Frequently Asked Questions

Below are answers to some of the questions members often have. Please contact us if you have a question that isn’t listed here.

How do I reach the Member Services Department?

You can call Member Services at 800-727-7536 (TTY: 711). They can take your call any time Monday through Friday, 8:00 am to 8:00 pm.

I am moving to a new address. What should I do?

When will I receive a new member identification card?

You should get a new member identification card within five (5) business days of the date you requested it. To request a new card, either call us or fill out and submit the ID Card request form.

Remember, you can also use the Member Portal to view, print and order your ID card.

Can Virginia Premier give me transportation for an appointment tomorrow?

No, rides must be scheduled at least 72 business hours (that is, three full business days) in advance. We need that lead time to make sure we are able to arrange transportation for as many members as possible. Visit our transportation tab. for more information.

How can I get a list of in-network providers?

For a list of providers who participate in our network, go to our Provider Directory search tool (also known as our Provider Locator). You can also call Member Services at 800-727-7536 (TTY: 711) and ask for a print copy of the Provider Directory. It should get to you within five (5) business days after your request.

What should I do if I have an emergency?

If you are having an emergency, call 911 right away.

For situations that are not life-threatening or don’t need immediate or complex care, there are other options. If it is during the normal office hours of your Primary Care Physician (PCP), please contact them. The doctor’s name is listed on your Virginia Premier ID card. If your PCP’s office is closed, please contact Virginia Premier’s Nurse Advice Line at 800-256-1982 (TTY: 711). The Nurse Advice Line is available 24 hours a day, seven days a week.

Why was my or my child's coverage with Virginia Premier ended?

Please contact your local Virginia Department of Social Services. They can provide you with more information.

I can't get a prescription filled. What do I do?

There are many reasons a prescription could be difficult to fill. Please contact Member Services at 800-727-7536 (TTY: 711), and we’ll see how we can help out.

How do I change the name on my member identification card, say, if I marry or get divorced?

Please contact your local Virginia Department of Social Services. Once they have provided Virginia Premier with your updated information, a new member identification card will be sent to you.

I received a bill from my doctor’s office. What do I do?

Virginia Premier will pay for covered services. If you received a bill that you think we should have paid, please call us at 800-727-7536 (TTY: 711).

How do I enroll with Virginia Premier?

To enroll with Virginia Premier, call the Manager Care Helpline at 800-643-2273 (TTY: 1-800-817-6608). Let them know you want to enroll with us.

Am I still enrolled with Virginia Premier?

There are three ways for you to verify your membership status. You can:

  • call Member Services at 800-727-7536 (TTY: 711) and use our Interactive Voice Response system
  • call Member Services at 800-727-7536 (TTY: 711) and speak to a live representative
  • log on to the Member Portal

I just had a baby and I receive Medicaid benefits. Is my baby covered by Virginia Premier?

Please contact your local Virginia Department of Social Services office. Let them know about your new baby. They can help you get a Medicaid identification number as well as Medicaid benefits for your baby.

I am a FAMIS mom and I recently had a baby, is my baby covered by Virginia Premier?

Please contact your local Virginia Department of Social Services office. Let them know about your new baby. They can help you get a Medicaid identification number as well as Medicaid benefits for your baby.

For more information, visit the FAMIS website.

Are interpreters available for those who do not speak English?

Yes, interpreter services are available free of charge. Just call Member Services at 800-727-7536 (TTY: 711).