Finding your Health Plan’s Member Services or Crisis Line
If you have ACA or private health insurance, locate your Health Plan’s Member Services and Crisis lines on your insurance card. If you receive NC Medicaid, you have either a Standard Plan or a Tailored Plan.
- If you have a Standard Plan, then your Member Services and Crisis lines are listed below. This information should also be on your insurance card.
| Health Plan | Member Services Line | Crisis Line |
| Ameri Health Caritas | 1-855-375-8811 | 1-833-712-2262 |
| Carolina Complete Health | 1-833-552-3876 | 1-855-798-7093 |
| Healthy Blue | 1-844-594-5070 | 1-844-594-5076 |
| UnitedHealth Care | 1-800-349-1855 | 1-877-334-1141 |
| WellCare | 1-866-799-5318 | 1-833-207-4240 |
- If you have a Tailored Plan, then your Members Services and Crisis lines are that of your region’s Managed Care Organization (MCO), and are listed below (an MCO is the institution that oversees the provision of behavioral and mental health care, and/or services for people with intellectual and developmental disabilities. Here is the MCO map that shows which MCOs are responsible for which regions of the state). This information should also be on your insurance card.
| MCO | Member Services Line | Crisis Line |
| Trillium | 1-877-685-2415 | 1-888-302-0738 |
| Vaya Health | 1-800-962-9003 | 1-800-849-6127 |
| Partners | 1-888-235-4673 | 1-833-353-2093 |
| Alliance Health | 1-800-510-9132 | 1-877-223-4617 |
Calling your Member Services Line
- If you are seeking non-urgent mental health care, determine the following before calling your Member Services Line:
- the type of mental health support you are seeking (psychiatrist to dispense medication, or psychologist/therapist/social worker for talk therapy, etc.);
- a specific condition or mental health disorder that you are seeking care for (addiction, eating disorder, psychosis, depression, etc.); and/or a specific cohort that the therapist specializes in (youth, DV survivors, etc.)
- Call the Member Services to get a list of suggested agencies that could offer the type of mental health care that you are seeking. Be sure to mention all the above factors so that they find someone that meets your unique needs. The representative should provide you with a list of agencies or therapists over the phone that meet your criteria.
- Think about specifics important for you to have in a provider before you call the providers. Specifics like distance of the clinic from your house, type of therapy (intensive in-home, outpatient, virtual, etc.), race or gender of therapist, expertise in working with particular populations or diagnoses, etc.
- Research and call the agencies and providers that the representative has provided you with. Talk with people at the provider’s office to see if they meet your criteria, confirm they take your type of insurance, have openings and a next available appointment date that meets your needs, and to understand the process to start services.
Connecting with your Care Manager
Standard and Tailor Plan Medicaid recipients have access to a Care Manager. Care managers help recipients create a personalized care plan based on their individual needs and to support the integration of their physical, mental, and behavioral care. Care Managers can be contacted to support the recipient in accessing any mental and behavioral health needs, and be available in situations where their care plan might need to change.
- Call your Member Services line and ask (1) who your Care Manager is and how to connect with them, (2) if you do not have a Care Manager, tell the representative you would like to be referred to one.
- If you are having trouble finding out if you have a Care Manager and/or contacting them, you can always call the NC Medicaid Ombudsman (1-877-201-3750), and an advocate will help you connect you to them.
- Contact your Care Manager to discuss your care needs and how you hope they will support you.