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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
CMHSP and PIHP Customer Services Representatives
PIHP Customer Services Standards
CS Template #1: Confidentiality and Family Access to Information
CS Template #2: Coordination of Care
CS Template #3: Emergency and After-Hours Access to Services
CS Template #4 – Glossary or Definition of Terms
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
CS Template #9: Recipient Rights
CS Template #10: Recovery and Resiliency
CS Template #11: Service Array