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*, HAP CareSource™ offers sign and language interpreters, as well as over-the-phone (OPI) and video remote interpreting (VRI) when appropriate. These services are available to 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 HAP 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 1-833-230-2102. 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.

*HAP 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.


HAP CareSource benefits provide options for transportation. We provide transportation free of charge for doctor’s visits, lab visits, non-emergency hospital services, prescription pick-up and other covered services. In some cases, we may provide members with bus tokens. If members have their own vehicle or someone to drive them, they can request mileage reimbursement. Members are directed to call Member Services at 1-833-230-2053 for more information and to schedule a ride. Member should call at least two business days before an appointment so transportation arrangements can be made. Members can request same-day transportation for an urgent non-emergency appointment.

Please look carefully at the list below to understand member responsibilities. These rules will help make rides safer and quicker.

Rides should be easy and enjoyable. Drivers are trained to treat riders with respect and to think of their needs. Members are expected to treat the driver in the way they wish to be treated.

Members are asked to follow these steps:

  • Call to arrange non-emergency ride two business days in advance. (Saturdays, Sundays and holidays are not business days).
  • Be able to provide the complete address, phone number and who they will be seeing at the doctor’s office.
  • Be at the pick-up address. Be there at the earliest time given to the member by the transportation service.
  • To cancel their ride, they should call at least two hours before their pick-up time.
  • When their visit is finished, they should call the transportation company for their return trip.

Member Services

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

  • New Year’s Day
  • Martin Luther King Jr. Day – observed
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Day after Thanksgiving
  • Christmas Eve – observed
  • Christmas Day

Members access Member Services by calling our toll-free number, 1-833-230-2053 (TTY for the hearing impaired: 711), 24 hours a day, seven days a week, 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.