Introduction
Getting in touch with us or finding the answers to your questions is easy. Choose from the options below to get connected.
If you are looking for the Maryland Department of Health, you can visit their website at health.maryland.gov.
Participants
Support is available 24 hours, seven days a week. Call this toll-free number for all service needs: 1-800-888-1965.
If you’re having a behavioral health crisis, please go to the nearest emergency room or call 988. If you have a medical or life-threatening condition, go to the nearest emergency room or dial 911.
For non-emergency issues, you can fill out the Participant Contact Form, and we’ll respond in one to three business days. Do not use this form if you require immediate help or in the event of an emergency.
You may also reach us at the following addresses:
- Carelon Behavioral Health (participant complaints)
ATTN: Complaints – Maryland
P.O. Box 1850
Hicksville, NY 11802 - Carelon Behavioral Health (participant grievances)
ATTN: Participant Grievances – Maryland
P.O. Box 1856
Hicksville, NY 11802 - Carelon Behavioral Health (civil rights)
ATTN: Civil Rights Coordinator – Maryland
P.O. Box 1851
Hicksville, NY 11802
Providers
Join the network
Start the online process to join the Carelon network or call Provider Enrollment:
1-844-463-7768.
Customer Service: 1-800-888-1965
Hours: Monday – Friday: 8 a.m. to 6 p.m. ET
Hard of hearing providers and those with cognitive, mobility, or speech difficulty:
- Call MD Relay at 711
Mailing:
- Carelon Behavioral Health (claims)
ATTN: Claims – Maryland
P.O. Box 1850
Hicksville, NY 11802 - Carelon Behavioral Health (claims appeals and retroactive authorization reviews)
ATTN: Provider Claims Appeals – Maryland OR Retro Auth Review – Maryland
P.O. Box 1856
Hicksville, NY 11802
Claims appeals fax: 781-994-7636
Provider Claims Appeals Request Form - Carelon Behavioral Health (provider complaints)
ATTN: Provider Complaints – Maryland
P.O. Box 1850
Hicksville, NY 11802 - Carelon Behavioral Health (refund checks)
ATTN: Finance – Maryland
5800 Northampton Blvd
Norfolk, VA 23502
Phone Numbers
Please click the drop-down icon to view contact information.
Carelon Maryland Call Center / Customer Service
- Toll-free number: 1-800-888-1965
- Example inquiry reasons:
- Appeals Receipt Inquiry
- Appeals Status/Education
- Claim Receipt Inquiry
- Claim Processing/Payment Status
- Request for Claim Reprocessing/Adjustment
- Claim Escalation/Complex Claim
- Claims Appeals
- Complaints
- Authorization Status
- Participant Eligibility Verification
- Request for After Hours Admit Reference Number (After Hours)
Availity – Electronic Claims Transactions
- How to contact:
- 1-800-282-4548
- Monday – Friday
- 8 a.m. – 6 p.m.
- Example inquiry reasons for contacting this email address:
- Issues with uploading 837s into the Availity Portal
- Technical questions about batch authorizations and/or claims submissions
- When contacting Availity, please have the following information along with your provider issue:
- Full name
- Organization name
- TIN
- NPI for level of care related to this inquiry
- Direct phone number (please include extension if applicable)
- Any batch or file number
EDI Helpdesk – Provider Connect Portal Inquiries
- Phone number: 1-800-888-1965
Press 1 for English, then 3 for Provider, then 7 for EDI
Hours: 8 a.m. – 6 p.m. ET - Email: EDI-ProviderSupport@carelon.com
- Example inquiry reasons for contacting this phone number:
- Questions related to single authorization and/or claim submissions
- Questions related to accessing the Provider Connect Portal
- Provider Connect Portal password resets
- When contacting this phone number, please have available the following information:
- Provider Connect Username
- Your full name
- Organization name
- Direct phone number (please include extension if applicable)
- Email address
- NPI for level of care related to this inquiry
Provider Enrollment – ePREP Hotline
Call: 1-844-463-7768
Participant Enrollment – Maryland Health Connection
Call: 1-855-642-8572
EVS – Participant Eligibility Verification
Call: 1-866-710-1447
Forms
Please click the drop-down icon to view contact information.
Provider Relations
Contact Carelon’s Maryland provider relations team with any questions or concerns.
Submit a Provider Inquiry
Provider Communications
Stay informed about all updates from the Maryland Department of Health and Carelon, including important changes or guidance related to provider policies, news, events, and more.