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Client Hotlines

Medicaid: 800‑335‑8957 and 800‑252‑8263

CSHCN Services Program: 877‑888‑2350

The Client Hotlines handle client issues pertaining to the status of Medically Needy cases, billing questions, and program benefits, as well as contact information for the Medical Transportation Program, THSteps services, and for HIPAA privacy violations.

Client Notification: 800‑414‑3406

This line offers clients assistance with an authorization request that has been modified or denied for one of the following reasons: meeting medical necessity criteria, incomplete requests, submission guidelines, or lacking Federal Financial Participation. The agents are responsible for educating the client on the review process when a prior authorization has been denied. They will also gather the required documentation to be reviewed during the Fair Hearing.

HIPAA: 800‑723‑4789

This line is provided to assist clients by offering an explanation on HIPAA Certificates. These certificates are provided to inform clients that their Medicaid coverage has ended. A replacement certificate can be requested if needed.