Members

How to file a Complaint

grievnc

As a Molina Healthcare member, if you have a problem with your medical care or our services, you have a right to file a complaint. A complaint can be filed when you are unhappy with your care.  Some examples are:

  • The care you get from your doctor
  • The time it takes to get an appointment or be seen by a doctor
  • The doctors you choose for care

To file your complaint, you can call Molina Healthcare Member Services at:


or


Be sure to include the following:
  • Member’s first and last name
  • Molina Healthcare ID number. It is on the front of the Member ID Card
  • Member’s address and telephone number
  • Explain the problem

If you would like to check the status of your complaint, please call Member Services at (866) 449-6849.

Filing a Complaint with HHSC:

If you receive benefits through Medicaid’s STAR or STAR+PLUS programs, call your medical or dental plan first. If you don’t get the help you need there, you should do one of the following:

a) Call Medicaid Managed Care Helpline at (866) 566-8989 (toll free)
b) Online: https://www.hhs.texas.gov/services/your-rights/hhs-office-ombudsman
c) Mail: Texas Health and Human Services Commission
             Office of Ombudsman, MC H-700
              P.O. Box 13247
              Austin, Texas 78711-3247
d) Fax: (888) 780-8099 (toll free) 

You may have to pay for services that are not covered. You may also have to pay for services from providers not part of our network. If the services were an emergency, you don’t have to pay. If you need help, call Member Services.