FAQs

Frequently Asked Questions

How do I access my online portal?

  • Website: www.lucenthealth.com/cypress

  • Select Members

  • To access your portal: Your login credentials will be:

    • Username: First 4 characters of your first name, first

    • 12 characters of your last name (as it appears on your ID card), and your year of birth (YYYY)

    • Temporary Password: Full date of birth (MM/DD/YYYY)

    NOTE: All users will be prompted to update their password on the initial login

Can I get access to my dependent’s EOBs through the portal? 

Anyone (spouse or dependent) over age 18 will have to register themselves on the portal.  If an employee wants to see a spouse or dependents claims and they are over age 18 the attached form will have to be filled out and sent back to Lucent.

Download HIPAA Release Form

What services are available to me on the Lucent portal? 

You can view claims, verify benefits, deductible/OOP amounts, SPD’s, SBC’s, download EOBs and ID cards. 

Please reference the employee manual.

How do I get ahold of a Narus Concierge?

Call 615-559-0418 When you call, you are given the choice to select “2” if you are a provider. Otherwise, your call will be put into a queue.  You will periodically be given the option to utilize our call back feature. If you choose this option, you will be called back as soon as a customer care associate is available. If you continue to hold, your hold time will max at 5 minutes and then force to VM… PLEASE leave that VM, as our team is constantly pulling VM’s all throughout the day and strive to return every VM by the end of the same business day. 

*it is highly recommended that you save the Concierge phone number as a contact in your phone so you recognize the return call.

Narus Concierge email concierge@narushealth.com The same rule applies.. our team is pulling these emails all throughout the day and strive to respond to every email by the end of the same business day.

How do I submit a claim?

Contact NARUS - Call 615-559-0418 or concierge@narushealth.com

What do I do if I have received a balance bill?

A balance bill is when your bill is higher than your Explanation of Benefits (EOB). You can call NARUS and ask them to contact 6 Degrees to file a case (have your EOB and bill available for reference). Learn more here

Is Maestro/Marpai our TPA (Third Party Administrator)?

​No, Marpai/ Maestro was replaced by Lucent Health/ Narus Health effective January 1st, 2024. Cards were sent mid-December. If you have not received your ID card please reach out to Lucent: 615-559-0418

What are my medical benefits / overview of coverage?

You can review your plan Basic Medical Plan or Choice Medical Plan. Retiree plan info can be found here.

How do I access TelaDoc services?

For a full list of instructions, you can visit Added Benefits.

To access your account / setup a login, access here:

1 (800) 835-2362
www.teladoc.com

Code: CypI36A, thats an "i" in the middle. 

How do I find a provider?

You can find a list of providers and further details on this page of the benefits website or on the Lucent Portal.

What is my monthly cost for benefits?

You can see a summary of monthly contribution costs on this page of the benefits website or at the bottom of each benefits page on this website (monthly / per paycheck).

What do if I need to request a pre-authorization form? What do I do if my doctor says that a pre-auth has not been responded to?

Contact the Pre-cert line at 877-499-1774 or fax to 615-461-5354. Doctors offices typically process pre-certs within 3-5 business days. Follow up if pre-certs have not been received past that timeline.

Acronym breakdown

  • TPA – Third Party Administrator – A company like Lucent Health that has been hired to administer your benefits.

  • PBM – Prescription Benefit Manager – A company hired by an employer group to provide a wide range of prescription benefit programs that emphasize quality and cost effective solutions.

  • COBRA – Consolidated Omnibus Budget Reconciliation Act – These regulations allow employees to continue their benefits.

  • COB – Coordination of Benefits – This is what we refer to when a member is covered under more than one benefit plan, which may even include Medicare.

  • FSA – Flexible Spending Accounts – These are accounts set up on behalf of an employee that contain pre-tax dollars withheld from the employee’s payroll to cover two types of expenses: unreimbursed medical expenses (“URM”) or dependent care expenses (“CDA”)

  • LuminX – This is our primary processing platform for medical, dental, prescription and vision claims provided by Ebix Health from Pittsburgh, PA.