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

For medical appointments outside of the surgical, hospital or emergency room setting*, CareSource offers onsite sign and language interpreters, as well as over-the-phone (OPI) and video remote interpreting (VRI) when appropriate. These services are available to CareSource members who are hearing impaired, do not speak English, or have limited English-speaking proficiency. These services are available at no cost to the member or provider. As a provider, you are required to identify the need for interpreter services for your CareSource patients and offer assistance to them appropriately. To request an interpreter for your patient, please use the Propio Self-Service Portal. First-time users may begin the process of creating an account through Propio. For questions, please contact our Provider Services department at 1-855-202-1058. We ask that you let us know of members in need of interpreter services, as well as any members that may receive interpreter services through another resource.

*CareSource requires hospitals, emergency rooms and skill nursing facilities, at their own expense, to offer sign and other language interpreters for members who are hearing impaired, do not speak English, or have limited English-speaking proficiency. This includes providers that perform in-office surgeries. These services should be available at no cost to the member.

Transportation

Georgia Department of Community Health (DCH) provides eligible members transportation needed to get to their medical appointments. To be eligible for these services, members must have no other means of transportation available and are only transported to Medicaid covered appointments.

To schedule transportation, members must contact the NEMT broker who services their region, Monday to Friday from 7 a.m. to 6 p.m. Eastern Time (ET).

CareSource PeachCare for Kids® and Planning for Healthy Babies® (P4HB®) – Family Planning members can receive up to six round trips (12 one-way trips) to get to their medical appointments, and P4HB members can receive unlimited trips to parenting classes via MTM Transportation by calling 1-866-733-8997.

Member Services

Representatives are available by telephone Monday through Friday, except on the following holidays in 2023:

  • New Year’s Day (Jan. 2, 2023)
  • Martin Luther King Jr. Day – observed (Jan. 16, 2023)
  • Memorial Day (May 29, 2023)
  • Independence Day (July 4, 2023)
  • Labor Day (Sept. 4, 2023)
  • Thanksgiving Day (Nov. 23, 2023)
  • Day after Thanksgiving (Nov. 24, 2023)
  • Christmas Eve – observed (Dec. 22, 2023)
  • Christmas Day (Dec. 25, 2023)

Members access Member Services by calling our toll-free number, 1-855-202-0729  (TTY for the hearing impaired: 1-800-255-0056), 7 a.m. – 7 p.m. Eastern Standard Time (EST), and following the menu prompts.

CareSource24® Nurse Advice Line

The CareSource24® Nurse Advice Line provides members 24/7 access 365 days a year 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. The number is located on the member ID card.