Please click below for information regarding the services we provide for members.
Please click below for information regarding the services we provide for members.
*IMS provides language assistance, free of charge, in the requested language through bilingual staff or an interpreter.
To request copies of IMS policies and procedures:
During Business Hours: Customer Service Department at 323-800-8283
After-hours: UM Department 1-800-285-6164 (toll free)
Policies will be delivered within five (5) business days from request date.
IMS offers Telecommunications Relay Services (TRS):
TRS permits persons with a hearing or speech disabilities to use the telephone system via a text telephone (TTY). Simply dial 711 to be automatically connected to a TRS operator. It’s fast, functional and free. Dialing 711 can initiate a call from any telephone in the United States, without a seven or ten-digit access number.
Video and Internet-based relay services:
711 dialing access does not work for Video Relay Service (VRS), Internet Protocol (IP) Relay or IP Captioned Telephone Service (IPCTS) Relay calls. Hearing persons initiating a VRS or IP Relay call may do so by calling the provider’s 800 number. IPCTS users should call their party directly and a communications assistant will be automatically connected to the call.
To anonymously report compliance/fraud, waste, abuse concerns:
Compliance Hotline (available 24 hours a day, 7 days a week): 1-844-359-3410
Compliance Fax: 1-323-832-8141
Members and patients have many key rights and important responsibilities. IMS is committed to seeing to your rights respected, and by upholding your responsibilities, you can ensure a satisfying member experience. Members and patients have the right:
These member rights shall apply to any person that has legal responsibility to make healthcare decisions for you. Members also have the right to be represented by parents, guardians, family members or other conservators if they are unable to fully participate in their own treatment decisions.
The Health Insurance Portability and Accountability Act of 1996 (HIPAA) is a federal law requiring the creation of national standards in order to safeguard protected health information (PHI) from being used or disclosed without the member’s knowledge or consent. The HIPAA Privacy, Security, and Breach Notification Rules protect the privacy and security of PHI and provide individuals with certain rights to their health information:
If you have any questions regarding HIPAA, how it impacts you, and your rights please contact us for more information.
English: ATTENTION: If you speak English, language assistance services, free of charge, are available to you. Call 1-866-255-4795 (TTY: 711).
Spanish: ATENCIÓN: Si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1-866-255-4795 (TTY: 711).
Vietnamese: CHÚ Ý: Nếu bạn nói Tiếng Việt, có các dịch vụ hỗ trợ ngôn ngữ miễn phí dành cho bạn. Gọi số 1-866-255-4795 (TTY: 711).
Tagalog: PAUNAWA: Kung nagsasalita ka ng Tagalog, maaari kang gumamit ng mga serbisyo ng tulong sa wika nang walang bayad. Tumawag sa 1-866-255-4795 (TTY: 711).
French: ATTENTION : Si vous parlez français, des services d’aide linguistique vous sont proposés gratuitement. Appelez le 1-866-255-4795 (ATS : 711).
German: ACHTUNG: Wenn Sie Deutsch sprechen, stehen Ihnen kostenlos sprachliche Hilfsdienstleistungen zur Verfügung. Rufnummer: 1-866-255-4795 (TTY: 711).
Korean: 주의: 한국어를 사용하시는 경우, 언어 지원 서비스를 무료로 이용하실 수 있습니다. 1-866-255-4795 (TTY: 711) 번으로 전화해 주십시오.
Russian: ВНИМАНИЕ: Если вы говорите на русском языке, то вам доступны бесплатные услуги перевода. Звоните 1-866-255-4795 (телетайп: (TTY: 711).
ملحوظة: إذا كنت تتحدث اذكر اللغة، فإن خدمات المساعدة اللغوية تتوافر لك بالمجان. اتصل برقم 14795-255-866-1 (رقم هاتف الصم والبكم: (TTY: 711).
Italian: ATTENZIONE: In caso la lingua parlata sia l’italiano, sono disponibili servizi di assistenza linguistica gratuiti. Chiamare il numero 1-866-255-4795 (TTY: 711).
Portuguese: ATENÇÃO: Se fala português, encontram-se disponíveis serviços linguísticos, grátis. Ligue para 1-866-255-4795 (TTY: 711).
Haitian Creole: ATANSYON: Si w pale Kreyòl Ayisyen, gen sèvis èd pou lang ki disponib gratis pou ou. Rele 1-866-255-4795 (TTY: 711).
Polish: UWAGA: Jeżeli mówisz po polsku, możesz skorzystać z bezpłatnej pomocy językowej. Zadzwoń pod numer 1-866-255-4795 (TTY: 711).
Hindi: ध्यान दें: यदि आप हिंदी बोलते हैं तो आपके लिए मुफ्त में भाषा सहायता सेवाएं उपलब्ध हैं। 1-866-255-4795 (TTY: 711) पर कॉल करें।
Japanese: 注意事項：日本語を話される場合、無料の言語支援をご利用いただけます。1-866-255-4795 (TTY: 711) まで、お電話にてご連絡ください。
Armenian: ՈՒՇԱԴՐՈՒԹՅՈՒՆ՝ Եթե խոսում եք հայերեն, ապա ձեզ անվճար կարող են տրամադրվել լեզվական աջակցության ծառայություններ: Զանգահարեք 1-866-255-4795 (TTY (հեռատիպ)՝ 711):
Farsi: 1-866-255-4795 توجه: اگر به زبان فارسی گفتگو می کنید، تسهیلات زبانی بصورت رایگان برای شما تماس بگیرید.- (TTY: 711) فراهم می باشد. با.
Punjabi: ਧਿਆਨ ਦਿਓ: ਜੇ ਤੁਸੀਂ ਪੰਜਾਬੀ ਬੋਲਦੇ ਹੋ, ਤਾਂ ਭਾਸ਼ਾ ਵਿੱਚ ਸਹਾਇਤਾ ਸੇਵਾ ਤੁਹਾਡੇ ਲਈ ਮੁਫਤ ਉਪਲਬਧ ਹੈ। 1-866-255-4795 (TTY: 711) ‘ਤੇ ਕਾਲ ਕਰੋ।
Cambodian: ប្រយ័ត្ន៖ បើសិនជាអ្នកនិយាយ ភាសាខ្មែរ, សេវាជំនួយផ្នែកភាសា ដោយមិនគិតឈ្នួល គឺអាចមានសំរាប់បំរើអ្នក។ ចូរ ទូរស័ព្ទ 1-866-255-4795 (TTY: 711) ។
Hmong: LUS CEEV: Yog tias koj hais lus Hmoob, cov kev pab txog lus, muaj kev pab dawb rau koj. Hu rau 1-866-255-4795 (TTY: 711).
Thai: เรียน: ถ้าคุณพูดภาษาไทยคุณสามารถใช้บริการช่วยเหลือทางภาษาได้ฟรี โทร। -866-255-4795 (TTY: 711).
English: ATTENTION: If you speak English, language assistance services, free of charge, are available to you. Call 1-800-838-8271 (TTY: 711).Spanish: ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1-800-838-8271 (TTY: 711).
Chinese: 注意：如果您使用繁體中文，您可以免費獲得語言援助服務。請致電 1-800-708-5976 (TTY: 711).
CareCar Transportation Benefit
It’s simple, reliable, and safe! Schedule your ride a day in advance and call 1-855-804-3340, TTY 711– available 24 hours a day, 7 days a week. You can also schedule your ride online at www.carecar.co/schedule. Before you schedule, have your Brand New Day Member ID and trip details like pick up and drop off addresses. CareCar will create a profile for you based on any medical conditions or special needs – we take care of the rest!
IN Physicians understands the importance of having transportation and will be providing up to 24 one-way rides per year through CareCar, at no cost to CleverCare members enrolled with IN Physicians only.
It’s simple, reliable, and safe!
Schedule your ride a day in advance and call 1-855-804-3340, TTY 711– available 24 hours a day, 7 days a week. You can also schedule your ride online at www.carecar.co/schedule. Before you schedule, have your IN Physicians/Clevercare Member ID and trip details like pick up and drop off addresses. CareCar will create a profile for you based on any medical conditions or special needs.
For more questions, please refer to your plan Summary of Benefits or call IN Physicians Member Services at 323.800.8283, TTY 711. Hours of Operation are 8AM to 8PM, seven days a week.
Please call 1-800-838-8271 (TTY: 711) and select Extension 4 to set up a transportation appointment with an Imperial Health Plan member services representative.
How to schedule a ride with CareCar:
1.844.743.7179, TTY: 711
24 hours a day, 7 days a week
24 hours Advanced Scheduling is recommended.
For more information, please refer to your plan Summary of Benefits or call Astiva Member Services 1.866.688.9021, TTY 711. Hours of Operation are 8AM to 8PM, seven days a week.
IMS employees who are in a position to review, conduct, or make medical decisions are not influenced by financial incentives, bonuses, or additional compensation relating to the quality of, access to, or utilization of health care services rendered to members. Physician reviewers are not rewarded for issuing denials of coverage. All decisions are reviewed using evidence-based criteria and guidelines, and/or based on the member’s Health Plan’s Evidence of Coverage benefits.
To discuss denials, obtain an appeal, or discuss medical review criteria, please contact our Customer Service Team at 323-800-8283.
Clinical criteria related to a utilization decision is made available to Members, Providers, and the public, and may be requested by contacting the Utilization Management Department. Requests may also be submitted via fax, portal, or by phone request at 323-800-8283. The criteria will be delivered within one (1) business day of the request.
Your experience is important to us! Our website is designed as a tool for you to easily navigate and find the answers you’re looking for. You may also access one of our IMS representatives for fast and friendly assistance.
6119 E Washington Blvd. Suite #201
Commerce, CA 90040
800-285-6164 (toll free)
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