Protecting our Mission
Important Medicare and Medicaid update
A Letter to Our Neighbors From Genesis HealthCare System
Dear Neighbors,
For more than 130 years, Genesis has been here to serve this community — Muskingum, Coshocton, Perry, Morgan, Noble and Guernsey counties. Through every generation, our commitment has stayed the same: to be here, and to be excellent, for whoever needs us. That is our Mission.
It is why our doors are always open to care for you. It is why we don’t send patients a “surprise bill” when their insurance company refuses to pay for care that should be covered. And it is why I am writing to you today.
Genesis has told four insurance companies, Aetna, UnitedHealthcare, Medical Mutual of Ohio (all three for their Medicare Advantage plans) and CareSource (for both Medicare Advantage and Medicaid), that we are ending our current contracts on Jan. 1, 2027, unless we can reach fair new terms. This does not affect commercial employer-sponsored insurance for working families. This does not affect any traditional Medicare Supplemental/Medigap plans.
This was not our first choice. We reached this decision only after extensive efforts to resolve the issues through existing channels. It was our last resort. Over the past two years, these four companies have denied more and more of the care our doctors determined you needed and Genesis provided. They have taken back payments for care they previously approved and paid for. Today, we are contesting 9,000 active denials of coverage for care we have already provided, resulting in millions of dollars in losses for Genesis. We strongly believe that most of these practices are inconsistent with federal Medicare rules for how care must be covered. Because Genesis will not shift those losses to you through surprise bills, those unpaid costs instead affect Genesis’ ability to continue providing the doctors, nurses, staff and local services our community depends on for excellent care close to home.
We tried every other path first. We had to take this step because we believe the behaviors of these insurance companies are so harmful to our patients, doctors, this community and Genesis. We had no other choice.
Nothing changes for you today. Your coverage is the same through Dec. 31, 2026. Come to your appointments. Come to the emergency room. We are here for you.
What may change on Jan. 1, 2027: If we cannot reach new agreements, these plans will be “out-of-network”
at Genesis for non-emergency care. Emergency care is always covered at an in-network rate. Never hesitate in
an emergency.
Medicare – What you can do this fall: Medicare’s Annual Enrollment Period runs Oct. 15 through Dec. 7. This is
your yearly, protected right to change plans if you choose. Genesis will host free community sessions, publish a
plain-language guide and answer your questions through our Patient Financial Advocate Hotline at 740-454-4335. We cannot recommend or choose a plan for you, but we will give you clear information and help you find trusted, unbiased support so you can make the choice that is best for you and your family.
Medicaid – What you can do anytime: Medicaid gives patients the right to change insurance companies.
If Genesis is out-of-network with CareSource on Jan. 1, 2027, you can change your plan by contacting the Ohio
Medicaid Consumer Hotline Portal at www.ohiomh.com or call the Ohio Medicaid Consumer Hotline at
800-324-8680 (TTY 711). It only takes five (5) minutes to switch plans.
Our promises to you:
- We will tell you what we know when we know it, in plain language as discussions continue.
- We will not send you a surprise bill for amounts we believe your insurance company is responsible for paying. To make that promise work, we may need your help during the process, including responding promptly to insurance questions, appeal requests or information needed to protect your coverage and help Genesis pursue payment from your insurance company.
- We will help you appeal wrongful insurance denials — at no charge.
- We will keep serving this community, as we have for 130 years, with compassion, excellence, integrity, teamwork and innovation. These are our Values, and they guide how we care for you every day.
We know this is hard and creates short-term uncertainty. We are simply asking these insurance companies to do what they are already required to do: pay for the care our patients need. If they will, we will gladly renew our contracts. If they will not, we will take the steps necessary to protect the care this community depends on and to remain faithful to our Mission.
Thank you for trusting Genesis with your care and with the care of your loved ones. We do not take that trust for granted, and we will continue working every day to earn it.
In service and gratitude,
Matthew Perry
President & Chief Executive Officer
Genesis HealthCare System
Learn more, get help and stay informed. Call our Patient Financial Advocate Hotline at 740-454-4335.
The Genesis Mission: We serve our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional and affordable healthcare services.
Resources
Medicare Advantage plan checklist
Choosing a health insurance plan can feel confusing. This checklist can help you get ready.
Download and view the checklist HERE.
Changing your Medicaid health plan resource guide
Make your call or online visit easier. This resource guide can help you get ready.
Download and view the guide HERE.
Plain language guide
Download and view a plain language guide of Medicare and Medicaid terms HERE.
Events
Details about upcoming insurance events will be posted here soon.
Quick reference:
- Genesis Patient Financial Advocate Hotline: 740-454-4335
- Ohio Medicaid Consumer Hotline: 800-324-8680 (TTY 711)
- Ohio Medicaid Consumer Hotline Portal: www.ohiomh.com
- Medicare's Annual Enrollment Period is Oct. 15 - Dec. 7
Frequently asked questions
For more than 130 years, we have been here to serve our community. We are sharing this information because we have notified four insurance companies that our current contracts will end on Jan. 1, 2027, unless we can reach fair new terms. We want you to know what is happening, what it may mean for you and what resources are available to help.
This involves:
- Aetna Medicare Advantage
- UnitedHealthcare Medicare Advantage
- Medical Mutual of Ohio Medicare Advantage
- CareSource Medicare Advantage
- CareSource Medicaid
These contracts are scheduled to end Jan. 1, 2027, unless new agreements are reached. This would apply to all Genesis services, except emergency room care.
No. This does not affect commercial employer-sponsored insurance for working families.
This does not affect traditional Medicare Supplemental/Medigap plans offered by any company.
No. Nothing changes for you today. Your coverage remains the same through Dec. 31, 2026. Come to your appointments. Come to the emergency room. We are here for you.
Yes. Your coverage remains the same through Dec. 31, 2026, and you should continue getting the care you need.
Over the past two years, these companies have denied more of the care our doctors determined patients needed. They have also taken back payments for care they previously approved and paid for.
Today, we are contesting 9,000 active denials of coverage for care we have already provided. We strongly believe most of these practices are inconsistent with federal Medicare rules for how care must be covered.
This was not our first choice. We reached this decision only after extensive efforts to resolve these issues through existing channels. It was our last resort.
Over the past two years, these insurance companies have denied more and more of the care our doctors know patients needed and that we provided. We believe these practices are harmful to our patients, our doctors, our community and Genesis.
No. We do not send patients a surprise bill when an insurance company refuses to pay for care that should be covered. We will not send you a surprise bill for amounts we believe your insurance company is responsible for paying.
If we cannot reach new agreements, these plans would become out-of-network at Genesis for non-emergency care.
Yes. Emergency care is always covered at an in-network rate. Never hesitate in an emergency.
Medicare Annual Enrollment runs from Oct. 15 through Dec. 7. During this time, you have the opportunity to review and change plans if you choose.
We will host free community sessions, publish a plain-language guide and answer questions through our Patient Financial Advocate Hotline. We cannot recommend or choose a plan for you, but we will provide clear information and help you find trusted, unbiased support so you can make the decision that is best for you and your family.
Medicaid gives patients the right to change insurance companies. If Genesis is out-of-network with CareSource on Jan. 1, 2027, you can change your plan through the Ohio Medicaid Consumer Hotline Portal or by calling the Ohio Medicaid Consumer Hotline at 800-324-8680 (TTY 711).
Yes. We will help you appeal wrongful insurance denials at no charge.
We may need your help responding promptly to insurance questions, appeal requests, forms or information requests needed to protect your coverage and help us pursue payment from your insurance company instead of you.
If you are in active treatment for cancer, a chronic condition or a planned surgery, federal continuity-of-care rules protect you. Contact us at 740-454-4335 to confirm your situation.
We promise to:
- Tell you what we know, when we know it, in plain language as discussions continue.
- Not send surprise bills for amounts we believe insurance companies are responsible for paying.
- Help patients appeal wrongful insurance denials at no charge.
- Continue serving this community with compassion, excellence, integrity, teamwork and innovation.
As soon as community insurance meetings are scheduled, we will post the schedule on this web page and on our Genesis Facebook page.
You can download and view it HERE.
Talk to your insurance broker. You can also attend a free Genesis insurance meeting in the fall for more general information or call 740-454-4335.
For Medicaid plans, you can visit the Ohio Medicaid Consumer Hotline Portal at www.ohiomh.com or call the Ohio Medicaid Consumer hotline at 800-324-8680 (TTY711).
We will update this web page anytime we have news and will post to our Facebook page.
Nothing changes today. Your coverage stays the same through Dec. 31, 2026. If you want to be sure your doctors are in network in 2027, you can change your Medicare coverage during open enrollment from Oct. 15 through Dec. 7.
If Genesis is out-of-network with CareSource Medicaid on Jan. 1, 2027, you can change your plan to one that Genesis accepts through the Ohio Medicaid Consumer Hotline Portal or by calling the Ohio Medicaid Consumer Hotline.
Speak to an insurance broker. Their coverage stays the same through Dec. 31, 2026. If they have questions, they can also call the Patient Financial Advocate Hotline at 740-454-4335.
Nothing changes today. Medicare patients will have the chance to review their options during Medicare Annual Enrollment from Oct. 15 through Dec. 7. Genesis will provide information and support.
People should keep seeing their doctors and getting the care they need. Nothing changes today, and coverage remains the same through Dec. 31, 2026.
Look at your options carefully and choose the plan that works best for you and your family. Call your insurance broker. Genesis can also provide information and help you find trusted, unbiased support. You can reach the Patient Financial Advocate Hotline at 740-454-4335.
Ask whether your doctors, hospitals and healthcare providers are in the plan's network. We have also created a guide with questions you should consider asking while choosing an insurance plan. You can find it HERE.
Call your insurance broker. If you need help in finding trusted, unbiased support, you can call Patient Financial Advocate Hotline at 740-454-4335.
We will share what we know when we know through our website and our Facebook page.