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Contact Cook Children's Health Plan

CHIP

Mailing Address
Cook Children's Health Plan
P.O. Box 2488
Fort Worth, TX 76113

Member Services
Toll Free: 1-800-964-2247
TTY/TDD: 682-885-2138
Toll Free TTY/TDD: 1-844-644-4137

Hours of Operation: 8 a.m. to 5 p.m. Monday through Friday, except for State Holidays.

Call Member Services for:

  • Pharmacy questions
  • PCP changes
  • New member ID card
  • Benefit questions

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.

Emergency Care

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 9-1-1. You do not need a referral for emergency care. For Behavioral Health crisis call Beacon Health Options at 1-855-481-7045.

Provider Relations
Toll Free: 1-800-964-2247
TTY/TDD: 682-885-2138
Toll Free TTY/TDD (hearing impaired): 1-844-644-4137

Hours of Operation: 8 a.m. to 5 p.m. Monday through Friday, except for State Holidays.

Call Provider Relations for:

  • Credentialing
  • Provider contracts
  • Name change
  • Address change
  • NPI/TPI update
  • Phone & fax update
  • Billing Company Change
  • Letter of Interest Questionnaire

State inbox for provider complaints: HPM_Complaints@hhsc.state.tx.us

Nurse Advice Line 24/7
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.  

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, just let them know and they will connect you with someone who can help.

The Nurse Advice Line can help:

  • Answer medical questions
  • provide care advice and help you determine if you need help right away.
  • With medical conditions such as diabetes or asthma.
  • Don’t know how much medicine to give your child

If you have a life-threatening medical emergency, call 911.

Toll-Free: 1-866-971-2665
TTY/TDD (hearing impaired): 1-844-514-3774

Behavioral Health- Substance Abuse Services

CCHP has arranged for confidential mental health and drug or alcohol abuse services by Beacon Health Options. You do not need a referral to get these services. They are available 24/7.

Toll-free: 1-855-481-7045
TTY/TDD (hearing impaired): 1-855-539-5876

English & Spanish. Other language translations available.
Interpreter services available.

Vision Services (National Vision Administrators, LLC)

Members can call National Vision Administrators, LLC. (NVA) for vision services.

Toll-Free: 1-877-636-2576
TTY/TDD (hearing impaired): 1-888-820-2990

Pharmacy Services (Navitus Health Solutions, LLC)
 
Prescribers can call Navitus Health Solutions, LLC. for pharmacy services.
 
Toll-Free:  1-877-908-6023 (for prescribers only)
 
Dental Managed Care Plans

DentaQuest
Toll-Free: 1-800-508-6775
TTY/TDD (hearing impaired):
Website: http://www.dentaquest.com/state-plans/regions/texas/members/

MCNA
Toll-free: 1-800-691-6262
TTY/TDD (hearing impaired): 1-800-955-8771
Website: http://www.mcnatx.net/about-program

Dental Value Add for Pregnant Women 

Up to $250 for basic and major dental services for CHIP Perinate members enrolled in the CCHP Baby Steps Program

Liberty Dental:
Toll-Free: 1-888-902-0349
TTY/TDD: 1-866-222-4306
https://client.libertydentalplan.com/cookchp

Medicaid Managed Care Program Helpline (Ombudsman)

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:

  • Information about the Member’s coverage
  • Guidance on how to get services
  • Referrals to the right place to get help
  • Direct help from their staff to help resolve a problem

Toll-Free: 1-866-566-8989
TTY/TDD: 1-800-735-2989
Hours of Operation: Monday to Friday from 8a.m. to 5p.m.

For Mail:

Texas Health and Human Services Commission
Office of the Ombudsman, MC H-700
P O Box 13247
Austin, TX  78711-3247
http://www.hhsc.state.tx.us/ombudsman/managed-care.shtml

Fair hearing contact information- Ask for Kathy or Tamara

  • Toll-free number to request an appeal
  • Information on the information and assistance that can be received by calling this number

STAR

Mailing Address
Cook Children's Health Plan
P.O. Box 2488
Fort Worth, TX 76113

Member Services
Toll Free: 1-800-964-2247
TTY/TDD: 682-885-2138
Toll Free TTY/TDD: 1-844-644-4137

Hours of Operation: 8 a.m. to 5 p.m. Monday through Friday, except for State Holidays.

Call Member Services for:

  • Pharmacy questions
  • PCP changes
  • New member ID card
  • Benefit questions

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.

Emergency Care

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 9-1-1. You do not need a referral for emergency care. For Behavioral Health crisis call Beacon Health Options at 1-855-481-7045.

STAR Program Helpline (Enrollment Broker)
Toll Free: 1-800-964-2777

Provider Relations
Toll Free: 1-800-964-2247
TTY/TDD: 682-885-2138
Toll Free TTY/TDD (hearing impaired): 1-844-644-4137

Hours of Operation: 8 a.m. to 5 p.m. Monday through Friday, except for State Holidays.

Call Provider Relations for:

  • Credentialing
  • Provider contracts
  • Name change
  • Address change
  • NPI/TPI update
  • Phone & fax update
  • Billing Company Change
  • Letter of Interest Questionnaire

State inbox for provider complaints: HPM_Complaints@hhsc.state.tx.us

Nurse Advice Line 24/7
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. 

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, just let them know and they will connect you with someone who can help.

The Nurse Advice Line can help:

  • Answer medical questions
  • provide care advice and help you determine if you need help right away.
  • With medical conditions such as diabetes or asthma.
  • Don’t know how much medicine to give your child

If you have a life-threatening medical emergency, call 911.

Toll-Free: 1-866-971-2665
TTY/TDD (hearing impaired): 1-844-514-3774

Behavioral Health- Substance Abuse Services

CCHP has arranged for confidential mental health and drug or alcohol abuse services by Beacon Health Options. You do not need a referral to get these services. They are available 24/7.

Toll-free: 1-855-481-7045
TTY/TDD (hearing impaired): 1-855-539-5876

English & Spanish. Other language translations available.
Interpreter services available.

Vision Services (National Vision Administrators, LLC)

Members can call National Vision Administrators, LLC. (NVA) for vision services.

Toll-Free: 1-877-236-0661
TTY/TDD (hearing impaired): 1-888-820-2990

Dental Managed Care Plans

DentaQuest
Toll-Free: 1-800-508-6775
TTY/TDD (hearing impaired):
Website: http://www.dentaquest.com/state-plans/regions/texas/members/

MCNA
Toll-free: 1-800-691-6262
TTY/TDD (hearing impaired): 1-800-955-8771
Website: http://www.mcnatx.net/about-program

Dental Value Add for Pregnant Women 

Up to $250 for basic and major dental services for Pregnant members enrolled in the CCHP Baby Steps Program.

Liberty Dental:
Toll-Free: 1-888-902-0349
TTY/TDD: 1-866-222-4306
https://client.libertydentalplan.com/cookchp

Pharmacy Services (Navitus Health Solutions, LLC)
 
Prescribers can call Navitus Health Solutions, LLC. for pharmacy services.
 
Toll-Free:  1-877-908-6023 (for prescribers only)
 
Medicaid Managed Care Program Helpline (Ombudsman)

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:

  • Information about the Member’s coverage
  • Guidance on how to get services
  • Referrals to the right place to get help
  • Direct help from their staff to help resolve a problem

Toll-Free: 1-866-566-8989
TTY/TDD: 1-800-735-2989
Hours of Operation: Monday to Friday from 8a.m. to 5p.m.

For Mail:

Texas Health and Human Services Commission
Office of the Ombudsman, MC H-700
P O Box 13247
Austin, TX  78711-3247
http://www.hhsc.state.tx.us/ombudsman/managed-care.shtml

To ask for a Fair Hearing, member or the member’s representative should either call the health plan at 1-800-862-2488 or send a letter to:

Cook Children's Health Plan
Attention: Denial and Appeal
P.O. Box 2488
Fort Worth, TX 76101-2488

Or the member may contact their member advocate.


STAR KIDS

Mailing Address
Cook Children's Health Plan
P.O. Box 2488
Fort Worth, TX 76113

Customer Care Department
Toll Free: 1-844-843-0004
TTY/TDD: 682-303-0004
Toll Free TTY/TDD: 1-844-644-4137

Hours of Operation: 8 a.m. to 5 p.m. Monday through Friday, except for State Holidays.

Call our Customer Care Department for:

  • Pharmacy questions
  • PCP changes
  • New member ID card
  • Benefit questions

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.

Emergency Care

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 9-1-1. You do not need a referral for emergency care. For Behavioral Health crisis call Beacon Health Options at 1-855-481-7045.
 
Member Advocates

Cook Children’s Health Plan has Member Advocates that 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:

  • Schedule an appointment, including care for urgent conditions
  • Understand and maximize benefits
  • Resolve billing issues with providers
  • File a complaint if you are not satisfied with the care you receive or had a service denied
  • Find resources within the community

Toll Free: 1-844-843-0004
TTY/TDD: 1-682-303-0004
Toll Free TTY/TDD: 1-844-644-4137

Service Coordination

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.

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.

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.

Provider Relations

Toll Free: 1-800-964-2247
TTY/TDD: 682-885-2138
Toll Free TTY/TDD (hearing impaired): 1-844-644-4137

Hours of Operation: 8 a.m. to 5 p.m. Monday through Friday, except for State Holidays.

Call Provider Relations for:

  • Credentialing
  • Provider contracts
  • Name change
  • Address change
  • NPI/TPI update
  • Phone & fax update
  • Billing Company Change
  • Letter of Interest Questionnaire

State inbox for provider complaints: HPM_Complaints@hhsc.state.tx.us

Nurse Advice Line 24/7
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. 

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, just let them know and they will connect you with someone who can help.

The Nurse Advice Line can help:

  • Answer medical questions
  • provide care advice and help you determine if you need help right away.
  • With medical conditions such as diabetes or asthma.
  • Don’t know how much medicine to give your child

If you have a life-threatening medical emergency, call 911.

Toll-Free: 1-866-971-2665
TTY/TDD (hearing impaired): 1-844-514-3774

Behavioral Health- Substance Abuse Services
CCHP has arranged for confidential mental health and drug or alcohol abuse services by Beacon Health Options. You do not need a referral to get these services. They are available 24/7.

Toll-free: 1-855-481-7045
TTY/TDD (hearing impaired): 1-855-539-5876

English & Spanish. Other language translations available.
Interpreter services available.

Vision Services (National Vision Administrators, LLC)

Members can call National Vision Administrators, LLC. (NVA) for vision services.

Toll-Free: 1-877-866-0384
TTY/TDD (hearing impaired): 1-888-820-2990

Dental Managed Care Plans

DentaQuest
Toll-Free: 1-800-508-6775
TTY/TDD (hearing impaired):
Website: http://www.dentaquest.com/state-plans/regions/texas/members/

MCNA
Toll-free: 1-800-691-6262
TTY/TDD (hearing impaired): 1-800-955-8771
Website: http://www.mcnatx.net/about-program

Pharmacy Services (Navitus Health Solutions, LLC)
 
Prescribers can call Navitus Health Solutions, LLC. for pharmacy services.
 
Toll-Free:  1-877-908-6023 (for prescribers only)

 

Medicaid Managed Care Program Helpline (Ombudsman)

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:

  • Information about the Member’s coverage
  • Guidance on how to get services
  • Referrals to the right place to get help
  • Direct help from their staff to help resolve a problem

Toll-Free: 1-866-566-8989
TTY/TDD: 1-800-735-2989
Hours of Operation: Monday to Friday from 8a.m. to 5p.m.

For Mail:

Texas Health and Human Services Commission
Office of the Ombudsman, MC H-700
P O Box 13247
Austin, TX  78711-3247
Member Website Link: http://www.hhsc.state.tx.us/ombudsman/managed-care.shtml

To ask for a Fair Hearing, member or the member’s representative should either call the health plan at 1-800-862-2488 or send a letter to:

Cook Children's Health Plan
Attention: Denial and Appeal
P.O. Box 2488
Fort Worth, TX 76101-2488

Or the member may contact their member advocate.