About Your Care
Molina Healthcare works with our network providers to give you good health care. We look at your member benefits and make choices about care based on what you need. We promote and share information about evidence-based health care and encourage providers to provide excellent care and service. We want you to know:
- We do not reward providers to deny care
- We do not reward staff or other people to deny care or give you less care
- We do not pay extra money to providers or our staff members to deny tests or treatments that you need to get better or stay healthy
Call Member Services if you have concerns about your health care.
- Our staff is here to take calls Monday to Friday (except holidays), 7 a.m. - 7 p.m. If you call after 7 p.m. or over the weekend, you can leave a message and your phone number. Our staff will return the call in a timely manner, in no more than one business day.
- Staff is also available to accept collect calls.
- You can talk to nurses about health care choices and getting the care you need through the 24-hour Nurse Advice Line.
- A bilingual staff member or interpreter is available to help you.
See your primary care provider (PCP) for a health checkup. Many people wait until they are very sick to see a provider. You do not need to wait. Make sure you schedule a checkup before you get sick. This will help keep you and your children well.Specialty Care
A primary care provider (PCP) can handle most health care needs. But sometimes there are special problems such as a broken bone or heart disease. A visit to a provider who has extra training may be needed. This provider is called a specialist. If members need to see a specialist, their PCP will make sure they see the right one and may be able to help them get an appointment faster.Out of Area Care
If you are away from Molina Healthcare’s service area and need emergency care, go to the nearest emergency room for care. If you get urgent or emergency care, contact Molina Healthcare within 24 hours or when medically reasonable. Call us toll-free at (800) 642-4168. If you are deaf or hard of hearing, call Ohio Relay/TTY at (800) 750-0750 or 7-1-1. When you are away from Molina Healthcare’s service area, only urgent or emergency care is covered. No services are covered outside the United States.Out of Network Services
If a Molina Healthcare provider is unable to provide a member with necessary and covered services, Molina Healthcare must cover the needed services through an out-of-network provider. The cost to members should be no greater than it would be if the provider were in Molina Healthcare’s network. This must be done in a timely manner for as long as Molina Healthcare is unable to provide the service.After Hours Care
Urgent care services are available when you are within or outside of Molina Healthcare’s service area. Urgent care services are those services needed to prevent the worsening of one’s health from an unforeseen medical condition or injury. You have the right to interpreter services at no cost to you to help in getting after-hours care. Call Member Services at (800) 642-4168.
Adult* Molina members can use Teladoc for no-wait care any time, over the phone or online. Visit Teladoc.com/Molina-OH to sign up, or download the Teladoc app today.
Sometimes you or your child gets ill after hours. If you can, wait until the next day when the doctor’s office is open. Or you can also call our 24-hour Nurse Advice Line toll-free at (888) 275-8750 or for hearing impaired TTY/Ohio Relay (866) 735-2929. Our nurses can help you any time, day or night. They will tell you what to do or where to get care. You can also ask your PCP for the name of the urgent care center and the name of the hospital that you are to use. It is best to find out ahead of time.
*Members 19 and older are eligible for Teladoc services, except Children with Special Health Care Needs who become eligible at age 21.Emergency Care
Emergency care is available 24 hours a day, 7 days a week for Molina Healthcare members.
Emergency health care services are health services needed for a medical problem that you think is so serious that it must be treated right away by a doctor. Emergency medical problems are life-threatening health conditions that:
- Put your health in serious danger.
- Cause serious damage to bodily functions.
- Cause serious dysfunction of any bodily organ or part.
Emergency health care also includes emergency contraceptive drug therapy.
Emergency health care includes urgent care services that cannot be delayed in order to prevent serious worsening of health from an unforeseen condition or injury.
If you think you have an emergency, call 911 or go to the NEAREST emergency room (ER) or other appropriate care setting.
When you go for emergency care, bring your Molina Healthcare Member ID Card.
If you are not sure if you need emergency care, call your PCP or call our 24-Hour Nurse Advice Line toll-free at (888) 275-8750, or for hearing impaired TTY/Ohio Relay (866) 735-2929. The Nurse Advice Line is staffed by registered nurses (RNs). You can call the Nurse Advice Line 24 hours a day, 7 days a week.
Hospital emergency rooms are only for real emergencies. These are not good places to get non-emergency care. They are often very busy and must care first for those whose lives are in danger. Please do not go to a hospital emergency room if your condition is not an emergency. See the “After Hours Care” section above for how to get non-emergency urgent care.Second Opinions
If you do not agree with a provider’s plan of care, you have the right to a second opinion from another Molina Healthcare provider or from an out-of-network provider. Prior approval is needed if you want a second opinion from an out-of-network provider. This service is at no cost to you.Language Assistance
You have a right to an interpreter. There is no cost for interpreter services. You should tell the office staff if you would prefer to talk in your own language. You or the provider’s office staff can call Member Services for help at (800) 642-4168 or for hearing impaired TTY/Ohio Relay (800) 750-0750 or 7-1-1.