Over the Counter (OTC) Products

Over-the-Counter (OTC) Benefit

If you are a Memorial Hermann Medicare Advantage Plus HMO member, Jefferson HMO member or a Dual Advantage Special Needs Plan (HMO D-SNP) member, then you can get over-the-counter (OTC) products each quarter as part of your plan benefit. See below for the plan and amounts.

Members use the benefit to order items such as mobility aids, compression garments, incontinence products, toothpaste, lotions, cleansers and much more, from familiar brands including Tylenol®, Biotene® and Omron®.

About my OTC Benefit

• Your order will be applied to the quarter in which your order is received. For example, if you mail your order form on June 29, but we receive it on July 1, your order total will be applied to your third-quarter benefit.
• Any unused benefit expires at the end of the month and cannot be carried over to the next month.
• You are allowed only one order per quarter.
• This benefit is limited to products purchased for use by the enrolled member only.
• You may order additional products over your quarterly allowance and pay with a credit card. You can order by phone or online, we do not accept cash, checks or credit cards by mail.
• Due to the personal nature of these products, returns are not accepted, however, if you receive a damaged item, please call OTC Benefit Services within 30 days.

Who provides the OTC benefit?

Medline Industries Inc. is a manufacturer and distributer of medical supplies that provides health care products and services to our Memorial Hermann Medicare Advantage Plus HMO plan, Jefferson HMO and Memorial Hermann Dual Advantage (HMO D-SNP) plan members. The products in this catalog are offered through Medline and they may also be referred to as LiveWell or OTC Benefits Solution or Services.

How Do I order?

There are 3 easy ways to order:

1. Call Medline’s OTC Benefit Customer Service team directly at (833) 511-9844. OTC Advocates are available Monday-Friday 7 a.m.to 6 p.m. CST, to assist you.
2. You can order online at Medline @t Home (you may need to register for an account.)
3. You can download the ordering form and mail it in to the address at the bottom of the form.

To place an order over the phone, online, or via mail, you will need to have your Memorial Hermann Health Plan member ID handy. Please remember to allow up to 7 to 10 business days for your products to arrive.

Where can I see what to order?

You may see the online Over-The-Counter Benefits Catalog here:

Dual Advantage HMO (D-SNP) OTC Catalog – English / Spanish
Plus HMO and Jefferson HMO OTC Catalog – English / Spanish

You can also go online at Medline @t Home to view the entire online catalog.

Do I pay for shipping?

Products for Memorial Hermann Medicare Advantage Plus HMO, Jefferson HMO and Memorial Hermann Dual Advantage (HMO D-SNP) plan members are shipped directly to your door at no additional cost to you.

Additional Questions

If you have additional questions on products, shipment, ordering or other questions for Medline, you can contact them directly at (833) 511-9844.

For additional questions on your benefits or concerns regarding services, please call the Memorial Hermann Health Plan Customer Service department at (855) 645-8448 (TTY 711) for assistance. Hours of operation are 7 days a week from 8 a.m. to 8 p.m. CT, during October 1 – March 31 and Monday – Friday from 8 a.m. to 8 p.m. CT, during April 1 – September 30.