Providers

Providers

Contact Us

If you are a provider and need assistance, contact us:

  • Phone: 915‑532‑3778
  • Toll-Free (STAR): 1‑877‑532‑3778
  • Toll-Free (STAR+PLUS): 1‑833‑742‑3127
  • Hours: Monday–Friday, 8:00 a.m. – 5:00 p.m. MT (Closed on state holidays)
  • Department: Provider Relations

Update Your Provider Information

Please contact our Provider Relations team for help with the following updates:

  • Address changes
  • Name updates
  • Billing company changes
  • NPI/TPI updates
  • Phone, fax, or email changes
  • Any other updates we need to keep your records accurate

Join Our Network

Want to join the El Paso Health network?

Provider E-News Updates

Stay informed with our Provider E-News updates. These may include:

  • Provider training and orientation sessions
  • Policy updates
  • Weekly updates and reminders
  • Provider Advisory Group announcements
  • Subscribe to Provider E-News

Helpful Links

Provider Updates

Sept 1. 2024 - Aug 31. 2025

Sept 1. 2023 - Aug 31, 2024

Sept 1, 2022 – Aug 31, 2023

Quarterly Provider Orientations

Provider Quality Information

Prior Authorizations & Support

An authorization is required for all inpatient admissions, outpatient procedures, all out- of-area and out-of-network services and other services as defined by El Paso Health, with the exception of family planning services. For a list of procedures requiring authorization please refer to the Pre-Authorization Flyer.

You can find all the necessary forms in our Provider Forms page.

Prior Authorization Support for Providers
If you need help with prior authorizations — including pharmacy services — you can contact our team:

  •  Phone: 915-532-3778

  • Toll-Free: 1-877-532-3778

  •  Hours: Monday through Friday, 8:00 a.m. to 5:00 p.m. MT
    (Closed on state-approved holidays)

Provider Complaints

If you have a complaint, you can submit it to the Complaints and Appeals Department at 915-532-3778 or toll free at 1-877-532-3778. You can also send us an email at Complaints&AppealsTeam@elpasohealth.com or send us a fax at 915-298-7872.

The HHSC mailbox for provider complaints is: HPM_Complaints@hhs.texas.gov.

Provider Overpayments

In the event a Provider becomes aware of an overpayment prompt notification shall be reported to El Paso Health.  Overpayments shall be returned within 60 days from date of reporting to El Paso Health.  In the event overpayment is not received, El Paso Health will proceed to recoup the overpayment from the provider.  For reporting please utilize your web portal account quick links Provider Overpayment Reporting tab, email Provider_Overpayments@elpasohealth.com or contact Member Services at 915-532-3778 or toll free 1-877-532-3778.

Provider Advisory Group

El Paso Health invites you to join our Provider Advisory Group. This group provides guidance to help improve how we serve you and your patients by maintaining and continually improving El Paso Health’s service to the provider network, and ensuring provider satisfaction with health plan processes. This group meets quarterly via the Utilization Management Committee Meeting.Contact our Provider Relations Team to join:

How to Provide Culturally Sensitive Care

How to Provide Culturally Sensitive Care

At El Paso Health, we believe that delivering high-quality care means understanding our members’ backgrounds, values, languages, and needs. Our goal is to reduce health disparities and promote equity across the diverse communities we serve in the El Paso region.

Proficiency in cultural competency is demonstrated when providers recognize a member’s point of view and integrate that understanding into how care is delivered.

We provide cultural competency training and orientation sessions to help our network providers deliver respectful and effective care. These sessions include guidance on language access, cultural awareness, and avoiding unintentional bias.

All El Paso Health network providers are required to follow the standards of the Americans with Disabilities Act (ADA). Our Provider Relations team conducts site visits to ensure that provider offices are accessible and welcoming for all members, including those with disabilities:

  • Quarterly visits to Primary Care Providers, OB/GYNs, and Behavioral Health Providers
  • Annual visits to all other specialists

Additional resources for providers: