Request Patient Services

We make it easy for you to request services for your patients. See below for benefit information and instructions to obtain services that enable improved access to care.

Interpreter Services

CareSource PASSE™ offers sign and language interpreters for members who are:

  • Hearing impaired,
  • Do not speak English, or
  • Have limited English-speaking ability

We can also provide some printed materials in other languages or formats. These services are available at no cost to the member.

As a CareSource PASSE provider, you are required to identify when your patients need interpretation services and offer assistance to them as appropriate. Providers may request interpretation services for an upcoming appointment for a CareSource PASSE patient using the Navigate Interpreter Service Request Form.

CareSource PASSE requires hospitals, at their own expense, to offer sign and language interpreters for members who are hearing impaired, visually impaired or have limited English-speaking ability.

Contact Provider Services at 1-833-230-2100 if you do not have access to interpreter services.

Member Services

Representatives are available by telephone Monday through Friday, except on the following holidays in 2021:

  • New Year’s Day (January 1)
  • Martin Luther King Day (January 17)
  • Memorial Day (May 30)
  • Independence Day (July 4)
  • Labor Day (September 5)
  • Thanksgiving Day (November 24)
  • The day after Thanksgiving (November 25)
  • The day before Christmas Eve (December 23)
  • Christmas Eve (December 24)

Members access Member Services by calling our toll-free number 1-833-230-2005 (TTY for the hearing impaired: 1-800-285-1131 or 711), Monday through Friday, 8 am. to 5 p.m. Central Time (CT), and following the menu prompts.

Care Coordination

Members can call 1-833-230-2005 during business hours and Member Services will connect the member with their Care Coordinator. If a member needs to speak with a Care Coordinator after hours, they can call CareSource24®, our Nurse Advice Line. If, however, a member is unable to reach their assigned care coordinator or have not had contact with them yet, they can call Member Services to receive care coordination services. Providers may call Provider Services to identify who a member’s care coordinator is or to speak to a care coordinator supervisor. Providers may also identify a member’s Care Coordinator on the Provider Portal.

CareSource24® Nurse Advice Line

The CareSource24® Nurse Advice Line provides members access to a caring and experienced staff of registered nurses. They offer general health information and education to members. The nurses assess members’ illnesses or injuries, providing symptom-based triage and directing them to the most appropriate level of care.