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UnitedHealthcare

​​​​​​​​​​Frequently ​Asked Questions​

Why should I choose the United Charter plan for my medical ​​care?
With the United Charter Kelsey-Seybold plan, you'll get quality care from leading physicians and premier hospitals. You'll have a concierge level of service available exclusively for Kelsey-Seybold members. When you select United Charter, you are exclusively selecting Kelsey-Seybold physicians and Kelsey-Seybold affiliate specialists to coordinate and deliver your care and treatment. Kelsey-Seybold physicians are your "Doctors for Life" — with local, regional, and national recognition for medical excellence. United Charter offers comprehensive benefits, including physician care, hospitalization, outpatient surgery and treatment, diagnostic services, and preventive care, including exams to diagnose and treat diseases and conditions of the eye. The bottom line — Kelsey-Seybold and UnitedHealthcare are the partners you want for convenient and comprehensive quality care.​

Does the United Charter plan offer all the specialists I need?
The plan includes all Kelsey-Seybold physicians, as well as additional Kelsey-Seybold affiliate specialists. As part of your care coordination, your Kelsey-Seybold physician will guide your treatment and may refer you to a Kelsey-Seybold affiliate specialist. Kelsey-Seybold affiliate specialists — like Kelsey-Seybold physician — are among Houston's top doctors and leading private practitioners.

Do I need a referral to see a specialist with the United Charter plan?
You do not need a referral from your Kelsey-Seybold primary care physician to see a Kelsey-Seybold specialist, including more than 400 doctors in more than 50 medical specialties. However, a referral is required whenever your Kelsey-Seybold physician refers you for care to a non-Kelsey-Seybold physician.

I already see a Kelsey-Seybold doctor. Why should I choose the United Charter plan?
United Charter has many advantages, including affordable co-pays and predictable coinsurance.

If I enroll in United Charter, 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 open 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.

What's included in the United Charter plan?​
Complete access to care, 24/7
 – Choose the Kelsey-Seybold physician you want to see at any of our 19 multispecialty care centers, and make an appointment with no referral required.
  • Contact our 24/7 Contact Center for appointment scheduling.
  • Speak to an expert Kelsey-Seybold nurse whenever you have a concern after-hours; just call 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, and Spring Medical and Diagnostic Center.
  • Access to premier hospitals including, but not limited to, CHI St. Luke's Health —  Texas Medical Center, Sugar Land, The Woodlands, and Pasadena; Texas Heart InstituteHouston Methodist — Sugar Land and Willowbrook; Texas Children's HospitalHCA The Woman's Hospital of Texas; and HCA Clear Lake Regional Medical Center.
  • One-stop care — Kelsey-Seybold's state-of-the-art care centers are located throughout the Greater Houston area and bring primary care, many specialists, lab and X-ray, and on-site pharmacies together for you. 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 is consistently recognized for excellence, with the largest number of physicians in Houston recognized by the National Committee for Quality Assurance (NCQA) for excellence in diabetes care, and heart and stroke care. Kelsey-Seybold Clinic is also recognized by the NCQA as the nation's first accredited Accountable Care Organization.
  • 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).​

Is emergency room (ER) care included in the United Charter Kelsey-Seybold Plan?
Yes, emergency room (ER) services are covered. If you have a medical emergency, go to the nearest medical facility offering emergency care. You should notify your Kelsey-Seybold physician as soon as possible.

Do any Kelsey-Seybold Clinic locations have Saturday appointments?
Saturday sick-care appointments between 9 a.m. and 2 p.m. are available for children and adults at four locations: Tanglewood Clinic near the Galleria; Spring Medical and Diagnostic Center; Clear Lake Clinic in the Bay Area; and Fort Bend Medical and Diagnostic Center in Sugar Land. Our Katy Clinic offers Saturday appointments for well-child care as well as sick care. For appointments, call 713-442-KIDS (5437).

What happens when I need to go to the hospital?
Hospital access includes all facilities currently part of the UnitedHealthcare Choice Plus network, except The University of Texas MD Anderson Cancer Center. Should you receive a rare or advanced cancer diagnosis, we can coordinate your care with an appropriate cancer center or treatment program that offers the best outcome for your personal situation.

What kind of medical specialists does Kelsey-Seybold Clinic offer?
Kelsey-Seybold Clinic provides comprehensive primary care and specialty care. You have access to more than 400 physicians with expertise in more than 50 medical specialties. You may see any Kelsey-Seybold physician or specialist at any Kelsey-Seybold location — no referral required. Kelsey-Seybold offers board-certified physicians 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 if I have an emergency and don't have time to call Kelsey-Seybold?
We recommend you call the Kelsey-Seybold 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 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.

If I need to go to an Urgent Care Center, will the visit be covered?
Yes, Urgent Care locations in the Greater Houston area are available to you through the UnitedHealthcare Choice Plus network. View a list of Urgent Care Centers.

Does Kelsey-Seybold have after-hours services?
It is 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 After-Hours services include: The reassurance of our After-Hours Nurse Hotline at 713-442-0000. Call our After-Hours Nurse after regular office hours, on weekends, and on holidays. A Kelsey-Seybold 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. Saturday sick-care appointments for children and adults are available from 9 a.m. to 2 p.m. at Kelsey-Seybold's Clear Lake Clinic in the Bay Area, 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 for a Saturday appointment. Saturday pediatric appointments are available at our Katy Clinic. Whether your child needs a physical or is a little under the weather, call our 24-hour Contact Center at 713-442-KIDS (5437) to schedule an appointment or go to AppointmentsNOW to schedule online. Emergency Room (ER) services are described in your plan document. These include medical, psychiatric, surgical, hospital, and related healthcare services and testing, such as ambulance service, which are required to treat a sudden, unexpected onset of a bodily injury or serious sickness. 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; or poisoning and sudden paralysis or slurred speech.

Where can I get a prescription filled?
You can fill prescriptions at the pharmacy of your choice participating in your prescription benefit plan. You can also get prescriptions filled on-site at many Kelsey-Seybold locations. Learn more about our 15 Kelsey Pharmacy locations and how you can pick up your prescription right where you see your doctor. View a list of our Houston-area pharmacies.

What is the United Charter service area?
Our service area includes Brazoria, Fort Bend, Galveston, Harris, and Montgomery counties. View our Service Area Map.

Will my Social Security number appear on my membership identification card?
No. Each member will be issued a unique identification number.

How long can I keep my children enrolled in the plan?
Generally, your dependent children are eligible to be on the plan until their 26th birthday.

What is MyKelseyOnline?
When you enroll in MyKelseyOnline.com​, you can email your doctor's office and get replies to your healthcare questions. You'll directly schedule appointments with your primary care physician and an ever-expanding list of specialty-care physicians and providers, including Endocrinologists, Rheumatologists, Obstetricians and G​ynecologists, dietitians, and diabetes educators.

How do I go about choosing a primary care physician?
Your primary care physician is your personal physician who will coordinate your healthcare to help you achieve good health. We invite you to review our primary care physician bios. You can search by Family Medicine, Internal Medicine, or Pediatrics to find a primary care physician who is right for you. Many of our video bios explain the physician's philosophy of care.

How can I make an appointment?
Call our 24/7 Contact Center at 713-442-0000 at any time. 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​ .

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 the pharmacy where last filled.
  • Previous medical records. There are two ways to have your records transferred to Kelsey-Seybold.
    • First, you have the right to request a copy of your medical records from your previous physician(s). You may do so and 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 shot records to the first appointment.
    • Second, 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 to your first appointment. (Note: There is no charge for physician-requested records.) 

What happens if I'm not sure which Kelsey-Seybold primary care physician to choose?
When choosing a primary care physician, you can view biographies and video profiles, search for physicians by specialty at Kelsey-Seybold.com, or call the Kelsey-Seybold Contact Center for assistance, available 24/7 at 713-442-0000. Our goal is to help you make your own choice of a primary care physician. We do not assign a physician to you.

Is there a Kelsey-Seybold Clinic location near me?
Kelsey-Seybold Clinic offers 19 locations throughout the Greater Houston area. Get detailed information and driving instructions to a Kel​sey-Seybold location​.