Member Resources

Mercy Care offers many resources to support you on your health and wellness journey. You can explore these sections to learn more about services that can improve your health care experience.

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.

 

Expanded supported employment services
Are you interested in working? Not sure where to begin? Our expanded employment services can help anyone who wants to work. Just ask your clinical team about the supported employment services at your clinic. For more information, you can also contact Mercy Care RBHA Member Services at 602-586-1841 or 1-800-564-5465; (TTY/TDD 711).

What is supported employment?
Supported employment helps people with mental illness to find and keep competitive employment that is meaningful to them. Supported employment services are integrated, or combined, with other mental health services, such as case management and illness management and recovery.

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.  

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 how working may affect your benefits.  

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! 

Who provides supported employment services?

BEACON GROUP
2222 North 24th St.
Phoenix, AZ 85008
602‑685‑9703, ext. 201

FOCUS EMPLOYMENT SERVICES
2345 E. Thomas Road, Ste., 412
Phoenix, AZ 85016
602‑312‑1045

LIFEWELL
202 E. Earll, Ste. 200
Phoenix, AZ 85012
602‑808‑2822

MARC COMMUNITY RESOURCES
924 N. Country Club Dr.
Mesa, AZ 85201
480‑969‑3800
Information and referral line: 480‑994‑4407

RECOVERY EMPOWERMENT NETWORK
212 E. Osborn Rd.
Phoenix, AZ 85012
602-248-0368

VALLEYLIFE
1142 W. Hatcher Rd.
Phoenix, AZ 85021
602‑371‑0806

WEDCO EMPLOYMENT AND TRAINING CENTER
2929 E. Camelback Rd., Ste. 210
Phoenix, AZ 85016
602‑274‑2605

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
www.arizonaatwork.com

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

Community Information
https://211arizona.org/

  • Children and adolescents in foster and adoptive care English | Spanish A guide to understanding children’s needs, support and treatment. It's designed to ensure that all foster care youth in Maricopa County get the behavioral health services they need. 
  • Connecting children in foster, adoptive and kindship care to services English A flyer with a brief overview of services available for children and how you can find out if your child is eligible.  
  • Expanding supported employment services  English  A brochure that explains supported employment services for members with a serious mental illness determination. It includes a list of where members can access services.  
  • Non-Title 19 Resource Guide English  | Spanish    A guide to help adults who are not eligible for benefits under the Arizona Health Care Cost Containment System (AHCCCS), Arizona’s Medicaid program (also known as Title 19), but who are receiving behavioral health services through Mercy Care RBHA.

Mercy Care understands the importance of housing. Having a stable, healthy home is important to your physical and mental health. That’s why we offer Permanent Supportive Housing Services.

Permanent Supportive Housing Services
Supportive services are available if you are living independently and are at risk of losing your home, need additional help to keep your housing, or are searching for housing and need assistance finding a home. Supportive services may include assistance with daily activities, skills training and development, transportation, health education, conflict resolution, help solving problems with your landlord, crisis response, and assistance with socialization and seeking employment. These services are voluntary and not required to stay in your housing.

Who qualifies?
Supportive services are available to all adults who have been determined to have a serious mental illness and are enrolled members of Mercy Care RBHA. To access these benefits, you should contact your case manager to get the process started. 

Gila/Pinal county providers only

AHCCCS Housing Program (AHP)
Housing subsidies are available to adults who have been determined to have a serious mental illness and are enrolled members of Mercy Care RBHA. Effective October 1, 2021, Arizona Behavioral Health Corporation and HOM, Inc., will become the new Centralized Housing Administrator for the AHCCCS Housing Program (AHP) throughout the state of Arizona. To determine if you qualify for this benefit, please reach out to your case manager for assistance.

Q: What is the AHCCCS Housing Program (AHP)?
The AHP is a statewide permanent supportive housing and housing support program for people with mental health diagnoses who are experiencing homelessness.

Q: Who manages the AHP?
AHCCCS has awarded a three-year contract to Arizona Behavioral Health Corporation (ABC) to administer the AHP. The AHP contract period is October 1, 2021, through September 30, 2024.

Q: Will the transition to the AHP affect my current housing?
Your housing stays the same under the AHP. This change only means that your subsidy will be paid for by ABC instead of your current Mercy Care housing provider.

Q: What happens in October if I’m already on the housing waitlist with Mercy Care?
Members will remain on the current waitlist. Mercy Care will be providing the waitlist to ABC.

Q: Will my rent increase in October?
A member’s portion of rent stays the same, as a result of the AHP transition. Members in Permanent Supportive Housing pay 30% of their income towards rent.

Q: Can I still receive supportive services in my housing?
Yes, members are encouraged to participate in permanent supportive housing services.  Services will stay the same under the AHP. If you are interested in supportive housing services, reach out to your clinical team for assistance in connecting to a PSH service provider.

Q: How will I know if I’m added to the waitlist with the AHP? Will the AHP notify me?
The AHP will notify you via email once your application is completed.  ABC/HOM will notify you and your housing provider.  Please make sure all of your contact information is correct in your application.

Q: Is there a way for me to find out how long the waitlist is with the AHP?  Who do I contact with questions?
ABC/HOM can provide information on where you are on the waitlist.

According to the AHCCCS Permanent Supportive Housing Guidebook and Operations Manual draft, the Housing Administrator may provide general information on average length of time on wait lists or other general estimates to assist members in making informed decisions about the availability and possible timing of housing.

Q: How do I apply for housing with the AHP?
You can apply for housing through your behavioral health provider. They will submit your application to ABC/HOM for processing.

As of October 2021, applications will be submitted via email to AHPapplications@azabc.org.

Q: Who can I contact with questions related to my housing, including questions about rent and maintenance?
You can contact ABC/HOM for questions related to your rent, lease, or housing subsidy. For questions about services related to housing, you can contact your behavioral health provider. For questions about maintenance of your unit, you can contact your landlord. ABC and your behavioral health provider may be able to help provide additional assistance with talking to your landlord and may also be able to help with maintenance requests.

If you receive any notices from your landlord, you can contact ABC and your behavioral health provider for assistance in resolving an issue.

You can reach ABC via email.

Q: What is the process for applying for eviction prevention or utility shut off prevention funding starting in October 2021?
As of October 1, 2021, this funding will be managed by ABC.  More information is to be provided by ABC.


For more information, you can visit the following websites:
AHCCCS Housing Programs (AHP) – Arizona Behavioral Health Corporation (azabc.org)
HousingAdminFAQs.pdf (azahcccs.gov)

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.

Stay up to date with the latest Mercy Care RBHA's news and information. Check out current and past editions of our Member Newsletter. Our member newsletter features health plan news, health and wellness information, tips and tools for members and much more.

 

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.

You can get a ride to and from covered, non-emergency behavioral health services. This might be something like a medication appointment or counseling session.  You should contact your assigned provider for assistance. 

Mercy Care RBHA can help members with a serious mental illness (SMI) designation and who have AHCCCS to get a ride to and from to their AHCCCS covered medical (physical health) appointments. Call us toll-free at 1-800-564-5465; (TTY/TDD) 711. Listen for the transportation phone prompt. 

Before you call Mercy Care, see if a family member, friend or neighbor can give you a ride. If not, call us as soon as you make your appointment and we can set up a ride for you. Bus passes may also be available to you at no cost.

You must call at least three days before your appointment to get a ride. If you call the same day, we are not able to get you a ride unless it is urgent. You may have to change your appointment. 

Transportation during an emergency does not need prior approval.  

For life-threatening situations, always call 911.   

 

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.

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 want to get behavioral health services through Mercy Care ACC-RBHA, you can call Member Services at 1-800-564-5465. We’re available 24 hours a day, 7 days a week. 

If you have questions, you can contact Tenasha Hildebrand, Mercy Care's 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