Frequently Asked Questions

Here is a list of common questions that Family Health Network (FHN) has heard from members like you. Please give us a call if you have a question that’s not answered here.

Medical Bills

FAQ Family Health NetworkQuestion:
What do I do if I get a bill?

Answer:
DO NOT PAY THE BILL. Sometimes the provider does not get all the right information to properly bill FHN. Call the phone number on the bill and give them the FHN information on the back of your FHN ID card. If you have any problems, call Member Services right away.

Medical Card

Question:
Why do I need a Family Health Network (FHN) ID Card and an Illinois Department of Healthcare and Family Services (HFS) Medical Card?

Answer:
Your FHN ID Card has your doctor’s information, Member Services and important phone numbers. It tells your providers that you are an FHN Member. Your HFS card is important because it proves you qualify for Medical Assistance through the State. Always keep both cards with you.

Question:
What do I do if I lose my FHN member ID card?

Answer:
Call Member Services and request a new card. They will send you a new ID card for free.

Co-Payments

Question:
Do I have a co-payment with FHN?

Answer:
NO. You do not need to make a co-payment for any medical visit. If you do pay a co-pay, FHN WILL PAY YOU BACK.

Medical Home

Question:
Do I have to pick a healthcare plan?

Answer:
Yes. The State of Illinois has decided that all people with an HFS or All Kids medical card MUST pick a Medical Home. Family Health Network (FHN) can be your Medical Home. FHN will provide you with all your basic medical needs, plus extra benefits. If you do not sign up with FHN or another plan, the State will pick a Medical Home for you.

Question:
Why do I need a Medical Home?

Answer:
A Medical Home is a doctor or clinic that will take care of your primary medical needs. Your Medical Home will have all of your medical history records. It will provide you with a doctor that will get to know you and your family. If you pick FHN as your Medical Home, you will get the great care you deserve.

Question:
What if my doctor’s office is closed when I need care?

Answer:
If you need to make an appointment to see your doctor, you can call the office the next business day. Call your doctor right away if you need urgent care. If you have an emergency, call 911 or go to the nearest emergency room. You can also call our Health Information Line with any health questions and talk to a nurse for free. The phone number to call is 1-888-346-4968.

Your Doctor

FAQ Family Health Network

Question:
Can I change doctors?

Answer:
Yes. If you want to change your doctor you can call Member Services and ask for a new doctor. They will help you find a doctor that is part of the Family Health Network. You can change your doctor once a month.

Question:
Why should I choose a FHN doctor?

Answer:
Family Health Network offers thousands of doctors to care for you and your family. You may choose any one of these highly skilled doctors. FHN carefully chooses doctors to be in the network. We look at their background, their experience and their credentials. And we use a screening process to make sure each doctor is qualified.

Question:
Can I keep the doctor I already have?

Answer:
Yes. If your doctor is currently part of the Family Health Network, you can choose the same doctor.

Question:
What is the advantage of staying with one doctor?

Answer:
If you stay with one doctor over time, he or she will become your partner in health. You will see your doctor for regular checkups, sick visits, immunizations, pregnancy care and more. Your doctor will get to know you and your family and your individual medical histories and needs. He or she will listen to your concerns, explain things to you and work with you to keep you healthy. FHN will provide you with a family doctor that will give you top quality care.

Emergency

Question:
Which hospital can I go to in case of an emergency?

Answer:
If you have a serious emergency, you can go to any hospital emergency room. Serious emergencies include bleeding that won’t stop, extreme pain, chest pain, severe burns, poisoning, extreme bodily shaking, broken bones, throwing up blood, miscarriage, and/or loss of consciousness or passing out.

Attention ProvidersBehavioral Health

Important updates about behavioral health services that will impact providers. Effective June 1, 2016, FHN will contract with Behavior Health Specialist directly. Click below for more information

 Provider Notice                                              FAQs        

Member Services

If you have a question about your health plan, please call Member Services.  Hours are 8 a.m. to 5 p.m. Monday through Friday and 9 a.m. to 1 p.m. Saturday.


Si tiene preguntas sobre su plan de salud, por favor llame a la línea de Atención a Miembros Participantes. Horario de 8 a.m. a 5 p.m. de Lunes a Viernes y Sábado de 9 a.m. a 1 p.m.

1-888-FHN-4YOU
(346-4968)
TTY: 711

FLU Season

Flu season begins in October and lasts as late as May. Talk to your doctor about getting a FREE flu shot today.

Click here for more information

Service Area

FHN serves people living in the Chicago area: including Cook, DuPage, Kane, Kankakee, Lake and Will Counties.

Service outside of our Service Area

If you are not in our service area and you need care but it is not an emergency, please call us at 1-888-346-4968 TTY: 711. We will work with you to help you get the care and services you need. When FHN helps to arrange non-emergency services for you outside its service area, we will cover the cost. If you get services outside of our coverage area, we may not pay for those services.
If you are not in our service area and you need emergency care, call 911 or go to the nearest hospital.