Phone Directory

As a member of Superior HealthPlan, you can call Member Services if you have questions about your health plan. You can also call if you need help finding a doctor, scheduling an appointment, getting a new ID card or accessing benefits and services. Our staff speaks English and Spanish. If you speak another language or need an interpreter, call Member Services for help.

If you have an emergency or crisis, call 911 or visit the nearest hospital or emergency room.

Many Superior members may need behavioral health services. These services include mental health or substance abuse (alcohol and drug) treatment. You do not need a referral from your doctor to get these services.

During normal business hours, you can call to schedule an appointment or learn more about these services. You can also call 24 hours a day, 7 days a week for questions or for help getting emergency behavioral health services. A licensed mental health professional is available to support you during a behavioral health crisis. Our staff speaks English and Spanish. If you speak another language or need an interpreter, call Member Services for help.

If you have an emergency or crisis, call 911 or visit the nearest hospital or emergency room.

Service Coordination is a special kind of care management. Service Coordinators are available to help you coordinate your/your child’s medical and behavioral health care. They can help you/your child develop a service plan, help make sure you get services on time and identify your/your child’s needs. Service Coordination is available for members in the programs listed below:

If you have Medicaid or CHIP benefits, you can call one of the following managed care helplines to get information or ask questions about the program, benefits or to choose a health plan. You can call from 8 a.m. - 8 p.m., Monday through Friday.

Superior Member Advocates can help members get access to care. They will help Medicaid and CHIP members find community resources, resolve problems and file complaints. For more information, call a Superior Member Advocate in your area.

If you disagree with Superior’s internal health plan appeal decision, you also have the right to ask for an External Medical Review at the same time you request a State Fair Hearing. You cannot request an External Medical Review without also requesting a State Fair Hearing. An External Medical Review is an optional, extra step you can take to get the case reviewed for free by an Independent Review Organization before the State Fair Hearing through HHS. You may name someone to represent you by writing a letter to Superior telling us the name of the person you want to represent you. A provider may be your representative. You or your representative must ask for the External Medical Review within 120 days of the date Superior mails the letter with the internal appeal decision. If you do not ask for the External Medical Review within 120 days, you may lose your right to an External Medical Review. To ask for an External Medical Review, you or your representative.

• Fill out the ‘State Fair Hearing and External Medical Review Request Form’ provided as an attachment to the Member Notice of Superior's Internal Appeal Decision letter and mail or fax it to Superior by using the address or fax number at the top of the form; or
• Call Superior at 1-877-398-9461. 

For more information about External Medical Reviews, please visit the Complaints and Appeals webpage.

A State Fair Hearing is for Superior members who disagree with an appeal decision made by Superior to deny a service. A member must file for a State Fair Hearing within 120 days of the date of the Superior notice denying their appeal. It allows members to ask HHSC to review their case. If you are a STAR, STAR Health, STAR Kids or STAR+PLUS member and you want to file a state fair hearing, call 1-877-398-9461.

Texas Health Steps is the Medicaid health-care program for children, teens and young adults, birth through age 20. Members enrolled in STAR, STAR+PLUS, STAR Kids, Medicaid RSA and STAR Health are eligible for this program. Texas Health Steps gives your child:

• Free regular medical checkups starting at birth.
• Free dental checkups starting at 6 months of age.
• A Case Manager who can find out what services your child needs and where to get these services.

Read more about this program on the Texas Health Steps website or call Member Services at the phone numbers listed below.  

Superior Medical Ride Program

Superior’s Medical Ride Program (NEMT services) provides transportation to non-emergency health-care appointments for members who have no other transportation options. These trips include rides to the doctor, dentist, hospital, pharmacy and other places you get Medicaid services. Superior is required to facilitate the most cost-effective mode of transportation that meets a member’s individual need. These trips do NOT include ambulance trips. Transportation services for Superior members are provided by SafeRide.

You can request NEMT services through Superior’s Medical Ride Program provided by SafeRide. If you need a ride, call SafeRide. SafeRide has staff that speak English and Spanish and can also provide interpreter services if you speak another language.

You should request your rides as early as possible, and at least two working (business) days before you need the ride.

SafeRide

Appointments/Call Center:         1-855-932-2318; TTY: 7-1-1
Hours:                                         8:00 a.m. - 6:00 p.m. Monday-Friday

Where’s My Ride:                      1-855-932-2319; TTY: 7-1-1
Hours:                                         4:00 a.m. - 8:00 p.m. Monday-Saturday

www.saferidehealth.com

If you are a provider contracted with Superior, and have questions about prior authorizations, appeals or medications, please call Superior’s Pharmacy team.

If you are a provider contracted with Superior, and have questions, call one of the phone numbers listed below. Office hours are 8 a.m. to 5 p.m. (Central Time), Monday through Friday. For STAR Health, Allwell from Superior HealthPlan and Ambetter from Superior HealthPlan, office hours are from 8 a.m. to 6 p.m. (Central Time), Monday through Friday.

If you are a provider and need to reach a Provider Representative in your region, call the phone number below that is specific to your area, or visit the Find My Provider Representatives webpage. 

For help with benefits and services, members should continue to call Superior Member Services. If you want to apply for Medicaid, call 2-1-1 or visit www.YourTexasBenefits.com. To enroll with Superior, call 1-800-964-2777.