Information and Interpreters are available in many languages from 8 a.m. to 8 p.m. Monday through Friday. . . . . . . . . . . . . . . . 1-800-256-6533
After hours and weekends, please contact NurseLine. Se habla Español.
TDD/TTY (for hearing impaired). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .711
NurseLine (Available 24 hours a day, 7 days a week) . . . . . . 1-844-222-7323
Call 9-1-1 or go to the nearest hospital or emergency facility if you think you need emergency care. We have free interpreter services for people who do not speak English.
This call is free.
8 a.m. to 8 p.m. Central Time, Monday – Friday.
After hours, please call our NurseLine at 1-844-222-7323.
UnitedHealthcare Community Plan
14141 Southwest Freeway, Suite 800
Sugar Land, TX 77478
What to Do in an Emergency
Call 911 or go to the nearest hospital/emergency facility if you think you need emergency care. You can call 911 for help in getting to the hospital emergency room. If you receive emergency services, call your doctor to schedule a follow up visit as soon as possible. Please call us and let us know of the emergency care you received. An emergency is a condition in which you think you have a serious medical condition, or not getting medical care right away will be a threat to your life, limb or sight.
Behavioral Health and Substance Abouse Services
You should call 911 if you are having a life-threatening behavioral health or substance abuse emergency. You can also go to a crisis center or the nearest emergency room.
Optum Behavioral Health
• Available 24 hours, 7 days a week.
• Interpreter services available.
• Se Habla Español.
Fair Hearing Contact Information
To ask for a fair hearing, you or your representative should call UnitedHealthcare Community Plan at 1-888-887-9003 or send a letter to the health plan at:
UnitedHealthcare Community Plan Attn: Fair Hearings Coordinator 14141 Southwest Freeway, Suite 800 Sugar Land, TX 77478
The STAR Kids Screening and Assessment Instrument (called an assessment, or SAI) is used to determine eligibility for Personal Care Services, Community First Choice, and Medically Dependent Children Program services for your child.
Please see our STAR Kids Member SK-SAI Assessment Refusal or Reschedule Guidance memo for additional information. (PDF 26.41 KB) View in Espanol. (PDF 42.21 KB)
Summer 2015 (English) (PDF 615.75 KB)
Summer 2015 (Español) (PDF 639.99 KB)
If you get benefits through Medicaid’s STAR, STAR+PLUS, STAR Kids or STAR Health program, call your medical or dental plan first. If you don’t get the help you need there, you should do one of the following:
a. Call Medicaid Managed Care Helpline at 1-866-566-8989 (toll free)
b. Online: Send your complaint in an email to HPM_Complaints@hhsc.state.tx.us
c. Mail: Texas Health and Human Services Commission
Office of the Ombudsman, MC H-700
P.O. Box 13247
Austin, TX 78711-3247
d. Fax: 1-888-780-8099 (Toll-Free)
To report suspected fraud, waste, or abuse by a member and/or provider: https://oig.hhsc.texas.gov/
The Member Advocates conduct quarterly Member Advisory Board meetings throughout all of the Texas Service Delivery Areas. Members are invited to join the Advisory Boards through several avenues; phone calls, member events, Service Coordinators, etc. The Advisory Boards provide an opportunity for UHC staff and members to meet and work together to problem solve, come up with new ideas on how to improve processes, develop relationships, and allow members to be the “eyes and ears” of the communities they live in. Many members have embraced their Member Advisory Board roles and are recognized as stewards of their health plan. Learn more. (PDF 102.23 KB)