Member Resources

Need some extra support? Arizona has many different resources to help you and your family. You can find available supports and services at Arizona 2-1-1. You can also view a list of our community resources.

 

Eligible applicants can get monthly mobile phone services and/or an Android™ smartphone at NO COST through the government’s Lifeline program.*

The Lifeline program is offered by Assurance Wireless Unlimited.

You can get:

  • Unlimited data
  • Unlimited texts
  • Unlimited minutes 
  • 10 GB mobile hotspot data*

PLUS an Android™  smartphone!

By clicking below you agree to the following:

Receiving calls and/or text messages from Mercy Care that are informational and relate to my health and benefits. I understand that my information will be used in accordance with my plan notice of privacy practices.

Apply for Assurance Wireless Unlimited

The Affordable Connectivity Program (ACP) is a government program that reduces the customer’s broadband internet access service bill. One discount per eligible household and is non-transferable across households. An eligible household may obtain ACP-supported broadband service from any participating provider of its choosing and may apply ACP benefit to any broadband service offering of the participating provider at the same terms available to households that are not eligible for ACP-supported service. ACP service provider may disconnect the household’s ACP-supported service after 90 consecutive days of non-payment; the household will be subject to the provider’s undiscounted rates and general terms and conditions if the program ends, if the consumer transfers their benefit to another provider but continues to receive service from the current provider, or upon de-enrollment from ACP. A household may file a complaint against its provider via the FCC’s Consumer Complaint Center, consumercomplaints.fcc.gov; visit affordableconnectivity.gov for more information on ACP. Unlimited while on our network. Mobile hotspot up to 10GB 4G LTE. Capable device required. Coverage/offer is not available everywhere. Assurance Wireless reserves the right to change or cancel offer at any time. Prohibited network use rules & other restrictions apply. By activating your device and service, you agree to the Assurance Wireless Terms and Conditions. See terms (including arbitration provision) and details at assurancewireless.com.

* During congestion, heavy data users (>35GB/mo.) and customers choosing Assurance Wireless or similarly prioritized plans (e.g., T-Mobile Essentials, Metro by T-Mobile) may notice lower speeds than other customers due to data prioritization.

Expanding employment services

Are you interested in working? Not sure where to begin? Our expanded employment services can help anyone who wants to work. You can get connected to employment services by talking to your provider or calling Mercy Care Member Services at 602-212-4983 or 1-833-711-0776 (TTY/TTD 711) from 8 a.m. to 5 p.m. Monday through Friday.

What it means to work
Working can be an important part of recovery. A job gives people structure and routine. Working allows you to earn money to make choices about where to live and what to buy. Having a job is good for your mental health, too. When people feel good about having a job, they see themselves in a more positive way.  

New services available  
Employment specialists are available at each clinic in the Mercy Care network. They can talk with you about what kind of work you would enjoy. They can help you find a job that fits your interests and strengths. They will coordinate with your mental health team.  

Benefits counseling  
Getting a job does NOT mean losing your benefits. How working may affect your benefits, like Social Security and Medicaid, depends on the program, your earnings, and other factors. Plenty of people have made the transition to work from benefits and are much better off financially. Employment Specialists can help you understand.  

Ongoing support  
We all need support in our jobs. Employment specialists can provide that support ‑ even after you find a job and start working. That means helping you with any problems or questions that might come up. They can help you get the support you need to succeed in the workplace. They can also work with your employer to help you grow in your job. They also   provide individual services, including money management and benefits reporting.  

Helpful resources

Arizona Rehabilitation Services Administration (RSA)
https://www.azdes.gov/rehabilitation_services/

To learn more about RSA programs or to get help with a referral for services, call 1-800-563-1221 or go to https://des.az.gov/rsa-contact-information.

Arizona@Work

A statewide workforce development network
http://www.arizonaatwork.com/

AZ Disability Benefits 101 (DB 101)
https://az.db101.org/

Community Information
https://211arizona.org/

Language should not be a barrier to getting the care and treatment you need. That’s why interpretation and translation services are available at no cost to you. You can access language services providers that strive to deliver the best service possible. Interpretation is delivered in various formats, such as:  

  • Over the Phone Interpretation (OPI)  is the quickest way to connect providers with an interpreter who speaks the member’s language. This option can be used to interpret during clinical contacts, such as therapy sessions, group counseling and children's behavioral health care. It can also be used in non-clinical, such as member's making or confirming appointments.
  • Face-to-face Interpretation (FTF) is the most effective type of interpretation. Ask your provider to request an interpreter for you. Your provider can do this by calling by contacting Mercy Care's Member Services.
  • Scheduled Virtual Interpreting (SVI) is a telehealth solution providing members direct access to their healthcare. SVI combines face-to-face interpretation with the simplicity of sitting at a computer. Many services members can access in person with face-to-face interpretation can also be available remotely. Please contact your provider for more information.

If you are eligible for benefits under the Arizona Health Care Cost Containment System (AHCCCS), oral interpreter services are available at no cost to you. If you are Deaf or Hard of Hearing, we offer aids or can schedule a Sign Language interpreter. Ask your provider to request an interpreter for you through Mercy Care Member Services.

Your provider can schedule all the language services you need, when you need them. Let your provider know that you need language services. Give them advance notice to give them time to make the needed arrangements.

Members may request a specific gender for their interpreter, but will not be able to request a specific interpreter. This process will ensure that all Mercy Care members will have access to interpretation services in a timely and efficient manner for appropriate service appointments.

In the event a member is unable to work with an interpreter, the provider can call Mercy Care’s language line to ensure continuity of the appointment.  

If you have any questions about these services, just call Mercy Care Member Services representatives are available to help you Monday through Friday, 7 a.m. to 6 p.m. Just call 602-263-3000 or toll-free 1-800-624-3879 (TTY/TDD 711).

 

You can search for a provider that speaks your language

You also have access to many health care providers who speak languages in addition to English. You can use our find a provider tool at the top right of this page. This will let you know if there is a provide available who speaks the language that you're most comfortable with. Just click on "Find a provider online." Then, under "Find A Provider By Type," select the language of your choice and click on "Search."

Visual assistance

If you have a visual impairment, you can get your member materials in large print. Some materials, like the Member Handbook, are also available in alternative formats, including on audiocassette or CD.

For information on what's available, you can call Mercy Care Member Services representatives are available to help you Monday through Friday, 7 a.m. to 6 p.m. Just call 602-263-3000 or toll-free 1-800-624-3879 (TTY/TDD 711).

 

Resources

AZ Commission for the Deaf and Hard of Hearing

Office of Refugee Health

Arizona Department of Health

Office of Minority Health

CDC Office of Minority Health

Substance Abuse and Mental Health Services Administration (SAMHSA)

Center for Cultural Competence, Georgetown University 

CLAS Standards - Think Cultural Health 

National Standards of Practice for Interpreters in Health Care

National Code of Ethics for Interpreters in Health Care

NAD-RID Code of Professional Conduct

The more you know, the better equipped you’ll be to make the best decisions for your health. From general health tips to ideas for managing your care, information is power. Each issue of our newsletter is filled with health tips and information that’s important to you. To request a newsletter be mailed to you, please contact us. 

Health Matters

 

Native American Teens

Our Tribal Relations department is the primary, single point of contact for tribal communities throughout Arizona. It’s important to Mercy Care that all communities have access to the highest quality of care. We work to ensure that they do. Our goal is the same for tribal relations specialists who work to ensure that tribal members in Arizona receive that same level of care. 

COVID-19 NOTICE
As we all adjust to critical changes during this COVID-19 emergency status, we want to share some helpful information with you about what you should know about COVID-19, how to take care of yourself and others and how to prevent the spread of this virus in your home.
You can view those documents - just click here. 

Member choice
Mercy Care recognizes tribal members have choices when it comes to receiving health care: Mercy Care, Indian Health Service facilities (IHS) or from tribally-operated health facilities located on tribal lands. We value our partnership with the IHS and tribal nations in the care of tribal members.

American Indians can receive care from the full Mercy Care provider network.

For Mercy Care DCS CHP members:

    1. Mercy Care shall promote the Indian Child Welfare Act that supports safe and healthy American Indian families.
    2. Mercy Care shall promote services and programs that ensure the wellbeing of American Indian youth and their families.

We have providers that focus on services for tribal members and their communities.

These providers are:

Statewide Tribal Resources

Tucson Indian Center

Native Americans for Community Action

Phoenix Indian Medical Center

Behavioral Health Crisis Line
If you or someone you love is in a behavioral health crisis, you can contact the crisis hotline at 602-222-9444. It's available 24/7. See other crisis hotlines across the state.
   
Getting connected to care
If you want to get services through Mercy Care, you can call Mercy Care Member Services at Monday through Friday from 8 a.m. - 5 p.m. at 602-212-4983 or 1-833-711-0776 (TTY/TDD 711).

If you have questions about tribal relations, you can contact Betty John, Tribal Liaison, JohnB2@MercyCareAZ.org.

Medically Necessary Non-Emergency Transportation (NEMT) Services

AHCCCS covers NEMT to or from the closest AHCCCS registered provider, when a member isn't able to find his/her own transportation.

For members living in Maricopa and Pima Counties:   

  • The 15 miles is calculated from the pick-up location to the drop-off location, for one direction.
  • NEMT services to and from a pharmacy are only covered for trips within 15 miles of the pick-up location, except for trips to (1) compounding or specialty pharmacies and (2) pharmacies in an MSIC or IHS/638 facilities.

Trips to compounding or specialty pharmacies over 15 miles may be covered if your health plan gives prior authorization for the transportation.

Trips to a pharmacy in an MSIC or IHS/638 facility, can go over 15 miles without getting a prior authorization from your health plan.

The 15 mile distance does not apply to members who do not live in Maricopa or Pima County.

 

If you need a ride to an appointment, ask a friend, family member or neighbor first. If you cannot get a ride we can help you.

All you need to do to schedule a ride is call Mercy Care Member Services at 602-212-4983 or 1-833-711-0776 (TTY/TTD 711) from 8 a.m. to 5 p.m. Monday through Friday.

*If your trip is not urgent, you should call at least three days before your appointment.