County Care Customer Service Number — Practical Guide for Members and Providers

How to locate the correct County Care customer service number

If you are enrolled in a CountyCare product (for example the Cook County Health CountyCare Medicaid plan), the single most reliable place to find the customer service telephone number is your member ID card. The Member Services telephone number is printed on the front or back of the card and is the contact used for eligibility questions, benefit verifications, claims status and routine authorizations. In 2024 many plans also print a dedicated TTY/relay line and a dedicated number for behavioral health or nurse advice lines on the card or in the member handbook.

Other authoritative sources: the official plan website and the member handbook. For CountyCare operated by Cook County Health you can confirm details at countycare.com and cookcountyhealth.org, and the central administrative campus is John H. Stroger, Jr. Hospital, 1950 W Taylor St, Chicago, IL 60612. Always verify the number with your current ID card and handbook: call center phone numbers are sometimes updated annually or during plan reorganizations.

If you cannot find the card or internet access

If you’ve lost your card or cannot access the web, call the general health system or county health department listed for your area. For example, Cook County Health’s main administrative offices are reachable via their website and through hospital main lines; the street address above can be used for mailed correspondence. Most plans will replace an ID card within 7–14 business days after you request one; confirm the expected turnaround when you call.

If language access or accessibility is a concern, request an interpreter or TTY service (see “Essential numbers and contacts” below). Under federal and state rules, Medicare/Medicaid plans must provide free interpreter services and accessible formats on request; when you call, ask the representative to register your language preference so future outbound calls can be in that language.

What to expect when you call customer service

Typical customer service workflows include an initial authentication, a purpose-specific routing (eligibility, claims, authorizations, grievances), and a resolution or escalation. Be prepared to authenticate using your full name, date of birth, member ID number and sometimes the last four digits of your Social Security number. Average hold times vary; many plans target under 10 minutes during business hours but peak-months (open enrollment, benefit renewal periods) can see waits of 20–30 minutes or longer.

Ask the representative for a reference number or “case number” for the interaction; if they make changes to your account (address change, retroactive eligibility, appeal entry), request the exact wording of the action and the expected timeframe for completion. If you need follow-up, confirm the representative’s name, extension, or the general call-back number and log the date/time for your records.

Escalations, grievances, appeals and external review

If the frontline representative cannot resolve your issue, request escalation to a supervisor and ask for timelines that are consistent with your plan’s grievance process. For coverage denials you should receive a written explanation (Denial Notice) with appeal instructions and deadlines—typically 30 to 60 calendar days for standard appeals, and 72 hours for expedited review in urgent situations. Document the denial code, the date of the denial, and the service or claim line items involved.

If internal appeals are exhausted, you may be eligible for an external review by your state’s independent review organization or by the Centers for Medicare & Medicaid Services (CMS) for certain plans. Keep certified mail receipts and copies of all letters; timelines for external reviews are strict and missing a deadline can forfeit rights to review. If you need legal or benefits counseling, local legal aid organizations or your state’s health advocacy office can provide free help—search “Medicaid ombudsman [your state]” for current contacts.

Essential numbers and contacts

• Check your CountyCare member ID card first — Member Services number is printed there and is authoritative for your specific product and benefit year.
• General federal health lines: Medicare (1-800-MEDICARE / 1-800-633-4227) for Medicare questions; TTY relay commonly provided via 711 for hearing impaired callers.
• National immediate resources: Poison Control 1-800-222-1222 (24/7); SAMHSA National Helpline 1-800-662-HELP (4357) for behavioral health referrals.
• Local administrative address for Cook County Health (CountyCare sponsor): John H. Stroger, Jr. Hospital, 1950 W Taylor St, Chicago, IL 60612 — check countycare.com for program-specific mailing addresses and fax numbers used for provider prior authorizations.

What to have ready before you call

• Member ID number and full legal name; date of birth and contact phone; current address.
• Provider name and NPI or facility name, date(s) of service, claim number if available, and any prior authorization numbers.
• Specific questions or outcomes you want (coverage explanation, benefit start/end dates, claims status, appeal submission), and a note-taking method to record representative name, reference number and time-stamps.

Being prepared and using the documented customer service channels will resolve most routine issues within one or two calls. For systemic problems (recurrent claim denials, network access issues, incorrect provider directories) escalate in writing and keep copies — those are the cases that often require formal grievances and, sometimes, state-level review. If you tell me your county or the exact CountyCare product name on your card, I can provide the specific contact number and hours for that plan.

How do I speak to Medicaid customer service?

★ Department of Health Care Services

1. California State Contacts.
2. Eligibility.
3. Enrollment.
4. ☎ Call the Medi-Cal Helpline: 800-541-5555, or 916-636-1980.

Does CountyCare cover ambulance in Illinois?

If you are having a medical emergency, call 911. CountyCare covers ambulance service for emergency care.

What does CountyCare cover?

CountyCare does not charge members for its services. Health Benefits like primary care, hospital services, prescriptions, transportation, dental and vision coverage.

How do I contact CountyCare Illinois?

If at any time you need assistance with this information, or would like to request additional information, please contact CountyCare Member Services at 312-864-8200 / 855-444-1661 (toll-free) / 711 (TDD/TTY). CountyCare will notify you every year of your right to receive this basic information.
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How do I get money on my OTC card?

Depending on the health plan, funds are loaded or reloaded to the card on a monthly, quarterly or annual basis. OTC funds not used during the allotment period are lost and do not roll over to the next period, unless the health plan specifically allows for a rollover period.

Is CountyCare Illinois Medicaid?

CountyCare. CountyCare is a no-cost Medicaid managed care health plan for the people of Cook County.