FAQs

Call Member Services at 1-855-232-3596, TTY 711 or use the Contact Us page. If you have questions or problems getting services, we are here to help you. We are here 24 hours a day, 7 days a week.

Call Member Services at 1-855-232-3596, TTY 711 for a replacement card.

You will often hear the term PCP. Your PCP is a medical provider who will manage your health care. Your PCP is a doctor, nurse or clinic in the Aetna Better Health of New Jersey network that provides your main health care. They will help you get all the covered services you need.

Your PCP is an important part of your health care team. We want you and your doctor to work together.

You may want to change your PCP for the following reasons:

  • You want a male or a female doctor
  • You want a doctor that speaks your language
  • You’ve found a doctor in our network that’s closer to your home

If you want to choose or change your PCP to another doctor in our provider network, call Member Services toll-free at 1-855-232-3596, TTY 711.

In most cases, the PCP change will happen on the same day as your request.

You will get a new Aetna Better Health of New Jersey ID card with the name of your new PCP.

Specialists are providers who treat special types of conditions. Your Primary Care Provider (PCP) can refer you to a specialist in the Aetna Better Health of New Jersey network.

Day or night, your PCP or on-call provider will tell you what to do. If the PCP is not in the office, leave a message with the answering service or the answering machine and the PCP will return your call.

Your provider must give you an appointment within 24 hours if you need urgent care. Do not use an emergency room for urgent care. Call the PCP’s telephone number that’s on your ID card.

In a true emergency, call 911 or go to the nearest ER. Emergency care is only when you believe your health is in serious danger. Examples of emergency situations include:

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

Emergency services are available 24 hours a day, 7 days a week. If you are having an emergency, call 911 or go to the closest hospital. Even if you are out of the area, go to the closest hospital or call 911. The hospital does not have to be in our network for you to get care. 

We use many contracted hospitals. Check the provider search. You can also call Member Services at 1-855-232-3596, TTY 711 to get a current list of our contracted hospitals.

Emergency services are available 24 hours a day, 7 days a week. If you are having an emergency, call 911 or go to the closest hospital. Even if you are out of the area, go to the closest hospital or call 911.  The hospital does not have to be in our network for you to get care. 

If you have an emergency and have no way to get to the hospital, call 911 for an ambulance. Aetna Better Health of New Jersey covers ambulance rides on the ground in a medical emergency for all members.

Members can receive other transportation services through Medicaid Fee-For-Service
To find out more about getting a ride to your doctor visits, call LogistiCare at 1-866-527-9933 (TTY 1-866-288-3133). If you have any problems with the service you receive, you can call the LogistiCare Complaint Hotline at 1-866-333-1735.

If you get a bill, call the provider’s office. Give the staff your information. If you keep getting a bill, call Member Services for help at 1-855-232-3596, TTY 711.

Call Member Services at 1-855-232-3596, TTY 711 and our staff will tell you how to get these services.

Pregnant women need special care. It’s important to get care early. If you’re pregnant, call Member Services at 1-855-232-3596, TTY 711 as soon as possible.

It is important to make sure your baby has medical coverage. When your baby is born, you must enroll them in Medicaid by calling the County Welfare Agency or Medical Assistance Customer Center (MACC). NJ FamilyCare members should call the NJ FamilyCare Program at 1-800-701-0710 or TTY at 1-800-701-0720.

If you have questions or need help call Member Services at 1-855-232-3596, TTY 711.