Activation refers to the process by which new members officially gain access to the benefits of the Open Arms Healthcare Center Membership Program. Once enrollment is completed and payment is received, member accounts are activated on the next available activation date. For our program, activation occurs exclusively on the 15th and 30th of each month. Members whose enrollment is processed before these dates will have their membership activated on the upcoming activation date, allowing them to begin using program services and benefits from that day forward.

Patient Onboarding and Offboarding

• Patients may enroll in the membership program through Open Arms front desk, online portal, or by phone. Tier selection must be confirmed at the time of enrollment. Tier changes are only permitted at the start of a new 12-month cycle unless medically warranted. Medical necessity must be determined by a licensed Open Arms clinical provider, based on clinical findings documented in the patient’s record. Tier changes under this condition may only advance one level upward. Patients may cancel enrollment by providing written notice. Early cancellation will not result in a refund of paid fees. 

 

Refund Policy
Membership fees are non-refundable. Patients who cancel mid-cycle will retain access to services through the end of the current monthly billing period but will not be reimbursed for unused services. Partial months will not be prorated, and no partial refunds will be issued under any circumstances.

 

How to Access Services?

• Scheduling Appointments: Patients may schedule in-person or telehealth visits by calling the front desk or using the online scheduling system.

• Pharmacy Access: Eligible prescriptions may be delivered through our mail-order pharmacy service. Patients must verify current address and medication eligibility at time of prescription.

• Food Pantry: Access to the food pantry is available during published hours. Patients must check in at the front desk.

 

Medical necessity 

(1) Medical necessity will be evaluated and determined by a licensed Open Arms Healthcare Center provider, based on a clinical assessment and supporting documentation. The provider must complete a standardized Medical Necessity Form, which will be reviewed and approved by both the provider and the Membership Program Administrator. For tier changes outside the standard renewal period, medical necessity must be determined by a licensed Open Arms Healthcare Center provider. Tier changes under this condition are only permitted to the next higher tier and must be recorded in the patient’s electronic health record with clinical justification. The provider will assess the patient’s clinical needs and document the rationale for the change in the patient’s health record. This documentation will be reviewed by the clinical team and discussed with the patient prior to any changes being implemented. All decisions regarding medical necessity are based on clinical judgment and will be clearly communicated to the patient. Members will be notified of the decision in writing within 10 business days.

 

(2) If a patient presents with symptoms consistent with a sexually transmitted infection (STI/STD), a clinical evaluation will be performed to determine the appropriate course of treatment. If empirical treatment is initiated and symptoms persist or recur, the attending provider may determine that laboratory testing is medically necessary to guide further care.
When laboratory testing is deemed medically necessary by a licensed Open Arms Healthcare Center provider, the patient will be required to undergo the recommended tests. The cost of laboratory testing is not included in the membership fee and will be the responsibility of the patient. As a membership benefit, patients will receive a 30% discount on standard lab fees for these tests.

 

All decisions regarding medical necessity are based on clinical judgment, will be documented in 
the patient’s health record, and will be discussed with the patient prior to testing. No laboratory testing will be conducted without obtaining the patient’s informed consent.

 

Feedback Mechanism
Open Arms encourages all members to share their feedback on services, experiences, and suggestions for improvement. Feedback forms are available digitally and at clinic locations. The membership program team reviews this information quarterly to identify trends and areas for enhancement. Member feedback may inform updates to service offerings, clinic workflows, and patient engagement efforts. Selected members may also be invited to participate in patient advisory groups, further strengthening the role of member input in shaping program improvements. All feedback is used to evaluate patient satisfaction and guide continuous improvement in service delivery.