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UnitedHealthcare Community Plan
UnitedHealthcare Community Plan


Frequently Asked Questions

What should I do in an emergency?

If you have an emergency, go immediately to the closet Emergency Room (ER) at the nearest hospital. If you need help getting to the ER fast, call 911. You do not need a referral from your PCP to use the ER.

What if I move?

You can call the CHIP/Children's Medicaid Hotline and tell a customer care representative what your new address is. That toll-free number is 1-877-KIDS-NOW (1-877-543-7669). The hotline is open from 8 a.m. to 8 p.m. Monday through Friday, except for federal holidays.

You will also need to call your child's CHIP health plan to make sure their files have your new address.

What should I do if I get a medical bill?

Sometimes you will get a bill that should have been sent to us. If you get a bill you believe we should pay, call Customer Service for help. You may have to pay medical bills if you receive treatment from doctors who are not part of the CHIP network.

How do I get a doctor's appointment?

Call your Primary Care Physician (PCP) office. Your doctor's name and phone number are shown on your Plan ID card. Give the office the following information:

  • Your primary care physician's name
  • Your name
  • Your enrollee ID number on your Plan ID card
  • The name of the person who needs to see the doctor
  • Why you need to see the doctor. If you feel you need to see the doctor right away, tell this to the person who answers the phone.
Does each family member have to have the same doctor?

No. Family members may pick their own PCP.

What if I need an urgent assessment?

If you need an urgent assessment for your child, call 1-877-352-7798, email or write to UnitedHealthcare Community Plan Attn: STAR Kids Service Coordination 14141 Southwest Fwy., Ste. 800 Sugar Land, TX 77478, and someone will contact you.


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