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Phone System Improvements Implementing September 5, 2023

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Note: Texas Medicaid managed care organizations (MCOs) must provide all medically necessary, Medicaid-covered services to Medicaid members who are enrolled in their MCO. Administrative procedures, such as prior authorization, precertification, referrals, and claims and encounter data filing, may differ from traditional Medicaid (fee-for-service) and from MCO to MCO. Providers should contact the member’s specific MCO for details.

Beginning September 5, 2023, the Texas Medicaid & Healthcare Partnership (TMHP) will be implementing improvements to the phone system, including the Automated Inquiry System (AIS). Here are some of the improvements:

  • Some menu options and messages will change.
  • TMHP is adding direct transfers where applicable.
  • The new system will have the ability to recognize menu options through touch-tone keypad selection or speech recognition to engage callers.

For more information, call the TMHP Contact Center at 800-925-9126 or the TMHP-CSHCN Services Program Contact Center at 800-568-2413.