FAQs

How Can We Help You?

Frequently asked questions

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To protect your privacy, Member Services will always ask you to provide three pieces of information to identify yourself. You can use any three of the following:

  • SelectHealth ID Number
  • First and Last Name
  • Date of Birth
  • Full Address
  • Phone Number
  • New York Medicaid ID Number

Call SelectHealth Member Services at 1-866-469-7774 (TTY: 711). Be sure to tell the representative why you’re calling. Member Services is part of your care team and can help you with many issues. If you still need to talk with your Care Manager, Member Services can connect you.

For your protection, we do not allow others to see your information unless you tell us we can share it with them. There are three ways you can tell us to let someone other than you see information about your care and services with SelectHealth.

  1. Call SelectHealth Member Services at 1-866-469-7774 (TTY: 711) with the person you want to have access to your information and give your permission over the phone. Your representative will have access to your information for 14 days from the date of the call.
  2. If you want someone to see all your information, you can ask SelecHealth Member Services to mail a Privacy Health Information (PHI) form to your home. Then, fill out the form and send it back to SelectHealth Member Services for processing.
  3. If you want to allow someone to see just some of your information, write a letter saying that you give your permission to that person to speak on your behalf. Tell us their name, their relationship to you, and the sort of information you are allowing them to see. Send this letter to Member Services for processing at this address:
    SelectHealth Member Services
    220 East 42nd Street, 3rd Floor
    New York, NY 10017

Call SelectHealth Member Services at 1-866-469-7774 (TTY: 711) and we will have a replacement ID card mailed to you. It usually arrives in 7-10 business days.

Yes, as a SelectHealth member you will need to carry both cards. You will still need your Medicaid Benefit Card for services like non-emergency transportation that are not covered by the plan but are covered by regular Medicaid.

If your home address or other contact information changes, please call Member Services at 1-866-469-7774 (TTY: 711) to update your contact information. If your new address is within our service area (Brooklyn, the Bronx, Manhattan, Queens, Nassau County, or Westchester County), your coverage will not be affected. You will also need to contact your local department of social services so they can update your information:

Nassau: (516) 227-8519
New York City (Manhattan, Brooklyn, the Bronx, Queens): (718) 557-1399
Westchester: (914) 995-6521

If you move outside the SelectHealth service area, you may no longer be eligible for our plan and could be disenrolled. In addition to letting us know by calling Member Services at 1-866-469-7774 (TTY: 711), you will also need to contact your local department of social services so they can coordinate your being moved to a different plan:

Nassau: (516) 227-8519
New York City (Manhattan, Brooklyn, the Bronx, Queens): (718) 557-1399
Westchester: (914) 995-6521

We’re sorry, but you cannot keep your SelectHealth coverage. If you become eligible for Medicare, you will automatically be disenrolled from SelectHealth and Medicare will become your primary insurance. If you have any questions about enrollment, please contact your Care Manager.

If your child is under 21 years old and is eligible for Medicaid, they will be able to enroll in SelectHealth.

You are not required to enroll your children in SelectHealth. If you prefer, you may enroll them in a different health plan. We recommend that you talk to your medical providers to discuss what is best for you and your family.

If your spouse or partner qualifies for the plan, they can join SelectHealth. If they don’t meet the eligibility criteria, they will unfortunately not be able to join this plan.

If you have any questions or concerns about getting authorizations for medical services, please call SelectHealth Member Services at 1-866-469-7774 (TTY: 711), and we will help you.

Except in rare, special cases, your primary care and other doctors must be in the SelectHealth network of physicians who are experts in our members’ specialized care. 

To see if a doctor is in our network, use our online search tool, or call Member Services at 1-866-469-7774 (TTY: 711).

If you can’t find a network doctor who meets your needs, call Member Services and we will help you.

Contact SelectHealth Member Services at 1-866-469-7774 (TTY: 711). If you have already chosen a new doctor, give us the doctor’s name. Once we confirm that the doctor participates with SelectHealth, we’ll send you a new SelectHealth Member ID Card.

If you have not chosen a new doctor, you can find one by using our Provider Search tool or asking a SelectHealth Member Services representative to help you find an in-network Primary Care Physician.

There are three ways to find out if your medications are covered by your SelectHealth plan:

  1. Search the SelectHealth Formulary tool.
  2. Call MedImpact at 1-888-678-7741.
  3. Or call SelectHealth Member Services at 1-866-469-7774 (TTY: 711).

If you’re having trouble getting your medications at the pharmacy, call MedImpact at 1-888-678-7741. They can be reached 24 hours a day.

Yes, in a medical emergency, you can go to any hospital in the United States. You don’t need prior authorization from your doctor or from SelectHealth before getting emergency care in a hospital. Just have the hospital contact SelectHealth as soon as possible after you’re admitted.

Transportation to medical appointments for SelectHealth members is covered by Medicaid.

SelectHealth members arrange transportation through agencies that contract with the New York State Department of Health to manage non-emergency transportation services covered by Medicaid.

See below for non-emergency transportation in your area:

 

New York City
Medical Answering Services (MAS)
1-844-666-6270
www.medanswering.com
Nassau
Westchester
Medical Answering Services (MAS)
1-866-883-7865
www.medanswering.com

When you call, you will need:

  • Your Medicaid ID number (this is the ID listed on your Medicaid card formatted as 2 letters, 5 numbers, 1 letter – like XX12345X).
  • The name, address, zip code and telephone number of your medical practitioner.
  • The street address and the telephone number where you want to be picked up.
  • The date and time of your appointment, any special needs you have and the general reason for the appointment (doctor visit, check-up, eye appointment, etc.).

You, a caregiver, or your provider can arrange for transportation.

The Alliance for Positive Change provides peer educators and a range of services to help New Yorkers with chronic conditions. The Alliance works closely with us to provide new member orientations and support our members in other ways. To learn more about the Alliance, visit their website https://alliance.nyc/ or call them at 212-645-0875.

Steps to a Healthier Life is a program that rewards our members for reaching health goals. Just by being a SelectHealth member, you’re eligible to earn rewards.  It’s our way of encouraging you to make healthy choices, supporting you in your efforts to reach your goals, and rewarding your efforts every step of the way. Some things you can be rewarded for include:

  • Seeing your doctor regularly
  • Keeping your prescriptions filled
  • Completing cancer screening, eye exams, and other health screenings.

To start earning points, complete the self-assessment form, “About Me and My Health.” This will let us know how the program can best work for you—and you’ll earn rewards just for completing the form and sending it in!

You can download a copy of the form here or call Member Services to have a form mailed to you.

For more information about Steps to a Healthier Life, go here.