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Contact info 

We have different helplines, depending on your plan and where you live. To find contact info for Member Services, behavioral health services and more, you can scroll down the page. To reach the 24-Hour Nurse Line, just call 1-800-556-1555 (TTY: 711). You can also reach out to a member advocate.

 

If you think you need emergency care, call 911 or go to the nearest hospital.

STAR (Medicaid)

Select a different plan

HELPLINES FOR MEMBERS AND PROVIDERS

 

Bexar area  

1-800-248-7767 (TTY: 711) 

Tarrant area 

1-800-306-8612 (TTY: 711)  

Hours and services

 

Member Services: Monday to Friday, 8 AM to 5 PM

 

 

  • Call to learn more about Aetna Better Health® of Texas and how to access all covered services.
  • To inquire about Prior Authorization status

  • For help after hours and on weekends, just leave a voice message. We’ll return your call on the next business day.

Behavioral health services: 24 hours a day, 7 days a week

 

  • Call and press 1 for help with mental health problems like depression or substance use. You don’t need a referral. You may go to any mental health provider in our network.

24-Hour Nurse Line: 24 hours a day, 7 days a week

 

  • The nurse can answer your questions and help you make health decisions.

Languages and formats

 

If you speak a language other than English, we can help.  Just call the number on your ID card or 1-800-385-4104 (TTY: 711). Then, ask for an interpreter. You'll get this service at no cost.

 

If you’re deaf or blind, we can give you info in other formats. These include sign language, braille, large print and audio.

STAR Kids

Select a different plan

HELPLINES FOR MEMBERS AND PROVIDERS

 

Dallas and Tarrant areas

1-844-787-5437 (TTY: 711)

Hours and services

 

Member Services: Monday to Friday, 8 AM to 5 PM

 

 

  • Call to learn more about Aetna Better Health® of Texas and how to access all covered services.
  • To inquire about Prior Authorization status

 

  • For help after hours and on weekends, you can leave a voice message. We’ll return your call on the next business day. 

Behavioral health services: 24 hours a day, 7 days a week

 

  • Call and press 1 for help with mental health problems like depression or substance use. You don’t need a referral. You may go to any mental health provider in our network.

  • STAR Kids members can also get help with service coordination. Call and press 2 for service coordination.

24-Hour Nurse Line: 24 hours a day, 7 days a week 

 

  • The nurse can answer your questions and help you make health decisions.

Languages and formats

 

If you speak a language other than English, we can help. Just call the number on your ID card or 1-800-385-4104 (TTY: 711). Then, ask for an interpreter. You'll get this service at no cost. 

 

If you’re deaf or blind, we can give you info in other formats. These include sign language, braille, large print and audio.

 

Children’s Health Insurance Program (CHIP) or CHIP Perinatal

Select a different plan

HELPLINES FOR MEMBERS AND PROVIDERS

 

Bexar area

1-866-818-0959 (TTY: 711)

Tarrant area

1-800-245-5380 (TTY: 711)

Hours and services

 

Member Services: Monday to Friday, 8 AM to 5 PM

 

 

  • Call to learn more about Aetna Better Health® of Texas and how to access all covered services.
  • To inquire about Prior Authorization status

 

  • For help after hours and on weekends, just leave a voice message. We’ll return your call on the next business day.

Behavioral health services: 24 hours a day, 7 days a week

 

  • Call and press 1 for help with mental health problems like depression or substance use. You don’t need a referral. You may go to any mental health provider in our network.

24-Hour Nurse Line: 24 hours a day, 7 days a week

 

  •   The nurse can answer your questions and help you make health decisions.

Languages and formats

 

If you speak a language other than English, we can help.  Just call the number on your ID card or 1-800-385-4104 (TTY: 711). Then, ask for an interpreter. You'll get this service at no cost.

 

If you’re deaf or blind, we can give you info in other formats. These include sign language, braille, large print and audio.

  • We work with vendors to provide your STAR (Medicaid) and CHIP services:

     

    Pharmacy benefits

    Pharmacy benefit managers (PBMs) work with health plans to provide your prescription medicine.

     

    Vendor: CVS Caremark ®

    Online: Caremark.com/wps/portal/CONTACT_CAREMARK

    Phone: Call the number on your prescription benefit card

    Fax: 480-614-7479

     

    Mail-order medicine

    Members who take certain medications regularly may be able to get them through the mail.

     

    Vendor: CVS Caremark Mail Service Pharmacy

    Phone: 1-855-271-6603

     

    Specialty medicine

    A specialty pharmacy fills prescriptions for medicines that need special care and handling.

     

    Vendor:  CVS Specialty® Pharmacy Services

    Phone: 1-800-237-2767 (TTY: 1-800-863-5488), Monday to Friday, 7:30 AM to 9 PM (ET)

     

    Dental care

    Members get certain dental care benefits. Check your member ID card from your dental plan for more info.

     

    Vendor: DentaQuest

    Online: https://www.dentaquest.com/tx

    Phone: 1-800-516-0165

     

    Vendor: MCNA Dental

    Online: https://www.mcnatx.net/  

    Phone: 1-844-350-6262

    Email: contactus@mcna.net

     

    Vendor: UnitedHealthcare Dental

    Online: https://www.uhc.com/dentalTX 
    Phone: 1-877-901-7321

     

    Vision care

    Members get certain vision care and eye health benefits.

     

    Vendor: Superior Vision

    Online: SuperiorVision.com/locator/

    1-800-879-6901

    Email: ContactCenter@SuperiorVision.com

     

    Non-Emergency Medical Transportation (NEMT) services

    NEMT services provide transportation to nonemergency health care appointments for members who have no other transportation options. These trips include rides to the doctor, dentist, hospital, pharmacy and other places you get Medicaid services. They don’t include ambulance trips.

     

    Vendor: MTM Health

    Phone: 1-866-411-8920 (TTY: 711): 24 hours a day, 7 days a week

    MTM Website

    Apps for smartphone use:

    Apple iOS

    Android

     

    Telehealth services

    Talk to a doctor or talk therapist at home or on the go. We’ve teamed up with MDLIVE® to connect you to licensed doctors and pediatricians, as well as licensed therapists and psychiatrists using your smartphone, tablet or computer.

     

    Vendor: MDLIVE

    Online: MDLive.com/aetnamedicaidtx

    Phone: 1-888-667-7652 (TTY: 1-800-770-5531)

  • To join Aetna Better Health of Texas, just contact your enrollment broker. You can call them Monday through Friday, 8 AM to 6 PM. For help after hours and on weekends, just leave a voice message. They’ll return your call on the next business day.

     

    STAR (Medicaid) or CHIP

    1-800-964-2777 (TTY: 711) 

     

    STAR Kids

    1-877-782-6440 (TTY: 711)

     

    Your enrollment broker can help you:

     

    • Answer questions about STAR (Medicaid), STAR Kids and CHIP benefits
    • Find or choose a doctor
    • Learn more about Texas Health Steps checkups and how to schedule appointments
    • Get other health care services

  • Do you disagree with our decision? You have the right to ask for an external medical review (EMR) before you ask for a state fair hearing. You don’t have to ask for an EMR. You can ask for a state fair hearing only.

     

    Choosing someone to act for you

     

    You may name someone to act for you by writing us a letter. Tell us the name of the person you want to act for you. It can be a doctor or other medical provider. The person you choose is yourrepresentative.

     

    Check your timelines

     

     You or your representative must ask for a state fair hearing with or without an EMR  within 120 days of the date on the health plan’s letter with the appeal decision. What happens if you don’t ask for a state fair hearing in this time frame? You may lose your right to a state fair hearing.

     

    You have the right to keep getting any service that we denied or reduced, at least until the decision is made on your state fair hearing. This will happen by whichever of these dates is the latest:

    • 10 calendar days after our mailing of the appeal decision letter
    • The day our letter says we’ll reduce or end your service

     

    If you don’t ask for a state fair hearing by this date, the service we denied will stop.

     

    The EMR process

     

    Texas Health and Human Services Commission (HHSC) will give your case to independent health care experts for review. They only use the info from your health plan appeal. So, you won’t be able to give new info for the review.

     

    These experts can agree with or change our decision. They’ll mail the EMR decision to you in 10 calendar days or less. After you get your EMR decision, you can choose if you also want to have the state fair hearing you asked for.

     

    If the EMR agrees with your request

     

     We’ll approve the services within 72 hours of receiving the EMR response.

     

     If the EMR doesn’t agree with your request

     

     HHSC will continue with the state fair hearing review. If you don’t want to continue with a state fair hearing, you have the right to withdraw your request.

     

     You or your representative can ask for a state fair hearing or EMR:

     

    By mail


    Fill out the form that came with resolution of your appeal notice. Or download the state fair hearing/EMR form (English PDF/Spanish PDF) and send it to:

     

    Aetna Better Health of Texas

    Attention: Complaints and Appeals

    P.O. Box 81139

    5801 Postal Road

    Cleveland, OH 44181

     

    By phone

     

     Call us:

     

More ways you can contact us 

Phone

Here’s our complete list of phone numbers:
English (PDF) | Spanish (PDF)

This includes pharmacy, vision and other services.

Fax

You can fax Member Services at: 1-866-510-3710. 

Mailing Address

You can send a letter to Member Services at:

Aetna Better Health of Texas 
PO Box 818042 
Cleveland, OH 44181-8042  

Online 

You can send us a message or join the Member Advisory Group by filling out the Contact us form.

Are you trying to contact us about any of these?

MDLIVE is a registered trademark of MDLIVE, an Evernorth company.

Also of interest:

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