Member FAQ

Frequently Asked Questions

Frequently asked questions asked from our members and eligible employees

Who can help me understand my benefits and eligibility?

There are several ways to get and stay informed about your health plan:


  • Your Member Benefits Handbook
  • Your company’s Human Resources Department’s benefit-administration area
  • Your member support team at Healthcare Highways. Contact us

How do I get new health plan (medical) ID cards?

You can request a new member ID card by logging in to your member portal. Go to the Member Resource Center to access your portal, or Contact us

How do I find an in-network provider?

You can locate an in-network provider through our online “Find a Provider” feature.

My current provider isn’t in my health plan network. Can I have them considered for participation?

Yes. There are two ways to nominate a provider:

  • Complete the Provider Nomination Form, and our contracting team will contact the provider with information about how to become a participating provider with Healthcare Highways.
  • Call us with their information at 866-945-2292.

Must I use Healthcare Highways’ in-network providers for all my healthcare needs?

That depends on the benefits in your specific health plan. Check your Member Benefits Handbook for out-of-network options. Even if you do not have to use in-network providers for all your care, your out-of-pocket costs will be less if you do. If your plan does not include an out-of-network benefit, then it is unlikely to cover any expenses related to an out-of-network provider.

Do I need to verify that my provider or pharmacy is in the Healthcare Highways network before I make an appointment?

Verifying that your provider is in-network before you make an appointment or receive service is always a good idea, but it is not required. However, because network changes occur throughout the year, it is good practice to ensure that your provider is (still) in-network before you make an appointment.

Who do I call when I have a question about an in-network provider?

Please contact Healthcare Highways Service Operations at (866) 945-2292 for any questions regarding Healthcare Highways’ providers. We are here to assist you from 8:00 a.m. to 5:00 p.m. Monday through Friday, Central Time.

What should I do if I have a concern about the service or care I receive from a Healthcare Highways in-network provider?

At Healthcare Highways we take quality and member rights seriously. You can file a grievance about the quality of care you received from a participating in-network provider by contacting us in writing at Healthcare Highways, 6300 Fallwater Trail, Ste. 120, The Colony, Texas 75056, Attn: Corporate Quality Management.

Didn’t find your question listed here?

Need assistance? Our internal Member Services Team is here to provide extra support 8 AM to 5 PM, Central Time, Monday through Friday: (866) 945-2292.