

Can my client have lab work completed at their primary care physician’s office or from the specialist they have chosen to see?

Yes, but it depends on the doctor. As long as the doctor draws the blood and has a draw station set up for our exclusive partner, Clinical Pathology Laboratories (CPL) it is possible. Some doctors don’t draw the blood in their office and they will give you a lab requisition for CPL. The member then goes to one of CPL’s nearest locations and they must show their membership ID card.