FAQs

Below are common questions our members ask. If you don't find the answer to your question, call Member Services.

• How do I contact Mercy Care Plan Member Services Department?

  Call (602) 263-3000 or (800) 624-3879. Member Services for the hearing impaired can be reached at TTY/TDD (866) 602-1982.

• What should I do if I lose my member ID card or don’t get one?

  Call AHCCCS at (602) 417-7000 or (800) 962-6690 to get a new ID card. DD members can call Member Services at (602) 263-3000 or (800) 624-3879 to get a new card.

• How will I know the name of my PCP?

  Mercy Care Plan will send you a welcome packet when you join. Your welcome letter will have the name and telephone number of your assigned PCP.

• Can I change my PCP if I need to?

  Yes. Visit MercyOneSource to change your PCP online.

• How can I check the status of my authorization?

  Visit MercyOneSource to check the status of your authorization.

• How do I know which services are covered and which are not?

  Lists of services that are covered and not covered can be found in your Member Handbook. Look under the section that applies to you. You may also ask your doctor, or call Member Services. You can also find them in Covered Benefits.

• What should I do if I get a bill?

  If you get a bill, call the health care provider and give them your Mercy Care Plan information. If they continue to bill you, please call Member Services for help.

• I need help getting to my doctor. What can I do?

  Check first with neighbors, friends or relatives for a ride. If you are not able to find a ride, please call Member Services for help.

• Which hospitals can I use?

  Mercy Care Plan uses many hospitals. Use our website to Find A Provider, or check your provider directory. You can get emergency health care services without the approval of your PCP or Mercy Care Plan when you have a medical emergency. You may go to any emergency room or other setting for emergency care. If you have to be hospitalized for any reason, you may go to the hospital your doctor sends you to.

• What is an emergency?

  An emergency is a medical condition that could cause serious health problems or even death if not treated immediately. Learn more about when to go to the emergency room and when to see your doctor.

• Do you have urgent care if I need it?

  Mercy Care Plan has urgent care centers in Maricopa, Pima and Yuma counties. Click Find A Provider to see our list of urgent care centers.

• Which dentist can I see?

  Comprehensive dental services are covered for Mercy Care Plan members under age 21. Dental services for adults are limited to emergency services, medically necessary dentures and pre-transplant dental services. You can search for a dentist on our Find A Provider page.

• How do I see a specialist?

  Your PCP will make a referral to a specialist when necessary.

• What if I have an emergency while in another state?

  Go to the nearest emergency room and present your Mercy Care Plan member ID card. Do not pay for the services. The emergency department should bill MCP using the information on the back of your ID card.

• What should I do if I’m pregnant?

  Tell Mercy Care Plan about your pregnancy right away so we can enroll you into a maternity care program. Call Member Services at (602) 263-3000 or (800) 624-3879.

• How do I know if my new baby is covered?

  Newborns are eligible for Mercy Care Plan health services from their date of birth. However, AHCCCS will need to issue her own ID number before receiving services. To have your baby added for coverage, call your caseworker as soon after birth as possible. Once you receive your newborn's AHCCCS number, you will need to call Member Services to choose a PCP. Your baby will then be issued a Mercy Care Plan member ID card.

• Who do I call if I have a chronic disease or illness?

  Mercy Care Plan has programs to help members with a chronic disease or illness. Learn more online or call Member Services.

• Where can I get behavioral health services?

  You can get behavioral health services at your local Regional Behavioral Health Authority (RBHA). You do not need a referral from your PCP for behavioral health services.

  Your PCP may be able to help you if you have depression, anxiety or attention deficit hyperactivity disorder (ADHD).

• If I have a behavioral health emergency, who do I call

  If you think you might hurt yourself or someone else, please call 911. You can also get help calling your local RBHA crisis line:

  Maricopa County - Magellan: (800) 631-1314

  Pima County - CPSA: (800) 796-6762

  Cochise/Graham/Greenlee - Cenpatico: (800) 495-6735

  Gila, La Paz, Pinal, Yuma - Cenpatico (866) 495-6738