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Customer Services

All of Michigan's pre-paid inpatient health plans (PIHPs) that manage the Medicaid mental health, developmental disabilities and substance abuse treatment benefits are required by contract to have a customer services unit. It is the function of the customer services unit to be the front door of the PIHP and to convey an atmosphere that is welcoming, helpful, and informative. In 2006, MDCH developed customer services standards, customer handbook standard language (including a descriptive list of all Medicaid mental health, developmental disability and substance abuse treatment covered services), and a training curriculum for PIHP customer services staff.

Medicaid Customer Services Hotline: 1-800-642-3195 / Behavioral & Physical Health and Aging Services Administration Customer Services: 1-844-275-6324.

Updated April 30, 2024, unless otherwise noted below.

CMHSP and PIHP Customer Services Representatives

PIHP Customer Services Standards (Updated 12/17/2025)

CS Template #1: Confidentiality and Family Access to Information (Updated 10/17/2025)

CS Template #2: Coordination of Care 

CS Template #3: Emergency and After-Hours Access to Services (Updated 10/17/2025)

CS Template #4 – Glossary or Definition of Terms (Updated 10/17/2025)

CS Template #5: Grievance and Appeals Processes

CS Template #6 – Language Assistance and Accommodations

CS Template #7: Payment for Services

CS Template #8: Person-Centered Planning (Updated 10/17/2025)

CS Template #9: Recipient Rights

CS Template #10: Recovery and Resiliency

CS Template #11: Service Array (Updated 10/17/2025)

CS Template #12: Service Authorization

CS Template #13: Tag Lines (Updated 10/17/2025)

CS Template #14: Fraud, Waste and Abuse