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December 2016 Texas Medicaid Provider Procedures Manual

Appendix A: State, Federal, and TMHP Contact Information : A.12 Other TMHP Information : A.12.2 TMHP Contact Center

A.12.2
The TMHP Contact Center is available from 7 a.m. to 7 p.m., Central Time, Monday through Friday.
The TMHP Contact Center assists with questions such as:
The TMHP Contact Center is available to assist providers and clients. Please review the telephone and fax communication guides in this section for a list of contact telephone and fax numbers.
Provider calls, including those that were previously made to the Provider Relations territory representatives, are now handled first by the Contact Center. The Contact Center is well equipped to handle most inquiries about benefits and claims.
If the Contact Center representative determines that an inquiry can best be handled by the TMHP Provider Relations department, the inquiry will be forwarded to Provider Relations. For example, providers who want to talk to their Provider Relations representative about a visit, in-service, or training, can call the Contact Center, and the Contact Center will forward the request to Provider Relations.
Resolution of more complex issues that are referred to Provider Relations for further analysis can take up to 30 days from the date of the referral. For these issues, Provider Relations will contact the provider by telephone or e-mail when the issue has been resolved.
For questions or information about Medicaid eligibility, clients are referred to their caseworker or the local HHSC office.

Texas Medicaid & Healthcare Partnership
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