TRS Customer Service

Neighbors Helping Neighbors.

Our health plan was built in Texas. We’re a part of this community. So when we say FirstCare is member-focused, we really do care about our communities. Because we’re your friends and neighbors, we’re going to work with you to help you stay healthy, and when you call FirstCare, you’ll talk to a real person, right here — who can provide real answers, right away.
 
Our customer service representatives are available at 1-800-884-4901, Monday through Friday, from 8 a.m. to 5 p.m. CT, via email at trsquestions@firstcare.com, or you can write us at:

Customer Service
FirstCare
1901 West Loop 289, Suite #9
Lubbock, TX 79407

You can also submit your question, comments, or complaints via our online Feedback Form.

Feedback Form


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Member Rights and Responsibilities

  1. A right to receive information about FirstCare, its services, its practitioners and providers and member rights and responsibilities.
  2. A right to be treated with respect and recognition of your dignity and your right to privacy.
  3. A right to participate with practitioners in making decisions about your health care.

Complaint Procedures

If a problem should arise concerning the provision of health services or benefits, please discuss your concern with your FirstCare physician, or call the Customer Service Department at 1-800-884-4901.  A written complaint may be directed to SHA, L.L.C. dba FirstCare; Complaints & Appeals, 1901 W. Loop 289, Lubbock, TX 79407, as explained in the "Member Complaint Procedure" section of your Evidence of Coverage.

Resources

TRS-ActiveCare website: www.trs.texas.gov

View Plans:

2017-2018 Plan 2016-2017 Plan

FirstCare is here to help.

We're here to help you with your decision or answer any questions about your benefits. Call: 1-800-884-4901, Monday-Friday, 8 a.m. – 5 p.m. CT, or email trsquestions@firstcare.com.

Find a Provider Mail Order Prescription Drug Refills (Novixus.com) Service Area

Ask the Pharmacist

Have a question about a specific drug, or a drug benefit in your plan? Email our Pharmacist for the answers you need!

Getting Started with Navitus

Getting started is as easy as 1-2-3. Click here for tips on accessing the Navitus portal, setting up mail-order prescription drugs, contacts for your prescription benefit questions, and a helpful FAQ.

Talk to a Nurse—Nurse24™

Need care advice? Should you see a doctor? Get the info you need today! FirstCare members can talk to a nurse 24/7 by calling 1.855.828.1013 to get answers 24 hours a day, 7 days a week! TTY users can call 7-1-1 or  1.800.955.8771. Voice communication is available at 1.800.955.8770.

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