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General Program Information

1. What is the Open Arms Membership Program?
The Open Arms Membership Program offers affordable, preventive, and personalized healthcare services through three membership tiers. It is not an insurance plan, but a service model that provides structured access to primary care and wellness benefits.

2. Who is the program for?

• Tier 1: For individuals seeking essential preventive care and general wellness.

• Tier 2: For those managing stable chronic conditions and seeking proactive wellness support.

• Tier 3: For aging adults, or individuals needing data-driven, concierge-style care.

 

3. What are the costs and benefits of each tier?

• Tier 1 – $25/month: Basic preventive services, labs, 2 in-person visits, unlimited telehealth, 30% off additional services.

• Tier 2 – $50/month: Tier 1 + health coaching, chronic condition labs, quarterly nurse check-ins, priority scheduling.

• Tier 3 – $100/month: Tier 2 + additional primary care visits, additional health coaching, concierge labs(priority lab draws visits or home testing kits.) (On-site visits depend on your location and travel distance), and extended provider appointments. Additional charges may apply.

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4. Are there any exclusions?​

Yes. The following services are not included in the membership:

• Mental health services

• Specialist referrals or procedures

• Vaccinations (including flu, shingles, or COVID-19, etc.)

• Diagnostic screenings (such mammograms and colonoscopies, etc.)

• Testing for Trichomoniasis, Hepatitis A/B/C, or full STD panels

• Emergency room or urgent care visits

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Enrollment & Activation

5. How do I enroll?
By phone or online. Tier selection is required at the time of enrollment.

6. When does my membership begin?
Memberships activates on the 1st of the month.

7. Is there an enrollment or re-enrollment fee?
Yes. There's a $50 annual enrollment fee.

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Service Access & Usage

8. How do I access services like appointments, pharmacy, or the food pantry?

• Appointments: Call or use the online system to schedule.

• Pharmacy: Mail delivery available for eligible prescriptions.

• Food Pantry: Accessible during posted hours; check in at the front desk.

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9. What if I need services outside my tier coverage?
You may receive additional services at a 30% discount off standard rates.

10. What’s included in telehealth?
Telehealth covers common conditions such as cough, cold, flu, seasonal allergies, etc, chronic condition management (with two required in-person visits per year), follow-ups, and medication refills. If you have any questions please consult with your Membership Specialist.

Telehealth is offered Monday–Friday, 9:00am–4:00pm CST.

11. What is not covered by my membership?
This program is not health insurance and/or does program not cover emergency or urgent care, specialist referrals, mental health services, vaccinations, or diagnostic procedures like mammograms and colonoscopies

Medical Necessity & Tier Changes

12. Can I change my tier after enrollment?
Only during annual renewal or if a provider determines a medical necessity. Tier changes outside renewal are limited to the next higher level and must be documented in your health record.

13. What defines a medically necessary tier change or test?
A provider must complete a clinical assessment and standardized form. The request is reviewed by the provider and Membership Program Administrator. Decisions are provided in writing within 10 business days.

14. Are STD-related labs covered?
If initial treatment fails and the provider deems testing medically necessary, lab fees are the patient’s responsibility. However, a 30% membership discount applies. No testing is done without informed consent.

Payment, Suspension & Cancellation

15. When are payments due?
Monthly, unless paid annually in advance. Missing a payment triggers a 5 business day grace period before suspension.

 

16. If I don’t pay my invoice right away, will the fee be adjusted later based on when I pay?
No. Membership fees are prorated based on the date you register, not the date you pay. If you delay payment, the invoice amount will remain the same. If your invoice expires and you reapply later, the fee will be recalculated based on your new registration date.

 

17. What happens if I cancel mid-cycle?
You will retain services until the end of your billing cycle. No refunds or prorated charges are provided.

18. Can I transfer my membership to someone else?
No. Benefits apply only to the enrolled member.

19. What happens if I miss a payment?
Membership will be suspended after a 5 business day grace period. To reactivate, the member must pay the remaining balance.

Complaints &Feedback

20. How do I file a complaint or dispute a decision?
Submit your concern in writing via email, phone, or mail. You’ll receive an acknowledgment within 5 business days and a resolution within 15 business days. If unsatisfied, you may request an executive review.

21. How can I give feedback on my experience?
Feedback forms are available digitally and on-site. Members may be invited to join advisory groups to improve program services.

Contact Information

• Membership Operations: Mon - Fri, from 9am - 4pm

• Phone: (601) 952.4251

• Email: memberinfo@oahcc.org

• Website: www.oahcc.org

• In-Person: Locations in Jackson and Hattiesburg during business hours