Customer Service
Customer Service line: (800) 321-7947
At Scott and 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.
Let our Customer Service team help you. To contact a Customer Service Advocate, call SWHP Customer Service toll-free at (800) 321-7947.
Hours of Operation:
7 a.m. - 7 p.m. CT, Monday - Friday.
If you are an SWHP member and you are ill or injured, contact the Nurse Advice Line toll-free at (877) 505-7947. It is staffed 24 hours a day, every day of the year. Nurses 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.
In an effort to improve communication with non-English speaking enrollees, Scott and White Health Plan uses the interpretive services of AT&T. If you have trouble speaking English, when you call Scott and White Health Plan with questions or concerns, we can connect you with a trained interpreter to help you understand.
Let the Scott and White Health Plan Customer Service Coordinator know your primary language, and your call will continue 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 the Language Line service.
If you have questions about premium cost, contribution level or enrollment, contact your benefits coordinator. Health and Human Services Commission employees and GBP retirees should contact ERS Customer Service toll-free at (877) 275-4377.
To make changes to your address, phone number or email address, log into your ERS online account at ers.texas.gov/ or contact ERS directly toll-free at (877) 275-4377.