Frequently Asked Questions

Frequently Asked Questions

We’ve created a quick reference for our mostly frequently asked Healthcare Highways (HCH) questions. If your question isn’t included let us know at info@healthcarehighways.com and we’ll get right back to you!

Can I access benefit and eligibility information on the HCH website?
HCH is your provider network only and does not maintain information about your benefit plan or eligibility. Please contact your TPA/health benefit plan for assistance with these types of questions.
How do I obtain new ID cards?
If you have lost your ID card, refer to your benefit plan documents for information on how to request a new one, or contact your Health Benefit Plan for assistance.

How do I locate a provider?
You can locate a provider by visiting the “Find a Provider” section of this website, or by calling us at: 866-945-2292.

Can I nominate a provider to be in the HCH network?
Yes. There are two ways to nominate a provider: (1) Call us with their information at 866-945-2292; or (2) Complete the Provider Nomination form, and our contracting team will be happy to contact them with information about becoming a participating provider with HCH.

Do I have to use HCH network providers for all of my care?
You do not have to use HCH providers for all of your care, however, your out-of-pocket cost will be less if you do. Please contact our Service Operations department with any assistance you need regarding finding a participating HCH provider.
How does my doctor know my network is HCH?
Your doctor and/or the doctor’s staff will identify with either the HCH or PHCS network logos located on your member I.D. card. If they have any questions, they will know to call our Service Operations department (also located on the I.D. card).
Do I need to verify that my doctor is in the HCH network prior to making an appointment?
Verifying that your doctor is in the HCH or PHCS network prior to an appointment is always a good idea; however it is not required. Because network changes occur throughout the year, it is good practice to do so, to ensure that your doctor is participating as an in-network provider.
How do I file a complaint about the quality of care provided by a doctor in your network?
At HCH we take quality very seriously. You may file a grievance regarding the quality of care received from a participating HCH provider by contacting us in writing at Healthcare Highways, 6300 Fallwater Trail, Ste. 120, The Colony, Texas 75056, Attn: Corporate Quality Management.
Who do I call when I have a question about a network provider?
Please contact HCH Service Operations at (866) 945-2292 for any questions regarding HCH providers. We are here to assist you from 8:00am to 5:00pm Monday through Friday, CST.
Who do I call for medical; dental, life and other benefit plan questions?
You should call your benefit plan administrator for these types of questions. HCH is your medical plan provider network only. Your company’s Human Resources department should be able to assist you with this information.
Does HCH also pay my claims?
No, your benefit/health plan administrator pays your claims. HCH is the network that is used to help reduce your medical plan costs. Please contact your company’s Human Resources department for information about your benefit/health plan administrator.
Can I access benefit and eligibility information on the HCH website?
HCH is your provider network only and does not maintain information about your benefit plan or eligibility. Please contact your company’s Human Resources department for assistance.