Skip to main content

NC Medicaid Behavioral Health and Intellectual/Developmental Disabilities Tailored Plans will launch July 1, 2024. Choice period ends on May 15, 2024. Please call to select your PCP. Find PCPs available in our health plan.

Effective February 1, 2024, citizens of Harnett County are being served by Alliance Health. Access more information for or for providers.

Website Search

Use the search function below to search AllianceHealthPlan.org

Filter content by audience:

Grievances Policies and Processes

If you are unhappy or have a complaint, you may talk with your primary care provider, and you may call Member and Recipient Services at 800-510-9132.

If you have problems with your LME/MCO, you can file a grievance.

We hope Alliance Health serves you well. If you are unhappy or have a complaint, you may talk with your PCP. You may also call Member and Recipient Services at 800-510-9132 or write to:

Alliance Health
Quality Management Department
Attn: Complaints and Grievances
5200 W. Paramount Parkway, Suite 200
Morrisville, NC 27560

By email:
[email protected]

A grievance and a complaint are the same thing. Contacting us with a grievance means that you are unhappy with your LME/MCO, provider or your behavioral health services. Most problems like this can be solved right away. Whether we solve your problem right away or need to do some work, we will record your call, your problem and our solution. We will inform you that we have received your grievance in writing. We will also send you a written notice when we have finished working on your grievance.

You can ask a family member, a friend, your provider or a legal representative to help you with your complaint or complaint process. If you need our help because of a hearing or vision impairment, or if you need translation services or help filling out any forms, we can help you. We can also help you fill out the form and understand the steps of the grievance process.

You can contact us by phone or in writing at any time:

  • Phone: Call Member Services at 800-510-9132, 24 hours a day, 7 days a week. After business hours, you may leave a message and we will contact you during the next business day.
  • Mail: Write to us with your complaint at:
    Alliance Health
    Quality Management Department
    Attn: Complaints and Grievances
    5200 W. Paramount Parkway, Suite 200
    Morrisville, NC 27560
  • Email: [email protected]

Resolving Your Grievance

When grievances are received, we ensure that the person or people addressing the grievance have not been involved in any previous level of decision-making related to the grievance. Grievances involving medical care are reviewed by Alliance Health Clinical Quality Review committee. If there is reasonable cause to believe that an adult with a disability, a child or an adolescent may be abused, neglected or exploited, Alliance Health will contact the Department of Social Services.

We will let you know in writing that we got your grievance within 5 days of receiving it.

We will initially attempt to resolve the issue through informal discussions to reach an agreement. We will not try to influence, limit, or interfere with your rights or decisions about a grievance. As part of the resolution process, we may:

  • Offer a member alternative services
  • Engage you and/or your provider in educational or clinical discussions
  • Engage in informal attempts to resolve the issues

We will review your complaint and tell you in writing how we resolved it within 30 days of receiving your complaint. If your grievance is about your request for an expedited (faster) appeal, we will tell you in writing how we resolved it within 5 days of getting your complaint.

You may also contact the NCDHHS Customer Service and Community Rights team at 984-236-5300 or toll-free at 855-262-1946 if you are not satisfied with the resolution of your grievance.

All grievances are processed in compliance with Alliance procedure #6503: Management and Investigations of Grievances.

This page was last reviewed for accuracy on 02/17/2023