Contact Us

As a member of Superior, you can call Member Services at 1-866-912-6283 if you have questions about your health plan. Our Member Services staff is available from 8 a.m. to 9 p.m. Monday through Friday. You can also call if you need help finding a doctor, scheduling an appointment, getting a new ID card or accessing benefits and services. Our staff speaks English and Spanish. If you speak another language or need an interpreter, call Member Services for help.

If you have an emergency or crisis, call 9-1-1 or visit the nearest hospital or emergency room.

Members of Superior can talk to a nurse 24 hours a day, 7 days a week through Superior’s nurse advice line. You can call the 24-hour nurse advice line at 1-866-912-6283 to get answers to health questions, ask about referrals or seek specialty consultations. Our staff speaks English and Spanish. If you speak another language or need an interpreter, call Member Services for help. TTY users should call 1-800-735-2989.

If you have an emergency or crisis, call 9-1-1 or visit the nearest hospital or emergency room.

Many Superior members may need behavioral health services. These services include mental health or substance abuse (alcohol and drug) treatment. You do not need a referral from your doctor to get these services.

During normal business hours, you can call 1-866-912-6283 to schedule an appointment or learn more about these services. Members and caregivers can also call 24 hours a day, 7 days a week, to speak with a licensed mental health professional for questions or for help getting emergency behavioral health services. Our staff speaks English and Spanish. If you speak another language or need an interpreter, call Member Services for help.

If you have an emergency or crisis, call 9-1-1, visit the emergency room or call 988 to reach the National Suicide Prevention Hotline.

Service Coordination is a special kind of care management. Service Coordinators are available to help you coordinate your/your child’s medical and behavioral health care. They can help you/your child develop a service plan, help make sure you get services on time and identify your/your child’s needs.

If you disagree with Superior’s internal health plan appeal decision, you also have the right to ask for an External Medical Review at the same time you request a State Fair Hearing. You cannot request an External Medical Review without also requesting a State Fair Hearing. An External Medical Review is an optional, extra step you can take to get the case reviewed for free by an Independent Review Organization before the State Fair Hearing through HHS. You may name someone to represent you by writing a letter to Superior telling us the name of the person you want to represent you. A provider may be your representative. You or your representative must ask for the External Medical Review within 120 days of the date Superior mails the letter with the internal appeal decision. If you do not ask for the External Medical Review within 120 days, you may lose your right to an External Medical Review. To ask for an External Medical Review, you or your representative.

• Fill out the ‘State Fair Hearing and External Medical Review Request Form’ provided as an attachment to the Member Notice of Superior's Internal Appeal Decision letter and mail or fax it to Superior by using the address or fax number at the top of the form; or
• Call Superior at 1-877-398-9461.

For more information about External Medical Reviews, please visit: Complaints & Appeals webpage.

A State Fair Hearing is for Superior members who disagree with an appeal decision made by Superior to deny a service. A member must file for a State Fair Hearing within 120 days of the date of the Superior notice denying their appeal. It allows members to ask the Texas Health and Human Services Commission (HHSC) to review their case. STAR Health members who want to file a state fair hearing can call 1-877-398-9461.

Superior Medical Ride Program

Superior’s Medical Ride Program (NEMT services) provides transportation to non-emergency health-care appointments for members who have no other transportation options. These trips include rides to the doctor, dentist, hospital, pharmacy, and other places you get Medicaid services. Superior is required to facilitate the most cost-effective mode of transportation that meets a member’s individual need. These trips do NOT include ambulance trips. Transportation services for Superior members are provided by SafeRide

You can request NEMT services through Superior’s Medical Ride Program provided by SafeRide. If you need a ride, call SafeRide. SafeRide has staff that speak English and Spanish and can also provide interpreter services if you speak another language.

You should request your rides as early as possible, an at least two working (business) days before you need the ride

SafeRide
Appointments/Call Center:        1-855-932-2318; TTY: 7-1-1
Hours:                                        8:00 a.m.-5:00 p.m. Monday-Friday

Where’s My Ride:                      1-855-932-2319; TTY: 7-1-1
Hours:                                        5:00 a.m.-7:00 p.m. Monday-Saturday

Visit the SafeRide Health website for more information.

If you are a provider contracted with Superior, and have questions about claims, benefits, authorizations or billing, call 1-877-391-5921. Office hours are 8 a.m. to 6 p.m. (Central Time).