FAQs

Joining CareSource

  • Who is CareSource?

    • CareSource is a leading not-for-profit health plan that was established in 1989. One of the largest Medicaid providers in the nation, CareSource serves diverse populations with nearly 2 million members.  In addition to Medicaid, CareSource focuses on Medicare Advantage, Dual Eligibles and the Health Insurance Marketplace in a multi-state area.
  • How can I become a member of CareSource?

    • Visit benefits.ohio.gov

      1. Follow the prompts to check your eligibility. You will answer a few questions about your household size and monthly income. This will help figure out if you may qualify.
      2. If you may qualify, follow the prompts to apply for benefits. You will complete an online application and submit through the Ohio Department of Medicaid portal. 
      3. You can also contact the Medicaid Hotline at 1-800-324-8680 (TTY: 1-800-292-3572) and tell them you want CareSource.
  • What are the advantages of being a member of CareSource?

    • CareSource has all the same services as regular Medicaid. And we have more. These are just a few of our Additional Services:

      1. We offer free rides to doctor visits and more.
      2. Our Babies First Earn up to $150 on a reloadable gift card.
      3. Extra dental cleaning each year.
      4. Life Services. Goal-setting to employment and community resources.
      5. Behavioral Health. Unlimited counseling and addiction services on an outpatient basis.
      6. CareSource24®. This is our free, 24-hour nurse advice line.
      7. Care and Disease Management. We can help you coordinate care and manage special conditions such as pregnancy, asthma and diabetes.
      8. MyHealth with personalized health tools to create a wellness plan and track your progress!

      myStrength, a secure online tool for mental health

  • What services does CareSource cover?

    • CareSource covers all medically necessary Medicaid-covered services and many additional services. These services are available at no charge to you. You should not be billed for these services. If you receive a bill, please call Member Services. Please have the bill with you when you call us so we can help you faster.

    • You can get many services without a referral from your Primary Care Provider (PCP). This means that your PCP does not need to arrange or approve these services for you. Just use the Find a Doctor/Provider tool to locate participating providers and schedule an appointment yourself. Or, if you need assistance locating a participating provider, call Member Services at 1-800-488-0134 (TTY 1-800-750-0750 or 711).

      For more information, please see your member handbook.

  • What is My CareSource®?

    • My CareSource is a personal online account for CareSource members. Use My CareSource to change your doctor, request a new ID card, view claims and plan details, update your contact information and more.

Renew Your Benefits

  • Do I need to renew my CareSource benefits each year?

    • You must renew your Medicaid benefits once every 12 months.  Both CareSource and the State will send you a reminder notice each year.  You must reapply if you receive a termination notice.
  • What if I miss my deadline to renew my benefits?

    • You have 90 days to complete your renewal from the end date of your Medicaid.  If you miss this deadline your health care benefits will end.  You will receive a letter of termination.
  • Where can I get help with the “redetermination” or renewal process?

    • You can visit your local Job and Family Services (JFS) office or call the Ohio Medicaid Consumer Hotline at 1-800-324-8680. Hours for the Medicaid Consumer Hotline are 7:00 a.m. – 8:00 p.m., Monday – Friday and Saturday 8:00 a.m. – 5:00 p.m.

Get a CareSource member ID Card, Plan Documents or Change Your Doctor

  • How do I get a new CareSource member ID card?

    • You can get a new member ID card by logging in to your My CareSource account and clicking “Request ID Card.” You can also download our mobile app and view your ID card on the go. Or call Member Services for a new member ID card.
  • How do I get a new CareSource member handbook or provider directory?

    • All new members receive a welcome letter and postage-paid request cards for both a member handbook and a provider directory.  If you want either of these all you have to do is drop the card in the mail to us!  We’ll mail you what you requested.  You can also view copies online or call Member Services. 
  • How do I select or change my primary care provider (PCP)?

    • You are not required to see the primary care provider (PCP) listed on your ID card. If you are not happy with your PCP, you can log in to your My CareSource account to choose a new doctor. You can change your PCP to another provider who participates with CareSource. You can change up to once a month, if needed.

      For the names of the PCPs that serve CareSource members, please use the Find a Doctor/Provider tool.

  • What is My CareSource®?

    • My CareSource is a personal online account for CareSource members. Use My CareSource to change your doctor, request a new ID card, view claims and plan details, update your contact information and more.

Contact Us

  • How can I contact CareSource?

    • You can call CareSource Member Services at 1-800-488-0134 (TTY: 1-800-750-0750 or 711). Member Services is open from 7 a.m. to 8 p.m., Monday through Friday. We are closed on certain holidays.

      For more information, please see Contact Us.

  • What if I have a health question after hours?

    • If you have a health or medical question, you can call CareSource24®, our nurse advice line, at the number on your member ID card. CareSource24 is available 24 hours a day, 7 days a week, including holidays.

      For more information, please see CareSource24.

  • How does CareSource protect my health information?

    • CareSource protects our members’ health information in many ways. This is called Protected Health Information. This can be written or spoken. We also protect health information that you give to us online. We protect member health information by following Health Insurance Portability and Accountability Act of 1996 (HIPAA) guidelines in which we authenticate callers by asking for identifying information and will only discuss a member’s plan information with the individual or an on-file representative.

      Here is what we do:

      • We train our employees to protect member information.
      • We talk with you about your health information where others cannot hear us.
      • We use firewalls and passwords on our company computers.
      • We only let employees who have a business reason see or share your information.
      • We keep all printed copies of your health information locked in a file drawer or cabinet.
  • How can I get help in another language or format?

    • Call Member Services at 1-844-607-2829 (TTY: 1-800-743-3333 or 711). We can get someone who can sign or speak your language to help you talk with us or your doctor. And it is free. We can also give you some printed materials in some other languages. Let us know. We can help.

Your Rights, Filing a Complaint

  • How do I file a complaint?

    • We hope you are happy with CareSource. If you are unhappy with anything, call Member Services right away. We want you to let us know so we can help.

      For more information about grievances and appeals, please see My Right to File a Grievance or Appeal.

  • How does CareSource protect my health information?

    • CareSource protects our members’ health information in many ways. This is called Protected Health Information. This can be written or spoken. We also protect health information that you give to us online. We protect member health information by following Health Insurance Portability and Accountability Act of 1996 (HIPAA) guidelines in which we authenticate callers by asking for identifying information and will only discuss a member’s plan information with the individual or an on-file representative.

      Here is what we do:

      • We train our employees to protect member information.
      • We talk with you about your health information where others cannot hear us.
      • We use firewalls and passwords on our company computers.
      • We only let employees who have a business reason see or share your information.
      • We keep all printed copies of your health information locked in a file drawer or cabinet.
  • What is My CareSource®?

    • My CareSource is a personal online account for CareSource members. Use My CareSource to change your doctor, request a new ID card, view claims and plan details, update your contact information and more.

Member Services: 1-800-488-0134 (TTY: 1-800-750-0750 or 711), Monday – Friday 7 a.m. – 8 p.m.