Medicaid Complaint Process

Medicaid Complaint Process

We want to help. If you have a complaint, please call us at 915-532-3778 or toll-free at 1-877-532-3778 for STAR or 1-833-742-3127 for STAR+PLUS 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 – STAR
Toll Free: 877-532-3778 – STAR

Toll Free: 833-742-3124 STAR+PLUS

Fax No: 915-298-7872


Once you have gone through El Paso Health’s complaint process, you can complain to the Health and Human Services Commission (HHSC) by calling toll-free 1-866-566-8989.  If you would like to make your Complaint in writing, please send it to the following address:

Texas Health and Human Services Commission
Ombudsman Managed Care Assistance Team
P.O. Box 13247
Austin, Texas 78711-3247

If you  can get on the internet, you can submit your complaint at: