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Frequently Asked Questions

Accessing Care

How do I get behavioral health services?

NHP partners with Beacon Health Options for behavioral health services. For help finding a Beacon Health provider in your community, visit Beacon Health Options and sign into member services or call 1-800-414-2820.

Can NHP help me manage my (or my child's) medical conditions?

Yes, NHP is here to help. We have special care management programs to help you or your child manage a chronic condition like diabetes or asthma. Talk to your doctor or nurse. They can help you decide if care management is right for you or your child. You can also call the Customer Service number on the back of your card for more information.

Learn more about our diabetes, asthma, and other member programs.

Doctors, Hospitals, & the NHP Network

How do I get information about providers in NHP's network (NHP contracted providers)?

You can search for an NHP provider at any time with our online Find a Doctor tool. Find a Doctor is updated daily and contains the best information about our contracted providers.

I am an HMO member, how do I choose or change my primary care provider?

You can choose or change your PCP on You can also call the Customer Service number on the back of your member ID or send us an email.

Do I need a referral to see a specialist?

For HMO members, a referral number from your Primary Care Provider (PCP) is required for most services. Talk to your PCP about referrals before you visit a specialist. If NHP has not received a PCP referral ahead of time, the visit may not be covered and you may be responsible for the charges.

Am I covered for services outside the NHP service area?

HMO members are covered for emergency and urgent care in the continental U.S and it’s territories. NHP Prime members are also covered for emergency and urgent care while traveling out of the country. Please review your plan materials at or contact Customer Service with any questions.

Urgent and Emergency Care

What should I do in an emergency?

If it’s a life threatening emergency, call 911 or go to the nearest emergency room.
For urgent care, call your PCP’s office first. If you or your loved one gets sick and it’s at night or on the weekend, call your PCP’s office anyway. Primary care practices will always have a nurse or doctor on call to help you.

What do I need to do if I receive urgent or emergency care outside of the NHP service area?

We recommend that you call your primary care provider within two days of receiving care. They will help to coordinate any follow up care that you may need when you return to the service area.

ID Cards

How long should it take for me to get my new ID card?

You should get your card in the mail within 7-10 business days of NHP processing your completed enrollment. Once you have been enrolled, if you need to see a doctor or fill a prescription before you receive your NHP member ID card, you can easily print a temporary card on

If your card doesn’t arrive or if you need a replacement card at any time, you can order one at Or you can call NHP Customer Service at 1-800-462-5449.

Does every member of my family need his/her own ID card?

Yes. NHP sends a card to each covered member of your family. However, you can all choose a different PCP or primary care office.

What if I lose my Member ID card?

You can print a temporary card and request a new one on at any time. If your card or ID number is stolen, email or call Customer Service at 1-800-462-5449 right away to order a replacement card with a different ID number.

Managing Your Plan

Can I email NHP?

Absolutely! Email is often the best way to reach us. Our email address is We will respond to your email within one business day. We encourage members to call Customer Service to discuss confidential information.


I am a MassHealth member and I got an Eligibility Review Form in the mail. Do I have to fill it out?

Yes. You can lose your coverage if you do not complete the form. If you need help with the form, call MassHealth at 800-841-2900.

Rights and Responsibilities

Does NHP keep my health information confidential?

All of your information is kept private and confidential. To find out how NHP protects your information, please see our Notice of Privacy Practices.

What are my rights and responsibilities as an NHP member?

NHP gives you the information you need to understand your rights and get the most from your plan. Find important, up-to-date information about your rights and responsibilities at

Call the Customer Service number on the back of your NHP member ID card with any questions about these materials or if you would like hardcopies of these materials mailed to you.

Your Costs

I got a bill from a provider. What should I do?

It’s a good idea to call the provider first if you feel the bill is wrong. It may be a simple error that can be corrected quickly.

In some cases, members may be responsible for the cost of medical services. For example, some members have cost-sharing responsibilities like, copayments, deductibles, or co-insurance. See our guide to your health care costs for more information.

Members will also be responsible for the cost of services if they:

  • Used a provider outside of the NHP network
  • Had a service that is not covered by NHP
  • Did not get a prior authorization or a referral

If you need help with a billing question, call Customer Service at the number on the back of your member ID card.

For more information about prior authorizations, referrals, covered services, and the NHP network, please refer to your member materials on  

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