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Customer Service

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Customer Service line: (800) 321-7947

You should know at Scott & White Health Plan (SWHP) you are not just another customer. You are our neighbors and friends - fellow Texans. We want your customer service experience to be easy, convenient, and helpful. That is why all of our Customer Service is located right here in Central Texas. We are available to assist you through telephone, email, or personal meetings.

Customer Service Advocates can assist you in many ways. They help you take full advantage of your SWHP benefits by:

  • answering questions about using SWHP;
  • explaining your benefits;
  • helping you locate a provider or choose a PCP, if desired;
  • helping you transition your care to a new provider
  • assisting you in resolving complaints and appeals; and
  • sending you printed materials upon your request.

A Member Handbook is also available to help you understand your benefits.

Let our Customer Service team help you. To contact a Customer Service Advocate, call SWHP Customer Service at (800) 321-7947 

Hours of Operation:

Offices open Monday - Friday
8 a.m. - 5 p.m. CT

You can also contact a SWHP office near you:

Nurse Advice Line

If you are a SWHP member and you are ill or injured, you can contact the Nurse Advice Line at (877) 505-7947. It is staffed with nurses 24 hours a day, every day of the year. They can give you information about how to take care of yourself at home or can help determine if an appointment, an urgent care visit, or an emergency room visit is most appropriate for your symptoms.

Language Line

In an effort to improve communication with non-English speaking enrollees, Scott & White Health Plan uses the interpretive services of AT&T. When calling your Scott & White Health Plan representative with questions or concerns, you can be linked by phone with a highly trained interpreter if you speak little or no English. Let the Scott & White Health Plan Customer Service Coordinator know your primary language , and your call will be completed with the help of an AT&T interpreter. You do not have to call a special phone number; simply let your Customer Service Coordinator know that you wish to use this service.

Employees who have questions concerning premium cost, contribution level, or enrollment should contact their benefits coordinator. Health and Human Services Commission employees and GBP retirees need to contact ERS Customer Service toll-free at (877) 275-4377.


Change Address/Phone Number

To make changes to your address, phone number, or email address, please make the change in your ERS online account at www.ers.state.tx.us or contact ERS directly toll-free at (877) 275-4377.