How can we help you?
How can we help you?
SWHP wants to be there anytime you need us. That's why we offer many ways and times to contact us.
Customer Service
Scott & White Health Plan Customer Service has extended its hours and is now available 24/7. Call 800-321-7947 (or local 254-298-3000) any time day or night to speak to an advocate. You can also contact them by e-mail at swhpques@swmail.sw.org.
SWHP Utilization Management
SWHP Utilization Management (UM) staff are available by telephone 24 hours/7 days per week at 1-254-298-3088 or (toll free) 1-888-316-7947 or by appointment for discussion regarding UM and/or coverage determinations, including benefit provisions, guidelines, criteria or the processes used to make determinations. The above numbers are covered after hours by the SWHP on call nurse with access to a Plan Medical Director.
SWHP does not offer incentives, including compensations or rewards, to Practitioners or other individuals conducting utilization review.
Language Line
In an effort to improve communication with non-English speaking members, SWHP uses the interpretive services of AT&T. Members do not have to call a special line for this service. When contacting SWHP, Members may notify the Care Coordination Division (CCD) staff and/or Customer Advocates of their primary language and the call will be completed with the help of an AT&T interpreter at no charge to the Member. SWHP CCD staff follows established internal SWHP policies related to provision of interpretive services for SWHP members.
TTY Number
SWHP utilizes a toll free TTY number 1-800-735-2988 to assist with communication services for Members with hearing or speech difficulties. The TTY number is listed on the SWHP webpage at www.swhp.org/contact-us and is also included in your Member correspondence and Member publication materials.
Nurse Advice Line
Nurses are available 24 hours per day, 365 days per year. Our nurses can give you information about how to take care of yourself at home or can help you decide if an appointment, an urgent care visit or an emergency room visit is best for your symptoms. If you want to talk to a nurse, call 877-505-7947. The nurse advice line is available to all SWHP members.
Additional Services
We also offer other valuable services to our members 24/7 including:
- Health Coaches - 877-505-7947 - call anytime you need information on a health issue
- Dialog Center - www.swhp.org- includes shared decision making, e-mail a health coach, interactive tools
- MyBenefits - www.swhp.org - check on your claims and benefits
So pick up the phone or visit the website - when it is convenient for you!