STAR Complaints and Appeals Process
Filing a Complaint
If you have a complaint, please call us toll-free at 1-800-431-7798 to tell us about your problem. A FirstCare 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.
This document contains information on how to make a complaint or file an appeal if you are a STAR Medicaid plan member.
If you don’t get the help you need from FirstCare, you should do one of the following:
- Call the Medicaid Managed Care Helpline at 1-866-566-8989 (toll-free).
- Email your complaint to HPM_Complaints@hhsc.state.tx.us.
- Write to: Texas Health and Human Services Commission
Office of the Ombudsman, MC H-700
P.O. Box 13247
Austin, TX 78711-3247
- Fax 1-888-780-8099 (toll-tree)
Fair Hearing
You may ask for a Fair Hearing at any time during or after the appeal process. If you do not agree with FirstCare's decision, you may ask for a Fair Hearing from the State. You have 90 days from the date on the letter to request a Fair Hearing.
You can request a Fair Hearing by contacting FirstCare STAR at 1-800-431-7798.
If you would like to make your request in writing, please write:
FirstCare STAR
ATTN: Fair Hearing
1901 West Loop 289
Suite 9
Lubbock, TX 79407
You do not have a right to a Fair Hearing if Medicaid does not cover the service you requested.
Call 1-800-431-7798 if you need any help.