Frequently asked questions​

1. What plans does Empire Healthcare accept?

We partner with a wide range of health plans—including commercial, Medicare Advantage, and Medi-Cal options. If you're unsure whether your current plan is accepted, visit our "Network and Health Plans →" page or call our licensed enrollment team at (949) 375-7972. Licensed insurance professionals are available to guide you through the process.

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2. How do I choose or change my Primary Care Physician (PCP)?

Your PCP plays a key role in coordinating your care. Use our "Online provider search →" or give us a call at (949) 375-7972 to choose a PCP within Empire’s network. Want to change your PCP later? For enrollment assistance or Primary Care Physician (PCP) selection, call our licensed enrollment team at (949) 375-7972. Licensed insurance professionals are available to guide you through the process.

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3. What should I do in case of an emergency?

In an emergency, always call 911 or go to the nearest emergency room. Emergency services are covered, even out-of-network, to ensure your safety and peace of mind.
 

4. When will I receive my Member Welcome Packet and ID card?

After you’re enrolled, you’ll receive a welcome packet with important information—including your Member ID card, details about your PCP, benefits, and helpful resources.
 

5. What is the role of my PCP?

Your PCP is your healthcare advocate. They manage your preventive care, treat routine conditions, and coordinate referrals to specialists when needed—unless it’s an emergency.
 

6. How do I get a referral to a specialist?

If your PCP determines you need specialized care, they’ll submit a referral for you. Once approved, we'll notify you and send authorization details. Then you can make your appointment confidently.
 

8. How can I prepare for my appointment?

We recommend preparing the following in advance. This makes your visit more seamless and helpful.

• Bring your insurance card and a copy of your approved authorization 

• Write down why you're coming in and any symptoms

• Bring a list of current medications or questions for your doctor
   

9. How does Empire Healthcare support patient rights and language access?

You're entitled to clear information about your providers, services, and your medical care process. We also offer language assistance to ensure everyone receives care they can understand.
 

10. Who do I contact if I have questions or need assistance?

Call our Member Services team at 949-750-2058—we’re here to help with enrollment, PCP selection, referrals, portal access, or any concerns you may have. If you're enrolled in a senior or Medicare plan, dedicated concierge support is available as well.

 

For enrollment assistance or Primary Care Physician (PCP) selection, call our licensed enrollment team at (949) 375-7972. Licensed insurance professionals are available to guide you through the process.