Welcome to Vaya Health

Rockingham County joins Vaya Health.

Welcome to Vaya! We’re glad you’re here. This page contains information and resources to support Rockingham County in the transition from Sandhills Center to Vaya Health.

While change can be hard, remember that you’re not alone. Our teams are ready to help you continue your health journey. We can’t wait to get to know you and your family and learn how we can tailor your care plan to meet your unique needs.

Together, we can build a stronger managed care experience for all Vaya members and recipients. Our job is to support you on your path as you work toward your health goals.

Getting Started

Member Letters

Medicaid members and state-funded recipients were mailed a letter from Vaya. These letters provide more information about the realignment of Rockingham County to Vaya Health. Contact the Member and Recipient Service Line at
1-800-962-9003 if you did not receive a letter or if you have questions.

NC Medicaid Direct Handbook

The NC Medicaid Direct Handbook explains how your health plan works and what Medicaid services are available to you. This handbook is available online in English and Spanish. You can always call the Vaya Health Member and Recipient Services Line at 1-800-962-9003 (Monday – Saturday, 7 a.m. – 6 p.m.) if you have questions.

Read the NC Medicaid Direct Handbook here.

Member Rights & Responsibilities

As a member of a Vaya Health plan, you are guaranteed certain rights by law. Vaya network providers must respect your rights at all times, provide you with continual education regarding your rights and support you in exercising your rights to the fullest extent possible.

To learn more about your rights and responsibilities, review the Member & Caregiver Handbook. 

NC Innovations Waiver

The NC Innovations Waiver is a NC Medicaid Waiver that helps individuals with intellectual/developmental disabilities (I/DD) receive services and supports in their home and participate in their community.

A person’s eligibility for a NC Innovations Waiver slot is not affected by the realignment between Sandhills and Vaya. There is no need to reapply. As long as a person qualifies and maintains necessary paperwork, a slot will not be affected.

Registry of Unmet Needs

The Registry of Unmet Needs (RUN) is a first-come, first-serve list maintained by Vaya to keep track of people waiting for a NC Innovations Waiver slot.

Vaya will honor the date that a person was added to the RUN by Sandhills. There is no need to reapply, but it is important to make sure all contact information is up to date.

The North Carolina General Assembly decided that Tailored Plans will launch no later than July 1, 2024. As we learn more about the launch date, we will share this information on our website and social media.

For questions about Vaya Health services and supports, or non-emergency questions or concerns, call Vaya’s Member and Recipient Services Line at 1-800-962-9003 (available Monday – Saturday, 7 a.m. – 6 p.m.).

For questions about Medicaid eligibility, visit or call your local DSS.

For questions or concerns that your health plan or provider could not answer, contact the NC Medicaid Ombudsman at 1-877-201-3750 or visit ncmedicaidombudsman.org. For questions about your health plan or to learn more about your health care options, primary care providers, or enrollment in NC Medicaid, contact the NC Medicaid Enrollment Broker at 1-833-870-5500 or visit ncmedicaidplans.gov.

Questions and Answers

NCDHHS is focused on improving delivery of care and stabilizing the public service system as North Carolina prepares for the launch of Behavioral Health and Intellectual/Developmental Disabilities Tailored Plans in 2024. In late 2023, NCDHHS issued a directive to realign Rockingham County to Vaya Health’s region beginning Feb. 1, 2024. Vaya now manages behavioral health and I/DD services and supports for Medicaid beneficiaries and state-funded recipients in Rockingham County.

Alamance, Alexander, Alleghany, Ashe, Avery, Buncombe, Caldwell, Caswell, Chatham, Cherokee, Clay, Franklin, Graham, Granville, Haywood, Henderson, Jackson, Macon, Madison, McDowell, Mitchell, Person, Polk, Rockingham, Rowan, Stokes, Swain, Transylvania, Vance, Watauga, Wilkes, and Yancey counties.

Your eligibility for Medicaid is not affected by the realignment. As long as you qualify for Medicaid you will continue to be covered by Medicaid for your health care needs.

Members can continue to use their existing Medicaid ID Cards to get services. In Rockingham County, members will receive new Medicaid cards by mail as part of the Medicaid recertification (renewal) process.

If you lose your Medicaid ID card, contact your local Department of Social Services (DSS) office to get a new one.

Yes. Your records with Sandhills were transferred to Vaya and Vaya will have access to the same information that Sandhills had on record. You should not have to resubmit any information that was previously submitted.

Vaya is committed to ensuring the widest range of services and highest quality care for members and recipients. We have been actively building a statewide provider network and have already contracted with most Sandhills providers. If your provider chose not to participate in the Vaya provider network, they can request an Out of Network agreement with Vaya so you can continue to receive your care. Vaya remains committed to evaluating the unique service needs of each community we serve.

Vaya’s goal is to ensure continued care for members as much as possible. If your care manager/care coordinator does not transition to Vaya, another one will be assigned to support you.

No. Your eligibility for a NC Innovations Waiver slot is not affected by the realignment and you do not need to reapply. As long as you qualify and maintain any necessary paperwork, your slot will not be affected.

Vaya will honor the date that you were added to the RUN by Sandhills. You do not need to reapply, but it is important to make sure all contact information is up to date.

Our highest priority is still the health, safety, and well-being of the members and recipients we serve. Vaya will make every effort to minimize disruption in care, meet community needs, and effectively prepare for North Carolina’s transition to Medicaid Managed Care.

NCDHHS has announced that Tailored Plans will launch in 2024. An exact date has not been announced yet.

No action is needed. If you received services through Sandhills and remain eligible for Medicaid, you were automatically enrolled with Vaya beginning Feb. 1, 2024.

Vaya has been operating for over 50 years as an LME and has significant expertise with prior consolidations and county realignments. We have deep experience managing services in rural and developing counties and we currently manage services in nearby Stokes, Caswell, and Alamance counties. We have a long relationship with many providers delivering care in Rockingham County. Our leaders have already met with Rockingham County leadership, and we are confident that Vaya will deliver high-quality care for Rockingham County residents.

Get to Know Vaya

There are several ways to get to know Vaya better.

Contact Us

For help with a question, concern or complaint, or to report a grievance, call Vaya’s Member and Recipient Services Line at 1-800-962-9003 (Monday – Saturday, 7 a.m. – 6 p.m.) or send an email to member.services@vayahealth.com

If you or someone you know needs help in a crisis, call Vaya’s Behavioral Health Crisis Line at 1-800-849-6127 anytime (24 hours a day, every day).

For life-threatening emergencies, call 911.

Need Help?

Finding care can be confusing sometimes. At Vaya Health, we make it easier. The process starts with a phone call to our Member & Recipient Services Line at
1-800-962-9003