Frequently Asked Questions

Turquoise Care is New Mexico's Medicaid managed care program. Medicaid members are enrolled with a managed care organization (MCO). Blue Cross and Blue Shield of New Mexico is one of the MCOs that offers Medicaid health plans. 

To learn more about Turquoise Care, visit the New Mexico Health Care Authority (HCA) website.

With this plan, you choose a primary care provider (PCP) from our statewide provider network. Your PCP will work with you to determine your health care needs. Your PCP will be the doctor who knows your health care needs the best.

BCBSNM pays providers for Covered Services. This is at no charge to you. You do not have to meet a deductible. You do not have to fill out claim forms when you see an in-network provider. Check your benefit information for details.

Virtual care is also known as telehealth. It lets you connect with a health care provider using online video or phone calls. If it’s hard to visit your doctor in person, virtual care is an option. BCBSNM offers 2 ways to access virtual care:

• Virtual PCP by Galileo^®1 lets you set up regular visits online for routine care or when issues come up. 
• Virtual Visits by MDLIVE^®2 lets you speak with a doctor or therapist 24 hours a day, 7 days a week for urgent care.

Learn about Virtual Care.

Call BCBSNM Member Services at 1-866-689-1523 (TTY: 711) to ask for a new ID card. It will take up to two weeks to receive a new card. If you need a temporary ID card while you wait for your new card, you can print a letter to give to your provider. Just log in to Blue Access for Members℠. Go to My Coverage. Click on Member ID Card to print out a temporary ID. You can also access your digital member ID card or request a new member ID card online.

Call BCBSNM Member Services toll-free at 1-866-689-1523 from 8 a.m. to 5 p.m. MT, Monday through Friday. Member Services is closed Saturdays and Sundays and the following holidays: New Year's Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day and Christmas. If you call after hours, leave a message. We will return your call the next business day. Please have your ID card when you call. Members with hearing or speech loss can call the TTY/TDD line at 711. You may also email your questions to Member Services.

A provider is a licensed doctor, facility, or health care professional. Your PCP is a provider. Providers offer medical products and services to health plan members.

An in-network provider is a health care professional or a facility that is contracted with BCBSNM to provide services to Turquoise Care members. Sometimes called a "participating provider."

An out-of-network provider is a health care professional or a facility that is not contracted with BCBSNM. Sometimes called a "non-participating provider."

Your PCP works with you for all your health care needs. Please call your PCP when you have a health need.

Your PCP knows you best. Your PCP knows your medical history. They also know your present state of health. Knowing this helps your PCP make the best decisions when you need medical care. Your PCP can also help arrange visits to specialists.

Call your PCP to learn how to get care. If your PCP is not available, he or she will let you know how to access another doctor. You can also get care virtually.

Learn more about virtual care.

If you are new to the plan and need to choose a PCP, you can:

• Fill out the PCP Selection Form and mail it to us
• Log in to Blue Access for Members℠ and go to My Health > Find Care. Click on “Select PCP.” 
• Call BCBSNM Member Services at 1-866-689-1523 (TTY: 711)

If you would like to change your current PCP, you can:

• Log in to Blue Access for Members and go to My Health > Find Care. Under your current PCP information, click on “Change PCP.” 
• Call BCBSNM Member Services at 1-866-689-1523 (TTY: 711)

If your PCP or medical group leaves the network, a letter will be mailed to you. To choose a new PCP, please call BCBSNM Member Services. Use the toll-free number on your member ID card, 1-866-689-1523 (TTY: 711).

Some services require approval from BCBSNM. This approval is called “prior authorization.” If BCBSNM does not approve the services, the costs will not be covered (paid) by BCBSNM. You and your provider can still decide to get the services, but you may have to pay for them.

Approval from BCBSNM is required before:

• You are admitted to a hospital for an inpatient procedure
• You receive any of the services listed as needing approval
• You visit a provider that is not in our provider network

To request approval, you or your provider must call BCBSNM Health Services. Call 1-877-232-5518, Monday through Friday, 8 a.m. to 5 p.m. MT. In-network providers know which services need to be approved and they will ask BCBSNM for you. Out-of-network providers may not.

If you are a Native American member, you do not need approval to visit Indian Health Service, Tribal, and Urban Indian providers (all together referred to as "I/T/U"). For services from a non-ITU provider, approvals are required for Native American members. Call 1-877-232-5518 (TTY: 711) to ask if those services need prior authorization.

Check the list of services requiring approval

Yes. You can get a second opinion for any procedure or treatment. Your doctor can recommend a specialist. You or your doctor can call BCBSNM for assistance. You must get your second opinion from providers who are in the BCBSNM network or get a prior authorization from BCBSNM to see a provider outside the network.

No. But please make sure the specialist is in the BCBSNM network. Also see if the services are covered by your plan before you make an appointment. Otherwise, you will have to pay the costs of services not covered. Even if you don’t need a referral for some services with specialists, you may need prior approval. Ask your PCP. Your PCP knows your medical history. Your PCP is best qualified to help arrange your medical care. This includes visits to specialists.

An emergency is a sudden medical condition with severe symptoms. These symptoms can include intense pain. Without immediate medical help, your health and life could be in danger. Emergency conditions can damage bodily functions. They can cause serious injury to body organs or parts. Examples of emergencies are:

• Heart attack
• Stroke
• Bad chest pain or other pain that does not go away
• Hard time breathing
• Bleeding that does not stop
• Loss of consciousness (passing out)
• Seizures
• Poisoning or drug overdose
• Severe burns
• Serious injury from an accident or fall
• Broken bones
• Injured eye or sudden loss of eyesight
• Feelings of wanting to hurt yourself or others

Services received in an emergency room (ER) or other trauma center must meet the definition of "emergency" to be covered. Services received in a doctor's office or urgent care facility are not considered emergencies.

Check the Member Handbook for guidelines on emergency care coverage.

BCBSNM wants to help make sure you get proper care in an emergency. Here's what you need to do:

• In an emergency, if you can do so safely, go to the nearest hospital or trauma center.
• You can call "911" or other community emergency resources for help in an emergency.
• You do not need approval for emergency services.
• Please call BCBSNM within 48 hours of the admission. Our toll-free number is on the back of your member ID card, 1-866-689-1523 (TTY: 711).
• Call your PCP as soon as possible after receiving emergency care or being admitted as an inpatient. Do this so your PCP can arrange for follow-up care.

Note: Members who use an emergency room when it is not necessary may be responsible for paying an emergency room copayment.

If you are traveling and need emergency care, call “911.” Or if you can do so safely, go to the nearest emergency room or trauma center. When you return home, call your PCP or Care Coordinator to arrange follow-up care.

Urgent care is medical treatment for a condition that is not life-threatening. The condition requires prompt medical attention to prevent serious health problems. If you need advice, you can call our toll-free 24/7 Nurseline at 1-877-213-2567 (TTY: 711). Check the Member Handbook for guidelines on what urgent care is covered.

You can also speak with a doctor or therapist 24 hours a day, 7 days a week virtually for urgent care. A virtual visit can cost less than going to an urgent care center or emergency room.

Learn about Virtual Visits.

Sometimes you don’t have an emergency condition but feel you need medical attention quickly. If so, go to an urgent care clinic in our network. You can also call our toll-free 24/7 Nurseline at 1-877-213-2567 (TTY: 711).

Note: Your wait time at urgent care may be shorter than if you go to an emergency room. It’s important to save the ER for emergencies.

Call Modivcare^®3 to arrange a ride. They are open Monday through Friday 8 a.m. - 5 p.m. Mountain Time (MT). They are closed on weekends and holidays. You must call at least 3 business days before your appointment. An example of routine transportation is a regularly scheduled visit to see your Primary Care Provider (PCP). To schedule a ride, call 1-866-913-4342 (TTY: 1-866-288-3133). This call is toll-free.

BCBSNM members can be reimbursed for mileage when driving their own car. They must be driving to receive covered services. They need to get prior approval for these trips.  Mileage is reimbursed based on the BCBSNM reimbursement rate. This rate is for a round trip from the member’s home to the health care provider’s office or facility. Modivcare can provide details about mileage limits.

For answers to other FAQs about transportation, visit the Transportation page.

Please refer to Drug Coverage for information. You can also learn more about your prescription drug coverage on the drug FAQs page.