Frequently Asked Questions

Below are some commonly asked member questions and answers. If you have a question that isn’t listed here, please contact us.

How do I reach the Member Services Department?

Please call 800-727-7536

I am moving to a new address. What should I do?

Please contact your local Virginia Department of Social Services and advise them of your new address. It is very important that we have your most current contact information. Please also update your information with Virginia Premier by submitting a change of address form.

When will I receive a new member identification card?

New member identification cards are received within 7 to 10 business days of the request date. If you need a card, please call us or complete the ID Card request form.

Why can't I get transportation for tomorrow?

Transportation must be scheduled at least 72 hours in advance so that we may accommodate as many members as possible. For more information, visit our transportation tab.

How can I obtain a list of participating providers?

You can call Member Services at 800-727-7536 and request a Provider Directory, which should be received 7 to 10 business days after your request. You can use the Find a Provider feature to view a Provider Listing.

What happens if I have an Emergency?

If you are having a life-threatening emergency, please call 911. If you are having a non-life threatening emergency and it is during the normal office hours of your Primary Care Physician (PCP), please contact your PCP. The doctor’s name is listed on your Virginia Premier ID card. If your non-life threatening emergency occurs when your PCP’s office is closed, please contact the Virginia Premier NurseLine at 800-256-1982.

Why was my or my child's coverage with Virginia Premier terminated?

Please contact your local Virginia Department of Social Services. They can provide you with more information.

I am having trouble getting my prescription filled. What do I do?

This can happen for many reasons. Please contact Member Services at 800-727-7536 for assistance.

I have recently married/divorced. How do I change my name on my member identification card?

Please contact your local Virginia Department of Social Services. Once they have provided Virginia Premier with your updated information a new member identification card will be sent.

I received a bill from my doctor’s office. What do I do?

Virginia Premier will pay for covered services. If you received a bill that you think we should have paid, please call us at 800-727-7536.

How do I enroll with Virginia Premier?

Please call the Manager Care Helpline at 800-643-2273 and make your request.

Am I still enrolled with Virginia Premier?

Please call us at 800-727-7536, so we can verify your membership status.

I receive Medicaid benefits, and I recently had a baby. Is my baby covered by Virginia Premier?

Yes. If you are an active Medicaid member of Virginia Premier at the time of your baby’s birth, your baby will be covered for a period of 3 months with the birth month being considered the first month. Please contact your local Virginia Department of Social Services and inform them of your child’s birth in order to obtain a Medicaid identification number for your baby.

I am a FAMIS mom and I recently had a baby, is my baby covered by Virginia Premier?

Yes. Any newborn whose mother is enrolled as a Virginia Premier FAMIS member shall be covered for the birth month plus 2 months. To remain a Medicaid member of Virginia Premier, the infant must be enrolled into FAMIS. For more information, click here to visit the FAMIS website.

Are interpreters available for those who do not speak English?

Yes. Please call us at 800-727-7536. Interpreter services are available for free.