Our staff consists of highly qualified and trained individuals, fluent in both English and Spanish. You can reach our Member Services Department at 915-532-3778 or toll-free 1-877-532-3778. You can also reach us by email at member@elpasohealth.com. We are available Monday through Friday during regular business hours 8:00 a.m. to 5:00 p.m., Mountain Time, excluding state approved holidays. Call center hours of operation are 7 a.m. to 5 p.m.
If you call after regular business, weekend, and holiday hours, El Paso Health will still answer your phone call.
TTY Line for the Hearing Impaired, our toll-free TTY phone number is 1-855-532-3740 or 915-532-3740.
Interpreter services are available. We also have interpreters who know sign language. Let us know at least two days before your doctor’s visit if you need this service.
We can explain what services are covered, and help you get the services you need. We can:
- Help you choose or change a Primary Care Provider for your child
- We will transfer members to 211 to change your address or phone number
- Explain how to get transportation services
- Act as your patient advocate and listen to your complaints and concerns
- Tell you about classes, health fairs, and other special events in your area
If your Medicaid ID card is lost or stolen, you can get a new one by calling our Member Services Department, please call us at 915-532-3778 or toll-free 1-877-532-3778.
Some services that are ordered by your doctor or specialist will require a decision by El Paso Health before you receive them. This approval is called a prior authorization. For information on services that require prior authorization please call El Paso Health Member Services Department at 915-532-3778 or 1-877-532-3778.
Your electronic protected health information is subject to disclosure for: (A) treatment; (B) payment;(C) health care operations; or (D) performing an insurance or health maintenance organization function described by Section 602.053, Insurance Code; or (2) as otherwise authorized or required by state or federal law.
