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Care Coordination Services

Thank you for choosing FirstCare Advantage Dual SNP (HMO SNP) for your health insurance needs. This page describes the various care coordination services that FirstCare Advantage Dual SNP (HMO SNP) offers for our members.

Case Management Services

We wanted to let you know about a very important and free service to FirstCare Advantage Dual SNP (HMO SNP) members. Case Management has been included into all of our FirstCare Advantage Dual SNP (HMO SNP) plans as an added service for our members.

The Case Management program provides the following:
  • Assists in coordinating services and the care provided to our members who have chronic diseases and/or conditions, in an effort to keep you as healthy as possible.
  • Helps with directing you through the health care system, and assists with referrals and authorizations to help meet our members' needs. 
Specialized management options will be offered to support those members with chronic diseases such as diabetes, congestive heart failure and many others. Your participation in our Case Management program is free and completely voluntary. You may decide not to participate in the program at any time, while keeping your other plan benefits. Contact your Case Manager if you decide not to participate.

You can also send an email directly to our Case Management team at

Health Assessments for our Members

Included in your welcome packet is a Health Assessment form, which asks a series of questions about your health status and service needs. Please take a moment to complete this Health Assessment form and return it in the envelope provided in the welcome packet. This assessment helps FirstCare medical management staff better understand your individual health concerns, goals, and barriers to staying well. This Health Assessment form in no way affects your eligibility or benefits with FirstCare Advantage Dual SNP (HMO SNP). Completing this voluntary assessment allows our case management and care coordination staff to better assist you in meeting your health care needs.

During your first 90 days of enrollment with FirstCare Advantage Dual SNP (HMO SNP), a case manager may contact you to review the Health Assessment form and determine an individualized plan of care. This case manager will send a personalized care plan to you by mail with instructions on how to access services, contact the case manager, and make changes to your personalized care plan. At FirstCare Advantage Dual SNP (HMO SNP), we strive to provide each member with education, support services, and healthcare access in a compassionate caring manner.

HRA Assessment Tool  ***COMING SOON***

Once you complete the optional health risk assessment, you can mail it to FirstCare Health Plans:

FirstCare Health Plans
Attention: SNP Health Risk Assessment
12940 US HWY 183 North
Austin, TX 78750

Helping those with Medicare and Medicaid

For those members who have Medicare and Medicaid, FirstCare Advantage Dual SNP (HMO SNP) helps to coordinate the benefits and services of both programs. We also can provide additional resources in the community to assist our dual eligible members.

One such resource is Texas Health and Human Services (HHS). They offer long term support services that help promote well-being, dignity and choice to the citizens of Texas. For more information about their services please contact HHS by phone, mail or via the web.

Texas Health and Human Services

Call: 1-800-252-9240

Texas Health and Human Services
PO Box 13247
Austin, TX 78711-3247

Contacting FirstCare Advantage Dual SNP

If you have any questions, please feel free to contact Customer Experience at 1-866-229-4969.

Contact FirstCare Advantage Dual SNP (HMO SNP) if you have questions.  Hours are:
October 1 – March 31, 8 a.m. to 8 p.m. Central Time (CT) daily;
April 1 – September 30, 8 a.m. to 8 p.m. Central Time (CT) Monday through Friday.
TTY users should call 711.
E-mail our case management team at

When you call, please have your member number on hand so that we can expedite your requests. As your needs change, we will be happy to help you assess those needs and offer you the services that will help you achieve your goals. Again, thank you for choosing FirstCare Advantage Dual SNP (HMO SNP).

Member Portal

Log In/Register


Access a Doctor, 24/7/365

FirstCare Virtual Care—powered by MDLIVE lets you connect with a doctor from wherever you are. For more details, click here.

Talk to a Nurse
24-Hour Nurseline

Need care advice? Should you see a doctor? Get the info you need today! FirstCare members can talk to a nurse 24/7 by calling 1-877-505-7947 to get answers 24 hours a day, 7 days a week! TTY users can call 711.

Utilization Management

Ever wonder how we decide what services to authorize? Our utilization management (UM) decisions are based on medical evidence and consensus of health care professionals. For more details, click here.

Population Health Management

Support for Your Health Needs

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How to Learn More

Schedule a sit-down:
Feel free to contact us, and a FirstCare Advantage Dual SNP (HMO SNP) representative will gladly sit down with you and compare the plans in greater detail.
Call us at:
We are available;
October 1- March 31, 8 a.m. to 8 p.m. Central Time (CT) daily;
April 1- September 30, 8 a.m. to 8 p.m. Central Time (CT) Monday through Friday.
For TTY or for accommodation of persons with special needs, please call TTY 711.
Or, write:
FirstCare Advantage Dual SNP (HMO SNP)
Attn:  Customer Service
7005 Salem Park Drive
Suite 100 (1st Floor)
Lubbock, TX 79424

"What's Covered" App
Centers for Medicare & Medicaid Services (CMS) has an app that gives you access to content about original Medicare. For more information,
click here.

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