Medicaid Complaint Process

Medicaid Complaint Process

We want to help. If you have a complaint, please call us toll-free at 1-877-532-3778 to tell us about your problem. An El Paso Health Member Services Advocate can help you file a complaint.  Most of the time, we can help you right away or at the most within a few days.

Within five business days of receiving your verbal or written complaint, we will send you an acknowledgement letter. El Paso Health will review the complaint and will reach a decision within 30 calendar days of receiving your complaint. A resolution letter will be sent to you. You may also call for any questions or concerns about your complaint.

El Paso Health
Attention: Complaints and Appeals Department
1145 Westmoreland Drive
El Paso, TX 79925
Tel: 915-532-3778
Toll Free: 877-532-3778
Fax No: 915-298-7872

Filing a complaint:

If you receive benefits through Medicaid, STAR+PLUS, STAR Health, or STAR Kids program, call your medical or dental plan first. If you don’t get the help you need there, you should do one of the following:

a.  Call Medicaid Managed Care Helpline at 1-866-566-8989 (toll free).

b.  Online:

c.  Mail: Texas Health and Human Services Commission

Office of the Ombudsman, MC H-700
P.O. Box 13247
Austin, TX 78711-3247

d.  Fax: 1-888-780-8099 (Toll-Free)