STAR Member Handbook. Blue Cross and Blue Shield of Texas. bcbstx.com/star. Travis Service Area. Effective Member Services:

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1 Blue Cross and Blue Shield of Texas STAR Member Handbook Travis Service Area Effective Member Services: bcbstx.com/star A Division of Health Care Service Corporation, a Mutual Legal Reserve Company, an Independent Licensee of the Blue Cross and Blue Shield Association TR1P-1013

2 Welcome! Welcome to Blue Cross and Blue Shield of Texas (BCBSTX). Thank you for being a part of our health plan family. As a valued BCBSTX member, you are getting this book with information you need to help you get the most from your health plan. In this handbook, you will find: How to use providers in the network When you need our OK for health care services (prior authorization) What your plan covers and does not cover How your health plan works Your member rights and responsibilities Important phone numbers When to use the emergency room This handbook also explains: How we keep your health information private 24 Hour Nurse Line, a 24-hour nurse help line Checkups to help keep your family healthy What to do if you are pregnant Please read How to use Your BCBSTX Health Plan. You must have an OK from us before some types of specialty care will be covered. Make sure you use providers in the BCBSTX network. If no one in the network can give you the care you need, your Primary Care Provider (PCP) will get an OK from us to send you to a provider that is not in the network. For emergency or urgent care to be covered, you do not need to get an OK from us at all. You do not need an OK from us or need to be referred by your PCP to get family planning care. You may go to any qualified family planning provider. If you do not have a health care emergency, you must use a provider in the network. If you get non emergency care from a provider that is not in the network before you get the required OK from us, you will have to pay for that service. Your member ID card has been sent to you as a separate item. Your ID card lists your PCP. If you want to change your PCP, choose one from the BCBSTX Provider Directory. Then fill out and send us the PCP Selection Form. Or, you can call us if you have lost your directory, or if you would like a new one. If you need help or have not received your ID card, please call us toll-free at our Customer Care Center (CCC) number Or, if you have hearing or speech loss, you may call the text telephone (TTY) line at We look forward to serving you. Blue Cross and Blue Shield of Texas

3 Table of Contents PART 1 Important phone numbers and information... 2 PART 2 How to use this book... 4 PART 3 Important things to do... 6 PART 4 How to use your BCBSTX health plan... 7 PART 5 What is covered by BCBSTX PART 6 Value added services covered by BCBSTX PART 7 What is not covered by BCBSTX PART 8 What is covered by Medicaid PART 9 How to fill your prescriptions PART 10 Emergency and urgent care services PART 11 Programs to help keep you well PART 12 Help with special services PART 13 How to resolve a problem with BCBSTX PART 14 If we can no longer serve you PART 15 Other things you may need to know PART 16 Your health care rights and responsibilities PART 17 BCBSTX service area PART 18 Definitions PART 19 Benefit quick reference guide TABLE OF CONTENTS 1

4 Part 01 Important phone numbers and information Questions? Call our toll-free numbers BCBSTX Customer Care Center (CCC) CCC TTY (line for hearing or speech loss) Community Resource Coordinators (CRC) Hour Nurse Line 2 Important phone numbers

5 Part 1 Important phone numbers and information Texas Hour Nurse Line 24-hour nurse help line TTY BCBSTX Customer Care Center (CCC) Hours: Monday Friday, 7 a.m. to 6 p.m. (Central Time) After-hours and on weekends, if you have a non-urgent question, you may leave a message with the BCBSTX answering service. Your call will be returned the next business day. Help is offered in English and Spanish. Interpreter services are available. In an emergency, call 911. CCC TTY (After-hours and on weekends, call Texas Relay at the number below) BCBSTX Community Resource Coordinators (CRC) Fax Davis Vision TTY Denta Quest Department of Aging and Disability Services (DADS) Department of Assistive and Rehabilitative Services (DARS) Liberty Dental MCNA Dental Magellan Health Services (Behavioral Health and Substance Abuse) This line is available in English and Spanish, 24 hours a day, seven days a week. Interpreter services are available. In an emergency, call 911. Magellan TTY Maximus Enrollment Broker Medical Transportation Program (MTP) Medicaid Managed Care Help Line TDD National Poison Control Center Calls are routed to the office closest to you. Non Emergency Medical Transportation TTY STAR Program Help Line Texas Health and Human Services Commission Texas Department of State Health Services (DSHS) Family and Community Health Services Help and Referral Line Texas Immunization Registry Help Desk Immunization Division Texas Health Steps Texas Relay Service or Women, Infants and Children (WIC) Program Your Texas Benefits Medicaid Card TTY lines are only for members with hearing or speech loss. Important phone numbers 3

6 Part 02 How to use this book This member handbook tells you how Blue Cross and Blue Shield of Texas (BCBSTX) works. It also tells you which services are covered and which services are not covered. If you need help with this book, call the toll-free Customer Care Center (CCC) at If you have hearing or speech loss, you may call the CCC TTY line at This book also is offered in audio CD, large print, Braille or languages other than English. 4 How to use this book

7 Part 2 How to use this book We made this book easy to use by breaking it into parts. You can read any part at any time. To save time, we suggest these for you to do: Please read these parts first: Important things to do How to use your BCBSTX health plan Emergency and urgent care services Then, take some time and read: What is covered by BCBSTX What is not covered by BCBSTX What is covered by Medicaid Value Added Services These parts are important to read as well: Programs to help keep you well Other things you may need to know Your health care rights and responsibilities Important phone numbers and information If you need help with this book, call the toll-free Customer Care Center (CCC) at If you have hearing or speech loss, you may call the CCC TTY line at This book is also offered in audio CD, large print, Braille or languages other than English. How to use this book 5

8 Part 0 3 Important things to do Keep your BCBSTX identification (ID) card with you at all times. Show it every time you need health care services. Do not let anyone else use your card. Check that the doctor on your ID card is the one you want. Your ID card lists your Primary Care Provider (PCP). A PCP is your main health care provider. If you want a different PCP, let us know right away. Set up an initial health exam with your PCP right away. If you are an adult, your first health exam needs to be within 90 days after joining BCBSTX. A child should be seen by a doctor within 90 days after joining the plan. A newborn should be seen by a doctor within 14 days after birth. During the first exam, the PCP learns about the patient s health care needs to help him or her stay healthy. Call your PCP before you get medical care, unless it is an emergency. Your PCP s office will help you make an appointment for care. If you need a ride to and from non emergency medical visits, call the HHSC Medical Transportation Program (MTP) at or call us to coordinate transportation. If you have hearing or speech loss, you may call MTP at If it is an emergency, get help right away. Call 911 or go to the nearest emergency room (ER) for medical care. You do not need an approval from us or your PCP for emergency care. It does not matter if you are inside or outside our service area. You will be covered for emergency services in the U.S. even if the emergency services provider is not part of the BCBSTX network. If you have a health problem, you can call 24 Hour Nurse Line, the 24-hour toll-free nurse line, for help. Have your BCBSTX ID card ready when you call. The nurse will ask for your ID card number. You are important to us. We want to help you get the health care you need. Thank you for choosing BCBSTX. 6 Important things to do

9 Part 44 How to use your BCBSTX health plan Your BCBSTX ID Card How to read it. How to use it. Show your BCBSTX ID card to your doctor, hospital or other provider when you go for health care services. Your BCBSTX ID card has these important details: Your name Your Medicaid member ID number BCBSTX name and address The BCBSTX toll-free Customer Care Center phone number and TTY line Your PCP s name and phone number The date your PCP was assigned to you (effective date) What to do in an emergency The phone number for the 24 Hour Nurse Line, the toll-free nurse help line The phone number for vision services You will get a new BCBSTX ID card if: You change your PCP. Your PCP s address or phone number changes. You lose your ID card. How to use your BCBSTX health plan 7

10 Part 4 How to Replace Your BCBSTX ID Card if It Is Lost If your BCBSTX ID card is lost, call the Customer Care Center at If you have hearing or speech loss, you may call the CCC TTY line at If you lose the Your Texas Benefits Medicaid card and need quick proof of eligibility, you must ask for a Temporary Medicaid Eligibility Verification Form (Form 1027-A) in person at an HHSC benefits office. To find the nearest office, call First pick a language and then pick option 2. Your Texas Benefits Medicaid Card When you are approved for Medicaid, you will get a Your Texas Benefits Medicaid Card. This plastic card will be your everyday Medicaid ID card. You should carry and protect it just like your driver s license or a credit card. The card has a magnetic stripe that holds your Medicaid ID number. Your doctor can use the card to find out if you have Medicaid benefits when you go for a visit. You will get a new Your Texas Benefits Medicaid card every time you change your health plan. If you are not sure if you are covered by Medicaid, you can find out by calling toll-free at You can also call First pick a language and then pick option 2. Your health history is a list of medical services and drugs that you have gotten through Medicaid. We share it with Medicaid doctors to help them decide what health care you need. If you don t want your doctors to see your health history through the secure online network, call toll-free at If you lose the Your Texas Benefits Medicaid card and need quick proof of eligibility, you must ask for a Temporary Medicaid Eligibility Verification Form (Form 1027-A) in person at an HHSC benefits office. To find the nearest office, call First pick a language and then pick option 2. The back of the Your Texas Benefits Medicaid card has a website you can visit ( and a phone number you can call ( ) if you have questions about the new card. 8 heading How to use your BCBSTX health plan

11 How to use your BCBSTX health plan The Your Texas Benefits Medicaid card has these facts printed on the front: Your name and Medicaid ID number. The name of the Medicaid program you re in if you get your Medicaid services through a health plan. This would be STAR, STAR Health or STAR+PLUS. The date Health and Human Services Commission (HHSC) made the card for you. Facts your drug store will need to bill Medicaid. The name of the health plan you re in and the plan s phone number. The name of your doctor and drug store if you re in the Medicaid Limited program. The back of the Your Texas Benefits Medicaid card has a website you can visit (www. YourTexasBenefits.com) and a phone number you can call ( ) if you have questions about the new card. If you forget your card, your doctor, dentist or drug store can use the phone or the Internet to make sure you get Medicaid benefits. If you lose the Your Texas Benefits Medicaid card, you can get a new one by calling toll-free at Choosing a Primary Care Provider (PCP) Your BCBSTX ID card will have the name and phone number of the Primary Care Provider (PCP) you chose or the PCP assigned if you didn t choose one. What is a PCP? A PCP is your main health care provider. A PCP can be a: Pediatrician Family or general practitioner Internist Obstetrician/gynecologist (OB/GYN) Nurse Practitioner (NP) or Physician Assistant (PA) Can a clinic be my Primary Care Provider? Clinics such as Federally Qualified Health Centers (FQHCs), and Rural Health Clinics (RHCs) can also be PCPs. How to use your BCBSTX health plan 9

12 Part 4 If I do not choose an OB/GYN, do I have direct access? A woman can go to an OB/GYN as her PCP. She can also go to an in-network OB/GYN any time she needs to see a doctor. Can I stay with my OB/GYN if he or she is not with BCBSTX? Will I need a referral? The OB/GYN must be in the same network as the PCP. No referral is needed to see an OB/ GYN. A pregnant member with 12 weeks or less remaining before the expected delivery date may remain under her current OB/GYN s care through her postpartum checkup, even if the OB/GYN doctor is, or becomes, out-of-network. How do I choose an OB/GYN? You can look in the BCBSTX Provider Directory to choose an OB/GYN. If you are pregnant, call us. We can help you get the care you need and help you choose a PCP for your baby. Our Provider Directory lists PCPs who work with BCBSTX and are taking new patients. It lists their addresses, phone numbers and the hours they are open. Provider Directory/ Provider Finder Look in the Provider Directory or on Provider Finder on the BCBSTX website to: Choose a PCP for your child under Family Practice, Pediatrics or General Practice. Choose a PCP for a pregnant member under Obstetrics and Gynecology, Family Practice, Internal Medicine or General Practice. Choose a PCP for adults in your family under Family Practice, Internal Medicine or General Practice. It is important to find the right PCP for you and your family. When choosing a PCP, you may have questions such as: Is the PCP a man or a woman? What language does the PCP speak? Is the PCP s office open on weekends? You can also find these details in the Provider Directory or on Provider Finder. As a member of BCBSTX, you will get a new Provider Directory if you ask for one. If you need a Provider Directory or need help choosing a PCP who s right for you, call our toll-free CCC number at If you have hearing or speech loss call the CCC TTY line at Or, get a Provider Directory at If you would like to learn more about a PCP or a specialist, such as the doctor s specialty, medical school, residency training or board certification, visit these websites: American Medical Association ( AIM DocFinder ( The Texas Medical Board ( 10 heading How to use your BCBSTX health plan

13 How to use your BCBSTX health plan Physician Incentive Plans A physician incentive plan rewards doctors for treatments that reduce or limit services for people covered by STAR. You have the right to know if your primary care provider (main doctor) is part of this physician incentive plan. You also have a right to know how the plan works. Right now, BCBSTX does not have a physician incentive plan. Changing your PCP How can I change my/my child s Primary Care Provider? If you want to do so, call our CCC number at If you have hearing or speech loss, you may call the CCC TTY line at We want you to be happy with your PCP. Most of the time, it is best to keep the same PCP, so he or she can get to know your health needs and history. You may find out later that you need to change PCPs. How many times can I change my/my child s Primary Care Provider? There is no limit on how many times you can change your or your child s primary care provider. You can change primary care providers by calling us toll-free at (TTY line , for members with hearing or speech loss) or by writing to: Blue Cross and Blue Shield of Texas P.O. Box Austin, Texas Are there any reasons why a request to change a PCP may be denied? Your request to change your PCP may be denied: If you choose a PCP who is not taking new patients. If the PCP is not in your network. If the PCP is outside your service area. It is important to know that when you change PCPs often, your health care may not be as good as it could be. If you choose to change, have your medical records sent to your new PCP. When will my Primary Care Provider change become effective? Your PCP change will be effective on the date the change is made. You will get a new ID card with your new PCP s name and contact details on it. Can my Primary Care Provider move me to another Primary Care Provider for noncompliance? We, or your PCP, may ask you to change your PCP if: BCBSTX no longer works with your PCP. You keep making appointments and don t show up for them. You are often late for your appointments. You are rude or abusive, or disrupt the PCP s office. How to use your BCBSTX health plan 11

14 Part 4 What if I choose to go to another doctor who is not my Primary Care Provider? If you choose to go to a doctor who is not your PCP, call us first. We will try to make the doctor your PCP. Services given by a doctor who is not your PCP may not be covered by us. If you see a doctor who is not your PCP without an OK from us first, you may have to pay for the services you get. Making an appointment with your doctor Call your PCP for an appointment. Tell him or her you are a BCBSTX member. Have your BCBSTX ID card and your Texas Benefits Medicaid card with you when you call. You may be asked for the ID numbers on the card and the form. What do I need to bring with me to my doctor s appointment? Make sure to take your BCBSTX ID card and your Texas Benefits Medicaid card with you to your doctor s appointment. Be on time for your appointment. Call your doctor s office as soon as possible if: You will be late. You cannot keep your appointment. This will help shorten everyone s time in the waiting room. Your PCP may not be able to see you if you are late. What if I need to cancel an appointment? If you cancel your appointment, someone at your PCP s office can help you set up a new one. Call your PCP before you get any medical care, unless it is an emergency. You can reach your PCP 24 hours a day at the PCP number on your card. After regular business hours, leave your name and phone number with the answering service. Either your PCP or an on-call doctor will call you back. If you have an emergency, call 911 or go to the nearest emergency room (ER). You can also call the 24 Hour Nurse Line at Initial Health Exam The first meeting with your new PCP is important. It is a time for you to get to know each other and talk about your health. Your PCP will take your medical history, give you a physical exam, and provide you with health information. He or she will assess your health needs and talk to you about staying healthy. We ask all new STAR members to see their PCP within 90 days after joining BCBSTX. Call your PCP to make an appointment today. Newborns should see their PCP within 14 days of joining BCBSTX. 12 heading How to use your BCBSTX health plan

15 How to use your BCBSTX health plan Routine medical care What is routine medical care? How soon can I expect to be seen? Routine care is the regular care you get from your PCP to help keep you healthy, such as checkups. You can call your PCP to make an appointment for routine care. You should be able to see your PCP within 14 days from the date you call to make your appointment. Urgent medical care What is urgent medical care? How soon can I expect to be seen? An urgent medical condition is not an emergency, but needs medical care within 24 hours. When you call for urgent care, you will be seen within 24 hours. Call your PCP if you have an urgent medical condition. If you cannot reach your PCP: Call us toll-free at , 7 a.m. to 6 p.m. (Central Time). If you have hearing or speech loss, you may call the CCC TTY line at Call the 24 Hour Nurse Line at Pregnancy care Call us at our toll-free CCC number at when you know you are pregnant. If you have hearing or speech loss, you may call the CCC TTY line at Our staff will make sure that your OB/GYN, and the hospital where you will have your baby, are both with BCBSTX. When should I get an appointment with my OB/GYN? You need to set up your first prenatal care visit as follows: As soon as you think you are pregnant, but no later than 42 days of enrollment in the plan or by first trimester Within 14 calendar days from the date you call if you are in your first three months of pregnancy. Within seven calendar days from the date you call if you are in the second three months of pregnancy. Within five business days from the date you call if you are in the last three months of pregnancy. Call your OB/GYN and ask to set up an appointment within five business days, or right away, if you have an emergency. Also, call your OB/GYN if you think you have a high-risk condition that has to do with your pregnancy. Enrolling a newborn baby When do I tell my caseworker? It is important that you call your Health and Human Services Commission (HHSC) caseworker immediately after the baby is born. How to use your BCBSTX health plan 13

16 Part 4 How and when do I tell BCBSTX about my pregnancy? Call us at , our toll-free CCC number, as soon as you know you are pregnant. If you have hearing or speech loss, you may call the CCC TTY line at We will enroll you in a prenatal program and tell you about the Value Added Services we have for pregnant women. This will help you learn how to take care of yourself while you are pregnant. Can I pick a primary care provider for my baby before the baby is born? If you have not already called us to choose a PCP for your baby, you can call after the baby is born. Call us at our toll-free CCC number at to choose your baby s PCP. Members with hearing or speech loss may call the TTY line at If you do not choose a PCP, we will choose one for you. The mother of the newborn may ask that the newborn s health plan coverage be changed to another HMO during the first 90 days after the baby is born. Call your Medicaid managed care enrollment broker for the STAR Program, at How do I sign up my newborn baby? Call your HHSC caseworker and tell him or her that you are pregnant. After your baby is born, you will get a Medicaid ID Form This means that the baby is part of the mother s health plan for 90 days after the date of birth. How and when can I switch my baby s Primary Care Provider? Most of the time, it is best to keep the same PCP, so he or she can get to know your baby s health needs and history. You may find out later that you need to change PCPs. If you need to do so, call our toll-free CCC number at If you have hearing or speech loss, you may call the CCC TTY line at You may also call the CRC. We want you to be happy with your baby s PCP. You can change your baby s PCP at any time as long as your baby isn t in the hospital. You must choose a PCP who will see new patients. We can help you find one. If you choose a PCP who is not taking new patients, we will help you choose another one. It is important to know that when you change PCPs often, your baby s health care may not be as good as it could be. If you choose to change, have your baby s medical records sent to the new PCP. Your PCP change will be effective on the date the change is made. You will get a new ID card with the new PCP s name and contact details on it. Can I switch my baby s health plan? For at least 90 days from the date of birth, your baby will be covered by the same health plan that you are enrolled in. You can ask for a health plan change before the 90 days is up by calling the Enrollment Broker at You cannot change health plans while your baby is in the hospital. 14 heading How to use your BCBSTX health plan

17 How to use your BCBSTX health plan Family planning Family planning can teach you how to: Be as healthy as you can before you become pregnant. Keep you or your partner from getting pregnant. Keep you from getting diseases. Any STAR member may see any qualified family planning provider. This includes providers who are not part of the BCBSTX network such as: Clinics OB/GYNs PCPs Certified nurse midwives Certified Women s Health Care Nurse Practitioners You do not need a referral to go to any provider who takes Medicaid if you need family planning. If you need help finding a family planning provider, there is a list at the end of this book. Or call the CCC at If you have hearing or speech loss, you may call the CCC TTY line at Specialty care What if I need to see a special doctor? Your PCP may send you to a different provider for special care or treatment. Your PCP s office can help you make the appointment. Your PCP will choose a specialist to give you the care you need. Your PCP must send an OK to the specialist before you get services. A specialist may treat you for as long as he or she thinks you need it. What is a referral? A referral is a request from your PCP to send you to a different health care provider if you have a condition or illness that needs special care. How soon can I expect to be seen by a specialist? You will get your appointment within 30 days of the request. Out-of-network services are not covered unless you get an OK from us before you get the service. Whom do I call if I have special health care needs and need someone to help me? BCBSTX allows members with special health care needs to have direct access to the right specialists for their conditions and identified needs. This includes a standing referral to a specialty doctor, or having a specialist as a PCP if needed. Call us at our toll-free CCC number at and we will help you get the care you need. If you have hearing or speech loss, you may call the CCC TTY line at Tell your PCP as much as you can about your health so both of you can decide what is best. How to use your BCBSTX health plan 15

18 Part 4 Mental health/substance abuse How do I get help if I have mental health, alcohol or drug problems? If you live in the Travis Service Area, you will receive treatment for mental health, alcohol and drug use through Magellan Health Services. Magellan provides these types of behavioral health services to members who live in the following counties: Bastrop Burnet Caldwell Fayette Hays Lee Travis Williamson If you have behavioral health issues, call Magellan toll-free at to receive services in your area. Members with hearing or speech loss may call the Magellan TTY line at You do not need a referral from your primary care provider but you may want to talk to your primary care provider about the issue. Magellan serves members eligible for: Mental Health Services Substance Abuse Services Do I need a referral for this? Mental Health/Substance Abuse services do not need a PCP OK, but you do have to see a Magellan provider. If you need help finding a provider call the BCBSTX CCC at If you have speech or hearing loss, you may call the CCC TTY line at For help with these services call the Texas Department of State Health Services at These include: Case management for mental health and mental retardation. Mental health rehabilitative services. Mental retardation diagnosis and testing. NOTICE OF SPECIAL TOLL-FREE COMPLAINT NUMBER: To make a complaint about a private psychiatric hospital, chemical dependency treatment center or a psychiatric or chemical dependency service at a general hospital, CALL Your complaint will be referred to the state agency that has control over the hospital or chemical dependency treatment center. 16 heading How to use your BCBSTX health plan

19 How to use your BCBSTX health plan Prior authorization (An OK from BCBSTX) Your PCP will get an OK from BCBSTX for some services to make sure they are covered. This means that both BCBSTX and your PCP (or specialist) agree that the services are medically necessary. Medically necessary generally refers to services that: Protect life. Keep you from getting seriously ill or disabled. Reduce severe pain by finding out what s wrong or treating the disease, illness or injury. Getting an OK will take no more than three business days, or if expedited, no more than three calendar days. To check service limits, see Part 5: What is covered by BCBSTX. Your PCP can tell you more about this. We may ask your PCP why you need special care. We may not OK the service you or your PCP request. We will send you and your PCP a letter stating why we would not cover the service. It will tell you how to appeal our decision. You or your provider can call us at our toll-free CCC number at If you have hearing or speech loss, you may call the TTY line at You may also write to us at: If you get services from a provider that is not part of the BCBSTX network, before you get the OK you need from us, we will not pay for the service. What services do not need a referral? Many types of care do not need an OK from your PCP: Family planning OB/GYN services - You must choose doctors in your health plan s network. Emergency care Texas Health Steps medical checkup appointment Early Childhood Intervention (ECI) Sexually Transmitted Diseases (STD) / HIV Case Management for women and children Mental health rehabilitation services received from the Texas Department of State Health Services. Case Management for mental health received from the Texas Department of State Health Services. Blue Cross and Blue Shield of Texas Complaints and Appeals P.O. Box Austin, Texas How to use your BCBSTX health plan 17

20 Part 4 Getting a second medical opinion How can I ask for a second opinion? You may have questions about care your PCP or doctor says you need. You may want a second opinion to: Diagnose an illness. Make sure your treatment plan is right for you. You should speak to your PCP if you want a second opinion. He or she will send you to a doctor who: Also works with BCBSTX. Is the same kind of doctor you saw first. You may get an OK from BCBSTX to see a doctor who does not have a contract with BCBSTX if we have no other doctors in the network who see patients with your type of health issue. You may call us on our toll-free CCC number at for help getting a second opinion. If you have hearing or speech loss, you may call the CCC TTY line at You may also call the 24 Hour Nurse Line to learn more about second opinions. What do I have to do if I move? As soon as you have your new address, give it to the local HHSC benefits office and the BCBSTX Member Services Department at Members with hearing or speech loss may call the CCC TTY line at Before you get Medicaid services in your new area, you must call BCBSTX unless you need emergency services. You will continue to get care through BCBSTX until HHSC changes your address unless you move out of the area or become able to pick a new health plan. We can help you find providers near your new home in your new area. You can also find a list of providers on our website at bcbstx.com/ medicaid. If you have any questions, please call us at our toll-free CCC number at Monday through Friday, from 7 a.m. to 6 p.m. If you have hearing or speech loss, you may call our TTY line You may also call the 24 Hour Nurse Line at If you have a question that is not urgent after business hours or on the weekend, you may leave a message with our answering service. We will call you back the next business day. 18 How to use your BCBSTX health plan