Getting Help from Your Total Plan
You can get answers to most questions about your VNS Health Total (HMO D-SNP) plan by calling your Care Team. They’ll often be able to address your need right then and there. If they can’t, they’ll connect you with the right person to get you the help you’re looking for. Scroll down to see who to contact for specific questions you may have about your plan.
IMPORTANT: If you have an emergency and need to visit the emergency room, always call 911.
We understand that you may need someone else to call on your behalf. To learn more about how to allow someone to represent you, visit our FAQs page.
To protect your privacy, we will always ask you to provide three pieces of information to identify yourself. You can use any three of the following:
- Total member ID number
- First and last name
- Date of birth
- Full address
- Phone number
- New York Medicaid ID number
To take advantage of your transportation benefits, call our medical transportation service at 1-877-718-4219 (TTY: 711), Monday–Friday, 8 am–8 pm. For more information about arranging transportation to and from a medical appointment, visit our Transportation page.
When to Call Your Home Health Agency
Write down the name and number of the agency your home health aide comes from, and keep the information handy. You’ll need it when:
- You have to change your aide’s schedule — the day or time of their visit.
- You need to temporarily stop your home health services because of a vacation or a hospital stay.
- You have a problem or concern about your aide’s performance.
- You want a different aide from the same agency.
When to Call Your Care Team
- You need to temporarily stop all other services and deliveries because of a vacation or a hospital stay. (You must also call your home health agency to suspend your home health services.)
- You have a problem or concern about the agency your aide comes from.
- You want to change to a different home health agency.
To see if a medication is on the Total drug list, use this online Formulary Search tool. To get answers to questions about pharmacy benefits, please call MedImpact at 1-888-672-7205 (TTY: 711), 7 days a week, 24 hours a day. For more information about your pharmacy benefits, follow this link to our Drug Benefits and Resources page.
Use our online Provider Search tool to find an in-network dentist near you. If you have a question about dental benefits, please call Healthplex at 1-800-468-9868 (TTY: 1-800-662-1220), Monday–Friday, 8 am–6 pm.
To get in-network vision care, please use our online Provider Search tool. For questions about vision benefits, please call Superior Vision at 1-800-507-3800 (TTY: 1-800-201-7165), Monday–Friday, 8 am–9 pm, and Saturdays, 11 am–4:30 pm.
If you need help with an emotional or behavioral issue, please call Carelon Behavioral Health (formerly called Beacon Health Options) at 1-866-317-7773 (TTY: 1-866-835-2755), Monday–Friday, 8:30 am–5 pm. You can also look for a mental health provider by using our online Provider Search tool. In an emergency, always call 911.
If you have a question about your Over-the-Counter (OTC) and Grocery Card and you can’t find the answer on the OTC and Grocery Benefits page, please call us.
To get help with Medicaid recertification, you can call us. Medicaid recertification specialists are available Monday–Friday, 9 am–5 pm. Find out more information about keeping Medicaid active. You can also call us at 1-866-783-1444 (TTY: 711).
As part of your health care plan, you may get a regular supply of medical items — such as undergarments and pads, catheters, rubber gloves, and glucose test strips — for your special conditions. You can keep receiving these items for as long as you need them.
Your Care Team can give you the number of the supply company, and you can call them directly when you need to reorder, as long as the delivery date is at least 30 days from the date of your last order.
Have a friend who could use the long-term home care services of Total? Tell them to give us a call at 1-855-216-8307 (TTY: 1-800-662-1220), Monday–Friday, 9 am–5 pm. We can answer their questions and explain how to enroll.