</ iframe > </noscript> <!-- End Google Tag Manager (noscript) --> <section class="small banner-dismissible dismiss" style="background-color: #E04C9B; color: #FFFFFF;" data-name="Alert-" data-value="2a44d779-7ed2-4579-a058-c26c4184ee8d" data-exp="7"> <div class="container"> <button type="button" aria-label="close" class="close GTMBUTTON" classname="close"> x </button> <div class="rich-text"><p style="color: #f8f6f6;"><img style="float: left; max-width: 35px;" src="/siteassets/images/icons/icon-megaphone-white-01.png" alt="icon-megaphone-white-01.png" width="50" height="53"> As of March 1, 2024 Texas Health and Human Services (HHSC) has extended its postpartum Medicaid and CHIP coverage from 2 to 12 months of benefits for eligible women. <a title="postpartum medicaid chip" href="https://www.hhs.texas.gov/sites/default/files/documents/24D0189-postpartum-medicaid-chip-flyer.pdf" target="_blank" rel="noopener">Learn more with this link</a></p></div> </div> </section> <header class="header " style="" data-react-component="MainNavigation" data-props="{"mainNav":[{"categoryTitle":"Become a Member","ctaBlock":null,"columns":[{"columnId":"cf3bda30-828a-41b8-8e97-fa105d8d1888","title":"How do I qualify?","showSearch":false,"searchPlaceHolderText":"","searchVerticalUrl":"","links":[{"title":"Become a member","link":"/join/","linkAriaLabel":"Become a member","openInNewWindow":false},{"title":"How to apply","link":"/join/how-to-apply/","linkAriaLabel":"How to apply","openInNewWindow":false},{"title":"Application assistance","link":"/join/how-to-apply/application-assistance/","linkAriaLabel":"Application assistance","openInNewWindow":false}]},{"columnId":"b45b66c8-c524-4062-8239-2c22b037b7c8","title":"About us","showSearch":false,"searchPlaceHolderText":"","searchVerticalUrl":"","links":[{"title":"Member benefits","link":"/join/benefits/","linkAriaLabel":"Member benefits","openInNewWindow":false},{"title":"About us","link":"/join/about-us/","linkAriaLabel":"About us","openInNewWindow":false},{"title":"Contact us","link":"/join/contact-us/","linkAriaLabel":"Contact us","openInNewWindow":false}]}]},{"categoryTitle":"Find Care","ctaBlock":null,"columns":[{"columnId":"75a4eded-8750-401a-89ea-82afaa5a7a9a","title":"Provider Search","showSearch":false,"searchPlaceHolderText":"","searchVerticalUrl":"","links":[{"title":"Provider search","link":"/provider-search/","linkAriaLabel":"Provider search","openInNewWindow":false}]}]},{"categoryTitle":"For Members \u0026 Community","ctaBlock":{"heading":"Member portal","text":"\u003cp\u003eSign in to check your coverage, review claims and authorizations, replace an ID card and more. 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C25.2649885,12.5036425 25.2649885,12.5358822 25.2325975,12.5681219 Z" id="Shape"></path></g></g></g></g></svg> </span> </a> </li> <li class="breadcrumb-item"> <a href="/join/"> <span>Become a Member</span> </a> </li> <li class="breadcrumb-item"> <a href="/join/contact-us/"> <span>Contact Us</span> </a> </li> </ol> </div> <div class="interior-page"> <div class="top-content-wrapper"> <div class="content-wrapper"> <div class="document-header"> <h1 data-epi-type="title">Contact Us</h1> </div> <div class="content-area" data-epi-type="content"> <div class="right-content"> <div class="score-accordion section-menu-wrapper"> <div class="score-accordion-panel"> <div class="panel-heading"> <div class="panel-title"> <button type="button" class="accordion-button" data-target="#sectionMenu" aria-expanded="false" aria-controls="accordion1"> In This Section </button> </div> </div><div id="sectionMenu" class="panel-collapse collapse"> <div class="panel-body"> <div class="bg-lightgrey"> <ul class="main"> <li class=""> <a href="/join/" aria-label="Become a Member" class="GTMMENU" target="_self"> Become a Member </a> </li> </ul> <ul class="level-1"> <li class=""> <a href="/join/about-us/" aria-label="About Cook Children's Health Plan" class="GTMMENU" target="_self"> About Cook Children's Health Plan </a> </li> <li class=""> <a href="/join/benefits/" aria-label="Member Benefits" class="GTMMENU" target="_self"> Member Benefits </a> </li> <li class=""> <a href="/join/how-to-apply/" aria-label="How to Apply" class="GTMMENU" target="_self"> How to Apply </a> </li> <li class="active"> <a href="/join/contact-us/" aria-label="Contact Us" class="GTMMENU" target="_self"> Contact Us </a> </li> </ul> </div> </div> </div> </div> </div> </div> <div class="top-content"> <div class="rte-content"> <div class="rich-text"><p>If you need to contact Cook Children's Health Plan, or any of the companies that work with us then use the numbers below. The contact numbers are divided by CHIP, STAR and STAR KIDS.</p></div> </div> <div class="score-accordion " id="22775a14-8171-4886-9509-407238971286"> <div class="score-accordion-panel "> <div class="panel-heading"> <h3 id="fa0a205d-dd11-4be4-a04b-ca628b5b1cc1-title" class="panel-title"> <button type="button" class="accordion-button GTMBUTTON" data-target="#fa0a205d-dd11-4be4-a04b-ca628b5b1cc1-panel" aria-expanded="false" aria-controls="fa0a205d-dd11-4be4-a04b-ca628b5b1cc1-panel"> CHIP </button> </h3> </div> <div id="fa0a205d-dd11-4be4-a04b-ca628b5b1cc1-panel" class="panel-collapse collapse "> <div class="panel-body"> <div class="rich-text"> <h4> </h4> <div class="rich-text"><h4>Mailing address</h4> <p>Cook Children's Health Plan<br />P.O. Box 2488<br />Fort Worth, TX 76113</p> <h4>Member Services</h4> <ul> <li>Local: <a class="GTMPHONE" style="text-decoration: none;" title="682-885-2247" href="tel:+1-682-885-2247">682-885-2247</a></li> <li>Toll Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-964-2247" href="tel:+1-800-964-2247">1-800-964-2247</a></li> <li>Local TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Toll Free TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-735-2988" href="tel:+1-800-735-2988">1-800-735-2988</a></li> </ul> <p>Our hours of operation are 8 a.m. to 5 p.m. Monday through Friday, except for state holidays. If you call after 5pm or the weekend or holiday, leave a message and your call will be returned the next business day.</p> <p>You can call Member Services for:</p> <ul> <li>Pharmacy questions</li> <li>PCP changes</li> <li>New member ID card</li> <li>Benefit questions</li> </ul> <p>All of our Member services representatives are bilingual in English and Spanish. If you need a face-to-face interpreter to go with you to your appointment, please call Member Services to schedule one.</p> <h4>Emergency care</h4> <p>Conditions that need immediate attention and without it you think will cause serious harm or jeopardy to your health are considered emergency care. If you have a life-threatening condition or behavioral health crisis, go to the nearest emergency room or call 911. You do not need a referral for emergency care. For a behavioral health crisis, please call our Behavioral Health Crisis Line at <a class="GTMPHONE" title="Behavioral Health Crisis Line 833-391-3733" href="tel:1-833-391-3733">1-833-391-3733</a>.</p> <h4>Pharmacy</h4> <p>Healthy members are very important to us. We are here to answer your questions to make sure your prescription benefit program works for you. This is your benefit and we want you to have convenient access to information that helps you manage your health.</p> <h4>Use our Navi-Gate for Members web portal to access information about:</h4> <ul> <li>General pharmacy benefit information</li> <li>Formulary</li> <li>Pharmacy search</li> <li>Drug search</li> <li>Drug recall notifications</li> <li>Easy access to direct member reimbursement (paper) claim forms</li> </ul> <h4>Members can call:</h4> <ul> <li>Toll Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-964-2247" href="tel:+1-800-964-2247">1-800-964-2247</a></li> <li>Local TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Toll Free TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-735-2988" href="tel:+1-800-735-2988">1-800-735-2988</a></li> <li>Member/Provider website: <a class="GTMLINK" style="text-decoration: none;" title="Navitus" href="https://www.navitus.com/members" target="_blank" rel="noopener">Navitus</a></li> </ul> <h4>For Pharmacies and Prescribers only:</h4> <ul> <li>Toll Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-877-908-6023" href="tel:+1-877-908-6023">1-877-908-6023</a></li> </ul> <p>The hours of operation are 8 a.m. to 5 p.m. Monday through Friday, except for state holidays. If you call after 5pm or the weekend or holiday, leave a message and your call will be returned the next business day.</p> <p>All of the representatives are bilingual in English and Spanish.</p> <h4>Provider Relations</h4> <ul> <li>Toll Free: Phone: <a class="GTMPHONE" style="text-decoration: none;" title="1-888-243-3312" href="tel:+1-888-243-3312">888-243-3312</a></li> <li>Local TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Toll Free TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="1-800-735-2988" href="tel:+1-800-735-2988">1-800-735-2988</a></li> </ul> <p>The hours of operation are 8 a.m. to 5 p.m. Monday through Friday, except for state holidays.</p> <p>Providers can call Provider Relations for:</p> <ul> <li>Credentialing</li> <li>Provider contracts</li> <li>Name change</li> <li>Address change</li> <li>NPI/TPI update</li> <li>Phone and fax update</li> <li>Billing company change</li> <li>Letter of interest questionnaire</li> </ul> <p>If you need to file a complaint with the state, send an email to <a class="GTMLINK" style="text-decoration: none;" title="HPM_Complaints@hhsc.state.tx.us" href="mailto:HPM_Complaints@hhsc.state.tx.us">Provider Complaints</a>.</p> <h4>Nurse Advice Line 24/7</h4> <p><strong>Cook Children's Health Plan's Nurse Advice line is available to answer your health questions 24 hours a day, 7 days a week at no cost to you.</strong> </p> <p>Our Nurse Advice Line staff can help you decide what kind of care to seek. You might be able to treat the condition at home, you might need to see your doctor, or you might need to get urgent or immediate care. The nurse line is staffed with registered nurses that understand pediatric care. The Nurse Advice Line staff speaks English and Spanish. If you speak another language and need an interpreter, just let them know and they will connect you with someone that speaks your language.</p> <h4>The Nurse Advice Line can help:</h4> <ul> <li>Answer medical questions</li> <li>Provide care advice and help you determine if you need help right away.</li> <li>With medical conditions such as diabetes or asthma.</li> <li>If you don't know how much medicine to give your child</li> </ul> <p>If you have a life-threatening medical emergency, call 911.</p> <ul> <li>Toll-Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-866-971-2665" href="tel:+1-866-971-2665">1-866-971-2665</a></li> <li>TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="1-844-514-3774" href="tel:+1-844-514-3774">1-844-514-3774</a></li> </ul> <h4>Vision services (National Vision Administrators, LLC)</h4> <p>Members can get a vision exam and one pair of lenses and a frame once every 12 months. You do not need a referral from your child's Primary Care Provider to see the eye doctor. Your child can get eye care from any NVA vision provider.</p> <h4>Members can call National Vision Administrators, LLC. (NVA) for vision services.</h4> <ul> <li>Toll-Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-877-636-2576" href="tel:+1-877-636-2576">1-877-636-2576</a></li> <li>TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="1-888-820-2990" href="tel:+1-888-820-2990">1-888-820-2990</a></li> <li>Member website: <a class="GTMLINK" style="text-decoration: none;" title="https://www.e-nva.com/nva/content/home/js-cc-hp-welcome.xhtml" href="https://www.e-nva.com/nva/content/home/js-cc-hp-welcome.xhtml" target="_blank" rel="noopener">National Vision Adminstrators</a></li> <li>CHIP Provider Locator: <a class="GTMLINK" style="text-decoration: none;" title="https://www.e-nva.com/nva/content/tourist/js-fp-entry-chip-page.xhtml" href="https://www.e-nva.com/nva/content/tourist/js-fp-entry-chip-page.xhtml" target="_blank" rel="noopener">click here</a></li> </ul> <h4>Dental managed care plans</h4> <p>There are three dental plans that service children on CHIP or Medicaid. Your dental plan includes statewide coverage and great benefits for you or your child. Among the care that is covered is:</p> <ul> <li>Basic care like check-ups, cleanings and X-rays</li> <li>Preventive care like fluoride treatments and sealants</li> <li>Other teeth problems like fillings, crowns, root canals and tooth removal</li> </ul> <h4>DentaQuest</h4> <ul> <li>Toll-free: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-508-6775" href="tel:+1-800-508-6775">1-800-508-6775</a></li> <li>TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Website: <a class="GTMLINK" style="text-decoration: none;" title="http://www.dentaquest.com/state-plans/regions/texas/members/" href="http://www.dentaquest.com/state-plans/regions/texas/members/" target="_blank" rel="noopener">DentaQuest</a></li> </ul> <h4>MCNA</h4> <ul> <li>Toll-free: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-494-6262" href="tel:+1-800-494-6262">1-800-494-6262</a></li> <li>TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="1-800-735-2989" href="tel:+1-800-735-2989">1-800-735-2989</a></li> <li>Website: <a class="GTMLINK" style="text-decoration: none;" title="http://www.mcnatx.net" href="https://www.mcnatx.net" target="_blank" rel="noopener">MCNA</a></li> </ul> <h4>United Health Care Dental</h4> <ul> <li>Toll-free: <a class="GTMPHONE" style="text-decoration: none;" title="1-877-901-7321" href="tel:+1-877-901-7321">1-877-901-7321</a></li> <li>TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Website: <a class="GTMLINK" style="text-decoration: none;" title="https://dentaltx.uhc.com/content/texas-medicaid/en/homepage.html" href="https://dentaltx.uhc.com/content/texas-medicaid/en/homepage.html" target="_blank" rel="noopener">UHC</a></li> </ul> <h4>Dental Value Add for pregnant women</h4> <p>Cook Children's Health Plan offers Up to $250 for basic and major dental services for CHIP Perinate members enrolled in the Cook Children's Health Plan's Baby Steps Program.</p> <p>Liberty Dental:</p> <ul> <li>Toll-Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-888-902-0349" href="tel:+1-888-902-0349">1-888-902-0349</a></li> <li>TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="1-866-222-4306" href="tel:+1-866-222-4306">1-866-222-4306</a></li> <li>Website: <a class="GTMLINK" style="text-decoration: none;" title="https://client.libertydentalplan.com/cookchp" href="https://client.libertydentalplan.com/cookchp" target="_blank" rel="noopener">Liberty Dental</a></li> </ul> <h4>Medicaid Managed Care Program Helpline (Ombudsman)</h4> <p>The Office of the Ombudsman is designed to help people already on Medicaid but need help getting health care services. A priority is placed on people with urgent or complex health care needs get help that includes:</p> <ul> <li>Information about the Member's coverage</li> <li>Guidance on how to get services</li> <li>Referrals to the right place to get help</li> <li>Direct help from their staff to help resolve a problem</li> <ul> <li>Toll-Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-866-566-8989" href="tel:+1-866-566-8989">1-866-566-8989</a></li> <li>TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-735-2989" href="tel:+1-800-735-2989">1-800-735-2989</a></li> </ul> </ul> <p>The hours of operation are Monday to Friday from 8a.m. to 5p.m.</p> <h4>For mail:</h4> <p>Texas Health and Human Services Commission<br />Office of Ombudsman, MC H-700 <br />P O Box 13247<br />Austin, TX 78711-3247<br />Website: <a class="GTMLINK" style="text-decoration: none;" title="https://hhs.texas.gov/about-hhs/your-rights/office-ombudsman" href="https://hhs.texas.gov/about-hhs/your-rights/office-ombudsman" target="_blank" rel="noopener">Ombudsman</a></p></div> </div> </div> </div> </div> <div class="score-accordion-panel "> <div class="panel-heading"> <h3 id="3debf17f-cfa0-4fec-893e-49598ae93287-title" class="panel-title"> <button type="button" class="accordion-button GTMBUTTON" data-target="#3debf17f-cfa0-4fec-893e-49598ae93287-panel" aria-expanded="false" aria-controls="3debf17f-cfa0-4fec-893e-49598ae93287-panel"> STAR </button> </h3> </div> <div id="3debf17f-cfa0-4fec-893e-49598ae93287-panel" class="panel-collapse collapse "> <div class="panel-body"> <div class="rich-text"> <h4> </h4> <div class="rich-text"><h4>Mailing address</h4> <p>Cook Children's Health Plan<br />P.O. Box 2488<br />Fort Worth, TX 76113</p> <h4>Member Services</h4> <ul> <li>Local: <a class="GTMPHONE" style="text-decoration: none;" title="682-885-2247" href="tel:+1-682-885-2247">682-885-2247</a></li> <li>Toll Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-964-2247" href="tel:+1-800-964-2247">1-800-964-2247</a></li> <li>Local TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Toll Free TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-735-2988" href="tel:+1-800-735-2988">1-800-735-2988</a></li> </ul> <p>Our hours of operation are 8 a.m. to 5 p.m. Monday through Friday, except for state holidays. If you call after 5pm or the weekend or holiday, leave a message and your call will be returned the next business day.</p> <p>You can call Member Services for:</p> <ul> <li>Pharmacy questions</li> <li>PCP changes</li> <li>New member ID card</li> <li>Benefit questions</li> </ul> <p>All of our Member services representatives are bilingual in English and Spanish. If you need a face-to-face interpreter to go with you to your appointment, please call Member Services to schedule one.</p> <h4>Emergency care</h4> <p>Conditions that need immediate attention and without it you think will cause serious harm or jeopardy to your health are considered emergency care. If you have a life-threatening condition or behavioral health crisis, go to the nearest emergency room or call 911. You do not need a referral for emergency care. For a behavioral health crisis, please call our Behavioral Health Crisis Line at <a class="GTMPHONE" title="Behavioral Health Crisis Line 833-391-3733" href="tel:1-833-391-3733">1-833-391-3733</a>.</p> <h4>Pharmacy</h4> <p>Healthy members are very important to us. We are here to answer your questions to make sure your prescription benefit program works for you. This is your benefit and we want you to have convenient access to information that helps you manage your health.</p> <h4>Use our Navi-Gate for Members web portal to access information about:</h4> <ul> <li>General pharmacy benefit information</li> <li>Formulary</li> <li>Pharmacy search</li> <li>Drug search</li> <li>Drug recall notifications</li> <li>Easy access to direct member reimbursement (paper) claim forms</li> </ul> <h4>Members can call:</h4> <ul> <li>Toll Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-964-2247" href="tel:+1-800-964-2247">1-800-964-2247</a></li> <li>Local TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Toll Free TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-735-2988" href="tel:+1-800-735-2988">1-800-735-2988</a></li> <li>Member/Provider website: <a class="GTMLINK" style="text-decoration: none;" title="Navitus" href="https://www.navitus.com/members" target="_blank" rel="noopener">Navitus</a></li> </ul> <h4>For Pharmacies and Prescribers only:</h4> <p>Toll Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-877-908-6023" href="tel:+1-877-908-6023">1-877-908-6023</a>.</p> <p>The hours of operation are 8 a.m. to 5 p.m. Monday through Friday, except for state holidays. If you call after 5pm or the weekend or holiday, leave a message and your call will be returned the next business day.</p> <p>All of the representatives are bilingual in English and Spanish.</p> <h4>Provider Relations</h4> <ul> <li>Toll Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-964-2247" href="tel:+1-800-964-2247">1-888-243-3312</a></li> <li>Local TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Toll Free TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-735-2988" href="tel:+1-800-735-2988">1-800-735-2988</a></li> </ul> <p>The hours of operation are 8 a.m. to 5 p.m. Monday through Friday, except for state holidays.</p> <p>Providers can call Provider Relations for:</p> <ul> <li>Credentialing</li> <li>Provider contracts</li> <li>Name change</li> <li>Address change</li> <li>NPI/TPI update</li> <li>Phone and fax update</li> <li>Billing company change</li> <li>Letter of interest questionnaire</li> </ul> <p>If you need to file a complaint with the state, send an email to <a class="GTMLINK" style="text-decoration: none;" title="HPM_Complaints@hhsc.state.tx.us" href="mailto:HPM_Complaints@hhsc.state.tx.us">Provider Complaints</a>.</p> <h4>Nurse Advice Line 24/7</h4> <p><strong>Cook Children's Health Plan's Nurse Advice line is available to answer your health questions 24 hours a day, 7 days a week at no cost to you.</strong> </p> <p>Our Nurse Advice Line staff can help you decide what kind of care to seek. You might be able to treat the condition at home, you might need to see your doctor, or you might need to get urgent or immediate care. The nurse line is staffed with registered nurses that understand pediatric care. The Nurse Advice Line staff speaks English and Spanish. If you speak another language and need an interpreter, just let them know and they will connect you with someone that speaks your language.</p> <p>The Nurse Advice Line can help:</p> <ul> <li>Answer medical questions</li> <li>Provide care advice and help you determine if you need help right away.</li> <li>With medical conditions such as diabetes or asthma.</li> <li>If you don't know how much medicine to give your child</li> </ul> <p>If you have a life-threatening medical emergency, call 911.</p> <ul> <li>Toll Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-833-926-2408" href="tel:+1-833-926-2408">1-833-926-2408</a></li> <li>TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="1-844-514-3774" href="tel:+1-844-514-3774">1-844-514-3774</a></li> </ul> <h4>Non Emergency Medical Transportation (NEMT) - Access2Care</h4> <p>If you need non-emergency transportation to your health care appointments, Access2Care can help arrange those services for you. They have bilingual staff that speak English and Spanish and interpreter services for other languages free of charge. Access2Care is available 24 hours a day, seven days a week. Members need to call at least 2 business days before their appointment.</p> <ul> <li>Toll Free: 1-844-572-8195</li> <li>TTY: 7-1-1 or 1-800-735-2988</li> <li>Where's My Ride: 1-844-572-8195</li> <li>Website: <a style="text-decoration: none;" href="https://www.access2care.net/" target="_blank" rel="noopener">Access2Care</a></li> </ul> <h4>Vision services (National Vision Administrators, LLC)</h4> <p>Members can get a vision exam and one pair of lenses and a frame once every 12 months. You do not need a referral from your child's Primary Care Provider to see the eye doctor. Your child can get eye care from any NVA vision provider.</p> <p>Members can call National Vision Administrators, LLC. (NVA) for vision services.</p> <ul> <li>Toll-Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-877-236-0661" href="tel:+1-877-236-0661">1-877-236-0661</a></li> <li>TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="1-888-820-2990" href="tel:+1-888-820-2990">1-888-820-2990</a></li> <li>Member website: <a class="GTMLINK" style="text-decoration: none;" title="https://www.e-nva.com/nva/content/home/js-cc-hp-welcome.xhtml" href="https://www.e-nva.com/nva/content/home/js-cc-hp-welcome.xhtml" target="_blank" rel="noopener">National Vision Adminstrators</a></li> <li>To find a Provider <a class="GTMLINK" style="text-decoration: none;" title="https://www.e-nva.com/nva/content/tourist/js-fp-entry-star-page.xhtml" href="https://www.e-nva.com/nva/content/tourist/js-fp-entry-star-page.xhtml" target="_blank" rel="noopener">click here</a></li> </ul> <h4>Dental managed care plans</h4> <p>There are three dental plans that service children on CHIP or Medicaid. Your dental plan includes statewide coverage and great benefits for you or your child. Among the care that is covered is:</p> <ul> <li>Basic care like check-ups, cleanings and X-rays</li> <li>Preventive care like fluoride treatments and sealants</li> <li>Other teeth problems like fillings, crowns, root canals and tooth removal</li> </ul> <h4>DentaQuest</h4> <ul> <li>Toll-Free: 1-800-508-6775</li> <li>TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Website: <a class="GTMLINK" style="text-decoration: none;" title="http://www.dentaquest.com/state-plans/regions/texas/members/" href="http://www.dentaquest.com/state-plans/regions/texas/members/" target="_blank" rel="noopener">DentaQuest</a></li> </ul> <h4>MCNA</h4> <ul> <li>Toll-free: 1-800-691-6262</li> <li>TTY/TDD (hearing impaired): 1-800-955-8771</li> <li>Website: <a class="GTMLINK" style="text-decoration: none;" title="http://www.mcnatx.net" href="https://www.mcnatx.net" target="_blank" rel="noopener">MCNA</a></li> </ul> <h4>United Health Care Dental</h4> <ul> <li>Toll-free: <a class="GTMPHONE" style="text-decoration: none;" title="1-877-901-7321" href="tel:+1-877-901-7321">1-877-901-7321</a></li> <li>TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Website: <a class="GTMLINK" style="text-decoration: none;" title="https://dentaltx.uhc.com/content/texas-medicaid/en/homepage.html" href="https://dentaltx.uhc.com/content/texas-medicaid/en/homepage.html" target="_blank" rel="noopener">UHC</a></li> </ul> <h4>Dental Value Add for pregnant women</h4> <p>Cook Children's Health Plan offers Up to $250 for basic and major dental services for CHIP Perinate members enrolled in the Cook Children's Health Plan's Baby Steps Program.</p> <p>Liberty Dental:</p> <ul> <li>Toll-Free: 1-888-902-0349</li> <li>TTY/TDD: 1-866-222-4306</li> <li>Website: <a class="GTMLINK" style="text-decoration: none;" title="https://client.libertydentalplan.com/cookchp" href="https://client.libertydentalplan.com/cookchp" target="_blank" rel="noopener">Liberty Dental</a></li> </ul> <h4>Medicaid Managed Care Program Helpline (Ombudsman)</h4> <p>The Office of the Ombudsman is designed to help people already on Medicaid but need help getting health care services. A priority is placed on people with urgent or complex health care needs get help that includes:</p> <ul> <li>Information about the Member's coverage</li> <li>Guidance on how to get services</li> <li>Referrals to the right place to get help</li> <li>Direct help from their staff to help resolve a problem <ul> <li>Toll-Free: 1-866-566-8989</li> <li>TTY/TDD: 1-800-735-2989</li> </ul> </li> </ul> <p>The hours of operation are Monday to Friday from 8a.m. to 5p.m.</p> <h4>For mail:</h4> <p>Texas Health and Human Services Commission<br />Office of Ombudsman, MC H-700 <br />P O Box 13247<br />Austin, TX 78711-3247<br />Website: <a class="GTMLINK" style="text-decoration: none;" title="https://hhs.texas.gov/about-hhs/your-rights/office-ombudsman" href="https://hhs.texas.gov/about-hhs/your-rights/office-ombudsman" target="_blank" rel="noopener">Ombudsman</a><br /><br />To Submit a complaint to the office of the Ombudsman click <a class="GTMLINK" style="text-decoration: none;" title="https://www.hhs.texas.gov/about-hhs/your-rights/hhs-office-ombudsman#:~:text=or%20Developmental%20Disabilities-,Call%20800%2D252%2D8154.,Community%2Dbased%20Services%20(HCS)" href="https://www.hhs.texas.gov/about-hhs/your-rights/hhs-office-ombudsman#:~:text=or%20Developmental%20Disabilities-,Call%20800%2D252%2D8154.,Community%2Dbased%20Services%20(HCS)" target="_blank" rel="noopener">here.</a></p> <h4>External medical review contact information</h4> <p>Upon Member request, following the internal appeal, the EMR process will be conducted by a separate entity, Independent Review Organization (IRO). The IRO is contracted by HHSC to complete an independent review of the healthcare services that were denied by Cook Children’s Health Plan. The IRO will decide whether the health plan original adverse benefit determination must be reversed or affirmed</p> <p>To learn more about the Member’s External Medical Review/State Fair Hearing process and/or request assistance, the Member or Member’s Representative can contact Cook Children’s Health Plan at:</p> <ul> <li>Toll Free: <a class="GTMPHONE" title="1-800-964-2247" href="tel:1-800-964-2247">1-800-964-2247</a></li> <li>Toll Free TTY/TDD: <a class="GTMPHONE" title="1-800-735-2988" href="tel:1-800-735-2988">1-800-735-2988</a></li> <li>Email: <a class="GTMEMAIL" title="CCHPDenialAndAppeal@cookchildrens.org" href="mailto:CCHPDenialAndAppeal@cookchildrens.org">CCHPDenialAndAppeal@cookchildrens.org</a></li> </ul> <h4>State fair hearing contact informationn</h4> <p>After exhausting Cook Children’s Health Plan internal appeal process, the Member has the right to request External Medical Review and/or State Fair Hearing. The request for State Fair Hearing/External Medical Review must be requested within one hundred-twenty (120) calendar days of the date that the health plan mailed the appeal decision letter or the right to request State Fair Hearing/External Medical Review is waived.</p> <p>To learn more about the Member’s External Medical Review/State Fair Hearing process and/or request assistance, the Member or Member’s Representative can contact Cook Children’s Health Plan at:</p> <ul> <li>Toll Free: <a class="GTMPHONE" title="1-800-964-2247" href="tel:1-800-964-2247">1-800-964-2247</a></li> <li>Toll Free TTY/TDD: <a class="GTMPHONE" title="1-800-735-2988" href="tel:1-800-735-2988">1-800-735-2988</a></li> </ul></div> </div> </div> </div> </div> <div class="score-accordion-panel "> <div class="panel-heading"> <h3 id="dcb0e630-c07d-4ced-a37d-7f663fc77c98-title" class="panel-title"> <button type="button" class="accordion-button GTMBUTTON" data-target="#dcb0e630-c07d-4ced-a37d-7f663fc77c98-panel" aria-expanded="false" aria-controls="dcb0e630-c07d-4ced-a37d-7f663fc77c98-panel"> STAR KIDS </button> </h3> </div> <div id="dcb0e630-c07d-4ced-a37d-7f663fc77c98-panel" class="panel-collapse collapse "> <div class="panel-body"> <div class="rich-text"> <h4> </h4> <div class="rich-text"><h4>Mailing Address</h4> <p>Cook Children's Health Plan<br />P.O. Box 2488<br />Fort Worth, TX 76113</p> <h4>Customer Care Department</h4> <ul> <li>Local: <a class="GTMPHONE" style="text-decoration: none;" title="682-303-0004" href="tel:+1-682-303-0004">682-303-0004</a></li> <li>Toll Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-844-843-0004" href="tel:+1-844-843-0004">1-844-843-0004</a></li> <li>Local TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Toll Free TTY/TDD: <a class="GTMPHONE" style="text-decoration: none;" title="1-800-735-2988" href="tel:+1-800-735-2988">1-800-735-2988</a></li> </ul> <p>The hours of operation are 8 a.m. to 5 p.m. Monday through Friday, except for state holidays. If you call after 5pm or the weekend or holiday, leave a message and your call will be returned the next business day.Call our Customer Care Department for:</p> <ul> <li>Pharmacy questions</li> <li>PCP changes</li> <li>New member ID card</li> <li>Benefit questions</li> </ul> <p>All of our Customer Care Representatives are bilingual in English and Spanish. If you need a face-to-face interpreter to go with you to your appointment, please call us to schedule one.</p> <h4>Emergency care</h4> <p>Conditions that need immediate attention and without it you think will cause serious harm or jeopardy to your health are considered emergency care. If you have a life-threatening condition or behavioral health crisis, go to the nearest emergency room or call 911. You do not need a referral for emergency care. For a behavioral health crisis, please call our Behavioral Health Crisis Line at <a class="GTMPHONE" title="Behavioral Health Crisis Line 833-391-3733" href="tel:1-833-391-3733">1-833-391-3733</a>.</p> <h4>Member Advocates</h4> <p>Cook Children's Health Plan has Member Advocates are ready to help you get the care you need and to make sure that you are treated fairly. They work closely with all departments within Cook Children's Health Plan and can help you solve any problems you have with your benefits, your provider or Service Coordinator. They can also help you:</p> <ul> <li>Schedule an appointment, including care for urgent conditions</li> <li>Understand and maximize benefits</li> <li>Resolve billing issues with providers</li> <li>File a complaint if you are not satisfied with the care you receive or had a service denied</li> <li>Find resources within the community <ul> <li>Toll Free: 1-844-843-0004</li> <li>TTY/TDD: 7-1-1</li> <li>Toll Free TTY/TDD: 1-800-735-2988</li> </ul> </li> </ul> <h4>Service coordination</h4> <p>Service coordination is a service Cook Children's Health Plan provides for you. You and your Cook Children's Health Plan Service Coordinator will work together to find out what your health needs are.<br /><br />With their help, you will also create a care plan, arrange all your services, and keep track of your progress toward your health care goals. When you enroll with Cook Children's Health Plan, you will be assigned to a Service Coordinator team that will help you with all your needs.<br /><br />You can call your Service Coordinator team if you have their direct number or by calling Cook Children's Health Plan at 1-844-843-0004. They will connect you to your Service Coordinator.</p> <h4>Pharmacy</h4> <p>Healthy members are very important to us. We are here to answer your questions to make sure your prescription benefit program works for you. This is your benefit and we want you to have convenient access to information that helps you manage your health.<br /><br />Use our Navi-Gate for Members Web Portal to access information about:</p> <ul> <li>General pharmacy benefit information</li> <li>Formulary</li> <li>Pharmacy search</li> <li>Drug search</li> <li>Drug recall notifications</li> <li>Easy access to direct member reimbursement (paper) claim forms</li> </ul> <p>Members call:</p> <ul> <li>Toll Free: 1-844-843-0004</li> <li>Local TTY/TDD: 7-1-1</li> <li>Toll Free TTY/TDD: 1-800-735-2988</li> <li>Member/Provider website: <a class="GTMLINK" style="text-decoration: none;" title="https://www.navitus.com/members" href="https://www.navitus.com/members" target="_blank" rel="noopener">Navitus</a></li> </ul> <h4>For Pharmacies and Prescribers only:<br />Toll free: 1-877-908-6023.</h4> <p>The hours of operation are 8 a.m. to 5 p.m. Monday through Friday, except for state holidays. If you call after 5pm or the weekend or holiday, leave a message and your call will be returned the next business day. All of our representatives are bilingual in English and Spanish.</p> <p><strong>Provider Relations</strong></p> <ul> <li>Toll Free: 1-888-243-3312</li> <li>TTY/TDD: 7-1-1</li> <li>Toll Free TTY/TDD (hearing impaired): 1-800-735-2988</li> </ul> <p>The hours of operation are 8 a.m. to 5 p.m. Monday through Friday, except for state holidays.</p> <p>Call Provider Relations for:</p> <ul> <li>Credentialing</li> <li>Provider contracts</li> <li>Name change</li> <li>Address change</li> <li>NPI/TPI update</li> <li>Phone and fax update</li> <li>Billing company change</li> <li>Letter of Interest Questionnaire</li> </ul> <p>If you need to file a complaint with the state, send an email to <a class="GTMLINK" style="text-decoration: none;" title="HPM_Complaints@hhsc.state.tx.us" href="mailto:HPM_Complaints@hhsc.state.tx.us">Provider Complaints</a>.</p> <h4>Nurse Advice Line 24/7</h4> <p><strong>Cook Children's Health Plan's Nurse Advice line is available to answer your health questions 24 hours a day, 7 days a week at no cost to you.</strong> </p> <p>Our Nurse Advice Line staff can help you decide what kind of care to seek. You might be able to treat the condition at home, you might need to see your doctor, or you might need to get urgent or immediate care. The nurse line is staffed with registered nurses that understand pediatric care. The Nurse Advice Line staff speaks English and Spanish. If you speak another language and need an interpreter, just let them know and they will connect you with someone that speaks your language.</p> <p>The Nurse Advice Line can help:</p> <ul> <li>Answer medical questions</li> <li>Provide care advice and help you determine if you need help right away.</li> <li>With medical conditions such as diabetes or asthma.</li> <li>If you don't know how much medicine to give your child</li> </ul> <p>If you have a life-threatening medical emergency, call 911.</p> <ul> <li>Toll Free: <a class="GTMPHONE" style="text-decoration: none;" title="1-833-926-2408" href="tel:+1-833-926-2408">1-833-926-2408</a></li> <li>TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="1-844-514-3774" href="tel:+1-844-514-3774">1-844-514-3774</a></li> </ul> <h4>Non Emergency Medical Transportation (NEMT) - Access2Care</h4> <p>If you need non-emergency transportation to your health care appointments, Access2Care can help arrange those services for you. They have bilingual staff that speak English and Spanish and interpreter services for other languages free of charge. Access2Care is available 24 hours a day, seven days a week. Members need to call at least 2 business days before their appointment.</p> <ul> <li>Toll Free: 1-844-572-8195</li> <li>TTY: 7-1-1 or 1-800-735-2988</li> <li>Where's My Ride: 1-844-572-8195</li> <li>Website: <a style="text-decoration: none;" href="https://www.access2care.net/" target="_blank" rel="noopener">Access2Care</a></li> </ul> <h4>Vision services (National Vision Administrators, LLC)</h4> <p>Members can get a vision exam and one pair of lenses and a frame once every 12 months. You do not need a referral from your child's Primary Care Provider to see the eye doctor. Your child can get eye care from any NVA vision provider.</p> <p>Members can call National Vision Administrators, LLC. (NVA) for vision services.</p> <ul> <li>Toll-Free:1-877-866-0384</li> <li>TTY/TDD (hearing impaired): 1-888-820-2990</li> <li>Member website: <a class="GTMLINK" style="text-decoration: none;" title="https://www.e-nva.com/nva/content/home/js-cc-hp-welcome.xhtml" href="https://www.e-nva.com/nva/content/home/js-cc-hp-welcome.xhtml" target="_blank" rel="noopener">National Vision Adminstrators</a></li> </ul> <h4>Dental managed care plans</h4> <p>There are three dental plans that service children on CHIP or Medicaid. Your dental plan includes statewide coverage and great benefits for you or your child. Among the care that is covered is:</p> <ul> <li>Basic care like check-ups, cleanings and X-rays</li> <li>Preventive care like fluoride treatments and sealants</li> <li>Other teeth problems like fillings, crowns, root canals and tooth removal</li> </ul> <h4>DentaQuest</h4> <ul> <li>Toll-Free: 1-800-508-6775</li> <li>TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Website: <a class="GTMLINK" style="text-decoration: none;" title="http://www.dentaquest.com/state-plans/regions/texas/members/" href="http://www.dentaquest.com/state-plans/regions/texas/members/" target="_blank" rel="noopener">DentaQuest</a></li> </ul> <h4>MCNA</h4> <ul> <li>Toll-free: 1-800-691-6262</li> <li>TTY/TDD (hearing impaired):1-800-955-8771</li> <li>Website: <a class="GTMLINK" style="text-decoration: none;" title="http://www.mcnatx.net" href="https://www.mcnatx.net" target="_blank" rel="noopener">MCNA</a></li> </ul> <h4>United Health Care Dental</h4> <ul> <li>Toll-free: <a class="GTMPHONE" style="text-decoration: none;" title="1-877-901-7321" href="tel:+1-877-901-7321">1-877-901-7321</a></li> <li>TTY/TDD (hearing impaired): <a class="GTMPHONE" style="text-decoration: none;" title="7-1-1" href="tel:7-1-1">7-1-1</a></li> <li>Website: <a class="GTMLINK" style="text-decoration: none;" title="https://dentaltx.uhc.com/content/texas-medicaid/en/homepage.html" href="https://dentaltx.uhc.com/content/texas-medicaid/en/homepage.html" target="_blank" rel="noopener">UHC</a></li> </ul> <h4>Dental Value Add for pregnant women</h4> <p>Cook Children's Health Plan offers Up to $250 for basic and major dental services for pregnant members enrolled in the Cook Children's Health Plan's Baby Steps Program.</p> <p>Liberty Dental:</p> <ul> <li>Toll-Free: 1-888-902-0349</li> <li>TTY/TDD: 1-866-222-4306</li> <li>Website: <a class="GTMLINK" style="text-decoration: none;" title="https://client.libertydentalplan.com/cookchp" href="https://client.libertydentalplan.com/cookchp" target="_blank" rel="noopener">Liberty Dental</a></li> </ul> <h4>Medicaid Managed Care Program Helpline (Ombudsman)</h4> <p>The Office of the Ombudsman is designed to help people already on Medicaid but need help getting health care services. A priority is placed on people with urgent or complex health care needs get help that includes:</p> <ul> <li>Information about the Member's coverage</li> <li>Guidance on how to get services</li> <li>Referrals to the right place to get help</li> <li>Direct help from their staff to help resolve a problem <ul> <li>Toll-Free: 1-866-566-8989</li> <li>TTY/TDD: 1-800-735-2989</li> </ul> </li> </ul> <p>The hours of operation are Monday to Friday from 8a.m. to 5p.m.</p> <h4>For mail:</h4> <p>Texas Health and Human Services Commission<br />Office of Ombudsman, MC H-700 <br />P O Box 13247<br />Austin, TX 78711-3247<br />Website: <a class="GTMLINK" style="text-decoration: none;" title="https://hhs.texas.gov/about-hhs/your-rights/office-ombudsman" href="https://hhs.texas.gov/about-hhs/your-rights/office-ombudsman" target="_blank" rel="noopener">Ombudsman</a><br /><br />To Submit a complaint to the office of the Ombudsman click <a class="GTMLINK" style="text-decoration: none;" title="https://hhsportal.hhs.state.tx.us/heartwebextr/public/assignment_hhsc_omd?methodToCall=loadExternalAssignmentHome" href="https://hhsportal.hhs.state.tx.us/heartwebextr/public/assignment_hhsc_omd?methodToCall=loadExternalAssignmentHome" target="_blank" rel="noopener">here</a></p> <h4>Fair hearing contact information</h4> <p>If you need help, your Service Coordinator or a Member Advocate can help you file a request for a State Fair Hearing. Call us and we will help you get the process started.</p> <ul> <li>Toll Free:1-844-843-0004</li> <li>Toll Free TTY/TDD: 1-800-735-2988</li> </ul> <p>If you have any questions, please call Member Services at <a class="GTMPHONE" style="text-decoration: none;" title="1-844-843-0004" href="tel:+1-844-843-0004">1-844-843-0004</a> or Provider Services at <a class="GTMPHONE" style="text-decoration: none;" title="1-888-243-3312" href="tel:+1-888-243-3312">1-888-243-3312</a> Monday through Friday from 8 a.m. to 5 p.m.</p> <h4>External medical review contact information</h4> <p>Upon Member request, following the internal appeal, the EMR process will be conducted by a separate entity, Independent Review Organization (IRO). The IRO is contracted by HHSC to complete an independent review of the healthcare services that were denied by Cook Children’s Health Plan. The IRO will decide whether the health plan original adverse benefit determination must be reversed or affirmed</p> <p>To learn more about the Member’s External Medical Review/State Fair Hearing process and/or request assistance, the Member or Member’s Representative can contact Cook Children’s Health Plan at:</p> <ul> <li>Toll Free: <a class="GTMPHONE" title="1-844-843-0004" href="tel:1-844-843-0004">1-844-843-0004</a></li> <li>Toll Free TTY/TDD: <a class="GTMPHONE" title="1-800-735-2988" href="tel:1-800-735-2988">1-800-735-2988</a></li> <li>Email: <a class="GTMEMAIL" title="CCHPDenialAndAppeal@cookchildrens.org" href="mailto:CCHPDenialAndAppeal@cookchildrens.org">CCHPDenialAndAppeal@cookchildrens.org</a></li> </ul> <h4>State fair hearing contact information</h4> <p>After exhausting Cook Children’s Health Plan internal appeal process, the Member has the right to request External Medical Review and/or State Fair Hearing. The request for State Fair Hearing/External Medical Review must be requested within one hundred-twenty (120) calendar days of the date that the health plan mailed the appeal decision letter or the right to request State Fair Hearing/External Medical Review is waived.</p> <p>To learn more about the Member’s External Medical Review/State Fair Hearing process and/or request assistance, the Member or Member’s Representative can contact Cook Children’s Health Plan at:</p> <ul> <li>Toll Free: <a class="GTMPHONE" title="1-844-843-0004" href="tel:1-844-843-0004">1-844-843-0004</a></li> <li>Toll Free TTY/TDD: <a class="GTMPHONE" title="1-800-735-2988" href="tel:1-800-735-2988">1-800-735-2988</a></li> </ul></div> </div> </div> </div> </div> </div> <div class="rte-content"> <div class="rich-text"><h2>Need help?</h2> <p>If you have questions, please call Cook Children's Health Plan at <a class="GTMPHONE" title="1-800-964-2247" href="tel:+1-800-964-2247">1-800-964-2247</a>.</p> <p> </p> 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