Contact Us
If you have any questions about what we do or how we can help, please call the Acentra Health Customer Contact Center. We’re available from 8:00 AM to 7:00 PM Eastern Standard Time (EST), Monday through Friday. If you want to call outside of normal business hours or on holidays when Acentra Health is closed, you can leave a message and our Customer Service Representatives will return your call at the earliest opportunity.
Local Phone: dashicons-phone 804-622-8900 Toll-Free: dashicons-phone 1-888-827-2884
We are ready to assist you if you require support or program information in a language other than English. To place a TTY* call for the Deaf or Hard of Hearing, dial 711.
*A TTY (teletypewriter) is required at both ends of the conversation in order to communicate.
Acentra Health also has a Crisis Call Center available to you at dashicons-phone 833-683-0082. To place a TTY call for the Deaf or Hard of Hearing, dial 711.
Please note that Acentra Health will be closed on the following holidays:
- New Year’s Day (January 1st)
- Martin Luther King Jr. Day (January 19th)
- Memorial Day (May 25th)
- Juneteenth (June 19th)
- Independence Day (July 3rd – observed)
- Labor Day (September 7th)
- Veteran’s Day (November 11th)
- Thanksgiving Day (November 26th)
- Christmas Day (December 25th)
Need to troubleshoot an Atrezzo Next Generation (ANG) issue with a Customer Service Representative? Please call the numbers above or email dashicons-email ANGissues@acentra.com. For higher-level issues with Service Authorization submissions, contact our Provider Education and Outreach Coordinator at dashicons-email vaproviderissues@acentra.com. Please do not include Protected Health Information (PHI) in your email.
Reporting Fraud and Abuse
The Department of Medical Assistance Services’ (DMAS) Fraud and Abuse Referral Hotline is available for concerned citizens to report allegations related to inappropriate use of Medicaid benefits.
The Program Integrity Division at DMAS administers the hotline and ensures all suspected cases of Medicaid fraud and abuse are appropriately investigated. There are two methods for reporting these types of allegations:
Hotline: dashicons-phone 1-866-486-1971 Email: dashicons-email recipientfraud@dmas.virginia.gov
Filing a Complaint or Grievance
To report a Compliance or Human Resources concern or a potential privacy violation, please click here. You can also call our Acentra Health Customer Contact Center at the numbers below to speak directly with a Customer Service Representative about your concerns:
Local Phone: dashicons-phone 804-622-8900 Toll-Free: dashicons-phone 1-888-827-2884
Insurance Providers and DMAS Contacts
Please find contact information below for Virginia Insurance Providers and helpful DMAS hotlines:
DMAS Contacts
- Virginia Medicaid Web Portal Automated Response System (ARS): https://vamedicaid.dmas.virginia.gov
- Medicall (Audio Response System): dashicons-phone 1-800-884-9730 or 1-800-772-9996
- Provider Appeals: https://www.dmas.virginia.gov/appeals/
- Cardinal Care Managed Care: https://www.virginiamanagedcare.com/en
- PACE: https://www.dmas.virginia.gov/for-members/benefits-and-services/long-term-care/
- DMAS Provider Helpline: dashicons-phone 1-800-552-8627 or 804-786-6273
- DMAS Provider Enrollment:
- In-State: dashicons-phone 804-270-5105
- Out-of-State Toll Free: dashicons-phone 1-888-829-5373
- vamedicaidproviderenrollment@gainwelltechnologies.com
- DMAS Recipient Helpline: dashicons-phone 804-786-6145
- DMAS Transportation (Modivcare): transportation@dmas.virginia.gov
- Cover Virginia: dashicons-phone 1-855-242-8282
- Cover Virginia GAP Processing Unit: dashicons-phone 1-855-869-8190
Insurance Providers
- Aetna Better Health
- dashicons-phone 1-800-279-1878
- Fax: Med4/FAMIS (1-866-669-2454) and CCC Plus (1-855-661-1828)
- https://www.aetnabetterhealth.com/virginia/providers/index.html
- Anthem HealthKeepers Plus
- dashicons-phone 1-800-901-0020 or TTY: 711
- Fax: Inpatient (1-866-920-4095), Outpatient (1-800-964-3627), and LTTS (1-844-864-7853)
- http://www.anthem.com/
- Humana Healthy Horizons
- dashicons-phone 1-855-223-9868 or 1-844-881-4482 or TTY: 711
- Fax: 1-877-486-2621
- https://provider.humana.com/medicaid/virginia-medicaid
- Sentara Community Plan
- dashicons-phone 1-800-881-2166
- https://www.sentarahealthplans.com/providers
- United Healthcare
- dashicons-phone 1-844-284-0146
- http://www.uhcprovider.com/
- Prime Therapeutics
- dashicons-phone 1-800-932-6648
- https://www.virginiamedicaidpharmacyservices.com/