Who do you need to call?
Call Centers and When They Can Help
Call centers share information and connect people with community resources. You can contact the Trillium Health Resources Member and Recipient Service Line to find a provider or get in touch with local resources. Call Center staff can even help someone experiencing a crisis. They are trained to answer questions and bring in a licensed clinician when necessary. They can also connect callers to appropriate community resources. When help is just a phone call away, people can request assistance no matter where they live.
It can be hard to know what number to call in which situation. Trillium has more than eight service lines listed on our “Contact Us” webpage. Having so many places to call is helpful, but it can also be confusing.
Our Member and Recipient handbooks have detailed information in the Quick Reference Guide sections. These guides give examples of which service line to call. It is always good to keep your printed handbooks in a location easy to find in your home.
Always remember: If you are in danger or need immediate medical attention, call 911.
You can also see below for more details on the different call centers, how they can help, and examples of when you should call each one.
Do you need a new Medicaid ID card? Do you have questions about providers in the Trillium network? Do you want to know more about the services Trillium covers? Call Trillium’s Member and Recipient Service Line at 1-877-685-2415. Our staff can:
Call Center staff can request a new Medicaid ID card be sent to you if you are a Medicaid member on the Tailored Plan. Members in NC Medicaid Direct should call their local DSS office for questions about Medicaid ID cards. Staff are required to verify your identity before answering certain questions. You can expect agents to verify your personal information so they can do their best to assist you. They can share details about providers who offer certain services or are located close to where you live. |
Do you have thoughts of hurting yourself or others, or feeling extreme stress or anxiety?
There are a few options if you are in a crisis:
- Call Trillium’s Behavioral Health Crisis Line at 1-888-302-0738. A clinician will talk to you about your current crisis experience. They will also share available services to help. They can connect you with a local mobile crisis team if needed.
- Directly call a mobile crisis team based on the county you are in. Visit our Crisis Services page (the Mobile Crisis Teams section) for more information. These teams will come to wherever you are, at home, work, or school.
- 988 Suicide and Crisis Line offers access 24 hours a day, 7 days a week. Trained crisis counselors are available to help people experiencing mental health-related distress. Their website includes ways you can also text, chat, or find assistance for individuals who are deaf or hard of hearing.
Do you want to talk to someone who has been in a similar situation as you? The statewide Peer Warmline (1-855-PEERS-NC) is a phone line staffed by Peer Support Specialists. They offer non-clinical support and resources to those in crisis. Peer Support Specialists are people living in recovery with mental illness and/or substance use disorder who provide support to others who can benefit from their lived experience.
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Do you need a ride to a medical appointment but don’t have a car or access to public transportation?
Non-Emergency Medical Transportation (NEMT) provides transportation to scheduled medical appointments for Medicaid members on the Tailored Plan.
Call our Member and Recipient Service line at 1-877-685-2415. You will press (2) for Tailored Plan Members and then press (1) for help scheduling your next transportation. You must call two days in advance to schedule a ride and no more than 30 days before your appointment.
If you are on NC Medicaid Direct, you will need to call your local DSS office for help in scheduling a ride.
Do you have questions about a medication that has been prescribed to you? Call our Pharmacy Benefits Manager if you are a Medicaid member on the Tailored Plan at 1-866-245-4954. |
Do you have a medical question about a physical health condition?
Call our Nurse Line at 1-877-685-2415 if you are a Medicaid member on the Tailored Plan. When you call, press (2) for Tailored Plan Members and then press (3) to speak to a nurse.
Do you speak a language other than English and need an interpreter when you call Trillium? If you do not speak English, we will connect you to an interpretation service at no cost. Your provider can offer this support at no cost. If needed, it may require a brief pause while the service is being connected. If you need other assistance with understanding any materials or documents, please let us know. Once you call Trillium’s Member and Recipient Services at 1-877-685-2415, we will connect your call with our interpreter service in order to assist you. |
Are you deaf or hard of hearing but need to contact our Member and Recipient Service Line?
Dial 711 or 1-800-735-2962. When the message "RC NBR Calling PLS GA" appears on the TTY display screen, type 1-877-685-2415. You will then reach the toll-free Member and Recipient Services.
A Relay Communications Assistant will answer, place your call, and assist you throughout the call.
Do you want information on the other health plan options available to you? You can call the Enrollment Broker at 1-833-870-5500. They can provide information on your eligibility for other health plans. |
Do you have questions about your rights? Do you have a complaint that has not been solved to your satisfaction?
You can call the NC Medicaid Ombudsman at 1-877-201-3750. The NC Medicaid Ombudsman is an independently operated, nonprofit organization. They make sure you get access to the care that you need.
Do you need to update your address or phone number? Trillium cannot update your official contact information if you are a Medicaid member. To do that, you will need to call or visit your local Department of Social Services. A list of local DSS locations can be found at ncdhhs.gov/localdss. State-funded members can update their address and contact information by calling Member and Recipient Services at 1-877-685-2415. |