Member FAQs (Frequently Asked Questions)

If your question isn’t answered here, please contact Member Services at 1-877-719-7358 (TTY: 711). Our hours of operation are 8 am to 8 pm, Monday through Friday.

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

Contact your local Virginia Department of Social Services and tell them your new address. It’s also important that we have your most up-to-date contact information, so please update your information with us by submitting a change of address form.

How can I get transportation to my doctor?

You can get transportation to and from your doctor visits by calling our Member Services at 1-877-719-7358 (TTY: 711). Check our transportation page for more information.

IMPORTANT: Transportation must be scheduled at least 72 hours in advance so that we have time to schedule your ride.

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

If you have questions about your bill, please call Member Services at 1-877-719-7358 (TTY: 711).

Will Virginia Premier pay for my medication (drug)?

Virginia Premier will pay for covered drugs as long as they’re medically necessary. To see if your drug is covered, use our searchable formulary (list of drugs).

If your drug is not covered, you can use the Envision online tool to request changes to your coverage.

What is prior authorization?

Sometimes a drug requires prior authorization. In those cases, your doctor must provide medical information before the drug will be covered. This helps ensure that the drug is being used safely and appropriately.

If your drug requires prior authorization, use the Envision online tool or tell your doctor. Your doctor should contact us to get the drug covered for you.

What are Virginia Premier’s hours of operation?

Virginia Premier Health Plan will be closed during most State of Virginia holidays. During office closures, members will still have access to the following services by calling 1-877-719-7358 (TTY: 711):

  • 24 Hour Nurse Line
  • Pharmacy
  • Non-Emergency Transportation
  • Behavioral Health Crisis Calls
  • Care Coordination