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Frequently asked questions

General questions

Medicaid is a program that provides health care for millions of Americans. In New Jersey, it’s called NJ FamilyCare. It covers low-income adults, children, pregnant women, elderly adults and people with disabilities. If you qualify, you can get coverage for things like: 

 

  • Preventive care 

  • Vision care

  • Medications 

  • Chronic disease management 

  • Behavioral health services 

Learn more about what’s covered

 

Find out if you qualify

Before you can get coverage, be sure you qualify for Medicaid. 

 

If you qualify, you can choose Aetna Better Health as your health plan in your NJ FamilyCare application.

 

You can also read the answers to 10 common questions about qualifying for Medicaid.

 

Learn more about how to enroll

Yes. To keep your coverage, you must renew every year.

 

Learn more about how to renew your coverage

We want you to be happy with the care you get. So if you’re ever unhappy with your health plan or a provider, you can file a grievance. Or you can file an appeal if we deny, delay or change a service. If you don’t agree with the decision on your appeal, you can ask for a state fair hearing.

 

Learn more about filing a grievance or an appeal

Tell us. You have the right to report anyone you believe is committing fraud or abusing the Medicaid system. You can use this form to report fraud or abuse

 

Learn more about fraud or abuse

Member Services

You’ll find your health plan summary and benefits info in your member handbook or on your secure Member Portal. 

 

Log in to the Member Portal

We are here for you 24 hours a day, 7 days a week. Just call 1-855-232-3596 (TTY: 711) or log in to your Member Portal. You can also use the “Contact Us” page to get in touch.

Just log in to your Member Portal to ask for a new card. Or call us at 1-855-232-3596 (TTY: 711) to get a new ID card.

My health care providers

Your PCP is a medical provider who will manage your health care. They’re the physician, nurse or clinic that provides your main health care. They’ll help you get all the covered services you need.

You can change your PCP through your Member Portal. Or call Member Services at 1-855-232-3596 (TTY: 711), and just follow the menu options. This is also the toll-free number on your ID card. 

 

You can also learn more about choosing a primary care physician.

 

Log in to the Member Portal

Your ID card will have your PCP’s name and phone number. You can also find this info on your Member Portal.

 

Log in to the Member Portal

Specialists are providers who treat specific conditions. Your PCP might refer you to a specialist in our network or recommend you see one. Need help finding a specialist? Just call us at 1-855-232-3596 (TTY: 711).

 

Find a specialist near you

Call the provider’s office and let them know you have Aetna Better Health. If you keep getting bills, just call us at 1-855-232-3596 (TTY: 711).

Coverage and care

Whether it’s day or night, your PCP or on-call provider can tell you what to do. If they’re not in the office, leave a message. They’ll return your call. Your provider must see you within 24 hours if you need urgent care.

If you're having an emergency, call 911 or go to the closest hospital.

 

You’ll only need emergency care if you think your health is in serious danger. Emergencies may include:

 

  • Severe pain
  • Serious injury
  • Sudden illness
  • Illness that is quickly getting much worse
  • Heavy bleeding that doesn’t stop, especially if you’re pregnant

 

If it’s not an emergency, but you need medical advice, call us at  1-855-232-3596 (TTY: 711). The nurse can help you decide if you need to go to the ER or urgent care.

 

Find the closest hospital

Check out some of these articles to learn more about getting the right care at the right time:

 

If you have no way to get to the hospital during an emergency, call 911. We cover ambulance rides on the ground in a medical emergency for all members. 

 

You can also get rides to your doctor visits through the Medicaid Fee-For-Service program. To learn more, you can call ModivCare (formerly LogistiCare) at 1-866-527-9933 (TTY: 1-866-288-3133). You must schedule rides at least two business days in advance. If you have any problems with the services, just call the ModivCare Complaint Hotline at 1-866-333-1735.

If you’re out of the area and have an emergency, go to the closest hospital or call 911. The hospital doesn’t have to be in our network for you to get care.

You can use the provider search tool to find a hospital. Or you can call us at 1-855-232-3596 (TTY: 711) for help.

Yes. Just call us at 1-855-232-3596 (TTY: 711) and we can help.

Pregnant women need special care. You should see a provider within three weeks of a positive pregnancy test (home or laboratory). We can help with pregnancy care. Just call us as soon as you can at 1-855-232-3596 (TTY: 711).

 

You can also visit our health and wellness library to learn more about pregnancy, women’s health and other topics to help keep you healthy.

You’ll want to make sure your baby has medical coverage. If you don’t have insurance when your baby is born, you must enroll them in NJ FamilyCare. You can do so by calling your county welfare agency or Medical Assistance Customer Center (MACC).

 

Current NJ FamilyCare members should call the NJ FamilyCare Program at 1-800-701-0710 (TTY: 1-800-701-0720).

 

If you have questions or need help, just call us at 1-855-232-3596 (TTY: 711).

Pharmacy

A formulary is a list of medications that a health plan covers. These medications treat a variety of conditions. And we keep our formulary up to date.

We use a group of providers and pharmacists to choose these medications. First, they get input from many physicians. Then, they choose the best medications. Often, two medications are equally safe and effective. But their known benefits may be different. After a review, the group may add new medications to the list.

You can ask your provider:

 

  • To give you a similar medication that is on the list 

  • To get prior authorization (PA) to cover this medication 

First, your provider will contact us. Then, our pharmacy staff will review the info your provider gave us. Finally, we’ll make a decision. 

Some health care services and supplies need approval before you can get them. We follow nationally recognized guidelines to make these decisions. Not sure if a service needs PA? Just call us at 1-855-232-3596 (TTY: 711) to ask for the most current PA list. Before providing a service, your provider should check the list. It may change from time to time. 

We have quantity limits for different reasons. Some medications have a maximum limit or dose for safety reasons. Our clinical staff sets the limits. In some cases, we make exceptions. Have your provider contact us. We’ll review the info from your provider and make a decision.

We don’t cover these types of medications on our formulary:

 

  • Cosmetic 

  • Hair growth

  • Infertility or erectile dysfunction 

  • Experimental or investigational 

You don’t need a referral to see in-network doctors for routine and preventive health care services. 

 

You do need PA for some health care services and supplies before you get them. We use nationally recognized guidelines to make PA decisions about care your provider suggests. 

 

Your provider must check to see if your service requires PA before they provide it. To ask for the current PA list, just call us at 1-855-232-3596 (TTY: 711).

Mental health

You’re not alone. During the COVID-19 pandemic, many people have felt more stress and anxiety than ever. They need more help than usual coping with everyday pressures. Things like job loss, child care issues and other challenges are very real. 

 

Did you know that stress can affect your health? It’s common during times of stress to pick up some unhealthy habits. Don’t be too hard on yourself. It can be hard to eat healthy, exercise and follow all the other habits that are part of good self-care. 

 

Learn more about healthy habits: 

 

Your PCP can give you more personal help and treatment. Be sure you know who your PCP is and make an appointment today. Your ID card will have your PCP’s name and phone number. Or you can find this info on your Member Portal

It may not be easy, but you can stop using tobacco — whether it’s smoking, vaping or chewing. Let’s quit together.

 

You can learn more about quitting from the:

 

Your PCP can give you more personal help and treatment. Be sure you know who your PCP is and make an appointment today. Your ID card will have your PCP’s name and phone number. You can also find this info on your Member Portal.

 

The Great American Smokeout is a registered trademark of the American Cancer Society, Inc.

Learn more about substance use and mental health issues from the:

 

For addiction services and referrals for adults 18 years and older, call the New Jersey Addiction Services Hotline at 1-844-276-2777, 1-844-NJ REACH.

 

Your PCP can give you more personal help and treatment. Be sure you know who your PCP is and make an appointment today. Your ID card will have your PCP’s name and phone number. You can also find this info on your Member Portal.

 

And be sure to check out even more mental health and behavioral health resources. 

 

Alcoholics Anonymous is a registered trademark of Alcoholics Anonymous World Services, Inc.

If you have thoughts of harming yourself or others, get help right away. Call the National Suicide Prevention Lifeline at 1-800-273-8255. Or call our crisis line at 1-855-232-3596 (TTY: 711) and choose option 9. 

 

And be sure to check out even more mental health and behavioral health resources. 

The Great American Smokeout is a registered trademark of the American Cancer Society, Inc.

 

Alcoholics Anonymous is a registered trademark of Alcoholics Anonymous World Services, Inc.

Have a question?

Just call Member Services at 1-855-232-3596 (TTY: 711). We’re here for you 24 hours a day, 7 days a week.