Important Numbers

Our staff consists of highly qualified and trained individuals, fluent in both English and Spanish. If you call after regular business, weekend, and holiday hours, El Paso Health will still answer your phone call.

Interpreter services are available. We also have interpreters who know sign language. Let us know at least two days before your doctor’s visit if you need this service.

STAR & CHIP
Call 915-532-3778
Toll-Free 1-877-532-3778

STAR+PLUS
Toll-free at 1-833-742-3127
For TTY, dial 711

STAR+PLUS Service Coordinator
Call 1-833-742-3127

Call center hours of operation are 8 a.m. to 5 p.m. Mountain Time, excluding state approved holidays.

If your Medicaid, STAR+PLUS, or CHIP ID card is lost or stolen, you can get a new one by calling the following phone numbers.

STAR & CHIP
Call 915-532-3778
Toll-Free 1-877-532-3778

STAR+PLUS
Toll-free at 1-833-742-3127

Call center hours of operation are 8 a.m. to 5 p.m. Mountain Time, excluding state approved holidays.

You may Contact Provider Relations team for information or questions on benefits, claims, authorizations, and billing inquiries.

STAR & CHIP
Call 915-532-3778
Toll-Free 1-877-532-3778

STAR+PLUS
Toll-free at 1-833-742-3127

Sometimes you might need help with a personal or family problem. You can get behavioral health or substance abuse help when you need it. Behavioral Health Services are very private so you do not need the permission of your Primary Care Provider to get these services.

The crisis line is open 24 hours a day, 7 days a week. A qualified and trained person, fluent in both English and Spanish, will be there to help you. Interpreter services are available if you need them. If you have an emergency or you need help, please call our crisis line toll-free.

CRISIS Line STAR
1-877-377-6147

CRISIS Line CHIP
1-877-377-6187

CRISIS Line STAR+PLUS
1-877-377-2950

STAR+PLUS Service Coordinator
1-833-742-3127

FIRSTCALL Medical Advice Infoline is for El Paso Health Members, provided at no-cost. When you call FIRSTCALL, you will receive immediate information to take care of your medical or health concerns.

Who will answer my call?
Your call will be answered by a nurse or pharmacist. The information is available in English or Spanish. Interpreter and TTY (711) services are available.

FIRSTCALL 24/7 Medical Advice Infoline
1-844-549-2826

You can call anytime.
The FIRSTCALL Medical Advice Infoline is available 24 hours a day, 7 days a week.

You can get assistance with enrolling or changing your health plan.

STAR
1-800-964-2777

STAR+PLUS
1-800-964-2777

CHIP
1-800-964-2777

TTY line for the Hearing Impaired is available.
Call 711 for TTY assistance.

The helpline is open from Monday-Friday 8 a.m. to 8 p.m. Central Time.
They also have weekend coverage.

Access2Care provides transportation to non-emergency healthcare appointments for STAR (Medicaid) Members who have no other transportation options. These trips include rides to the doctor, dentist, hospital, pharmacy, and any other places you get Medicaid services. These trips do NOT include ambulance trips.

Learn More


Important:

DentaQuest
Members:
Toll free telephone number: 1-800-516-0165
Spanish speaking representatives are available.
Interpreter services are available in other languages.

Toll free number for the hearing impaired: 7-1-1 (TDD/TTY)
Regular business hours:
Monday – Friday Member Services Line may be closed on state-approved holidays.
8:00 a.m. – 6:00 p.m. Central Time

Automated System is available 24 hrs a day/7 days a week.

Providers:
Visit Website
Provider Services‐Medicaid and CHIP 1‐800‐896‐2374
Monday – Friday; 8 a.m. – 6 p.m.
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MCNA
Members:
Hours of Operation: Monday – Friday, 7 a.m. – 7 p.m., CST, excluding state-approved holidays.
Toll-Free Phone Number: 1-855-691-6262
Hearing Impaired (TTY): 1-800-735-2989
Visit Website

Providers:
24 Hours a Day, 7 Days a Week:
Monday – Friday, 8 a.m. – 7 p.m. CST (excluding national holidays):
Toll-Free: (855) PRO-MCNA (1-855-776-6262)
Visit Website


United Healthcare
Members:
Member Services at 1-877-901-7321, TDD/TTY: 7-1-1.
8:00 a.m.–5:00 p.m., Monday–Friday
Visit Website

Providers:
1-800-527-1764
Monday-Friday 8am-5pm CST
Visit Website

If you, as a member of the health plan, disagree with the health plan’s decision, you have the right to ask for a state fair hearing. You or your representative can call El Paso Health at 915-532-3778 or toll free at 1-877-532-3778. A Member Services Representative will be able to assist you on how to request an appeal.

You can learn more about the Fair Hearing Process here.

If you, as a member of the health plan, disagree with the health plan’s decision, you have the right to ask for a state fair hearing. You or your representative can call El Paso Health and a Member Services Representative will be able to assist you on how to request an appeal.

STAR & CHIP
Call 915-532-3778 or
Toll-free 1-877-532-3778
‍
STAR+PLUS
Call Toll-Free 1-833-742-3127

After exhausting El Paso Health’s Internal appeals process, you, your authorized representative or your Legally Authorized Representative (LAR) may contact El Paso Health’s Member Services Department or Member Advocate to request an External Medical Review (EMR). An EMR is an optional, extra step you can take to get the case reviewed for free before the State Fair Hearing. You or your authorized representative or LAR cannot request only an External Medical Review. You can request either (1) an External Medical Review Hearing and a State Fair Hearing or (2) only a State Fair Hearing.
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You can also contact us for status of External Medical Review or any questions regarding this process.

STAR & CHIP
Call 915-532-3778 or
Toll-free 1-877-532-3778
‍
STAR+PLUS
Call Toll-Free 1-833-742-3127