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.
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.
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 Vocalink self-service portal. First-time users may begin the process of creating an account through Vocalink. For questions, please contact our Provider Services department at 1-800-488-0134. 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.
CareSource can provide transportation for our members’ appointments with participating providers through our transportation vendors. Members can also get rides to Women, Infants and Children (WIC) appointments and redetermination meetings at the County Department of Medicaid.
CareSource members who must travel 30 miles or more to a covered appointment will receive transportation. Additionally, CareSource MyCare members who receive both their Medicaid and Medicare benefits through CareSource can receive up to 30 rides to and from appointments (60 one-way trips) per calendar year.
For more information about transportation, please view the Transportation Training.
Representatives are available by telephone Monday through Friday, except on the following holidays in 2021: New Year’s Day (January 1), Martin Luther King Jr. Day (January 18), Memorial Day (May 31), the day after Independence Day (July 5), Labor Day (September 6), Thanksgiving Day (November 25), the day before Christmas Eve (December 23) and Christmas Eve (December 24).
Members access Member Services by calling our toll-free number, 1-855-475-3163 (TTY for the hearing impaired: 1- 800-750-0750). We are open Monday through Friday, 8 a.m. – 8 p.m., Eastern Standard Time (EST).
- Interpreter Service Request Form – Submit this form to request interpretation services for an upcoming appointment for a CareSource member.
CareSource24 Nurse Advice Line
If members have questions about their health or where to get care, CareSource24® provides around-the-clock access to a caring and experienced staff of registered nurses.
Members can call the CareSource24 toll-free number located on their ID cards 24 hours a day, 7 days a week, 365 days a year.