Passport by Molina — Complete Customer Service Guide for Members and Providers

Overview: what “Passport by Molina” customer service handles

Passport by Molina customer service is the front line for enrollment questions, benefit explanations, claims problems, prior authorization, provider referrals, ID card changes, billing disputes and urgent member needs. Whether you are a member, family member, provider office or community agency, the customer service function should be your starting point for any administrative or coverage question.

Good customer service teams combine phone, secure online portals, written correspondence and local care managers. The single most important principle is documentation: every contact should generate a ticket or case number you can reference for follow-up. If you call, request the case number and the name of the representative; if you use secure messaging, save a screenshot or confirmation email.

How to contact customer service — channels and best use

Always use the phone number on the back of your member ID card for immediate assistance. If you do not have your card, use the Molina Healthcare public website (https://www.molinahealthcare.com) and navigate to “Member” or “Contact Us” to find the correct number for your state plan. Telephone remains the fastest method for urgent changes (address, PCP changes, hospital admission coordination).

Other common contact channels include secure member portals, mobile apps, fax for provider documentation, and written mail. For non-urgent items—document uploads, detailed benefit questions, explanations of coverage—use the secure portal or message center. For deaf, hard-of-hearing or limited English proficiency members, request TTY/TTD or interpreter services when initiating contact; these services are typically provided at no cost.

Practical contact checklist (use before calling)

• Have your member ID number, full legal name and date of birth ready; note the phone number on file and a current address.
• Prepare specific documents: provider bills, EOB (explanation of benefits) copies, referral or prior authorization numbers, and any clinical notes relevant to disputes or appeals.
• Write down a short scripted opening: what you need, one sentence on why, and the desired outcome (e.g., “I need a prior auth for MRI approved today to avoid delay in care”).
• Record the date/time of the call, representative name, case number, and the next promised action with deadline.

Common member issues and step-by-step resolutions

Billing disputes: If you receive a bill from a provider that you believe should be covered, ask customer service to confirm the claim status, whether a prior authorization or referral was required, and whether the claim was denied or processed in error. Ask for a reprocessing or appeal form, and request a written confirmation that the claim will be reviewed; save all EOBs and correspondence.

Provider network and referrals: If you are referred out of network, request an explanation of network coverage and ask customer service to provide a list of in-network specialists within your ZIP code. If continuity of care is an issue (ongoing treatment by an out-of-network provider), ask about a temporary authorization or continuity-of-care exception while you transition providers.

Claims, prior authorization and appeals — what to expect

Prior authorization: Before scheduled procedures, confirm whether a prior authorization is required and the specific clinical documentation the plan needs. Ask customer service for the authorization number, the approving clinician’s name (if available), and the authorization period or number of units approved. Keep this authorization number with the provider to prevent balance billing.

Appeals and grievances: If a claim or prior authorization is denied, ask customer service for the formal appeal process, required forms, and the internal timeframes. Document every step; escalate to a supervisor if you do not receive a timely written explanation. If the plan lacks resolution, contact your state Medicaid agency or state insurance regulator for external review—customer service can provide the correct state contact information.

Provider-facing guidance and documentation

Provider offices should keep a dedicated contact pathway (designated billing staff, a secure fax number and a direct provider line) and submit medical necessity documentation promptly with the initial claim. If a claim is rejected for missing information, resubmit within the plan’s correction window and reference the original claim ID to ensure timely processing.

For urgent authorizations or inpatient admissions, use the plan’s urgent review lines and follow-up with the required clinical notes via the secure portal or fax. Request admission notification confirmation and the medical director’s review if the request is time-sensitive.

Escalation, oversight and external resources

If customer service cannot resolve your issue to your satisfaction, request escalation to Member Relations, Grievance & Appeals or a supervisor. Ask the representative to provide the escalation reference number and an estimated response time. Keep a running log of escalation attempts and any promised deadlines.

If exhaustion of internal appeals still leaves the issue unresolved, seek external review from your state Medicaid agency or state department of insurance. Customer service should be able to provide the correct mailing addresses and fax numbers for submitting complaints to state regulators or ombudsman offices. For legal or clinical disputes, consider consulting a patient advocate, legal aid program or health law attorney with experience in Medicaid managed care.

Tips to minimize delays and improve outcomes

1) Use the member portal to upload documents and to retrieve case numbers; written submissions create auditable trails. 2) Schedule non-urgent calls early in the morning or mid-week to avoid peak hold times. 3) Request bilingual assistance and TTY if needed, and always confirm the representative’s name and case number at the end of the call.

Consistent documentation, polite but persistent follow-up, and clear escalation requests are the most effective tactics to resolve complex customer service issues quickly. When in doubt, use the contact information on your member ID card and the official Molina website (https://www.molinahealthcare.com) to verify phone numbers, postal addresses and portal links for your specific state plan.

What is the number for no passport?

Who can help me in solving my queries? You can ask your queries at the following places: By visiting our website www.Passportindia.gov.in. By calling call centre at 1800-258-1800.

What is the phone number for Passport by Molina?

Please call Passport Member Services at (800) 578-0603, Monday – Friday, 7 a.m. – 7 p.m. (TTY: 711) if you need help making an appointment or finding a PCP.

Are Molina and Medicaid the same thing?

Molina Healthcare, Inc. is a managed care company headquartered in Long Beach, California, United States. The company provides health insurance to individuals through government programs such as Medicaid and Medicare.

What is the hotline for passport?

Department of Immigration and Emigration

Inquiries regarding Sri Lankan citizenship	0707101030
Inquiries regarding passport delays	0112777634
Inquiries regarding the other passport-related matters	0112101520
Inquiries regarding Indian citizenship	0112101567

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.

What is Passport Medicaid?

Passport provides quality, no-cost health care coverage for you and your family.