Provider FAQs

Provider FAQs

How do I become a Dell Children’s Health Plan Provider?​​

Anyone who provides services covered by Dell Children’s Health Plan may apply to be contracted. However, applying does not always mean you will receive a contract. All requests are looked at to make sure members can work with quality providers in the network. Providers can apply by emailing shpnetworkdevelopment@seton.org.

Where can I find the provider manual?
Where can I find training materials for new providers?

Please check our Training page to find training materials. You can also register for upcoming provider training webinars by contacting Provider Relations.

Where can I find prior authorization forms for behavioral health?​

Providers can access the prior authorization forms and other downloadable forms at www.magellanhealth.com.

Where can I find prior authorization forms for all other services?​

Providers can access the prior authorization forms and other downloadable forms here or email SHPProviderServices@seton.org.

How do I verify patient eligibility, claims status and referral status?

Dell Children’s Health Plan providers can use a web-based self-service application through the provider portal. This lets providers check patient eligibility, claims status, authorization submission and authorization status.

If you would like to create an account, please register here for the provider portal.

Why can’t I see a provider in my practice on the online directory?
  • The provider’s information may not have been submitted yet.
  • The provider has been linked to the site but the Provider Directory has not been updated yet.
  • The application has not yet been received OR is currently undergoing credentialing.

If you have questions about the online directory, please contact Provider Engagement.

Who do I contact to update changes for a provider or practice?

Please contact Provider Relations at SHPProviderServices@seton.org to make any changes to a provider’s address, phone number, group affiliation or other updates.

Who do I contact if I have questions regarding my Dell Children’s Health Plan contract?
Please contact Network Contracting by email at shpnetworkdevelopment@seton.org or call 512-324-3125, option 5.
Who do I contact about Dell Children’s Health Plan’s day-to-day operational questions?
Providers can email us at SHPProviderServices@seton.org.
Who do I contact about claims questions?
For claims-related questions, contact Provider Services at 1-844-781-2343 or by email at shpproviderservices@seton.org.
Who do I contact about member questions?
Questions regarding Dell Children’s Health Plan members should be directed to Member Services at 1-855-921-6284.
Who do I contact regarding a complaint?

Dell Children’s Health Plan values your feedback. Dell Children’s Health Plan accepts provider complaints orally, as well as via mail, fax and email. Oral complaints may be submitted through Provider Services at 1-844-781-2343 or through local Provider Relations representatives. Written provider complaints should be mailed to the following address:

Dell Children’s Health Plan
1345 Philomena St., Suite 305
Austin, Texas 78723

Written complaints can also be sent to the attention of the Provider Relations or faxed to 512-380-7547. Complaints may also be sent in a secure email to dchpcomplaints@ascension.org.

If a provider is not satisfied with the resolution of the complaint by Dell Children’s Health Plan, a complaint may be submitted to the Health and Human Services Commission.

After hours locations

You can also view a list of urgent care and after hours locations here.

Urgent care centers

You can also view a list of urgent care and after hours locations here.