Frequently Asked Questions

A deductible is the amount you must pay before your health insurance kicks in. This amount varies by plan level. Coinsurance is usually how health care costs are split with your insurance after your deductible is met. These percentages also vary by plan. A copayment is what you pay for a service when you receive it, like a doctor’s office visit or getting a prescription filled. All of these things add up to your total out-of-pocket cost for health insurance, which is capped at a certain amount for the year. After you meet the max out-of-pocket, your insurance will cover 100% of expenses.

If you can’t afford health insurance, you may qualify for Medicaid, cost assistance or health insurance credits. If you are pregnant or have children, you may be eligible for a CHIP plan, designed for families who earn too much for Medicaid but still can’t afford insurance.

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey is a standardized, national survey designed to help ensure safe, quality and coordinated patient care. Learn more about CAHPS and the benefits to you.

What is CAHPS?

Unlike medical exams that monitor your physical health, the CAHPS survey, sponsored by the Department of Health and Human Services, measures the quality of your health care experiences. The survey also allows us to ensure the care you get is safe and of the highest quality. CAHPS covers topics such as:

• Access to Care: How quickly can you get an appointment?
• Communication: Does your doctor listen carefully and explain things clearly?
• Coordination: Does your doctor seem informed about the care you received from specialists?
• Customer Service: Is the health plan's staff helpful and respectful when you call?

Why does CAHPS matter?

Your feedback doesn't just sit in a file; it triggers real changes in how you receive health care. Here is why you should care:

1. It’s Your Tool for Accountability

Health plans are required to report these scores to the government and national accrediting bodies. If a plan has low scores in "Getting Care Quickly," they are held accountable and must create a plan to fix it. By answering honestly, you are helping to ensure your health plan maintains high standards.

2. It Helps Others Choose Better Care

CAHPS results are turned into "Star Ratings" (like the 1–5 star ratings you see on Amazon or Yelp). These ratings are made public so that other people in your community can see which plans and doctors provide the best experience before they sign up.

3. It Shapes Your Future Doctor Visits

Doctors and clinics use this data to improve their offices. If patients consistently report long wait times or confusing instructions, the clinic uses that feedback to hire more staff or improve their communication tools.

4. It Focuses on What Matters to You

While doctors focus on your lab results, CAHPS focuses on the human side of medicine—whether you felt respected, whether you were included in decisions about your treatment, and whether you got help when you needed it.

Who Gets the Survey?

Health plan members are randomly selected to receive this survey via mail, email, or a phone call during the first half of the year.

• It’s Anonymous: Your specific answers are never shared with your doctor or insurance company in a way that identifies you.
• It’s Brief: It usually takes only about 10–15 minutes to complete.
• It’s Impactful: Even if you think your experience was "just fine," your response helps build an accurate picture of the health care system.

When you fill out a CAHPS survey, you aren't just "rating a service" - you are helping to build a better, more responsive health care system for yourself and your neighbors.

CHRISTUS Health Plan (CHP) is required to provide you with access to detailed information about your health history through a “Patient Access API.”  You may access this information by downloading a third-party application on your smartphone, tablet, computer, or other similar electronic device.

Learn More

The Centers for Medicare and Medicaid Services (CMS) established the Interoperability and Patient Access final rule in May 2020. This rule applies to CHRISTUS Health Plan Medicare Advantage and Healthcare Exchange members. The rule requires applicable issuers to make certain patient data available via an Application Programming Interface (API).  Members may also access formulary and provider directory information. Current CHRISTUS Health Plan members will be able to connect to the API to access their data via their preferred third-party application.

CHRISTUS Health Plan understands an eligible member’s right to share their information with the third-party application of their choice but advises that there may be risks to doing so. Members should review third party application website’s privacy policy and terms and conditions to fully understand how their information will be safeguarded, used and disclosed...

Interoperability Website

CHRISTUS Health - US Family Health Plan (USFHP) beneficiaries will not be able to access their CHRISTUS data through this specific HealthTrio API.  Members may access a formulary, provider directory, and their plan information directly by calling Member Services.

Individuals & Families call Member Services at 844-282-3025 (TTY: 711), Monday – Friday 8am – 5pm CST

Medicare Advantage call Member Services at 844-282-3026 (TTY: 711), Monday – Sunday 8am-8pm CST (October 1 – March 31) and Monday – Friday 8am – 8pm CST (April 1 – September 30)

US Family Health Plan call Member Services at 1-800-678-7347, Monday – Friday 8am – 5pm CST

1.  Log in to the member portal to pay online.

2.  Mail a check with your account or member ID number to:

CHRISTUS Health Plan
Dept. 1239
PO Box 121239
Dallas, TX 75312-1239

3.  Call member services at 1-844-282-3025 (711, for TTY) to make a one-time payment or set up recurring payments.

You can easily request a new ID card on your Member Portal by opening the My Heath Plan dropdown menu and selecting “ID Card Request”. Select which member’s card you’d like to request and click Submit. The new card will be mailed out to you within 7-10 business days. You can also access the printable version options from this page by clicking “Print” in the upper right corner.

From your portal home page, click “View My ID Card” in the bottom center of the page. Select which member’s ID card you’d like to view and click “Print / View Id Card”. A printable PDF version of your ID card will download automatically for you to both view and print, if you wish.

Login To Your Member Portal Here

Health Insurance Exchange Members

Medicare Advantage Members

US Family Health Plan Beneficiaries

You can also request a new ID card by calling member services at:

• Individuals & Families:1-855-900-7747
• Medicare Advantage: 1-855-954-4889
• US Family Health Plan (USFHP): 1-877-510-3459

If you are hard of hearing, you can call TTY 711

If you disagree with a decision on your coverage or payment, you can file an appeal to review the decision. If you’re unhappy with service, you can file a grievance (or a complaint). Learn more about appeals and grievances.

You can file and appeal or grievance for the Individual and Family plan, the Medicare Advantage plan, and the US Family Health plan (USFHP). If you don’t want to file online, you can download a Grievance and Appeal Request form. Fill it out and fax it to 1-866-416-2840 or mail it to:

CHRISTUS Health Plan
Attn: Appeal and Grievance Dept.
PO Box 169009
Irving, TX 75016

Appeals must be made in writing, but you can make a grievance by calling 1-844-282-0380.

Selecting a new Primary Care Provider in your Member Portal is easy! Under the My Health Plan dropdown menu, select “Change PCP”. Type in the office information for your chosen provider and click submit at the bottom of the page.

For your convenience, at the top of the Change PCP page is a link to our Provider Directory. You can find the right provider for you and input their information in your portal.

Your PCP change will be processed within the next three business days. Your online ID card will be updated for you at that time, and a new ID card will be mailed out to you within 7-10 business days.

Login To Your Member Portal Here

Health Insurance Exchange Members

Medicare Advantage Members

US Family Health Plan Beneficiaries

If a new Primary Care Provider is accepting patients, you can also switch by calling:

• Individuals & Families: 1-855-900-7747
• Medicare: 1-855-954-4889

If you are hard of hearing, you can call TTY 711

• Your ID card may list the name and phone number of your PCP, or this information will come to you in a separate letter. You can also call member services at 1-844-282-3026, TTY call 711, for Medicare Advantage, or US Family Health Plan (USFHP) member services at 1-800-678-7347.
• If you have a question on drug coverage, Call 1-844-282-3025, 5 days a week, 8 a.m. - 8 p.m. local time.

If your drug is not included in the formulary (list of covered drugs), you should call Member Services at 1-844-282-3025 (711, for TTY) (Individual and Family) or 1-844-282-3026 (711, for TTY) (Medicare Advantage), 5 days a week, 8 a.m. to 5 p.m. local time.

You can double-check if the drug is covered, and if it’s not, you have two options:

• Ask Member Services for a list of similar drugs that are covered by CHRISTUS Health Plan. When you receive the list, share it with your doctor and ask him or her to prescribe a similar drug that is covered.
• Ask CHRISTUS Health Plan to make an exception and cover your drug (see the next question for more details).

You can ask CHRISTUS Health Plan to make an exception to our coverage rules. There are several types of exceptions that you can ask us to make.

• You can ask us to cover a drug even if it is not on our formulary. If approved, this drug will be covered at a pre-determined cost-sharing level, and you would not be able to ask us to provide the drug at a lower cost-sharing level.
• You can ask us to waive coverage restrictions or limits on your drug. For example, for certain drugs, CHRISTUS Health Plan limits the amount of the drug that we will cover. If your drug has a quantity limit, you can ask us to waive the limit and cover a greater amount.

Generally, CHRISTUS Health Plan will only approve your request for an exception if the alternative drugs included on the plan’s formulary would not be as effective in treating your condition and/or would cause you to have adverse medical effects.

For requests for benefits that do not involve exceptions, the Plan will provide notice of its decision within 24 hours after receiving an expedited request or 72 hours after receiving a standard request. For requests for benefits that involve exceptions, the adjudication timeframes do not begin until the member’s prescriber submits his or her supporting statement to the Plan for review.

For payment requests, including payment requests that involve exceptions, CHRISTUS Health Plan will provide written notice of its decision (and make payment when appropriate) within 14 calendar days after receiving a request. If CHRISTUS Health Plan coverage determination is unfavorable, the decision will contain the information needed to file a request for appeal/redetermination with the Plan.

If you have a question on drug coverage, contact us or call 1-844-282-3025 ( Individual and Family) or 1-844-282-3026 (Medicare Advantage) (711, for TTY), 5 days a week, 8 a.m. to 8 p.m. local time.

As a new or continuing member in our plan, you may be taking drugs that are not on our formulary. Or you may be taking a drug that is on our formulary but your ability to get it is limited. For example, you may need a prior authorization from us before you can fill your prescription.

You should talk to your doctor to decide if you should switch to an appropriate drug that we cover or request a formulary exception so that we will cover the drug you take. While you talk to your doctor to determine the right course of action for you, we may cover your drug in certain cases during the first 90 days you are a member of our plan.

For each of your drugs that is not on our formulary or if your ability to get your drugs is limited, we will cover a temporary 30-day supply (unless you have a prescription written for fewer days) when you go to a network pharmacy. After your first 30-day supply, we will not pay for these drugs, even if you have been a member of the plan less than 90 days.

Once it has been identified that you need an exception for a drug that is not on the formulary, Member Services will help you with the next steps to request an exception. For more detailed information about your CHRISTUS Health Plan prescription drug coverage, please review your plan forms and documents .

Have another question you don’t see here? Call member services at 1-844-282-3025 and we’ll help you find what you need. For TTY services, please call 711.

Consumer Advisory Board 
Members of CHRISTUS Health Plan have the opportunity to share feedback with us! If you would like to be a part of the CHRISTUS Health Plan Member Advisory Board, please let us know. You can tell us you are interested by calling Member Services at 1-844-282-3025. For TTY services, please call 711.

To participate in the Member Advisory Board, you must be: 

• A current enrollee of a health plan offered in Texas or Louisiana; 
• An employee of a group that subscribes to the health plan; or 
• A representative of a consumer organization that represents the interests of health care consumers. No member of the health plan’s consumer advisory board shall be an employee of the health plan or its affiliates, or an immediate family member of a health plan employee. 

The Member Advisory Board meets quarterly and serves to advise the health plan about general operations from the member perspective. We will review the Member Advisory Board recommendations at the health plan Quality Improvement Committee. After review, the CHRISTUS Health Plan Chief Executive Officer will respond to the Member Advisory Board regarding the recommendations.

The Affordable Care Act (ACA) is a law enacted in 2010 to ensure all Americans have access to health insurance. The ACA offers more health insurance options, discounts and broader Medicaid coverage to people who may not have been able to afford it. If you don’t have health insurance under the ACA, you have to pay a penalty.

If your employer offers health insurance, the Affordable Care Act shouldn’t affect you. If you pay for your own insurance, it means you can now shop for plans on a health insurance marketplace or exchange to compare rates.

A health insurance exchange is a place where people who don’t have coverage can shop for health insurance plans. Exchanges differ by state, and what you pay will depend on your income. You can buy insurance on the exchange during an open enrollment period each year.

The Individual and family open enrollment for 2024 begins November 1, 2024 and ends January 15, 2025. Medicare Advantage open enrollment begins October 15, 2024 and ends December 7, 2024. If you miss the enrollment window, you may still be able to get health insurance if you have a qualifying life event including a birth or adoption, marriage, divorce, permanent move to a new state, involuntary loss of coverage or if you become a U.S. citizen.

By law, all health insurance exchange plans for individuals and families must cover:

• Ambulatory patient services (outpatient care)
• Emergency services
• Hospitalization (such as surgery)
• Preventive and wellness services
• Chronic disease management
• Laboratory services
• Pediatric services
• Maternity and newborn care before and after the baby is born
• Mental health and substance use disorder services including behavioral health treatment (such as counseling and psychotherapy)
• Prescription drugs
• Rehabilitative services and devices (to help people with injuries, disabilities or chronic conditions gain or recover mental/physical skills)

To be eligible, you must be a U.S. citizen or lawfully present in the U.S., live in the state where your exchange is (for CHRISTUS Health Plan that’s Texas or Louisiana ), and not be currently incarcerated.

If you meet certain requirements, you may qualify for a tax credit or cost-sharing reduction. To qualify for either a tax credit or cost-sharing reduction, you must purchase your health insurance through healthcare.gov. As part of the application process, the government website will tell you whether or not you qualify for a tax credit or cost-sharing reduction.

You can use a tax credit to make advance payments that lower your monthly premium costs. If the amount of advance payments you make for the year is less than your tax credit, you’ll get the difference as a refundable credit when you file your federal income tax return. If the amount of advance payments you make for the year is more than your tax credit, you must repay the excess advance payments with your tax return.

The reduction is a discount that lowers the amount of your deductibles, coinsurance and copayments. You get this reduction if you get health insurance through healthcare.gov, your income is below a certain level, and you choose a health plan from the Silver plan category.

Health plans on the exchange are labeled platinum, gold, silver or bronze based on the level of coverage they offer. Platinum plans mean you pay less for medical services but have a higher monthly premium. A bronze plan offers the lowest monthly premium, but you will pay more for medical services.

At 65, you may be eligible for Medicare. If you’ve already started receiving Social Security benefits, you’ve been automatically enrolled and should receive your Medicare card. If you haven’t started receiving Social Security, you should enroll three months before your 65th birthday. If you miss this window, you could be charged with late enrollment penalties.

Medicare is split into four parts:

• Part A: This is hospital insurance. It covers hospital or nursing facility care, surgery, hospice and home health care. This coverage is free if you’ve paid into Social Security for at least 10 years.
• Part B: Part B covers medical services including doctors’ care, outpatient care, labs, tests, medical equipment and some preventive care. You must pay a premium for this coverage.
• Part C: This allows private companies, like CHRISTUS Health Plan, to provide Medicare Advantage plans, which you can choose instead of original Medicare. These plans cover the same things as original Medicare Parts A and B, but they might have different restrictions and added benefits like dental or vision care. Usually they include drug coverage as well, so all coverage is under one provider. These plans require a monthly premium in addition to your Part B premium.
• Part D: Part D is prescription drug coverage provided through private companies. You can choose to get a Part D plan that works with Medicare Parts A and B, or you can opt for a Part C Medicare Advantage plan, which will often have it included.