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Member Resources

When you join Viva Medicare, you choose one doctor to be your Primary Care Physician (PCP).

You will use the specialists and hospital associated with your PCP when you need medical care. This is called your Provider System.

The Viva Medicare Provider Systems are listed below. Click on a Provider Directory to see a list of doctors and hospitals who are in that provider system. You may also use the "Provider Search" feature below to search by a doctor's last name or specialty.

Provider Search
Provider Directories

The national Viva Medicare Pharmacy network for Viva Medicare Me, Viva Medicare Plus, Viva Medicare Prime, Viva Medicare Premier, and Viva Medicare Extra Value includes an extensive network of both local pharmacies and national chains.

The national Viva Medicare networks equal or exceed the requirements of the Centers for Medicare & Medicaid Services (CMS) for pharmacy access. Please review the information in the front of the pharmacy directory to learn more about how to fill prescriptions and when you can use an out-of-network pharmacy.

To learn more about Viva Medicare’s pharmacy benefits, view our Pharmacy Benefit Guide.

PHARMACY BENEFIT GUIDE

Formularies (lists of covered drugs) offer members access to both generic and brand name drugs. The formulary includes prescription drugs in every therapeutic class and category. Please review the information in the formulary introduction to learn more about the Viva Medicare Rx drug benefit – including how to ask for an exception if your drug is not on the formulary, has a coverage restriction, or is covered as a non-preferred drug.

NOTE: Look up your medication in the index in the back. Then go to that page number to see the drug's tier. The amount you pay for drugs depends on which Viva Medicare plan you are on. Copays are listed in the front of your formulary.

Each October, all current members who are on a plan that includes Part D coverage are notified that the formulary for the next calendar year is available on our website. Members can find information regarding any mid-year non-maintenance formulary changes to the printed formulary, as well as Prior Authorization and Step Therapy criteria, by looking below or calling Member Services. You can also review your monthly Part D Explanation of Benefits (EOB) to see which of the drugs you are currently taking are coming off the Viva Medicare formulary. If you want the formulary for your plan mailed to you, call Member Services.

Legal Documents

We require you to get prior authorization for certain drugs that are on our formulary. These drugs have a "PA" next to them in the formulary. This means that you will need to get approval from us before you fill these prescriptions or we may not cover the drug. Ask your doctor to complete the form below and submit it for approval before you go to the pharmacy if you need a drug that requires prior authorization.

Online Request for
Medicare Prescription Drug Coverage

If your drug is not on the Drug List or is restricted, here are things you can do:

  • You may be able to get a temporary supply of the drug (only members in certain situations can get a temporary supply). This will give you and your provider time to change to another drug or to file a request to have the drug covered.
  • You can change to another drug.
  • You can request an exception and ask the plan to cover the drug or remove restrictions from the drug.

Under certain circumstances, the plan can offer a temporary supply of a drug to you when your drug is not on the Drug List or when it is restricted in some way. To be eligible for a temporary supply, you must meet one of changes listed in Requirement 1 and one of the situations described in Requirement 2 below:

  1. The change to your drug coverage must be one of the following types of changes:
    • Your drug is no longer on the plan's Drug List, or
    • Your drug is now restricted in some way
  2. You must be in one of the situations described below:
    • For those members who aren't in a long-term care (LTC) facility and were in the plan last year or are new to the plan:

      We will cover a temporary supply of your drug during the first 90 days of the calendar year (current members) or during the first 90 days of your membership (new members). This temporary supply will be for a maximum of 30 days. If your prescription is written for fewer days, we will allow multiple fills to provide up to a maximum of 30 days of medication. The prescription must be filled at a network pharmacy.

    • For those members who reside in a long-term care (LTC) facility and were in the plan last year or are new to the plan:

      We will cover a temporary supply of your drug during the first 90 days of the calendar year (current members) or during the first 90 days of your membership (new members). The total supply will be for a maximum of 91 days and may be up to a 98-day supply. If your prescription is written for fewer days, we will allow multiple fills to provide up to a maximum of 91 days of medication. (Please note that the long-term care pharmacy may provide the drug in smaller amounts at a time to prevent waste.)

    • For those members who have been in the plan for more than 90 days and reside in a long-term care (LTC) facility and need a supply right away:

      We will cover one 31-day supply, or less if your prescription is written for fewer days. This is in addition to the above long-term care transition supply.

    • Current members with unplanned transitions:

      Current members that experience unplanned transitions as a result of a change in treatment settings (e.g., such as moving from a hospital to a long term care facility, to home or to a skilled nursing facility or those leaving a skilled nursing facility) can request a formulary exception to continue their current non-formulary drug. In these situations, the plan will consider allowing a member a one-time temporary or emergency supply so that the member does not experience a coverage lapse while proceeding through the exceptions process.

To ask for a temporary supply, call Member Services at the number on the bottom of this page. During the time when you are getting a temporary supply of a drug, you should talk with your provider to decide what to do when your temporary supply runs out. You can either switch to a different drug covered by the plan or ask the plan to make an exception for you and cover your current drug.

Medication Therapy Management (MTM) is a patient-centered and comprehensive approach to help members understand their medications and use them safely. The Medication Therapy Management (MTM) Program is not a covered benefit of Viva Medicare. Rather, it is a program available, at no additional cost, to members who meet certain criteria. You will be automatically enrolled in the Medication Therapy Management Program if you meet ALL of the following three (3) criteria:

2020 MTM Program Criteria

  1. Take eight (8) or more drugs from the following specific Part D drug classes:

    • Alpha Blockers
    • angiotensin-converting enzyme (ACE) inhibitors
    • angiotensin II receptor blockers (ARBs)
    • antihyperlipidemics
    • antihypertensives
    • beta blockers
    • calcium channel blockers
    • diuretics
    • insulins
    • oral hypoglycemics
    • bisphosphonates
    • digoxin
    • hydralazine
    • nitrates
    • vasodilators
    • abaloparatide
    • calcitonin salmon nasal
    • denosumab
    • romosozumab
    • teriparatide

  2. AND Have three (3) or more of the following long-term health conditions:

    • Osteoporosis
    • Chronic Heart Failure (CHF)
    • Diabetes
    • Hypertension

  3. AND Have an anticipated annual drug spend of at least $4,255 for calendar year 2020

The Viva Medicare MTM Program offers a Comprehensive Medication Review (CMR) for all eligible members either face-to-face or over the phone. Members who meet eligibility requirements will be automatically enrolled and sent an invitation letter welcoming them to the program. After receiving the invitation letter, you will be contacted by a partnering local pharmacy, an MTM call center, or a Viva Medicare pharmacist or other qualified providers to schedule your medication review. A CMR takes about 30 minutes and is usually offered once each year. A specially trained pharmacist or other qualified provider will review your medication history, including prescription and over-the-counter medications, and identify and resolve any medication issues. Confirmed medication-related problems and recommendations may be communicated to your prescriber. Upon completion of the CMR, you will be mailed a Medication Action Plan that provides steps you should take to help you get the best results from your medications and a Personal Medication List that will help you keep track of your medications and how to use them the right way. You may obtain a blank copy of the Personal Medication List by clicking here.

You may choose to disenroll from the MTM Program any time during the year or you may decline individual services without having to disenroll from the program. In addition to the CMR, all MTM eligible members will also receive a Targeted Medication Review (TMR). The pharmacy claims of all members who qualify for MTM will be reviewed every three months to identify any new or persistent drug therapy problems, such as the presence of potential safety problems and/or gaps in care involving adherence to chronic medications and omissions in care. If the TMR analysis identifies any issues, then follow-up intervention opportunities are communicated to your prescriber(s) via fax or mail.

For more information on Viva Health Medicare MTM Program, please contact our member services department at 1-800-633-1542 or 205-918-2067, TTY users call 711. The hours are Monday-Friday, 8 am - 8 pm. From October 1st through March 31st, seven days a week, 8 am - 8 pm.

You can name (appoint) someone to file a (grievance) or appeal for you. This person you name would be your representative. To appoint a representative, complete the appropriate form below and mail (417 20th Street North, Suite 1100, Birmingham, AL 35203) or fax (205-558-7414) it to Member Services.

A coverage decision is a decision we make about your benefits and coverage. You or your doctor can contact us and ask for a coverage decision. You can also ask us for a coverage decision if your doctor refuses to provide/arrange medical care you think you need. To ask for a coverage decision, please call, fax or write Member Services and we will give you an answer in a timely manner. To view contact information please click here. You may contact Medicare to file a complaint by clicking here and by following the instructions on the form.

Whenever you ask for a Part D prescription drug benefit, the first step is called requesting a coverage determination.

If your doctor or pharmacist tells you that a certain prescription drug is not covered, you must contact Member Services if you want to request a coverage determination. When we make a coverage determination, we are making a decision whether or not to provide or pay for a Part D drug and what your share of the cost is for the drug. You have the right to ask us for an "exception," which is a type of coverage determination if you believe you need a drug that is not on our list of covered drugs (formulary), or you believe you should not have to meet prior authorization or other utilization management requirements, or you believe you should get a non-preferred drug at the lower preferred drug copayment. If you request an exception, your physician must provide a statement to support your request.

Viva Medicare's coverage determination and exception request form is below. If we deny your request, we will send you a written decision explaining the reason why your request was denied. We may decide completely or only partly against you. For example, if we deny your request for payment for a Part D drug that you have already received, we may say that we will pay nothing or only part of the amount you requested. If a coverage determination does not give you all that you requested, you have the right to appeal the decision.

You can also request a coverage determination by writing to:

Viva Medicare
Attention: Pharmacy
417 20th Street North
Suite 1100
Birmingham, AL 35203

You can request an expedited coverage determination by calling Member Services at 205-918-2067 in Birmingham or 1-800-633-1542 toll-free. TTY users, please call 711. Regular office hours are from 8 am - 8 pm, Monday through Friday. Extended office hours (Oct. 1 - Mar. 31) are from 8 am - 8 pm, 7 days a week. You can also contact the numbers above for process or status questions.

The Centers for Medicare & Medicaid Services (CMS) sometimes changes the coverage rules that apply to an item or service under Medicare. Such changes may include what benefits and services are covered, what benefits and services are changing, and what Medicare will pay for an item or service. When this happens, CMS issues a National Coverage Determination or NCD. You can view the CMS annual database where all NCDs are posted by year here.

The Viva Medicare Plus (except select counties that have a $28 monthly plan premium) and Me plans have a $0 monthly plan premium. The Viva Medicare Premier plan has a $104 monthly plan premium and the Viva Medicare Prime plan has a $45 monthly plan premium. Members continue to pay the Part B premium to Medicare. Members who enrolled in a Medicare Part D prescription drug benefit after their initial eligibility period may have to pay a late enrollment penalty imposed by Medicare.

The Viva Medicare Select plan has a $0 monthly plan premium. Members continue to pay the Part B premium to Medicare.

If you are a current Viva Medicare member and would like to change to one of our other Viva Medicare plans, complete the Plan Change form below and mail it to the address listed at the bottom of the form. Please be aware that you can change plans only at certain times during the year. Between October 15th and December 7th each year, anyone can change plans. Generally, you may not make changes at other times unless you meet certain special exceptions, such as if you get Extra Help for prescription drugs or qualify for a Medicaid program.

2020 Plan
Selection Form

Some people with Medicare can get extra help with prescription drug costs and their monthly plan premiums. If eligible, your monthly plan premium will generally be lower once you receive extra help from Medicare. Persons eligible for Medicaid, Supplemental Security Income (SSI), or a Medicare Savings Program qualify for the extra help automatically and do not need to apply. All others may apply with the Social Security Administration by mail, by telephone (1-800-772-1213), or at: http://www.socialsecurity.gov.

Applications may also be filed at a local Medicaid office. Medicare Part D will provide a full subsidy with low co-payments to Medicare beneficiaries with incomes up to 135% of the Federal Poverty Level (FPL) and limited resources. Medicare Part D will provide a partial subsidy of premium, deductible, and co-insurance to Medicare beneficiaries with incomes up to 150% of the FPL and limited resources.

In some instances, CMS systems may show that you are not eligible for the low income subsidy (LIS) or extra help even though you are. Viva Medicare is required to accept evidence that you present despite it contradicting the information received from CMS. You can view the Centers for Medicare & Medicaid Services webpage here about the evidence you may submit to show your eligibility for the low-income subsidy (also known as Best Available Evidence).

The table below shows what your monthly premium will be for Viva Medicare Plans if you are currently on LIS. The premiums listed do not include any Part B premium that you may have to pay. The premiums listed in the table are for both medical services and prescription drug benefits.

Viva Medicare Extra Value; Viva Medicare Me; and Viva Medicare Plus - Segment 1

2019 2020
100% $0.00 $0.00
75% $0.00 $0.00
50% $0.00 $0.00
25% $0.00 $0.00

Viva Medicare Plus - Segment 2

2019 2020
100% $0.00 $0.00
75% $7.00 $7.00
50% $14.00 $14.00
25% $21.00 $21.00

Viva Medicare Premier

2019 2020
100% $67.60 $75.30
75% $75.40 $82.50
50% $83.30 $89.70
25% $91.10 $96.80

Viva Medicare Prime

2019 2020
100% $9.60 $16.30
75% $17.40 $23.50
50% $25.30 $30.70
25% $33.10 $37.80
Review Government Programs that Can Help Pay for Health Care

Programs that Can Help Pay for Prescriptions

Our Member Services staff is here to help if you have questions, concerns, or problems. You can reach Member Services at 205-918-2067 in Birmingham or 1-800-633-1542 toll free. TTY users, please call 711. Regular office hours are from 8 am - 8 pm, Monday through Friday. Extended office hours (Oct. 1 - Mar. 31) are from 8 am - 8 pm, 7 days a week. You can also send a fax to us at 205-558-7414 or write us at:

Viva Medicare
417 20th Street North
Suite 1100
Birmingham, AL 35203

Your health and satisfaction are important to us. You can contact Member Services to check the status of a request or to ask questions about our processes. Member Services can also help you make a request for a coverage decision or file a complaint or appeal.

You can get summary information about the complaints (grievances) and appeals we have received. To request this summary information, please call (205-918-2067) fax (205-558-7414) or write Member Services (417 20th Street North, Suite 1100, Birmingham, AL 35203).

Viva Medicare reaches out to our members for many reasons.
We want to help you maintain your health and make sure you’re getting the most out of your benefits.
When you receive a call from Viva Medicare, it will be from one of our nurses, pharmacists, employees, or a trusted vendor. You may also receive an automated call from us. We will do the following things:

  • We will tell you Viva Medicare is calling you
  • We will tell you the reason we are calling you
  • We will provide you with a call back number

When you provide your phone number (cellular or landline) to us, you agree and consent for us to contact you at that phone number for certain health care calls (including voice messages made by an auto-dialer or a pre-recorded voice message). You may cancel (revoke or opt-out of) this consent by contacting our Member Services Department.

Viva Medicare will never ask you for your financial information on these calls. If you want us to contact you in a different way or you are not sure that the call you are receiving is legitimate, you should call Viva Medicare Member Services at 1-800-633-1542 or 205-918-2067 (Monday-Friday, 8am-8pm).

Swipe table to view more.

Why is Viva Calling? Why is it important?

To give information about Health Screenings and services based on your age and/or health.

*A staff member from your PCP’s office may call as well as Viva employees.

We will help set up appointments that you need. In some cases, we may schedule an in-home visit.

The appointments will be for services like an Annual Check Up, Mammogram, Vision Screening, Colon Cancer Screening, Flu Shot, and/or Diabetes tests.

If your PCP is hosting a “Viva Day”, you may be contacted to accept an appointment for your annual physical or, if diabetic, an eye scan.

To review your current medications to make sure you are taking the right medicines in the right way. We will also remind you when it is time to fill your prescriptions.

*CVS/Caremark may call you. They administer the prescription benefits on behalf of Viva Medicare.

We want to make sure that you are getting your medications on time and using them safely. In addition, the Centers for Medicare & Medicaid Services (CMS) requires Viva Medicare to complete medication review activities.

To speak with you about your general health.

We are required to complete a Health Risk Assessment (HRA) on all new members and yearly for many members.

The HRA is a series of questions about your health. It helps us develop a care plan and determine if we have support services that you may need to stay healthy.

To check on you after you’ve been in the hospital or to help you manage a serious health issue.

We want to make sure you are doing well after coming home from the hospital. When we call we may ask about your medications, your doctor’s instructions after discharge, and your follow up appointments.

If you have a serious health condition or multiple chronic conditions, we want to help. We have a variety of different health professionals including nurses and pharmacists to make sure you’re getting the services you need.

To invite you to an event Viva Medicare is hosting.

We hold regular events for our members at our Viva Health Café locations. You can attend events such as healthy cooking classes, exercise classes, bingo, crafts days, and much more.

To ask you about your satisfaction with Viva Medicare and your health status.

*The call could be from The Centers for Medicare & Medicaid Services (CMS) or be an electronic call from Viva Medicare.

Each year CMS selects a sample of our members to ask about their satisfaction with Viva Medicare, our doctors, and other issues that may affect their health and well-being. This helps us address issues and understand how well we are serving you.

We do not know who CMS selects for these member surveys, but the results impact our Star Rating so we appreciate your participation in the surveys if you are asked.

A complaint (grievance) does not involve a coverage decision. You can file a complaint (grievance) if you have any type of problem with Viva Medicare or one of our network providers.

To make a complaint (grievance), please call Member Services (see contact information above). You can also complete the Consumer Affairs form listed below and mail or fax the form to Member Services (see contact information above). Please see Chapter 9 of your Evidence of Coverage for your plan above.

You have the right to contact Medicare and file a complaint about your coverage decision. You may contact Medicare to file your complaint by clicking here and by following the instructions on the form.

While you are a member of our plan, you must continue to get your Medicare covered services through Viva Medicare.

  • You should continue to use the Viva Medicare network of pharmacies to get your prescriptions filled (if you have prescription drug coverage through our plan).
  • If you are hospitalized on the day your membership ends, your hospital stay will usually be covered by Viva Medicare until you are discharged.

You may voluntarily end your membership in Viva Medicare only during certain times of year, known as enrollment periods.

All members have the right to leave the plan during the Annual Enrollment Period (AEP) and during the annual Medicare Open Enrollment Period (OEP).

  • AEP is from October 15th to December 7th

    During this time, you can keep your current coverage with Viva Medicare or make changes to your coverage for the upcoming year. If you make a change during AEP, your coverage will end when your new plan’s coverage begins on January 1st.

  • The OEP is from January 1st to March 31st

    During this time, you can cancel your enrollment with Viva Medicare and make one change to a different plan or switch back to Original Medicare (and join a stand-alone Medicare Prescription Drug Plan). Any changes you make will be effective the first of the month after the plan gets your request.

You generally cannot make other changes during the year unless you meet special exceptions (e.g., you have Medicaid or are eligible for Extra Help, etc.). Please refer to your Evidence of Coverage for more details about these exceptions.

We must end your membership in our plan if any of the following happen:

  • If you do not stay continuously enrolled in Medicare Part A and Part B.
  • If you move out of our service area.
  • If you are away from our service area for more than 6 months.
  • If you become incarcerated (go to prison).
  • If you lie about or withhold information about other insurance you have that provides prescription drug coverage (if you have prescription drug coverage with our plan).
  • If you intentionally give us incorrect information when you enrolled in our plan and that information affects your eligibility for our plan. (We cannot make you leave our plan for this reason unless we get permission from Medicare first.)
  • If you continuously behave in a way that is disruptive and makes it difficult for us to provide medical care for you and other members of our plan. (We cannot make you leave our plan for this reason unless we get permission from Medicare first.)
  • If you let someone else use your membership card to get medical care. (We cannot make you leave our plan for this reason unless we get permission from Medicare first.)
  • If you do not pay the plan premium for 60 days (if you have a plan premium).
  • If you have prescription drug coverage through our plan and are required to pay the extra Part D amount because of your income and you do not pay it, Medicare will disenroll you from our plan and you will lose prescription drug coverage.

We cannot ask you to leave our plan for any reason related to your health. If we end your membership in our plan, we must tell you our reasons in writing. Viva Medicare must also explain how you can make a complaint about our decision to end your membership. Please refer to your Evidence of Coverage for information about how to make a complaint.