Medi-Cal Program FAQs

Health Care Options (HCO) handles enrollment for Blue Shield Promise Medi-Cal. On our Medi-Cal prospects page, you can:

• Learn more about how to enroll
• Read eligibility guidelines
• Read enrollment instructions

Our Customer Services agents are available to assist you 8 a.m. – 6 p.m. PT, Monday through Friday at:  

  Los Angeles:(800) 605-2566 (TTY: 711)
  San Diego: (855) 699-5557 (TTY: 711)
  Email Customer Service

Our member agents speak English, Spanish, Chinese, Armenian, and Russian, among other languages. If you speak another language, we will help you with our interpreters.

When you become a member of Blue Shield Promise Medi-Cal, you will get a welcome packet and your Blue Shield Promise Medi-Cal ID card within the first seven (7) days you are eligible. The two items will come in separate envelopes.

If you need a new Blue Shield Promise Medi-Cal ID card, call Customer Services and they will send you a new one. You should get your new card within 7 to 10 business days.

Customer Service agents are available to assist you 8 a.m. – 6 p.m. PT, Monday through Friday at:  

  Los Angeles: (800) 605-2556 (TTY: 711)
  San Diego: (855) 699-5557 (TTY: 711)

You can also ask for a new ID card online. or through the Blue Shield app on the Apple®  Store or Google Play^TM.  Create an online account at blueshieldca.com/register.

To update your address, you must call both your local county social services office and Blue Shield Promise Medi-Cal Customer Service. 

Los Angeles County Department of Public Social Services:
  (866) 613-3777 [TTY: (800) 660-4026], 7:30 a.m. to 5:30 p.m. PT, Monday through Friday.

San Diego County Health and Human Services Agency:
  (866) 262-9881 [TTY: (619) 589-4459], 7 a.m. to 5 p.m. PT, Monday through Friday.

If you move outside of the county, but still live in California, call your eligibility worker right away. This is the person at your local county social services office who can help you. They can help you find out what Medi-Cal services are available in your new community.

Los Angeles County Department of Public Social Services:
  (866) 613-3777 [TTY: (800) 660-4026], 7:30 a.m. to 5:30 p.m. PT, Monday through Friday.

San Diego County Health and Human Services Agency:
  (866) 262-9881 [TTY: (619) 589-4459], 7 a.m. – 5 p.m. PT, Monday through Friday.

You can change your primary care provider at any time by calling our Customer Service department or through your Blue Shield online account. Create an online account at blueshieldca.com/register. You can also download the Blue Shield app on the Apple®  Store or Google Play^TM.

It may take up to 30 days for the PCP change to take effect.

Customer Service agents are available to assist you 8 a.m. – 6 p.m. PT, Monday through Friday at:  

  Los Angeles:  (800) 605-2556 (TTY: 711)

  San Diego: (855) 699-5557 (TTY: 711)

If you need to see a specialist, your primary care provider (PCP) will refer you. The services must be approved before you receive them. This is also known as a referral.

See the healthcare services that do not require a referral or prior authorization.

You can also see the “Benefits and Services” section in your Member Handbook (Evidence of Coverage) for a complete list.

You are eligible to receive mental health services. Find more information about how to get mental health services.

As a member, you are eligible for transportation services to all Medi-Cal services. Some restrictions may apply. Please visit the transportation page for further information.

If you have an emergency when you are not in our service area, you can go to the nearest emergency facility (doctor’s office, clinic, or hospital). Emergency services do not need an okay from your primary care provider.

You can get urgent or emergency care anywhere in the United States, Canada, or Mexico when you need it.

If you are a Medi-Cal member and you are eligible for Medicare, it is important you know that Medicare is your primary insurance. Blue Shield of California Health Plan also offers Medicare coverage. If you are interested in combining your benefits into our Blue Shield TotalDual plan (HMO D-SNP), please call Customer Service for more information on the additional benefits available.

  Phone: (800) 488-8000 (TTY: 711), 8 a.m. to 8 p.m. PT, Monday through Friday.

Or visit the Blue Shield of California's Dual Special Needs Plan (D-SNP) website.

You should not get a bill for any covered services. If you do, please call Blue Shield Promise Medi-Cal Customer Service.

  Los Angeles: (800) 605-2556 (TTY: 711), 8 a.m. to 6 p.m. PT, Monday through Friday.
  San Diego: (855) 699-5557 (TTY: 711), 8 a.m. to 6 p.m. PT, Monday through Friday.

There are federal and state laws that protect the privacy of your medical records and personal health information. We protect your personal health information under these laws. Any personal health information that you give us when you enroll in this plan is protected. We ensure that unauthorized people don’t see or change your records. Learn more about our privacy policies. 

If you have questions or concerns about privacy of your personal information and medical records, please call Blue Shield Promise Medi-Cal Customer Service.

  Phone: Los Angeles: (800) 605-2556 (TTY: 711), 8 a.m. to 6 p.m. PT, Monday through Friday.
  Phone: San Diego: (855) 699-5557 (TTY: 711), 8 a.m. to 6 p.m. PT, Monday through Friday.