FAQ's

Call Member Services at 1-855-221-5656, (TTY: 711), or Contact us.  You can also contact Member Services through our Aetna Better Health mobile app  or through the secure member portal . If you have questions or problems getting services, we are here to help. Lines are open 24 hours a day, 7 days a week.

Call Member Services at 1-855-221-5656, (TTY: 711), for a new Member ID card. You can also access your Member ID card through the Aetna Better Health mobile app or through the secure member portal

You will often hear the term PCP. Your PCP is the medical care provider who will manage your health care. Your PCP can be a doctor, nurse or clinic in the Aetna Better Health of Kansas network that provides your main health care. They will help you get all the covered services you need.

Your Member ID card will list the name and phone number of your PCP. This will be listed on the front of your Member ID card.

You need to choose a PCP that is in the Aetna Better Health of Kansas provider network. The provider directory has a list of PCPs to choose from in your area. Our online provider search directory is updated nightly and has the most current provider information.

  • Each eligible family member does not have to have the same PCP.
  • If you don’t pick a PCP, we will pick one for you.

Your PCP is an important part of your health care team. We want you and your doctor to work together. However you may change your PCP at any time for any reason. 

The following examples are some reasons you may want to change your PCP:

  • You want a male or a female doctor
  • You want a doctor who speaks your language
  • You may have found a doctor in our network that is closer to your home

If you want to choose or change your PCP to another doctor in our provider network, call Member Services at 1-855-221-5656, (TTY: 711). You can also change your PCP through the Aetna Better Health mobile app or through the secure member portal.

In most cases, the PCP change will happen on the same day as your request.

You will get a new Member ID card with the name of your new PCP.

Specialists are providers who treat special types of conditions. Your Primary Care Provider (PCP) can refer you to a specialist in the Aetna Better Health of Kansas network.

Day or night, your PCP or an on-call provider will tell you what to do. If the PCP is not in the office, leave a message with the answering service or the answering machine. Your PCP will return your call.

If you are having an emergency, you should ALWAYS call 911 or go to the nearest emergency room.

We also have a 24-hour nurse line available to help answer your questions. This number is available 24 hours a day, 7 days a week. Medical professionals staff this line. Call 1-855-221-5656, (TTY: 711) and listen for the option for the nurse line.

In a true emergency, call 911 or go to the nearest ER. Emergency care is only when you believe your health is in serious danger. Examples of emergency situations include:

  • Severe pain
  • Serious injury
  • Sudden illness
  • Illness that is quickly getting much worse
  • Heavy bleeding that doesn’t stop, especially if a member is pregnant 

Emergency services are available 24 hours a day, 7 days a week. If you are having an emergency, call 911 or go to the closest hospital. Even if you are out of the area, go to the closest hospital or call 911. The hospital does not have to be in our network for you to get care.

We use many contracted hospitals. Check the provider search. You can also call Member Services at 1-855-221-5656, (TTY: 711), to get a current list of our contracted hospitals.

Emergency services are available 24 hours a day, 7 days a week. If you are having an emergency, call 911 or go to the closest hospital. Even if you are out of the area, go to the closest hospital or call 911. The hospital does not have to be in our network for you to get care.

If you have an emergency, call 911 for an ambulance. Aetna Better Health of Kansas covers ambulance rides on the ground in a medical emergency for all members.

If you have an emergency and have no way to get to the hospital, call 911 for an ambulance.

Members can receive other transportation services through Aetna Better Health of Kansas. To find out more about getting a ride to your doctor visits, call Member Services at 1-855-221-5656, (TTY: 711).

If you get a bill, call the provider’s office. Give the staff your information. If you keep getting a bill, please call Member Services for help at 1-855-221-5656, (TTY: 711). You can also contact Member Services through our Aetna Better Health mobile app  or through the secure member portal

Pregnant women need special care. It’s important to get care early. If you’re pregnant, call Member Services at 1-855-221-5656, (TTY: 711), as soon as possible.