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Individuals & Families

Tools and Resources for
STAR and CHIP Members

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At FirstCare Health Plans, giving you access to helpful plan information is important to us.
Did you know you can find useful tips and tools in your Member Handbook?

STAR Member Handbook / CHIP Member Handbook / Member Needs Assessment

Please read your handbook (and click on the topics linked below), to learn about your benefits, how to find a doctor, how to use your plan and more. Questions? Contact us Monday through Friday, from 7 a.m. to 7 p.m. CT.

 
  • Your plan benefits, including services covered and not covered
  • How to receive primary care services 
  • How to get services for specialty care, behavioral health care and hospital care
  • How to find information about doctors in our network
  • How to get approval for medicine, treatment, surgery, or hospital stays
  • Your costs for services, including copays and other charges
  • How to submit a claim for covered services, if needed
  • A list of the approved medicines in your plan
  • How to get care outside of our plan
  • How to get language assistance STAR | CHIP
  • How and when to get emergency care/call 911
  • How to get care after office hours
  • How to contact Nurse24™ or FirstCare Virtual Care—powered by MDLIVE
  • Expecting the Best® Maternity Program
  • How to get healthy and stay healthy
  • Service Coordination services
  • FirstCare’s decisions about new tests, medicine or treatments
  • How to submit a complaint or appeal
  • FirstCare’s Compliance program
  • How we guard the privacy of health information 
  • How to get care when sick and traveling
  • Your member rights and responsibilities
  • What to do if you have questions about your plan, your bill, and other frequently asked questions
Did you know you can change your primary care doctor on our member portal? 
You can choose a new doctor or OB/Gyn in the portal, anytime, with a few easy clicks. 
To get started:
  • Log in to the portal
  • Click View/Edit My Info
  • Click My Providers
  • Choose your new doctor and effective date
 

Member Portal

Log In/Register

Authorization Information

Access authorization information

Find a Provider

Click below to access the STAR/CHIP provider directories:

STAR (Lubbock)
STAR (MRSA)
CHIP

Access a Doctor, 24/7/365

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

Learn more

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 8 a.m.-5 p.m. weekdays, 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.

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.

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 visit 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

Behavioral Health

1-800-327-6934

Scott & White Health Plan

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