24 Hour Nurse Hotline (Healthline) 24/7/365:
The Healthline is a free service for MercyCare members to speak with a registered nurse 24/7, 365 days a year.
They will also be able to help you find the right doctor and obtain information on Mercyhealth services available to you.
MercyCare Health Plans, P.O. Box 550, Janesville, WI 53547-0550
MercyCare Health Plans, 580 N. Washington St, Janesville, WI 53548
Our service quality commitment
Service quality is the way we do business. Every MercyCare partner is committed to:
- Recognize that every partner within the company shares the responsibility for quality and quality improvement
- Create an environment whereby both internal and external customer expectations are met or exceeded
- Make incremental continuous improvements in every aspect of our work.
- Respond to every customer complaint with effective corrective action.
Our customer service department is available five days a week from 8:00 am to 4:30 pm Monday through Friday. When our staff is not available, we encourage our members to leave a message on our answering machine.
Our staff has been trained in all of our product lines, so you never have to worry about choosing a prompt in order to get the correct department. When you contact us, we know you are busy. Our goal is to assure you only need to call us once!
Please feel free to contact us for your change of address, change of phone number, other coverage change or to change your primary care physician. No paperwork is necessary (unless your employer requires you to follow other procedures). We can also help with claims inquiries, benefit or pharmacy questions. Our toll-free number is 1-(800) 895-2421.
Your Complaint Rights
MercyCare is committed to ensuring that all members’ concerns are handled in an appropriate and timely manner. We ensure that every member has the opportunity to express dissatisfaction with any aspect of our products.
Every MercyCare member has the right to contact our customer service department to address a concern. If you call MercyCare, our customer service representatives will research your concern and advise you of the outcome. Our toll-free number is 1-(800) 895-2421.
If you submit a concern in writing to MercyCare, we will offer you the opportunity to talk to a grievance committee member either in person, on the phone or via other technology. There will be at least one person on the committee that has MercyCare insurance, but is not an employee of MercyCare. At any time, you may submit in writing your grievance to MercyCare Insurance Company.
Your concerns are important to us. In order for us to improve the service we provide for you, it is essential that you voice your concerns so that we may identify areas requiring improvement.
Mercyhealth and MercyCare
If you receive a bill from Mercyhealth and do not understand what the amount represents, you may call either the number on the bill or MercyCare. You should ask for an explanation of the balance. The charges may be, but are not limited to, your co-pay, deductible, coinsurance, or non-covered charges.
If you feel that MercyCare has denied a charge in error, please ask to have the charge reviewed. If you have called Mercyhealth Physician Billing, they will contact us for a review.