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2.53 Medicaid Member Rights and Protections A. All Medicaid members are guaranteed access to quality health care delivered in a timely and respectful manner. To ensure this goal is met, the following rights and protections must be clearly stipulated by both EOHHS and the MCO. 1. Enrollment – EOHHS will make every effort to provide the following: a. Multilingual services to all people who do not speak English; b. Written enrollment information will be provided in a clear and easy- to-understand format; c. Enrollment information provided by the MCO must include detailed information on how to obtain transportation services, second opinions, interpreter services, referrals, emergency services and out-of-State services unavailable in Rhode Island. Information must also be provided regarding switching primary care providers, disenrollment for good cause, the in-plan grievance process and the EOHHS appeals process; d. The State will conduct a special enrollment outreach effort for beneficiaries who are homeless or who live in transitional housing; e. Once a Medicaid member is enrolled, the MCO will conduct a special enrollment outreach effort for any enrollees who are homeless or who live in transitional housing; f. The MCO is prohibited from engaging in any door-to-door or telemarketing or any other similar unfair marketing practices; g. Enrollees will be provided with counseling assistance in the selection process for their primary care providers; h. Medicaid members who receive on-going care from a primary care provider or specialist will be advised by the non-biased enrollment counselor which providers are participating in each MCO option so as to promote continuity of care; i. If a Medicaid member is auto-assigned to an MCO, the member, within ninety (90) days, may dispute that assignment through the right to rebuttal. A decision by EOHHS must be rendered within ten (10) days of the filing of the rebuttal and is subject to appeal. 2. Second Opinions and Switching Doctors – Every Medicaid member must be informed of the following: