Assistance With Medicaid Renewal & Eligibility Issues

by | Feb 15, 2026

February 15th, 2026

Medicaid Eligibility Escalation Routes:
Here is a contact list dated January 30, 2026 for assistance with Medicaid Eligibility Issues that need escalation.
Please click on this document with 3 separate contacts per region for initiating resolution to Medicaid Eligibility-related matters.
Please use these before contacting Rachel Patton, HHSC (Rachel.Patton@hhs.texas.gov).  You may also call your provider association for further help: (PPAT, PACSTX…)
In using these contacts, it is suggested that you email the appropriate regional IC mailbox for general questions related to Medicaid Eligibility and the other two contacts listed for your region for more time-sensitive and complex eligibility matters.  It is also suggested that you copy Ms. Patton on the time-sensitive and complex eligibility matters.
Here is a ppt handout:
Access and Eligibility Services
(AES) Operations: Medicaid Update
Rachel Patton –Associate Commissioner of AES Operations
This was presented at the SRAC IDD Redesign Committee Meeting on 2/5/26

June 7th, 2024

Reposted From February 22, 2024

What Can Providers Do When They Need Assistance With Medicaid Renewal & Eligibility Issues?

HHSC is constantly evaluating ways to be more efficient and improve the quality of the application review process, it was suggested that in addition to referring cases to Ms. Perez’s office (Gracie Perez, Access & Eligibility Services) at HHSC, providers needing emergency assistance are urged to contact the Regional Director in their area.

See list of the Regional Directors.

In addition to the list of Regional Directors, HHSC provided the information on a PowerPoint on the end of continuous Medicaid coverage or Medicaid Unwinding.

Actions You Can Take Now
-Download Ambassador Toolkit from https://www.hhs.texas.gov/services/health/coronavirus-covid-19/end-continuous-medicaid-coverage-ambassador-toolkit

-Visit www.hhs.texas.gov/update

-Email: update@hhs.texas.gov – Stakeholder Engagement Email

Join the Ambassador Program email list- Ambassador Program Contact List