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A collection of frequently asked questions and helpful topics.

Welcome to InTouch

InTouch lets you access your PacificSource insurance records and learn about your coverage benefits and health resources, online 24 hours a day, through a secure protected website.

Explore the new features InTouch has to offer!

Open, Airy, Easy to Use

  • We know you visit InTouch to get to your information quickly. InTouch has a new open and airy feel to help make the website easier to read, and faster to use.

Mobile-Ready Website

  • InTouch will automatically respond to different screen sizes, reformatting each page so they’re always easy to read and operate on any device, from desktop computers and laptops to tablets and smartphones.
  • Now mobile touch friendly! Less navigating is needed. Just swipe and scroll to view. Buttons and controls are larger and easy to tap, or thumb.
  • InTouch is mobile-ready, whether you’re reviewing EOBs on a tablet in your living room, checking your deductible progress on your smartphone at an office visit, or making a payment on a break.

Mobile Friendly Searches

  • Instead of entering search filters and waiting for results, search pages instantly offer your most recent records to choose from right away. Simply scroll and click/tap the record you need, or you can load more results to keep searching.

Important Data Stands Out

  • The most requested information is now easier to find on any page. Large text, highlighted colors, and elevating key items to the top of the page, help to make important data stand out.

Access All Your Policies with One InTouch Account

  • Do you have dual PacificSource coverage under different Member IDs? Now you can access all your current and past policies with a single InTouch user account. There’s no longer any need to register for InTouch multiple times. One InTouch user account can access all your policy information.
Deductible Progress At a Glance
  • It’s a new year and you’d like to check your deductible progress to see when your policy’s coinsurance begins. Or later in the year, maybe you’d like to see if you’re near your annual out-of-pocket maximum. Now deductibles have their own page, with easy to view progress dials to quickly see where you’re at!

Online EOBs

  • With our new Online Explanation of Benefits page you can read about how we applied your benefits for recent provider visits right on the web page, instead of opening separate EOB statements.

Mobile ID Card

  • Go paperless, with your own PacificSource Mobile ID Card! When you need to present your insurance ID at an office visit, InTouch knows you’re on the go and offers you an electronic Mobile ID card right on your smartphone, with all your policy information up to date.

More Enhancements

  • Check out the new easier to view, What’s Covered page, to learn about your health plan benefits.
  • Covered services that require referrals now have a ‘Referral Required’ flag.
  • A redesigned Payment Center is easy and fast to use.
  • Unread Claims and EOB records get their own ‘New’ Badge.
  • The Healthy Resources page offers you additional free programs also included with your plan benefits.
  • Medicare members can now submit appeal requests right from a specific claim or preauthorization record.
  • When you sign in, InTouch Notifications keep you informed of important topics.
  • On-screen Hints and Frequently Asked Questions offer topics to help make insurance a little easier to learn about.

Your medical provider can request preauthorization from our Health Services Department through InTouch, our secure online portal for members. If your provider will not request preauthorization for you, you may contact us yourself and we will assist in facilitating the process. We use established, science-based criteria to make coverage decisions. In some cases, we may ask for more information or require a second opinion before authorizing coverage.

A preauthorization does not imply that the entire cost of the service will be covered. Your plan’s deductible, coinsurance, and copays will still apply.

Preauthorization determination is for payment purposes only and in no way seeks to influence clinical decisions or dictate treatment options. The ultimate decision to proceed with treatment is to be made by you and your healthcare provider.

Complaints about healthcare coverage or quality of care fall into one of two categories:
  • A grievance is a written complaint submitted by a member (or on the member’s behalf) about the quality of services PacificSource offers. This can include issues such as the availability, delivery, or quality of healthcare services; utilization review decisions; or claims payment, handling, or reimbursement for services. You should file a grievance if you believe that medically necessary care that is covered by your health plan has been denied, reduced, or ended unduly and you want to receive care.
  • An appeal is a written request submitted by a member (or on the member’s behalf) requesting reconsideration of a previous decision we made in the grievance and appeals process.

Participating Providers (also called In-Network Providers) are health care providers that we partner directly with to achieve the best possible benefit value for our members, and are part of our provider network.

Seeing Participating Providers means you will pay lower member out-of-pocket costs and you may have a lower deductible to meet each year.

Depending on the plan you have selected, receiving services from Nonparticipating Providers that are not currently part of our provider network may result in higher copay or coinsurance costs, a higher deductible to meet each year, and, some plans do not include coverage for Nonparticipating Provider services.

Participation status is ‘by plan’, and not an overall status for the provider. A provider may have a participating status with some plans, but nonparticipating status with other plans. As a member, both you and your provider have the obligation to learn about whether your provider is considered participating with your currently enrolled plan, before making a decision to schedule a visit.

You can check your provider’s participation status on the What’s Covered Page, the Deductibles Page, or by selecting Find a Doctor or Find a Dentist under the Tools Menu.

Our participating provider network is all about getting our members the best benefit value possible. If you have a favorite health care provider you would like to see but they are not currently part of our provider network, you can help us grow our network by nominating them to join us.

Do you have dual PacificSource coverage under different Member IDs? Or possibly a previous inactive policy and need to look up past claims?

Now you can access all your current, previous, and even future recently enrolled policies with a single InTouch user account, without the need to register again. Each time you sign in, InTouch automatically looks for all policy records with your Name, Birth date, and Social Security Number.

Select Switch in the Top Menu to see all of your policies.

If a policy is not listed, please Contact Us for assistance.

  • Write to PacificSource, Attn: Grievance Review, PO Box 7068, Springfield, OR 97475-0068;
  • Email lc@pacificsource.com, with “Grievance” as the subject; or
  • Fax your message to (541) 225-3628.

  • Write to PacificSource, Attn: Grievance Review, PO Box 7068, Springfield, OR 97475-0068;
  • Email lc@pacificsource.com, with “Grievance” as the subject; or
  • Fax your message to (541) 225-3628.
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