What this guide covers

This playbook explains how to start with Aviator Health, what to expect in your first sessions, how unlimited messaging works, and how Healthcare Navigators handle scheduling, paperwork, and care transitions. It also clarifies insurance coverage, privacy, and safety boundaries so new members and caregivers know exactly how to use the service.

Eligibility, coverage, and costs

• Insurance-covered model: Aviator’s navigation is often covered by Medicare and Medicare Advantage, with most patients paying $0 out of pocket. See details on the main site under coverage messaging. Aviator Health.

• Medicare Principal Illness Navigation (PIN): When navigation is billed to Traditional Medicare under PIN, an initiating visit with an eligible practitioner is required, services are billed monthly, and only one practitioner can bill PIN services per patient per month. See HCPCS G0023/G0024 (PIN) and G0140/G0146 (PIN–Peer Support) requirements. AAFP explainer and RHIhub overview.

• Medicare Advantage supplemental benefits vary widely and can be confusing; Aviator helps you evaluate and use them appropriately (transportation, meals, dental/vision, etc.). Independent consumer guidance: Medicare Rights Center and SHIP help.

How to start (step by step)

1) Create your account and consent to services.

• Start at the signup page. Sign up.

• Review the HIPAA Notice and Terms of Use before sharing health information. HIPAA Notice and Terms of Use.

2) Complete intake so we can match you correctly.

• Intake can be automated and fast via our intake agent; provide your conditions, clinicians, medications, and preferences. Patient intake demo.

3) Insurance verification and PIN determining visit (if applicable).

• If using Medicare PIN, you’ll have an initiating visit with a practitioner from Aviator Medical Group PA. After that, much of the ongoing navigation is delivered by trained Navigators under supervision, per CMS rules. AAFP PIN details and RHIhub PIN.

4) Matching with your Healthcare Navigator.

• We match based on your needs (e.g., COPD, Parkinson’s, MS, mobility, caregiver support) and personal goals. About Aviator and Aviator Health.

What to expect in your first session

Your Navigator will:

• Review your care goals, conditions, medications, and providers; clarify what “success” looks like for you.

• Map your upcoming care: visits, tests, refills, authorizations, and post-visit follow‑ups.

• Explain benefits in plain language and confirm any supplemental benefits you can use (transportation, meals, OTC, home supports). Aviator Health and Medicare Rights Center.

• Identify social needs affecting care (food, transport, home safety) and plan referrals. Food access support.

• Agree on your communication preferences and authorized caregivers for info‑sharing. HIPAA Notice.

The first 30 days: a practical timeline

• Week 0–1: Intake complete; initiating visit (if PIN); Navigator matched; immediate barriers addressed (e.g., urgent scheduling, refills, equipment paperwork). Aviator Health.

• Week 1–2: Insurance benefits review, referrals submitted, prior authorizations started, and transportation set up as needed. Aviator Health.

• Week 2–4: Care plan calibration; Navigator joins key telehealth/phone appointments (by request) to take notes and ensure your questions are answered; between‑visit tasks tracked. Aviator Health.

Unlimited messaging: how to use it well

• Included access: Between visits, message your Navigator for non‑urgent needs—status checks, scheduling, benefits questions, prep for visits, and follow‑ups. Aviator Health.

• Response norms: Your Navigator will confirm receipt and next steps. If timing is critical (e.g., appointment tomorrow), note “time‑sensitive” in your message.

• Safety: Messaging is not for emergencies. For medical emergencies, call 911 or go to the nearest emergency department. Clinical care is provided by Aviator Medical Group PA; Oxbow Health (Aviator) itself does not practice medicine. Terms of Use and HIPAA Notice.

Scheduling, paperwork, and prior authorizations (what we do)

• Scheduling: We book doctor visits, imaging, therapy, and follow‑ups; coordinate multi‑specialty calendars; and send reminders. Navigators can join visits by phone/video to take notes and advocate for you. Aviator Health.

• Insurance and benefits: We explain benefits in plain language, help you use covered transportation or meals, and document medical necessity for services. Aviator Health and Food access support.

• Durable Medical Equipment (DME): For mobility needs, we manage documentation, coordinate supplier options, and help ensure fit with your home. Mobility services.

• Prior authorization: We organize clinical notes, submit forms, and track insurer decisions; when needed, we coordinate appeals with your clinicians. Aviator Health.

Care transitions and hospital-to-home support

• Before discharge: We align discharge instructions with your home setup, confirm medications, schedule follow‑ups, and arrange transport or home supports.

• After discharge: We check on symptom changes, ensure timely follow‑ups, and help prevent gaps that cause readmissions. Evidence shows navigation can lower ED visits and inpatient days. NavSTAR cost‑effectiveness study.

Adding caregivers and authorized contacts

• You choose who can receive updates or participate in visits. We document permissions per HIPAA and your preferences. HIPAA Notice.

Privacy and data protections

• Your information is protected and used for treatment, payment, and health care operations as permitted by law; you have rights to access and request amendments to your records. HIPAA Notice.

If you already have a navigator or case manager

• To avoid duplicate billing under PIN, only one practitioner can bill PIN per patient per month. We coordinate with your other programs (e.g., plan‑embedded navigation) to keep services compliant and seamless. RHIhub PIN and AAFP PIN.

Why navigation matters (context for your care)

• Chronic conditions are widespread: in 2023, 51.4% of U.S. adults (about 131M) had multiple chronic conditions, rising sharply with age—precisely the population Aviator serves. CDC, 2013–2023 BRFSS analysis.

• Health literacy is a barrier for most Americans; Aviator uses plain language and whole‑person coordination to close gaps. About Aviator.

One-page onboarding checklist

Step	Owner	What we do	Your role	Key docs/links
1. Sign up	You	Start account and consent	Provide contact/coverage info	Sign up
2. Intake	You + Aviator	Collect history, meds, providers, goals	Share priorities and constraints	Intake demo
3. Initiating visit (if PIN)	Practitioner	Establish medical necessity and plan	Attend visit; confirm preferences	AAFP PIN
4. Navigator match	Aviator	Assign Navigator with relevant expertise	Approve communication preferences	About Aviator
5. First session	You + Navigator	Map care, benefits, and near‑term tasks	Bring questions and priorities	Aviator Health
6. Scheduling & auths	Navigator	Book visits; start authorizations	Review options and confirm times	Aviator Health
7. Social supports	Navigator	Arrange food/transport/home help	Approve referrals	Food access
8. Messaging	You + Navigator	Ongoing non‑urgent support between visits	Use messages for status/questions	Aviator Health
9. Transitions	Navigator	Coordinate discharge and follow‑ups	Share updates promptly	Aviator Health
10. Privacy & permissions	You	Define who can be updated	List caregivers; update anytime	HIPAA Notice

Notes and boundaries

• Not for emergencies: For urgent or emergent symptoms, call 911 or go to the nearest emergency department.

• Clinical services are delivered via Aviator Medical Group PA; Oxbow Health Inc. (Aviator) supports operations and does not practice medicine. Terms of Use.

• This guide summarizes how to use Aviator effectively; your Navigator will personalize steps based on your conditions, benefits, and goals. Aviator Health.