At the Alliance, we are here to help. As your partner in health, we strive to connect you to the right care at the right time. If you have a health concern, please call your doctor any time, 24 hours a day, 7 days a week.

Your Doctor

Call your doctor’s office or clinic for advice. Doctors expect to get phone calls at night or on weekends. They set up their practices to receive your calls at times when they are not open. Your doctor can help you decide if you really need to go to the emergency room, or can give you advice about what to do at home that can get you or your child through the night or weekend.

Advice Nurse Line

If you can’t reach your doctor, the nurse line is ready to give you advice, any time, 24 hours a day, 7 days a week.
Please call:

Toll-Free: 1.888.433.1876

Key features of the Advice Nurse Line:

• No cost for Alliance Members.
• Ready to help 24 hours a day, 7 days a week.
• Nurses provide advice on topics, such as:
  • Treatment of common health concerns
  • Tips on leading a healthy lifestyle
  • Health screenings and shots
• Nurses help you decide whether you require emergency or urgent care, or if you should schedule a doctor’s visit.
• Nurses speak English and Spanish, and use interpreters for other languages.
• For more information, please select your preferred language:
  English | Spanish | Chinese | Vietnamese

Urgent Care

Your doctor or the advice nurse line may direct you to an urgent care clinic. Many clinics are open late, on weekends and holidays. To find an urgent care clinic in the Alliance network, please search our online Alliance Provider Directory.

To view a copy of the Alliance Medi-Cal Provider Directory, please click here.

有發育障礙的聯盟 Medi-Cal 成員可以接受諮詢、支援和其他非醫療服務,如臨時護理、外出安置,以及安排東灣區域中心提供支援性生活服務。

發育障礙的例子有:

• 自 閉 症
• 腦麻痺
• 癲癇
• 智力遲鈍
• 開發方面的嚴重延誤

要瞭解更多資訊,請致電:

東灣區域中心
電話號碼: 1.510.618.6100

As an Alliance member, you have access to behavioral health care services. These services are offered through our delegated provider, Beacon Health Options. Prior authorization (approval) is not required for routine outpatient behavioral health care services. The Alliance also covers all substance use disorder (SUD) services.

To find a behavioral health care provider in our network, or make an appointment, please contact:

Beacon Health Options
Toll-Free: 1.855.856.0577
www.beaconhealthoptions.com

1. 1. Click on Find a Provider.
   2. Select your plan type:
      • Alameda – IHSS – Group Care/In Home Support Services
      • Alameda – MediCal
   3. Enter your address.

Alcohol and Substance Use Disorder (SUD) Services

The Alliance covers:

• Alcohol misuse screening and counseling
• Hospital stays medically necessary to treat withdrawal symptoms
• Non-medical transportation to alcohol and substance use disorder treatment

Outpatient Behavioral Health Care Services

The Alliance covers:

• Outpatient laboratory, drugs, and supplies
• Outpatient services for monitoring drug therapy
• Psychiatric consultation
• Psychological testing
• Psychotherapy

Pediatric Early and Periodic Screening, Diagnostic and Treatment (EPSDT) Services

As an Alliance Medi-Cal member, you have access to Pediatric Early and Periodic Screening, Diagnostic and Treatment (EPSDT) services.

For more information, please view your Alliance Medi-Cal Member Handbook.

Specialty Mental Health Services (SMHS)

If your behavioral health screening results determine you need specialty mental health services (SMHS), your doctor will refer you to the county to receive an assessment.

SMHS is a program offered to Medi-Cal patients who meet medical necessary criteria.

SMHS may include the following services:

• Inpatient Services
  • Acute psychiatric inpatient hospital services
  • Psychiatric inpatient hospital professional services
  • Psychiatric health facility services

• Outpatient Services
  • Crisis intervention services
  • Crisis stabilization services
  • Day rehabilitation services
  • Day treatment intensive services
  • Intensive care coordination (ICC)
  • Intensive home-based services (IHBS)
  • Medication support services
  • Behavioral health care services (assessments, plan development, therapy, rehabilitation, and collateral)
  • Targeted case management services
  • Therapeutic behavioral services
  • Therapeutic foster care (TFC)

• Residential Services
  • Adult residential treatment services
  • Crisis residential treatment services

For  more information on SMHS provided by the county behavioral health care plan, please can call the county. To locate all counties toll-free telephone numbers online, please visit California Department of Health Care Services (DHCS).

For more information on services, please visit Alameda County Behavioral Health Care Services’ (ACBHCS) ACCESS Program.

To learn more about your benefits and covered services, please view your Alliance Medi-Cal Member Handbook.

As an Alliance Medi-Cal member, you may receive dental benefits through the Medi-Cal dental program, Denti-Cal. Please note that authorization from the Alliance may be required.

To learn more about your benefits and covered services, or find a dental provider, please contact:

Denti-Cal
Toll-Free: 1.800.322.6384
People with hearing and speaking impairments (TTY): 1.800.735.2922
www.denti-cal.ca.gov

To learn more about your benefits and covered services, please view your Alliance Medi-Cal Member Handbook.

As an Alliance Medi-Cal member, the Alliance covers the purchase or rental of medical supplies, equipment and other services only when medically necessary and with a prescription from a doctor. These services require an authorization from the Alliance. Durable medical equipment (DME) and medical supplies are provided by the Alliance’s contractor, California Home Medical Equipment (CHME).

To learn more about your benefits and covered services, please view your Alliance Medi-Cal Member Handbook.

As an Alliance Medi-Cal member, your routine vision exams are covered. The Alliance covers routine eye exam and eyeglasses every once in 24 months. These services are offered through our delegated provider, March Vision. You can schedule an eye exam without a doctor’s referral.

For help finding an eye doctor, please contact:

March Vision Care
Toll-free: 1.844.336.2724
www.marchvisioncare.com/find.aspx
Let March Vision Care know you are an Alliance Medi-Cal member.

To learn more about your benefits and covered services, please view your Alliance Medi-Cal Member Handbook.

At the Alliance we want to help you receive your health care services in your preferred language.

Interpreter Services

When you call the Alliance, please let us know the language that you prefer to speak. Our staff speaks many languages, including Spanish, Cantonese, and Vietnamese. If we cannot speak your language, we will use a phone interpreter at no cost to you.

We can also help you speak with your Alliance health care providers in your preferred language. You can choose a doctor or clinic that speaks your preferred language. Or, we can provide a qualified health care interpreter over the phone or in person for your health care visits.  If you need an in-person interpreter, you must make the request at least five (5) business days in advance (except for American Sign Language).

To request an interpreter, please call the Alliance Member Services Department.

Members as well as doctors can request interpreter services. If you are a provider, please click here.

Member Materials

You may receive written plan letters and materials in a language that you can read. If you are not getting materials in your preferred language, please let us know. You may also receive member materials in other formats such as large print, audio, and accessible electronic formats at your request.

Keep Us Informed

In order to better serve you, it helps us to know your ethnicity and the preferred language that you speak and read.

You can view and update your information through our online Alliance Member Portal.

Do you need to create an Alliance Member Portal account? We can help!

Make a Request

To request a language interpreter or materials in your preferred language, please complete our online Contact Us Form or call:

• Alliance Member Services Department
• Monday – Friday, 8 am – 5 pm
• Phone Number: 1.510.747.4567
• Toll-Free: 1.877.932.2738
• People with hearing and speaking impairments (CRS/TTY): 711/1.800.735.2929

Transportation services are offered through the Alliance’s transportation provider, LogistiCare. There is no cost when transportation is authorized by the Alliance.

Non-Medical Transportation (NMT)

The Alliance allows you to use a car, taxi, bus or other public/private way of getting to your medical appointment for Medi-Cal-covered services. The Alliance provides mileage reimbursement when transportation is in a private vehicle arranged by the beneficiary and not through a transportation broker, bus passes, taxi vouchers or train tickets. The Alliance allows the lowest cost NMT type that meets your medical needs.

You can use non-medical transportation (NMT) when you are:

• Picking up prescriptions and medical supplies.
• Traveling to and from an appointment for a Medi-Cal-covered service authorized by your provider.

Non-Emergency Medical Transportation (NEMT)

You are entitled to use non-emergency medical transportation (NEMT) when you physically or medically are not able to get to your medical, dental, mental health and substance use disorder appointment by car, bus, train or taxi, and the Alliance pays for your medical or physical condition. Before getting NEMT, you need to request the service through your doctor, and they will prescribe the correct type of transportation to meet your medical condition.

NEMT must be used when:

• It is approved in advance by the Alliance with a written authorization by a doctor.
• It is physically or medically needed as determined with a written authorization by a doctor; or you are not able to physically or medically use a bus, taxi, car or van to get to your appointment.
• You need help from the driver to and from your residence, vehicle or place of treatment due to a physical or mental disability.

To arrange or follow up on a request for transportation, please call:

LogistiCare
Toll-Free: 1.866.791.4158

Please call at least seven (7) business days before your appointment. Your doctor will be required to submit documentation in order to process the request. For urgent appointments, please call as soon as possible. Please have your Alliance member ID card ready when you call.

Emergency Transportation Services

The Alliance covers ambulance services to help you get to the nearest place of care in emergency situations. This means that your condition is serious enough that other ways of getting to a place of care could risk your health or life. This includes ambulance transportation services provided through the “911” emergency response system. No services are covered outside the U.S., except for emergency services that require you to be in the hospital in Canada or Mexico.

Forms

Transportation Request Form

Please complete the form below to request Non-Emergency Medical Transportation (NEMT) or Non-Medical Transportation (NMT) from Logisticare:
English | Spanish | Chinese | Vietnamese

Consent for Minor Travel Without Guardian Form

The Alliance offers unaccompanied minors transportation to medical appointments or to obtain other covered medical services.

Parent/authorized guardian, please complete the form below to provide consent for the Alliance to work on the State’s behalf to provide transportation for the minor(s):
English | Spanish | Chinese | Vietnamese

To learn more about your benefits and covered services, please view your Alliance Medi-Cal Member Handbook.