FAQs
Covered Services
What if I need help after business hours?
We are here 24/7 all year round. Call our Member Services team at 1-833-230-2053 (TTY: 711).
What if I speak a language other than Arabic, Spanish or English?
Our Member Services team will connect you with someone who can help you. Call us at 1-833-230-2053 (TTY: 711).
What is a primary care provider (PCP)?
It is a doctor that you choose to take care of yourself and your family. He or she will help make sure you get the health care you need.
How do I find or change a PCP?
Call our Member Services team at 1-833-230-2053 (TTY: 711). Or you can check the directory on our website. We can also mail you a list.
How do I know that the doctors and the other companies HAP CareSource uses for my care are qualified?
All HAP CareSource doctors and other network providers meet the education, training and license requirements to give your care. We check all these items before they can join HAP CareSource, we check them again every three years and continuously monitor for changes that might affect your care.
Do I need a referral to see a specialist?
In most cases you need a referral from your primary care provider (PCP) to see a specialist. Call our us at 1-833-230-2053 (TTY: 711).
Do I have a copay for any services?
No, HAP CareSource does not have copays for any covered services.
How do I know what my benefits are?
When you enrolled with HAP CareSource, you received a Member Handbook. It lists all your benefits. You can also call us at 1-833-230-2053 (TTY: 711).
What’s covered?
You’ll have coverage for:
- Visits to your primary care physician, nurse practitioner, outpatient hospital visits, surgical centers and more
- Dental
- Vision
- Hearing
- Prescription drugs
- Laboratory and X-ray services
- Preventive and wellness services and chronic disease management
- Transportation service to and from your appointments
Visit the Plan Documents page to view the Member Handbook for more covered services.
What medications are covered as a benefit?
HAP CareSource follows the Michigan Preferred Drug List and Michigan Common Formulary for those members covered by Medicaid. Look in our pharmacy section to find the drug lists for the plan you are enrolled in.
We cover most commonly ordered drugs for your heart, diabetes, high blood pressure, asthma, antibiotics for infections, birth control pills, and many, many others. We do not charge you a copay for any drugs. If you have a question about which drugs are covered by HAP CareSource, you can search the drug list or contact your pharmacist, doctor or HAP CareSource.
There are some drugs that must have approval from your doctor or HAP CareSource before you can get them. You or your doctor can call us at 1-833-230-2053 (TTY: 711) to learn about these drugs and how to get approval.
Transportation
How do I schedule a ride?
Non-Emergency Medical Transportation
- It’s easy. Call Member Services to schedule a ride two business days before.
- Call 1-833-230-2053 (TTY: 711), 24 hours a day, 7 days a week.
- For recurring rides, you can schedule a ride up to two months before.
- When scheduling your ride, opt-in to get a text message when your ride is confirmed.
- You may get GPS tracking to know where your driver is.
Urgent trips
- Call Member Services at 1-833-230-2053 (TTY: 711), 24 hours a day, seven days a week.
- Examples of urgent trips are:
- Facility discharges
- To and from urgent care
- From ER
- Dialysis
- Cancer treatment
- Pre and post-surgery
- For surgery
- Health emergency vaccination (COVID-19 shot)
Medically necessary
- Non-emergency ambulance transportation to Prepaid Inpatient Health Plan (PIHP) and Community Mental Health Services Program (CMHSP) related services.
To learn more, review the Transportation page on this site.
What do I need to schedule a ride?
Have this info ready when you call to schedule your ride:
- Your name, home address and phone number
- Your Medicaid ID number found on your HAP CareSource member ID card
- The address where you want to be picked up and phone number to reach you
- The name, address and phone number for your medical visit
- Date and time of your appointment
- The end time of your appointment, if you know
- Any special needs
Who can schedule rides?
- Members who are 18 and older
- Member’s parent, legal guardian or approved representative
- Medical facility representative
- A HAP CareSource representative
- Medical provider
How do I get home?
You can schedule a round trip ride when you make your reservation. If you don’t know when you’ll need a return ride, call for a Will Call ride at 1-833-230-2053 (TTY: 711). You’ll get picked up within an hour.
When will I get picked up for my appointment?
Pickup time may differ based on the distance from your home to the facility and your appointment time. Please be ready for your trip at least one hour before your appointment time.
Are car seats and wheelchairs supplied?
No. You’re required to have all child safety or booster seats and any required medical equipment such as wheelchairs. Without proper safety or medical equipment, you won’t be transported.
How do I cancel a ride?
Call 1-833-230-2053 (TTY: 711), 24 hours a day, 7 days a week. You must cancel your ride at least two hours before if you can’t go to your appointment. If you do not cancel your rides at least two hours before your appointment regularly, it might be hard to schedule future rides due to not showing up.
How do I give feedback about my ride?
Your feedback is important to us. If you opt-in to get text messages, you can text your feedback. You can also call 1-833-230-2053 (TTY: 711), 24 hours a day, 7 days a week.
Can drivers help me from my home to the curbside?
Yes. Drivers can provide assistance to get you from your home to curbside. Please make sure to let us know when scheduling your transportation.
How long will a drive wait curbside after the pick-up time?
You must be at the curbside at pick up time. The driver will wait up to 5 minutes after your scheduled pick up time. After that, they will cancel the trip.