My Employer Has Switched to Tufts Health Plan

What do I need to know?

Welcome! We are very glad to have you as a new member. Our goal is to do everything we can to make your switch to our health plan as easy as possible.

Your coverage under Tufts Health Plan may be different than your previous health care coverage. Please see the important information below. If you still have questions, please call Member Services at 800-462-0224.

Your Primary Care Provider (PCP)

Our online provider directory allows you to customize your search based on the information most important to you. You can perform this search to determine if your current PCP or specialist participates in the network.

You may also see if a primary care provider (PCP) is accepting new patients. If you are an existing patient, you may still select your PCP even if there is an indicator that says “not accepting new patients.” If your current PCP is listed as not accepting new patients, please call Member Services. 


If your plan requires referrals, please contact your PCP to submit them for any upcoming or on-going services such as Physical Therapy as you switch to Tufts Health Plan.

It’s important to notify all of your providers that your health insurance has changed. You may need to move your care from one facility or provider to another if your current provider does not participate in the Tufts Health Plan network.

If you or a dependent on your plan is undergoing active treatment for a condition that will need to continue after you become a Tufts Health Plan member, contact us as soon as possible so we can provide you with guidance.

Prior Authorization (Pre-Approval from Tufts Health Plan)

Some procedures require prior authorization for coverage in addition to approval for the scheduled date of your service. When prior authorization is required, your provider submits a request to Tufts Health Plan, or an authorized reviewer, to assess whether your procedure meets our medical necessity guidelines for coverage.

New Member Care Form

To assist with your switch to Tufts Health Plan, please complete this form within one month of effective date if you or your family member(s):

  • Have a scheduled surgery or hospitalization
  • Have a serious condition such as heart disease, cancer, or multiple sclerosis
  • Are currently being supported by a case manager or disease management program
  • Are currently receiving home health care services
  • Are pregnant and considered “high risk”

Complete the New Member Care Form Now

Priority Care Management

If you have a complex medical condition such as cancer, end-stage renal disease, or another serious illness, and you are receiving ongoing treatment. The Priority Care team will pair you with one of our nurse case managers to make your switch smoother. A nurse case manager will work with you and your doctors to support your health care treatment and goals. To learn more about this program, call 888-880-8699, extension 53532.

Prescriptions: Tufts Health Plan and CVS Caremark

As our pharmacy benefits manager, CVS Caremark reviews and processes your claims when you purchase prescription medications. Members covered by our pharmacy benefit may fill prescriptions at any of the more than 63,000 CVS Caremark–participating pharmacies, which include retail chain stores, independent pharmacies, and designated specialty pharmacies, in addition to CVS/pharmacy locations. The CVS Caremark mail service is available for members who take maintenance medications. Maintenance medications are those you refill each month for conditions such as diabetes, high blood pressure, and asthma.

If you are currently on a medication, be sure you have enough on hand to last until your new coverage takes effect.

When You’re Ready to Fill a New Prescription, Follow These 3 Easy Steps:

  1. Confirm that your medication is on our list of covered drugs:
    • For coverage dates starting 01/01/2019, please refer to the following links:
      • Massachusetts Individual and Small Group 3-tier Drug List: PDF 
      • Massachusetts Individual and Small Group 4-tier Drug List: PDF 
      • Rhode Island Individual and Small Group 4-tier Drug List: PDF 
      • Massachusetts Large Group 3-tier Formulary: PDF
      • Massachusetts Large Group 4-tier Formulary: PDF
      • Rhode Island Large Group 3-tier Formulary: PDF
      • Rhode Island Large Group 4-tier Formulary: PDF
    If your medication is not listed, speak to your provider about alternatives that are covered.
  2. Check whether any of the following pharmacy management programs apply to your medication:
    • PA: Prior authorization 
    • NC: Non-covered
    • STPA: Step therapy
    • QL: Quantity limitation 
    • SP: Designated specialty pharmacy
    If any of these programs apply, follow the applicable recommendations outlined in step 3, below.
  3. Follow these appropriate steps for any applicable pharmacy management programs:
    PA (prior authorization) or NC (non-covered): Contact the provider who has written your prescription. If your provider believes that a drug with a PA or NC is necessary for your treatment, your provider may submit a request for coverage. We will cover the medication if it meets our medical necessity coverage guidelines.
Maintenance Medications by Mail (Save Money)

Mail order is a quick, convenient, and economical way to fill your prescriptions for most maintenance medications. You will need to have any necessary approvals in place (see steps 2 and 3 above). Then call CVS Caremark Customer Service at 800- 581-5300. If your medication does not need an approval, you will be transferred to CVS Caremark’s FastStartSMservice, which will get you started with the mail-order service.

You will need the following information when you make the call:

  • Your Tufts Health Plan ID card
  • Medication name
  • Your provider’s name and phone number
  • Shipping address
  • Credit card information and expiration date

Once you begin receiving medications by mail, you can order refills easily online or by phone.