Tailored Care Management Letters Mailed to Members

In late November, letters were mailed to people who are eligible for Tailored Care Management with information of when Tailored Care Management will begin and what provider has been assigned to the member.

Tailored Care Management letter

These letters explained what Tailored Care Management is, when it will begin, and how to contact Vaya Health with any questions.

A sample of this letter is available on our website.

Leer en Español.

Tailored Care Management Provider Assignments

With the letters that were mailed, an insert was included to provide more information about the Tailored Care Management provider that was assigned to them by NC Department of Health and Human Services.

A sample of this letter insert is available on our website.

Leer en Español.

A list of providers who contract with Vaya either as an Advanced Medical Home Plus (AMH+) or Care Management Agency (CMA) to deliver Tailored Care Management to Vaya members is available on our website and will be updated as more providers become available.

Note: For members assigned to Vaya Health for Tailored Care Management, the phone number provided under Vaya Health’s address was incorrect. The phone number for Vaya Health’s Member and Recipient Services line is 1-800-962-9003 and is available Monday through Saturday from 7 a.m. to 6 p.m. We apologize for the confusion and are here to help guide you through your Tailored Care Management benefits.

Member Choices

All Tailored Care Management eligible members are given three choices:

  • keep their assigned Tailored Care Management provider,
  • request to change their Tailored Care Management provider, or
  • opt out of Tailored Care Management.

If a member chooses to change their Tailored Care Management provider or opt our Tailored Care Management, there are two ways to request this:

Questions or Help

If you would like to change your Tailored Care Management provider, opt out of Tailored Care Management, or have other questions, please call Vaya’s Member and Recipient Service Line at 1-800-962-9003, between Monday-Saturday, 7 a.m. to 6 p.m.

If English is not your first language, we can help. Call 1-800-962-9003 (TTY/TDD 711). We can give you, free of charge, the information in this material in your language orally or in writing or access to interpreter services. We also can help answer your questions in your language. More information about the auxiliary aids and interpreter services we offer is available on our website.

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