Providence non-discrimination & communication assistance

Discrimination is against the law. Providence Health Plan and Providence Health Assurance (“Providence”) does not discriminate or treat people unfairly based on:

• Age
• Gender identity
• Religion
• Color
• Language proficiency
• Sex
• Disability
• Race
• Pregnancy
• National origin
• Sexual orientation

Providence Health Plan respects your privacy rights. This includes limiting who can access your personal data and how it is used.  Your personal data includes information about your race, ethnicity, language, sexual orientation and gender identity.

Providence Health Plan does not use this information for:

• Decisions about eligibility, benefits, coverage, or policy, except in situations that benefit you.
• Decisions about the cost of services.

Providence Health Plan may use this information for: 

• Understanding your individual needs and the needs of the community.
• Programs intended to improve health and healthcare.
• Sharing your language preferences with your care team.
• Required reports to regulatory or compliance organizations.

You have the following rights:

• To get free help from a qualified language interpreter.
• To get written information in the language you speak.
• To get information in a way you understand, including:
  
  • free help from a qualified sign language interpreter, 
  • written information in large print, audio, Braille, or other formats, or 
  • other reasonable modifications. 

How we protect your privacy and secure your information

Providence Health Plan has policies and procedures in place to ensure the confidentiality of your protected health information (PHI), including information about your race, ethnicity, language, sexual orientation and gender identity. We keep your oral, written and electronic PHI safe using physical, electronic and procedural means. These safeguards follow federal and state laws. Some of the ways we keep your PHI safe include:

• Providence Health Plans employees are educated about the Privacy and Security rules and sign a confidentiality statement upon employment.
• Employees are trained that they may only speak about PHI with those that need to know the information, such as a provider or a supervisor. And that they should not speak about PHI in public spaces, including health plan restrooms or hallways.
• Where appropriate, employees must lock storage areas and filing cabinets.
• Employees are required to securely dispose of written PHI.
• Employees must report any privacy and/or security violations.
• Unique and secured log-in names and passwords are required to access the computer system. In addition, firewalls, encryption and data backup systems are used. To enter the health plan buildings, an ID badge must be used to open the door.
• Our agreements with participating providers contain confidentiality provisions that require these providers to treat your PHI with the same care as Providence Health Plan.
• Our agreements with business associates who perform functions or activities on our behalf require them to appropriately safeguard your PHI with the same care as Providence Health Plan.

Contact the Civil Rights Coordinator at Providence if you:

• Need reasonable modifications, appropriate auxiliary aids and services, or language assistance services,
• Believe Providence failed to provide services and discriminated against you, or 
• Want to file a grievance.

Please contact our Civil Rights Coordinator in one of these ways:

• You can call us from 8 a.m. to 8 p.m. (Pacific Time), 7 days a week
  If you are on a Commercial plan:
  Toll-Free: (800) 878-4445 Oregon: (503) 574-7500
  
  If you are on a Medicare Advantage plan:
  Toll-Free: (800) 603-2340 Oregon: (503) 574-8000
  
  If you are on a Medicaid plan:
  Toll-Free: (800) 898-8174 Oregon: (503) 574-8200
  
  Hearing impaired members may call our TTY line at 711. 
  
  

• You can mail or email us.
  Providence Health Plan and Providence Health Assurance Attn: Civil Rights Coordinator
  PO Box 4158 Portland, OR 97208-4158
  Email: PHPAppealsandGrievances@providence.org
  
  

• You also have a right to file a complaint:
  U.S. Department of Health and Human Services, Office for Civil Rights 
  Web portal: https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf
  Complaint forms: http://www.hhs.gov/ocr/office/file/index.html
  Email: OCRComplaint@hhs.gov
  Phone: 1-800-368-1019, 1-800-537-7697 (TTY: 711)
  Mail: U.S. Department of Health and Human Services200 Independence Avenue SW, Room 509F, HHH Bldg., Washington, DC 20201 

 

Medicaid Members also have a right to file a complaint with the following offices: 

Oregon Health Authority (OHA) Office of Civil Rights 
Web: www.oregon.gov/OHA/EI 
Email: OHA.PublicCivilRights@odhsoha.oregon.gov 
Phone: (844) 882-7889 (TTY: 711)  
Mail: Office of Equity and Inclusion Division, 421 SW Oak St., Suite 750, Portland, OR 97204