New Washington Apple Health Customer Service Center hours of operation
The Medical Assistance Customer Service Center (MACSC) toll free line 800-562-3022 is now available earlier starting at 7 a.m. to support providers Monday through Friday. Closing times for the different phone lines will remain the same:
Client lines: 7 a.m. – 5 p.m.
Provider lines: 7 a.m. - 4:30 p.m.
Claim line: 7 a.m. – noon
Hours of operation for the authorization lines remain unchanged.
Many provider questions can be answered quickly any time of day through interactive telephone features or within the HCA website. To contact the customer service center or the ProviderOne Help Desk by e-mail, complete our secure web form
. Additional help on provider topics is also available in the ProviderOne Billing and Resource Guide
New! Important Apple Health Managed Care Changes
To view full details on Earlier Enrollment, Behavioral Health Organizations, Fully Integrated Managed Care (in SW WA), and Apple Health Foster Care, please visit Apple Health Managed Care Changes - April 2016.
ProviderOne Routine Maintenance
ProviderOne maintenance occurs every 8 weeks and requires that the system be unavailable (or down) for a period of time. During this downtime, the vendor promotes the correction of system bugs and/or system enhancements. The maintenance occurs from 5 a.m. to 3 p.m. PST and will affect the following transactions:
- Eligibility inquiries via the website will NOT be available until after 3 p.m.
- Eligibility inquiries through the automated telephone system (IVR) 1-800-562-3022; a Medicaid Eligibility Vendor; or Services Card swipe card reader will be available EXCEPT between 5 a.m. to no later than 10 a.m.
- All other direct entry transactions on the website will not be available until after 3 p.m.
- HIPAA batch file transactions submission and retrieval using secure FTP will not be affected by these maintenance activities.
First-Timers' Guide to Washington Apple Health (Medicaid)
The Health Care Authority has developed a First-Timer's Guide to Washington Apple Health (Medicaid) which providers may find useful in understanding some of the common questions and concerns our clients have. Versions in other languages can be found at our publications website under publication 19-024.