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.

9-8-8 Suicide & Crisis Lifeline

9-8-8 is a direct, national line that will connect individuals with suicide prevention and mental health crisis resources. Dial 9-8-8 if a member or someone else is:

  • In distress
  • Feels like there may be a risk of suicide
  • Having a crisis related to mental health, substance use or a developmental disability

24-Hour Nurse Advice Line

If members have questions about their health or where to get care, our 24-Hour Nurse Advice Line provides around-the-clock access to a caring and experienced staff of registered nurses.

Members can call the 24-Hour Nurse Advice Line toll-free number located on their ID cards 24 hours a day, 7 days a week, 365 days a year.

Interpreter Services

CareSource offers onsite sign and language interpreters as well as over-the phone (OPI) and video remote interpreting (VRI) when appropriate, for medical appointments outside of the surgical, hospital or emergency room setting*. 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. For information on the usage policy for interpreter services, click Navigate here.

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 1-833-230-2122. 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 skilled 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.

 Navigate Submit the Interpreter Service Request Form to request interpretation services for an upcoming appointment for a CareSource member.

Member Services

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

  • New Year’s Day
  • Martin Luther King Jr. Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Family Day (day after Thanksgiving)
  • Christmas Day

Member Services Contact Information
Toll-Free NumberHours of Availability

1-833-230-2058

8 a.m. – 6 p.m. Pacific Time (PT)

Care Coordination

Do you have patients that need some extra help with appointments, transportation, resources such as housing or food, medication, DME’s, or managing their chronic conditions? Refer them to our Care Coordination program. Call Member services at 1-833-230-2058 or refer through the provider portal.

Transportation

Transportation benefits

If members have to travel 30 miles or more to get your health care services, we will give them a ride. These health care trips can be for:

  • Provider visits
  • Medicaid renewal appointments with Job and Family Services
  • Pharmacies to pick up prescriptions

When possible, we ask that they call Member Services to schedule transportation 48 hours before they need a ride. They can get a ride in the same day for urgent trips like:

  • When they are discharged from the hospital
  • Need to go to an urgent care
  • Need to go to a provider for an urgent visit

Members and providers should let us know if certain accommodations are needed ahead of time. Examples are if they use a walker or wheelchair, need to meet at a back entrance, or do not have a phone where the driver can reach them. This will help us better meet their needs.

How Providers can schedule transportation for members:

  • Call the Facility Line 1-833-297-3064 (TTY: 711) or by using the provider transportation request portal.

For more information about transportation, please view the Transportation Training (coming soon).