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NOV Houston HMO Plan

Frequently Asked Questions

Member Information

How long can my children be enrolled in the plan?

Generally, your dependent children are eligible to be on the plan until their 26th birthday.

I have a college student attending school outside of Houston. Will my child be covered under the NOV Houston HMO Plan?

Yes, college students can be covered under the plan. College students have nationwide emergency care coverage. For routine care, they will see their Kelsey-Seybold physicians, with care options including in-person and Video Visits. They must see Kelsey-Seybold doctors for all nonemergency and routine care.

What if I’m not currently using a Kelsey-Seybold physician and I’m undergoing radiation oncology treatment or pregnant?

You may be eligible to continue to receive medical coverage through Transition of Care or Continuity of Care with either your current non-Kelsey-Seybold provider or with a Kelsey-Seybold Affiliate Specialist. You will need to complete a Transition of Care Form within 60 days of the date of our effective plan coverage.

What is Continuity of Care?

Patients currently undergoing active treatment for a particular medical condition (for example, in at least their 24th week of pregnancy, undergoing chemotherapy or radiation oncology treatment, or in the immediate post-operative period) may be approved for Continuity of Care coverage. This means the patient will receive ongoing care for a particular medical condition at the in-network level of coverage. With your current provider, you will need to complete a Transition of Care Form within 60 days of the date of our effective plan coverage.

What is MyKelseyOnline?

When you enroll in MyKelseyOnline.com, you can email your doctor’s office and get replies to your healthcare questions. You can also directly schedule appointments with your primary care physician and an expanding list of specialty care physicians and providers, including endocrinologists, rheumatologists, obstetricians and gynecologists, dietitians, and diabetes educators.

What is the NOV Houston HMO Plan service area?

Our service area includes Brazoria, Fort Bend, Galveston, Harris, Liberty, Montgomery, Waller, and other surrounding counties.

Will my Social Security number appear on my membership identification card?

No, each member will be issued a unique identification number.


Plan Benefits

What if I have an emergency?

If you’re experiencing a life- or limb-threatening emergency, call 911 or seek care immediately at an emergency center. If you’re experiencing a situation after hours that isn’t life- or limb-threatening, we recommend that you call Kelsey-Seybold’s After-Hours Nurse Hotline at (713) 442-0000. Our After-Hours Nurses can access your secure electronic medical record and page your physician if necessary. You can call our Kelsey-Seybold After-Hours Nurse Hotline at any time after normal business hours to ask questions or discuss concerns regarding symptoms or illnesses you or a family member may be experiencing.

Does Kelsey-Seybold have Saturday appointments?

Yes, Saturday sick-care appointments are available between 9 a.m. and 2 p.m. for children and adults at four locations: Tanglewood Clinic near Memorial and the Galleria; Spring Medical and Diagnostic Center; Clear Lake Clinic in Webster; and Fort Bend Medical and Diagnostic Center in Sugar Land. You’ll also have access to convenient Video Visits with Kelsey-Seybold providers, available until 9 p.m. weekdays and until 4 p.m. weekends and holidays.

Does Kelsey-Seybold Clinic have after-hours services?

It’s important to get the care you need when you need it. Kelsey-Seybold offers resources to help guide you to the right care for you and your family. Our Kelsey-Seybold after-hours services include:

  • The reassurance of our After-Hours Nurse Hotline at (713) 442-0000. Call our After-Hours Nurses after regular office hours on weeknights, weekends, and holidays. A Kelsey-Seybold After-Hours Nurse will answer your questions, page your physician if necessary, and schedule needed appointments. If a situation seems life threatening, take immediate action and call 911.
  • Convenient Video Visits with Kelsey-Seybold providers. Video Visits are available until 9 p.m. weekdays, and until 4 p.m. weekends and holidays.
  • Saturday Sick-Care Appointments for children and adults. Available from 9 a.m. to 2 p.m. at Kelsey-Seybold’s Clear Lake Clinic in Webster; Tanglewood Clinic near the Galleria, Spring Medical and Diagnostic Center in the FM 1960 area, and Fort Bend Medical and Diagnostic Center in Sugar Land. Call our 24-hour Contact Center at (713) 442-0000 after 5 p.m. on Friday or Saturday morning to schedule a Saturday appointment.
If I need to go to an urgent care center, will the visit be covered?

Yes, several urgent care locations in the Greater Houston area are available to you through Blue Cross Blue Shield of Texas (BCBSTX). Call (855) 212-1613 or go to (bcbstx.com) to find a network urgent care center.

Is emergency room (ER) care included in my NOV Houston HMO Plan?

Yes, emergency room services are covered. If you have a medical emergency, you should go to the nearest medical facility offering emergency care. (You should notify your Kelsey-Seybold physician as soon as possible.) Examples of emergency situations include uncontrolled bleeding, seizures or loss of consciousness, shortness of breath, chest pains or severe squeezing sensations in the chest, suspected overdose of medication, poisoning, and sudden paralysis or slurred speech.

Will I have access to virtual health with the NOV Houston HMO Plan?

Yes. As a NOV Houston HMO Plan member, you’ll have multiple options for virtual care. First, you can access Kelsey-Seybold primary care physicians and specialists via Video Visits. Video visits can be scheduled online using the patient portal, MyKelseyOnline.com, or by telephone 24/7 at (713) 442-0000. The copayment is the same as your primary care or specialty care copayment. Video Visits are available weekdays until 9 p.m. and weekends until 4 p.m.

As a plan member, you’ll also have access to E-visits via MyKelseyOnline.com. E-visits are $15 and are available for over 50 common conditions.

Finally, you will have access to MDLive as a member of Blue Cross Blue Shield of Texas (BCBSTX) (bcbstx.com). Please refer to your plan documents or the BCBSTX website to learn more about this benefit.

What happens when I need to go to the hospital?

The NOV Houston HMO Plan partners with premier hospitals in the Texas Medical Center and multiple hospital systems throughout the Greater Houston area. A partial list of our hospital network includes:

  • St. Luke's Health System, including Baylor St. Luke's Medical Center in the Texas Medical Center, St. Luke’s Sugar Land Hospital, St. Luke’s The Woodlands Hospital, and St. Luke’s Patients Medical Center
  • Texas Children's Hospital
  • HCA Houston Healthcare Clear Lake
  • The Woman’s Hospital of Texas
What is the NOV Houston HMO Plan Concierge?

To make your healthcare experience with the NOV Houston HMO Plan as hassle-free as possible, we offer a complimentary concierge service that is available exclusively to NOV Houston HMO Plan members.

Call the NOV Houston HMO Plan Concierge at (713) 442-8977, 8 a.m. – 5 p.m., Monday through Friday. Here are just some of the services provided by your NOV Houston HMO Plan Concierge:

  • Personalized assistance in scheduling appointments and selecting physicians
  • Assistance in finding nearby clinic locations
  • Expert guidance regarding specific services available at each clinic location
  • Resolution of complex billing and eligibility issues
  • Expert help resolving your questions and concerns regarding the NOV Houston HMO Plan. Call (713) 442-8977 for more information.
What kind of medical specialists does Kelsey-Seybold Clinic have?

Kelsey-Seybold Clinic provides comprehensive primary care and specialty care. You have access to more than 500 physicians with expertise in more than 55 medical specialties. You may see any Kelsey-Seybold physician or specialist at any Kelsey-Seybold location — no referral required. Kelsey-Seybold offers board-certified specialists trained in Family Medicine, Internal Medicine, and medical specialties, including Cardiology, Obstetrics and Gynecology (OB/GYN), Ear, Nose, and Throat (ENT), Endocrinology, Gastroenterology, Urology, Orthopedics and Sports Medicine, Dermatology, Rheumatology, Allergy and Immunology, Pediatrics, General Surgery, Reconstructive Breast Surgery, and many others.

What’s included when I choose Kelsey-Seybold in the NOV Houston HMO Plan?
  • 24/7 Access to Care — Choose the Kelsey-Seybold physician you want to see at any of our 27 multispecialty care centers and make an appointment with no referral required. Call our 24/7 Contact Center at (713) 442-0000 for appointment scheduling. Speak to an expert Kelsey-Seybold After-Hours nurse whenever you have a concern after hours by calling the After-Hours Nurse Hotline at (713) 442-0000. Make appointments for sick care at four locations on Saturdays: Our Tanglewood Clinic near the Galleria, Fort Bend Medical and Diagnostic Center, Clear Lake Clinic in Webster, and Spring Medical and Diagnostic Center. Call (713) 442-0000 after 5 p.m. on Friday to schedule.
  • Access to 7,200+ Medical Specialists and Premier Hospitals — These include St. Luke’s Health — Texas Medical Center, SugarLand, and The Woodlands; The Texas Heart Institute; The Woman’s Hospital of Texas; Texas Children’s Hospital; Houston Methodist – SugarLand and Willowbrook; and HCA Houston Healthcare Clear Lake.
  • One-Stop Care — With the NOV Houston HMO Plan, you have access to state-of-the-art care centers located throughout the Greater Houston area. At many of our locations, you can see your doctor, have lab work or an X-ray in the same building, and pick up a prescription before you go home. We offer advanced imaging (MRI, CT, PET, digital mammography, bone densitometry) and outpatient surgery on a scheduled basis.
  • Secure Online Access to Your Physician — Join MyKelseyOnline to securely view your lab results and email your physician’s office with questions and follow-ups.
  • Our Reputation for Excellence — Kelsey-Seybold Clinic is consistently recognized for excellence, with the most physicians in Houston recognized by the National Committee for Quality Assurance (NCQA) for excellence in diabetes care and heart and stroke care. Kelsey-Seybold has also been recognized by the NCQA as the nation’s first accredited Accountable Care Organization (ACO).
  • Coordinated Care — Ever wish your physicians talked to each other? Kelsey-Seybold physicians are experts on coordination and collaboration. We know that coordinated care is the key to superior care. Your secure medical information is always available to your Kelsey-Seybold physicians through our state-of-the-art electronic medical record (EMR).
  • NOV Houston HMO Plan Concierge — This exclusive service for NOV Houston HMO Plan members provides personalized assistance in scheduling appointments and selecting physicians. Call the Kelsey-Seybold Concierge at (713) 442-8977, 8 a.m. to 5 p.m., Monday through Friday.
Where can I get a prescription filled?

Members may choose any pharmacy available under your pharmacy benefit network through CVS Caremark. The network includes the Kelsey Pharmacy. You can get prescriptions filled on-site at many of our locations. Learn more about our 17 Kelsey Pharmacy locations and then pick up your prescription right where you see your doctor.


Scheduling Your Appointment

How can I make an appointment?

Call our 24/7 Contact Center at (713) 442-0000. You can also request and schedule appointments online through MyKelseyOnline.com, your secure online connection to your Kelsey-Seybold physicians.

To schedule a pediatric appointment, call (713) 442-KIDS (5437) or schedule online with AppointmentsNOW or MyKelseyOnline.com.

For assistance in finding doctors and scheduling appointments, call your Kelsey-Seybold Concierge at (713) 442-8977, 8 a.m. to 5 p.m., Monday through Friday.

Is there a Kelsey-Seybold Clinic location near me?

Kelsey-Seybold Clinic offers 27 locations (and growing) throughout the Greater Houston area. For personalized assistance in finding a location close to you, call your Kelsey-Seybold Concierge at (713) 442-8977. For detailed information and driving instructions to a Kelsey-Seybold location, click here.

What do I need to bring to my first appointment?

For your first visit, we suggest bringing:

  • A list of your current medications. Bring your prescription bottles or a written list. If you bring in a list of your medications, be sure to include the name of the medication, dosage, and pharmacy where last filled.
  • Previous medical records. There are two ways to have your records transferred to Kelsey-Seybold.
    • First, a Kelsey-Seybold physician can request your medical records from your previous physician(s). Download Kelsey-Seybold’s Authorization for Release of Healthcare Information form. Please complete this form, sign it, and bring it to your first appointment. (Note: There is no charge for physician-requested records.)
    • Second, you have the right to request a copy of your medical records from your previous physician(s). Bring the records to your first Kelsey-Seybold appointment. (Note: You may be asked to pay for copies of your records.) For pediatric patients, parents should bring a copy of their child’s immunization records to the first appointment.
What happens if I’m not sure which Kelsey-Seybold primary care physician to choose?

You will be required to choose a Kelsey-Seybold physician to access care at Kelsey-Seybold under the NOV Houston HMO Plan. However, this choice simply allows you access into the Kelsey-Seybold open access system. We encourage you to choose a Kelsey-Seybold primary care physician (PCP) as your personal physician, from our wide range of Internal Medicine and Family Medicine physicians in the Greater Houston area. You will personally choose a pediatrician for your children. No PCP is ever “assigned” to you by Kelsey-Seybold. You can see any primary care or specialty physician at Kelsey-Seybold at any time. You never need to call to change your PCP selection with Blue Cross Blue Shield of Texas (BCBSTX) or Kelsey-Seybold. Simply make an appointment with a Kelsey-Seybold physician of your choice.

The name of the physician you choose will appear on your ID card. But, again, this does not mean you cannot see any Kelsey-Seybold physician at any time. There are many services available to help you choose a primary care physician:

Our goal is to help you make your own choice of a primary care physician.

Does the NOV Houston HMO Plan offer all the specialists I need?

The NOV Houston HMO Plan physicians include all Kelsey-Seybold physicians, as well as more than 7,200 NOV Houston HMO Plan affiliate specialists. As part of your care coordination, your Kelsey-Seybold physician will guide your treatment and may refer you to a NOV Houston HMO Plan affiliate specialist. NOV Houston HMO Plan affiliate specialists, like Kelsey-Seybold physicians and specialists, are among Houston’s top doctors and include physicians from the Texas Heart Institute, Baylor College of Medicine, UTHealth, and leading private practices.

If I enroll in the NOV Houston HMO Plan, can I withdraw from the plan before the next annual enrollment period?

If you were to withdraw, you would not be covered until the next annual enrollment. Your enrollment election is a one-time annual election and may not be changed during the plan year. The only exception to this restriction occurs if you experience a qualifying event. Qualifying events include, but are not limited to, marriage, birth of a child, or change in employment status. Please contact the NOV Benefits Service Center at (877) 668-2363 or visit NOV Benefits (usbenefits.nov.com) for information on how to enroll or withdraw from benefits.

Do I need a referral to see a specialist with the NOV Houston HMO Plan?

You do not need a referral to see a Kelsey-Seybold specialist, including more than 500 doctors in more than 55 medical specialties. However, you do need a referral from your Kelsey-Seybold physician to see a NOV Houston HMO Plan affiliate specialist.

I already see a Kelsey-Seybold doctor. Why should I choose the NOV Houston HMO Plan?

The NOV Houston HMO Plan has many advantages, including lower premiums, affordable co-pays, and predictable coinsurance. When you pick a Kelsey-Seybold PCP in the NOV Houston HMO Plan, you will become a member of Kelsey-Seybold. You will be joining the Kelsey-Seybold Exclusive Provider Organization, offering you a choice in selecting your doctors from more than 500 Kelsey-Seybold physicians and the quality and national reputation of Kelsey-Seybold. You will enjoy greater value, exclusive providers, an affiliated network of 7,200 top specialists also available through care coordination by your Kelsey doctors, and an exclusive Concierge service to take care of your questions and needs. Further, you will benefit from having your care coordinated by a physician and access to specialized programs not available to patients that access Kelsey-Seybold through a PPO network plan.

Why should I choose the NOV Houston HMO Plan and Kelsey-Seybold Clinic for my medical care?

With the NOV Houston HMO Plan, you’ll get quality care from leading physicians and premier hospitals. You’ll also have predictable copays and a concierge level of service available exclusively for NOV Houston HMO Plan members.

When you select the NOV Houston HMO Plan, you are exclusively selecting Kelsey-Seybold physicians and Kelsey-Seybold HMO Plan affiliate specialists to coordinate and deliver your care and treatment. Kelsey-Seybold physicians are changing the way health cares. With local, regional, and national recognition for medical excellence.

The NOV Houston HMO Plan offers comprehensive benefits, including physician care, hospitalization, outpatient surgery and treatment, diagnostic service, and preventive care, including exams to diagnose and treat diseases and conditions of the eye.

The bottom line — Kelsey-Seybold Clinic and the NOV Houston HMO Plan are the partners you want for convenient and comprehensive quality care.