Welcome to Vaya Total Care, an NC Medicaid Behavioral Health and Intellectual/Developmental Disabilities (I/DD) Tailored Plan. If you are a Vaya Total Care member, Vaya Health now manages your Medicaid services for physical health, behavioral health, pharmacy, transportation, and more.
Have questions? Read below for helpful information.
Please note this information does not apply to members who remain in Vaya’s NC Medicaid Direct plan or recipients of State-funded services. If you are an NC Medicaid Direct member or recipient of State-funded services, or if you are not sure, call Member and Recipient Service Line at 1-800-962-9003. This line is available 7 a.m. – 6 p.m., Monday – Saturday.
Transportation Services
You can get rides to and from appointments for Medicaid-covered services at no cost to you. This is called Non-Emergency Medical Transportation.
A company called Modivcare provides Non-Emergency Medical Transportation for Vaya Total Care members. To schedule a trip, call Modivcare at 1-888-621-2084. This line is available 7 a.m. – 6 p.m., Monday – Saturday for routine reservations.
Transportation is available 7 a.m. – 6 p.m., Monday – Saturday. It is available 24/7 for special rides, like coming home from the hospital.
For routine trips, you must schedule the ride at least two days before your appointment. If you need a trip to an urgent appointment, call Modivcare as soon as possible. Modivcare will make their best effort to arrange urgent transportation.
For more information, visit our Transportation Assistance webpage.
Call Modivcare’s “Where’s My Ride?” Line at 1-855-397-3614.
To file a grievance (complaint) or for additional help, call Vaya’s Member and Recipient Service Line at 1-800-962-9003. This line is available 7 a.m. – 6 p.m., Monday – Saturday. However, you must call Modivcare to schedule or reschedule a ride.
Modivcare cannot provide rides for members under age 18 without a parent or guardian. The only exceptions are if the child is emancipated, a parent, or pregnant.
You can have one guardian or one other person ride with you if you are under age 18 or have special medical, physical, or mental issues that can make transportation difficult.
No, there is no limit on the number of trips for appointments for Medicaid-covered services. However, there is a limit on the number of non-medical trips offered under our Vaya Total Care Perks program. More information is below.
Yes. Vaya offers a program called Vaya Total Care Perks. Perks are also known as value-added services.
Through Vaya Total Care Perks, you may receive up to 24 one-way, non-medical trips each year from Modivcare. This transportation perk helps you get to health and non-health related places. These are places like pharmacies, grocery stores, food banks, and post offices.
Learn more about Vaya Total Care Perks..
Access to Health Care
Call Vaya’s Member and Recipient Service Line at 1-800-962-9003 (7 a.m. – 6 p.m., Monday – Saturday).
You should have received a Vaya Total Care Welcome Packet in the mail. The packet includes the name of your primary care provider and how to contact them. It also includes your new Medicaid ID card. Your PCP’s information is on the card.
If you can’t find your packet or have questions, call the Member and Recipient Service Line at 1-800-962-9003 (7 a.m. – 6 p.m., Monday – Saturday).
You will get a new welcome packet in the mail that has your primary care provider information. You can also call the Member and Recipient Service Line at 1-800-962-9003 (7 a.m. – 6 p.m., Monday – Saturday).
Call Member and Recipient Service Line at 1-800-962-9003 (7 a.m. – 6 p.m., Monday – Saturday).
Pharmacy Services
Eligible Medicaid members may receive any medication covered by NC Medicaid. For a full list of covered medications, visit our Medication Search webpage.
You can get medications from most pharmacies in North Carolina. To find a participating pharmacy near you, visit our Find a Provider webpage and click the “Find a Pharmacy” link.
You can also call the Pharmacy Service Line at 1-800-540-6083 for help finding a pharmacy. This line is available 7 a.m. – 6 p.m., Monday – Saturday, including holidays. If you call before or after business hours, you can leave a message and have your call returned the next day.
If you can’t find your packet or have questions, call the Member and Recipient Service Line at 1-800-962-9003 (7 a.m. – 6 p.m., Monday – Saturday).
Most adult Medicaid members have a $4 copay. There are no copays for members under age 21, NC Innovations Waiver participants, pregnant members, members receiving hospice care, federally recognized American Indians/Alaska Native members, children in foster care, and people living in an institution.
Some pharmacy medications and products also do not have a copay. These include diabetic supplies, COVID-19 tests, medication to treat HIV, nicotine replacement therapy, and naloxone.
The Vaya Health Lock-in Program helps identify members who are at risk for possible overuse or improper use of pain medications (opioids) and nerve medications (benzodiazepines). If you have questions about the program, call the Pharmacy Service Line at 1-800-640-6083.
You can also visit our Pharmacy Lock-in Program webpage for more information.
Helpful Contacts
Find the number you need below or visit our Contact Us webpage.
Member and Recipient Service Line: 1-800-962-9003
- For general information or help with a question or complaint
- Available 7 a.m. – 6 p.m., Monday – Saturday, including holidays
Behavioral Health Crisis Line: 1-800-849-6127
- For help in a mental health or substance use crisis
- Available 24/7
Pharmacy Service Line: 1-800-540-6083
- For information about pharmacy benefits
- Available 7 a.m. – 6 p.m., Monday – Saturday, including holidays
Nurse Line: 1-800-290-1623
- For guidance about physical health concerns
- Available 24/7
Non-Emergency Medical Transportation Line: 1-888-621-2084
- To make a reservation with Modivcare for transportation services
- Available 7 a.m. – 6 p.m., Monday – Saturday
Avēsis Customer Service Line: 1-866-889-4457
- For information about vision services
- Available 7 a.m. – 6 p.m., Monday – Saturday