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: https://hhs.texas.gov/about-hhs/your-rights/hhs-office-ombudsman
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)
A $15 gift card for members ages 3 to 19 who get a check-up when due.
A $10 gift card for members 20 and younger who complete a Texas Health Steps check up on time.
