AlaskaCare Employee News | Quarterly Newsletter | April 2022

Having trouble viewing this email? View it as a Web page.

Link to Facebook  Connect with us on Twitter  Email us


April 2022| #104

Was Your Health Claim Denied? You Have Options

help photo

Planning for your health care needs and anticipated costs can be challenging. When a bill comes in the mail after a visit to the doctor because a service was denied, it may be a surprise. The AlaskaCare health and dental plans provide members with the right to appeal claims and precertification that have been denied in whole or in part.

If your AlaskaCare health plan denies payment for a treatment that you believe should be covered, you have the right to challenge that decision through the appeal process.

Do you need more information about when and how to file an appeal?

Watch the AlaskaCare Appeal Video or visit the AlaskaCare Health & Dental Appeal Guide page on the Division’s website. The page includes frequently asked questions as well as appeal guides and forms for Aetna, Delta Dental of Alaska, and OptumRx.

Hinge Health—Tackle Back and Joint Pain Today!

hinge health photo

AlaskaCare is continuing to partner with Hinge Health to help you conquer your pain and get back to the activities you love. Hinge Health offers innovative digital programs for back and joint pain in simple 15-minute exercise therapy sessions. Sign up here at no cost to you!

Hinge Health has already helped nearly 400 of your AlaskaCare colleagues and their family members address back and joint pain. Here’s what some of them said:

“I had massages prescribed and took anti-inflammatories for short-term relief. I don’t need any of that after months of Hinge Health shoulder work. I’m feeling zero pain!

- Shoulder program participant

“Things are going great! My pain is less, and my flexibility is more. I can get up and down from the floor without it being hard. I could hardly do that at all 1 year ago (post-surgery)! I made it to the top of a steep hill while walking the other day and didn’t complain once. My husband was super proud and impressed that I was able to keep up with him!”

- Knee program participant

If you’re interested in conquering back and joint pain with Hinge Health’s free programs, click here to apply! Hinge Health is available to active employees and dependents age 18+ enrolled in the AlaskaCare Employee Health Plan at no additional cost to you.

Questions? Email or call (855) 902-2777 to get in touch with Hinge Health directly.

Providence Alaska Opens New Clinics in Anchorage and Wasilla

doctors office photo

Providence Medical Group has opened a new primary care clinic in Midtown Anchorage to better serve the community’s health care needs. The clinic is co-located with Providence’s first urgent care clinic in Alaska and a rehabilitative therapy gym.

The clinics offer same-day, quality care to patients of all ages. Primary care appointments are available 7 a.m. - 6 p.m., Monday-Friday, and 8 a.m. - 4:30 p.m. on Saturdays, and urgent care appointments are available 7 a.m. - 7 p.m., Monday-Saturday.

The Providence Midtown clinics are located at 1200 W. Northern Lights Blvd. in the space previously occupied by REI. Click here for more information about the services offered at both clinics.

Providence Alaska also recently opened its newest ExpressCare clinic in Wasilla, bringing care that’s where and when you need it to the Mat-Su Valley. The Wasilla ExpressCare is located at 1861 E. Parks Highway. To schedule a same-day appointment online, visit

Support Resources

Do you have questions about your AlaskaCare health plan or need assistance with your benefits? Here are some helpful resources that can provide you with more information and make navigating through the health care maze easier.

Division of Retirement and Benefits Member Service Center

The Division of Retirement and Benefit’s Member Service Center provides essential support to our membership which includes employees, retirees, and other benefit recipients. We provide education and assistance relating to retirement, medical, and other optional benefits. The Division’s Member Service Center team has comprehensive knowledge of the retirement systems and has dedicated team members that are experts on the AlaskaCare health plans. We are here to answer questions ranging from benefit enrollment for newly hired employees, to application for retirement, to the AlaskaCare health plan and beyond. You can reach us at (907) 465-4460 or toll-free at (800) 821-2251. Hours of operation are Monday through Thursday 8:30 a.m. to 4 p.m., and Friday 8:30 a.m. to 3 p.m., Alaska Time.

Aetna Concierge and Local Offices

An Aetna concierge can help you understand your benefits and give you the tools to make more informed decisions about your health care. A concierge can help you:

  • Locate providers in your area
  • Understand your benefits
  • Plan for upcoming treatments
  • Find out what it would cost to see an in-network doctor versus an out-of-network doctor

Contact the Aetna Concierge at (855) 784-8646.

AlaskaCare members can make an appointment to visit the Aetna local office in Juneau or Anchorage and talk directly with an Aetna representative. To schedule an appointment, contact the Aetna Concierge at (855) 784-8646. The local offices can assist you with questions about:

  • Paper claim submissions
  • Travel precertification
  • Appeals assistance
  • Eligibility issues
  • Help to understand your explanation of benefits
  • Coordination of benefits for multiple plans
  • And more…

Surgery Plus

Are you planning for an upcoming surgery? SurgeryPlus is included in your AlaskaCare benefits and helps you and your family plan and pay for non-emergency surgeries. Scheduling your procedure through SurgeryPlus gives you access to top-quality surgeons of excellence, full dedicated assistance to help you coordinate your care, and special rates to reduce your costs—you only need to pay your deductible, and we’ll cover the rest, including your travel! If you or a dependent needs surgery, start planning with a SurgeryPlus Care Advocate at (855) 715-1680 or online at To learn more about this benefit click here.

Free Nurse Advice Line

You can talk to a nurse when you have health questions. You can call the nurse line 24 hours a day, 7 days a week. Even better, this service is provided at no cost to you. Simply call the nurse line number at (800) 556-1555.

The nurses can be a resource in considering options for care or helping you decide whether you or your dependent needs to visit your doctor, an urgent care facility or the emergency room. The nurse can help you with:

  • Deciding whether to visit a doctor or urgent care center
  • Understanding your symptoms 
  • Managing chronic conditions
  • Learning about treatment options and medical procedures

You can call the nurse line anytime to discuss any health concerns at (800) 556-1555.

Help Finding a Network Provider

Aetna, OptumRx and Delta Dental have nationwide networks of providers that accept your AlaskaCare health plan. If you need help finding a network physician, pharmacy, hospital, or dentist near you that is in the AlaskaCare network, here are some helpful resources.

  • Find a Pharmacist: Use OptumRx's Pharmacy Locator or call OptumRx at (855) 409-6999
  • Find a Doctor: Use Aetna’s DocFind or call the Aetna Concierge at (855) 784-8646
  • Find a Dentist: Use Delta Dental's search tool or call Delta Dental at (855) 718-1768

What Plan Am I in?

Wondering what health plan you are in? Your plan is based on your bargaining unit affiliation. The following employee groups are under AlaskaCare benefits administered by the State. Visit the AlaskaCare webpage for more information.

  • Confidential
  • Correctional Officers
  • Marine Engineers
  • Mt. Edgecumbe Teachers
  • Supervisory Unit
  • Unlicensed Vessel Personnel
  • Employees not covered by collective bargaining (Exempt)

Union Health Trusts and Optional Benefits

The following employee groups are covered by Union Health Trusts and should contact the trust for details and enrollment in health benefits. Please note all trusts except Labor Trades and Crafts are eligible for Optional Benefits administered by the Division and may enroll in those benefits.

  • General Government (GGU)
  • Labor, Trades, and Crafts
  • Public Safety Employees Association
  • Masters, Mates & Pilots

The Divisions Website Gets a New Look!

The Divisions Website Gets a New Look! The Division of Retirement and Benefits is excited to announce that it will be unveiling a redesigned website on May 3, 2022. The new website will have a similar look and feel as the main State of Alaska (SOA) and most SOA department and division websites, with a streamlined layout designed to be easy to use and navigate.

You will find the new Division website at But don't worry, will still work. 

Our team has been working to bring you an improved user experience. Some of the new features include:

  • An interface designed for you, the user. You can access the information you need based on whether you are an employee, a retiree, or an employer.
  • No hidden or buried pages. All the information on the website is available from the drop-down menus at the top of the home page. Quick links and helpful tools are also available from the right-side fly-out menu. Access this menu by clicking the hamburger icon ( ☰ ) on the upper right side of your browser window.
  • No duplicate information. The website contains the same helpful information organized in a way that is easier to find.
  • ADA-accessibility. The State of Alaska and the Division are committed to serving all Alaskans. We use the Web Content Accessibility Guidelines 2.1, Level AA as our guide to make our website more accessible for everyone and our content easy to use and understand. 
  • More responsive design for mobile devices. You should see improved usability on your phone or tablet.

Questions? Contact our Member Service Center toll-free at (800) 821-2251 or in Juneau at (907) 465-4460 or by email at

AlaskaCare Coverage for At Home Over-the-Counter COVID-19 Tests

The federal government recently announced new guidelines for health plan coverage of over-the-counter COVID-19 tests. Effective January 15, 2022, and through the end of the national public health emergency, your AlaskaCare health plan will cover at-home over-the-counter FDA authorized COVID-19 tests, 8 per month per covered person. Depending on where you obtain them, you can either get your tests without having to pay anything upfront, or you will be reimbursed up to $12 per test.

  1. Where can I obtain a test kit at no cost?
    Employee plan members can obtain FDA-authorized COVID-19 test kits at a Rite Aid Pharmacy, Bartell Drugs Pharmacy, Sam's Club Pharmacy, Walmart Pharmacy, and Safeway Pharmacy. There will be no upfront cost and no requirement to submit for reimbursement. Simply go to the pharmacy counter, present your member ID card, and ask to have your OTC at-home COVID-19 test submitted to your plan for coverage.

    If you purchase an over-the-counter COVID-19 test from any other source, you will need to pay for the test upfront, and the plan will reimburse you up to $12 per test. Keep your receipt and submit a claim to OptumRx for reimbursement. You can submit an online claim form here.

  2. How much will I be reimbursed for an at-home over-the-counter COVID-19 test if I purchase the test upfront and then submit a claim for reimbursement?
    You can purchase an FDA-authorized over-the-counter COVID-19 test kit at other stores or online retailers. Keep your purchase receipt(s) to submit to OptumRx for reimbursement. You will be reimbursed for up to 8 tests per covered member, per month without a prescription. AlaskaCare will reimburse you up to $12 per covered test. You can submit an online claim form here.

  3. What if I already bought and paid for at-home over-the-counter COVID-19 tests? Can I still get reimbursement for those?
    The temporary expanded coverage for at-home over-the-counter COVID-19 tests is effective January 15, 2022. If you purchased tests on or after January 15, 2022, you can submit your receipts for reimbursement. You can submit an online claim form here.

  4. Is there a limit to how many tests will be covered?
    Yes. Covered members can get up to 8 individual tests per month. (e.g., a family of 4 would be eligible for 32 tests a month.) Note that tests may be packaged individually or with multiple tests in one package (for example, two tests packaged in one box counts as 2 tests).

  5. Does AlaskaCare cover over-the-counter tests used for employment?

Testing may also be available through non-network pharmacies, at community testing sites, at your school or your health care provider, and at private testing sites.

We Value Your Feedback!


As an employee of the State of Alaska, your input is valued and important. Below, please see a list of ways to contact us with your feedback. Also, a full list of AlaskaCare health plan and partner contact information can be found on our website.

AlaskaCare – Plan Administrator

  • Toll Free: (800) 821-2251
  • In Juneau: (907) 465-4460
  • TDD: (907) 465-2805
  • Fax: (907) 465-3086
  • Email:

Physical Address: 

State Office Building
6th Floor
333 Willoughby Avenue
Juneau, AK 99801

Mailing Address:

State of Alaska
Division of Retirement and Benefits
P.O. Box 110203
Juneau, AK 99811-0203


Health Benefit Contact Information

Division of Retirement and Benefits
Member Services: (907) 465-4460 | Toll-Free: (800) 821-2251

Medical Benefits: Aetna
Member Services: (855) 784-8646

Dental Benefits: Moda/Delta Dental
Member Services: (855) 718-1768

Pharmacy Benefits: OptumRx
Member Services: (855) 409-6999

Health Flexible Spending Accounts (HFSA): PayFlex
Member Services: (800) 416-7053

Surgery Plus
Member Care Advocate: (855) 715-1680

Vision & Audio Benefits: Aetna VSP
Member Services: (855) 784-8646

Member Services: (855) 835-2362