Answers For Members

About Getting More Information

Q: Will Member Services phone numbers stay the same?

A: Yes! We’ll continue to use all the same phone numbers, answered by the same friendly customer service people. Just like before, members can call Monday – Friday from 7:00 a.m. to 8:00 p.m. at (585) 325-3113 or (800) 950-3224. TTY users may call (585) 325-2629 or (800) 252-2452.

Q: When should I call Member Services?

A: As always, you should call Member Services:
  • For the most up-to-date list of doctors, hospitals and other health care professionals in our network
  • To change your primary care physician (members can also do this on the Web)
  • To learn more about your benefits
  • If your address or phone number changes (members can also do this on the Web)
  • If you receive a bill, other than for copayments, from a physician or other health care professional or facility
  • If you lose your member ID card or need to update the information on your card
  • When you want to express a concern or make a suggestion about your coverage or treatment
  • For information on allowing a family member, friend or lawyer to help you with questions about your health care plan
  • For help with an appeal or complaint

Q: What Web site should I use to look up my benefits and other information?

A: You can visit mvphealthcare.com (if you go to preferredcare.org, you will be automatically redirected to our new site) where you can access all the same benefit information and wellness resources. Once there, click on “Members.”

Q: What if I have questions about the name change that aren’t answered here?

A: Please call us Monday – Friday from 7:00 a.m. to 8:00 p.m. at (585) 325-3113 or (800) 950-3224. TTY users may call (585) 325-2629 or (800) 252-2452.