Questions? Call 888-665-4621.
- Who can I call with questions, concerns or complaints?
- Can I change my Primary Care Doctor?
- Why do I need a Primary Care Doctor?
- When will I receive my Healthy Families Program Welcome Packet?
- What geographic area does Molina Healthcare offer coverage in the Healthy Families Program?
- How can I apply for the Healthy Families Program?
- What do I do if I need a dentist?
- What do I do if I need Vision Care?
- Does Molina Healthcare offer transportation?
- How can I obtain specialty care?
- What do I do if I am out of my service area and need to see a doctor?
- How do I obtain Interpreter Services?
- What type of care is available when you are away from Molina's service area?
1. Who can I call with questions, concerns or complaints?
Our Member Services Department is available to assist you. Call us at 888-665-4621, Monday through Friday, 7:00 a.m. to 7:00 p.m. Our staff is bilingual and can answer any question that you may have in regards to your health plan benefits.
Molina Healthcare also has a 24-hour Nurse Advice Line that you may call toll-free at 888-275-8750 or TTY/TDD 866-735-2929 (for the deaf or hard of hearing). A registered nurse can answer any question you may have regarding your health care.
Please remember that you may also speak to your primary care doctor about your medical concerns. Your primary care doctor and his/her staff are there to help.
If you need further assistance, you may also contact Molina Healthcare's Ombudsman Unit at 888-665-4627. An Ombudsman is someone who can help you if you are not satisfied with the help you received from Molina Member Services.
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2. Can I change my Primary Care Doctor?
Yes. As a member of the Healthy Families Program through Molina Healthcare, we want you to be comfortable with your assigned primary care doctor. You may change your primary care doctor by calling our Member Services Department at 888-665-4621. Or you may complete a "Change of Primary Care Doctor" form at your primary care doctor's office and have the staff fax us the form at 562-901-9632.
A change of primary care doctor can be requested at any time, but it can take up to 30 days for the change to take effect.
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3. Why do I need a Primary Care Doctor?
Molina Healthcare wants to make sure that you get the best quality care and Service. This is why a Primary Care Doctor is assigned to you. This Primary Care Doctor will be your own personal doctor. Molina Healthcare has a large group of doctors for you to choose from. Chances are that your doctor may already be with Molina Healthcare. Your Primary Care Doctor will be responsible for all of your medical care and for referring you to other doctors when needed.
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4. When will I receive my Healthy Families Program Welcome Packet?
You will receive a Welcome Packet prior to your child's effective date of coverage.
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5. What geographic area does Molina Healthcare offer coverage in the Healthy Families Program?
Eligible beneficiaries who live in Los Angeles, Riverside, San Bernardino, San Diego, and Sacramento may choose Molina Healthcare. If you live in one of these counties, but are not sure if you can choose with Molina Healthcare, contact the Healthy Families Program at 800-880-5305 or visit the Healthy Families Program website at www.mrmib.ca.gov for zip codes where Molina Healthcare is available.
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6. How can I apply for the Healthy Families Program?
To apply for the Healthy Families Program, you may contact them directly at 800-880-5304. The Healthy Families Program will mail you an application packet that you will need to fill out and mail back to them.
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7. What do I do if I need a dentist?
If you need dental services, you may get care from any of the four (4) dental plans available through the Healthy Families Program. You will need your Dental Plan Identification card in order to receive services. Molina Healthcare does not offer dental services. For the name of the nearest dentist in your area, you may call the Healthy Families Program help line at 1-800-880-5305, or visit the Healthy Families Program website at www.mrmib.ca.gov.
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8. What do I do if I need Vision Care?
As a member of the Healthy Families Program, your vision care is provided to you by Vision Service Plan (VSP). There are over 100 vision care centers available for you to choose from. To find the vision care center nearest you, call 800-877-7195 or visit the VSP website at http://www.vsp.com.
Your primary care doctor may also be able to help you find a vision care center.
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9. Does Molina Healthcare offer transportation?
Emergency transportation is available to you in life threatening situations. You may call 911 directly and an ambulance will be sent to you. Please remember that ambulances are for life threatening emergencies only and should not be used for routine medical care. You may be responsible for services if you use an ambulance for non-emergency conditions.
For routine medical appointments or non-urgent medical care, Molina Healthcare's Member Services Department can help you get transportation. They have a list of community resources that offer public or low-cost transportation. Call them toll-free at 888-665-4621.
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10. How can I obtain specialty care?
All specialty care, except for the services listed below, must be scheduled for your child by their primary care doctor. Your child's primary care doctor is responsible for making sure that they receive the necessary medical care services.
You do not need your child's primary care doctor to schedule these services:
- Emergency services or out-of-area Urgent Care Services
- Nurse midwife services
- Female members may also self-refer to an OB/GYN who is in their PCP's network
- Family Planning Services
- HIV Testing & Counseling
- Minor Consent Services
- Sexually transmitted diseases
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11. What do I do if I am out of my service area and need to see a doctor?
In case of a life-threatening emergency, go to the nearest hospital or call 911 immediately. For urgent cases, you may telephone our 24-hour nurse help line at 888-275-8750.
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12. How do I obtain Interpreter Services?
- Do you speak a language other than English (including sign language)?
- Do you have trouble speaking to your doctor in English?
- Do you need an interpreter?
Molina Healthcare offers interpreter services at no cost to you!
Telephone Interpreters:
Call Member Services at 888-665-4621
Face to Face Interpreters (they can meet you at your doctor's office for your visits):
Call Member Services at 888-665-4621
TTY Services:
Call 800-479-3310
Sign Language Interpreters:
Call Member Services at 888-665-4621
Please do not use a family member or a friend to interpret for you. Communication between you and your doctor is very important. If your doctor knows your problems, he or she can help you. We want to make sure you get quality care. All members have access to interpreter services.
13. What type of care is available when you are away from Molina Healthcare's service area?
Molina Healthcare provides coverage for emergency or urgent care when you are away from our service area. Go to the nearest emergency room for care. Please contact Molina Healthcare within 24 hours or when medically reasonable of getting emergency care.
Please contact Molina Healthcare's Member Services Department at 888-665-4621, Monday to Friday, from 7:00 a.m. to 7:00 p.m.. Our toll free number for the deaf or hard of hearing is 800-479-3310. Outside of regular business hours you may contact our Nurse Advice Line day or night at 888-275-8750.
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