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Individuals and Families / STAR & CHIP / Behavioral Health

Behavioral Health

Getting help

Behavioral health and substance abuse services are offered to FirstCare STAR, CHIP and/or CHIP Perinate Newborn members. This is care for an emotional, alcohol, or drug problem. For this kind of help, call FirstCare’s Behavioral Health Services at 1-800-327-6934, 24 hours a day, 7 days a week.

You do not need a referral to get help from FirstCare’s Behavioral Health Services. Our Customer Service Representatives speak both English and Spanish. If you speak another language we can connect you with an interpreter. Behavioral health and substance abuse services are not covered for FirstCare CHIP Perinate members (Moms).

What you should do if you have an emergency

If you are having an emergency and need immediate medical care, go to the nearest Emergency Room (ER) or call 9-1-1. If you do not have life threatening injuries or symptoms or do not need immediate medical care, call your Primary Care Provider first. Your doctor can help you and give you advice.

How to learn more about behavioral health

Visit the American Psychological Association at www.apa.org. Learn more about specific mental health issues such as:

Anxiety (feelings of tension, worry)
Bipolar disorder
Addictions
Attention-deficit hyperactivity disorder (ADHD)
Eating disorders (Anorexia/Bulimia)

Member Portal

Authorization Information

Click here to access authorization information.

Find a Provider

Click below to access the STAR/CHIP provider directories:

STAR (Lubbock): Online / Printable / Machine Readable
STAR (MRSA West): Online / Printable / Machine Readable
CHIP: Online / Printable / Machine Readable

Access a Doctor, 24/7/365

FirstCare Virtual Care—powered by MDLIVE lets you connect with a doctor from wherever you are. Find out more here.

Need Help?
Contact Us!

We can help you find a doctor, schedule a checkup, or answer any questions you have about your benefits.

Call FirstCare Customer Service at 1-800-431-7798 (STAR) or 1-877-639-2447 (CHIP). We're open Monday through Friday, from 8 a.m. to 5 p.m., excluding state approved holidays. If you call after hours, please leave us a message. We return all calls the next business day.

Our Customer Service Representatives speak both English and Spanish. If you speak another language, we can connect you with an interpreter.

Members with hearing loss can call the Relay Texas number 711. Relay Texas is a free telephone interpreting service to help people with hearing or speech disabilities.

Resources

Talk to a Nurse—Nurse24™

Need care advice? Should you see a doctor? FirstCare members can talk to a nurse by calling 1-855-828-1013. Get answers 24/7! Information is available in English and Spanish. Interpreter services available upon request. TTY users can call 711 or 1-800-955-8771. Voice communication is available at 1-800-955-8770.

Healthy Texas Women Plus

Beginning Sept. 1, 2020, Texas HHSC is implementing Healthy Texas Women Plus (HTW Plus), an enhanced, cost-effective and limited postpartum services package for women in the HTW program. HTW Plus will be provided in the postpartum period for not more than 12 months after the start date. Women in HTW Plus will have access to both HTW and HTW Plus benefits.For more details:
healthytexaswomen.org

Utilization Management

Ever wonder how we decide to authorize services? Our decisions are based on medical evidence and consensus of health care professionals. For more details:
Utilization Management Decisions

State Fair Hearing

If you, as a member of the health plan, disagree with the health plan's decision, you have the right to ask for a fair hearing only after exhausting the MCO Internal Appeal System provided by FirstCare. Members may ask for a State Fair Hearing by contacting us toll-free at 1-800-431-7798 / TTY 711. FirstCare's Member Services can help you file a fair hearing.

External Medical Review

If you, disagree with the health plan's decision, you have the right to ask for a State Fair Hearing (standard or expedited) only after exhausting the FirstCare's Internal Appeals process or you can ask for a State Fair Hearing with an External Medical Review (EMR) (standard or expedited). You cannot only ask for an External Medical Review. An EMR is an optional, extra step for the member to have a case outside the Hearing, free of charge. To request an EMR, call us at 1-800-431-7798 / TTY 711.

Grow Well™ App

Your one place to find trusted health information and connect to FirstCare resources for you and your family through every age and stage. Text “App” to 844.903.GROW (4769) or:
bfc.onelink.me

Non-Emergency Medical Transportation (NEMT)

1-833-779-3105
For more details, visit:
access2care.net/texas View more information

Prescription Benefits Manager

1-855-897-4448
Navitus Health Solutions