Member Resources

Need some extra support? Arizona and Maricopa County have 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.

 

No one should go through life's challenges alone. That’s why we’re giving you access to the Pyx Health app, where you can speak to helpful humans over the phone about Mercy Care and the resources that are already available to you. You can also chat with the compassionate robot friend, Pyxir, in the app 24/7 when you need a friend for support. Get the app at www.hipyx.com.

 

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 602-263-3000 or 1-800-624-3879 from 7 a.m. to 6 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.  

If you’re ready to work, we’re ready to help you get started! Just ask your clinician about connecting to employment services. For more information, contact Mercy Care Member Services at 602-263-3000 or toll-free 1-800-624-3879 (TTY/TDD 711), Monday through Friday, 7 a.m. to 6 p.m.  

 

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’s 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

 

Mercy Care has a mobile app! You can find a provider, view the member handbook, check your claims, see your ID card, order a new ID card and see your current medications, all on your mobile device. Read more about our mobile app here.

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 - ACC Members

Health Matters - DD Members

Disease Management Newsletters Fall/Winter 2022

DD Disease Management Newsletters Fall/Winter 2022

Disease Management Newsletters Spring/Summer 2022

DD Disease Management Newsletters Spring/Summer 2022

Medically Necessary Non-Emergency Transportation (NEMT) Services

AHCCCS covers NEMT to or from the closest appropriate AHCCCS registered provider, when a member is not able to find his/her own transportation.

For NEMT services on and after May 1, 2019, the following also apply:

  • 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 602-263-3000 or 1-800-624-3879 (TTY/TDD 711). 

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

 

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

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.
   
Getting connected to care
If you want to get services through Mercy Care, you can call Mercy Care RBHA Member Services at 602-586-1841 or toll-free 1-800-564-5465; (TTY/TDD 711). Representatives are available 24/7. Or, you can call Mercy Care Member Services, Monday through Friday from 7 a.m. to 6 p.m., at 602-263-3000 or toll-free 1-800-624-3879 (TTY/TDD 711).

If you have questions about tribal relations, you can contact Faron Jack, Tribal Relations Administrator, at jackf@mercycareaz.org.

Serving our veterans
We want to thank everyone who served our country in the U.S. armed forces. We value the sacrifice you made for our freedom. And yet, too often, service men and women who have returned home after serving our country face physical and mental health issues. Those issues vary. They can range from post-traumatic stress disorder (PTSD) to depression. Many also experience chronic homelessness and complex medical needs.

Department of Veterans Affairs (VA) benefits
Did you know that you may qualify for more benefits through the Department of Veterans Affairs? Those services can add to the care you may be getting from us. It depends on your how long you served and other factors. But you may have more resources available to you. These can help you in your health care journey.

We know that veterans value having a choice for their behavioral and physical health care services. That's why we partner with the Phoenix VA Health Care System to make sure that providers take care of veterans’ needs. We also make sure that care is coordinated for veterans who are using services within the VA and Mercy Care systems.

Getting connected to care
We recognize veteran’s needs. We work to ensure you can access the services and supports you need. We work with community providers. This is one of the ways we're expanding services for this growing population. Already, local partnerships have helped boost programs that involve veterans serving veterans. 

We're committed to continue funding and working with community providers serving Arizona veterans. As the regional behavioral health authority for Maricopa County, we want to make sure that veterans can easily access the services. We want them to improve their physical and mental health. 

If you have questions, you can contact Tenasha Hildebrand, Crisis and Veteran Services Administrator, at hildebrandt@mercycareaz.org.

Project H3
This program helps returning veterans figure out health care system. It ensures that the veterans' physical and behavioral health needs are met.  

Community Bridges, Inc. (CBI) offers Project H3 services.  

  • Benefits application and benefits
  • Legal advocacy (Veteran Court Assistance Program)
  • Connection with:
    • Community resources
    • Substance abuse treatment
    • Group therapy
    • Primary care services  

Project H3 Vets has found homes for more than 260 vets. And their support project has helped keep 90 percent of vets in their homes. While such programs provide valuable resources, all veterans’ services, such as housing, should be coordinated by the U.S. Department of Veteran’s Affairs (VA).

Rally Point
This program helps returning veterans figure out health care system. It ensures veterans’ physical and behavioral health needs are met. La Frontera-EMPACT offers Rally Point Arizona Military Navigator services.

Rally Point provides veterans a 24/7 toll-free hotline. Veterans can call when they’re experiencing a crisis or when they want to talk to a navigator that can help connect them to services. You can reach the veteran’s hotline at 1-855-725-5948.

Rally Point also makes available a Crisis Mobile Team. And, the behavioral health providers on the team are veterans. They are also bachelor- or master-level clinicians. When there’s a crisis, the team can go out into the community. This ‘vet-to-vet’ approach that uses the peer support services of a veteran who has a shared lived experience is invaluable. It’s a vital part of working with veterans in acute crisis situations.

For veterans who are experiencing homelessness, the program is a valuable resource that can help vets find affordable housing. They can help veterans with:

  • Lease processing
  • Managing their relationship with their landlord
  • Getting basic household goods
  • Peer support when they’re moving into permanent housing  

The goal is to help the veterans keep their homes and support them on their path to recovery and health and wellness. Rally Point’s navigator program has served more than 1,000 vets. While such programs provide valuable resources, all veterans’ services, such as housing, should be coordinated by the U.S. Department of Veteran’s Affairs (VA).

Resources

National Veterans Crisis Line: 1-800-273-8255, option 1 

Crisis Hotline: For behavioral health crises, call 602-222-9444. It's available 24 hours a day, 7 days a week

Rally Point Military Navigator Program: Provides service members, veterans, and their family members with crisis prevention, intervention, and peer-based support and resource navigation services. http://www.rallypointaz.org/Rally Point Arizona Hotline: 1-855-725-5948 

Be Connected: A statewide initiative to strengthen access to support and resources for members, veterans, and their family members in Arizona. https://beconnectedaz.org/  Be Connected support line – 1-866-4AZ-VETS

Supportive Services for Veteran Families (SSVF Program): Connecting veterans with Social Security Administration www.va.gov/homeless/ssvf

National Resource Directory: Online partnership for wounded, ill and injured service members, veterans, their families and those who support them. www.nrd.gov

211 Veteran Resources www.211.org/services/veterans 

The Veterans Directory: Organization created by veterans, for veterans and supporters to provide a comprehensive directory of services. www.theveteransdirectory.org 

Maricopa County AZ Veteran Resource Portal: Access to programs, services and resources provided by Maricopa County and other community or public sector sites. www.maricopa.gov/1283/Veteran-Resource-Portal 

Arizona Coalition for Military Families: No wrong door, no wrong person and the right resources at the right time for Arizona’s service members, veterans and their families. http://arizonacoalition.org/

Arizona Department of Veteran Services: Provides direct services to veterans through the administration of 19 Veteran Benefits Offices throughout the state to help connect veterans with their VA benefits. https://dvs.az.gov/

Arizona Department of Veteran Services Veterans Court: Collaborative process to rehabilitate and restore veterans as active, contributing members of their community, focusing on veterans who are already involved in or entering the criminal justice system. https://dvs.az.gov/veterans-court 

Mesa Vets Connect: A Resource for veterans www.mesaaz.gov/residents/diversity-office/vets-connect

Veteran Resource Guide for Arizona Congressional District 3 https://grijalva.house.gov/uploads/VeteranResourceGuideFINAL.pdf

U.S. Vets: Nation’s largest, non-profit provider of comprehensive services to homeless and at-risk veterans. www.usvetsinc.org/

U.S. Department of Veteran Affairs https://www.va.gov/

Arizona Vet Center locations https://www.va.gov/directory/guide/state.asp?STATE=AZ&dnum=ALL

Phoenix VA Health Care System https://www.phoenix.va.gov/

U.S. Department of Veteran Affairs, My Health-e-Vet: Tips and tools to help partner with your health care team to better manage your health. https://www.myhealth.va.gov/