Contact Wellpoint
For help with eligibility verification, claims, and general provider questions, please contact the Customer Care Center.
Medicaid and CHIP contacts
Customer Care Center (Medicaid and CHIP)
Available Monday through Friday from 8 a.m. to 6 p.m. ET
Phone: 800-782-0095 TTY: 711
Fax: 888-438-5209
Wellpoint Medicaid and CHIP mailing addresses
Customer Care Center mailing address
Wellpoint
Attn: Customer Care Center
200 Association Drive, Suite 200
Charleston, WV 25311
General mailing address
Wellpoint
P.O. Box 91
Charleston, WV 25321-0091
Case management
Our Medicaid and CHIP case managers are registered nurses and are available from 8 a.m. to 5 p.m. ET Monday through Friday. Confidential voice mail is available 24 hours a day.
Phone: 304-347-2475
Medicaid and CHIP pharmacy contacts
Pharmacy Help Desk
Phone: 888-483-0801
Fax: 800-531-7787
Prior authorization for physician-administered drugs
Phone: 877-375-6185
Medicaid and CHIP Utilization Management (UM) department
For help with prior authorization requests, inpatient coordination, and hospital/facility admission notification, please contact Wellpoint’s Utilization Management (UM) department Monday to Friday from 8 a.m. to 5 p.m. ET
Note: All new requests must be submitted through the Interactive Care Reviewer (ICR) application on Availity Essentials, our electronic provider website.
Phone: 866-655-7423
Medicare and D-SNP contacts
Medicare prior authorization mailing address
For Medicare plan members who wish to submit paper requests for prior authorization, please mail them to:
Wellpoint
Attn: Utilization Management
200 Association Drive
Charleston, WV 25311-1277
Medicare and D-SNP prior authorizations
Prior authorization requests may be telephoned, submitted online, or faxed to Wellpoint. For more information, please refer to your Medicare Provider Manual.
Receive email from Wellpoint
Wellpoint is now sending some bulletins, policy change notifications, prior authorization update information, educational opportunities, and more to providers via email.
Email a Provider Experience associate
Did you know that most questions and issues can be resolved by using the Wellpoint provider self-service tools? Please use Availity Essentials for inquiries like payment disputes, provider data updates, claims status, member eligibility, and more. You can also live chat with a Wellpoint associate from within the Availity Essentials Portal using Payer Spaces.
For other issues, please message a provider relationship management representative.
Additional contact resources
24-hour Nurse HelpLine
Phone: 866-805-4589 TTY: 711
When members need information and education about medical conditions, healthcare, and prevention, our 24-hour Nurse HelpLine provides them with triage services and helps direct them to appropriate levels of care. We have listed the 24-hour Nurse HelpLine telephone number on our members’ ID cards to ensure they can access health care information whenever they need it.
Our Nurse HelpLine offers:
- Availability 24/7
- Information based on nationally recognized and accepted guidelines
- Translation services in 150 different languages and for members with difficulty hearing
- Education for members about appropriate alternatives for handling non-emergent medical conditions
- Member's assessment reports faxed to the provider's office within 24 hours of receipt of the call
- Monthly postcards mailed to members who have accessed the emergency room in the past month to reinforce the importance of notifying the primary care provider of health concerns
Interested in becoming a provider in the Wellpoint network?
We look forward to working with you to provide quality service for our members.