How to help patients get next-day mental health appointments

Under HB 1477, health insurance companies are required to offer next-day appointments for urgent behavioral health support and to assist members in scheduling these appointments. As a healthcare provider, you can help your patients access these next-day appointments by contacting their insurance companies and making a referral.

Companies, if you need to update your referral contact information, just send us a message.

Next-day appointment referral company contacts

Next-day appointment referral company contacts
Company	What to expect during business hours	Business hours contact information	What to expect after-hours	After Hours contact information	Follow up submissions
Aetna Life Insurance Company	Aetna's BH precert number is (800) 424-4047 and this takes callers directly to BH.	We have the ability to reach a live BH clinician 24/7 (800)-424-4047	During afterhours, the prompts on this number are very clear and it is the fastest route to get to a live clinician. Prompts: If you are a member and your call is related to an urgent mental health related inquiry press 4. It then states: For all medical/dental related services please call the customer service number on your member ID card. Then the prompt is: If you are experiencing a mental health crisis or calling on behalf of a member experiencing a mental health crisis, press 9. Caller is then directly routed to a live BH clinician	Call (800) 424-4047 and follow prompts as detailed in What will the person expect after hours	This can be faxed to (888) 463-1309. To stress, however, we prefer anything be faxed following the warm transfer of the member to our BH clinical line. We cannot rely strictly on faxed materials in order to assure members are connected with appointments in a timely manner.
Amerigroup- now Wellpoint WA	The call will be received by Member Services representatives. Member services will assist the member in referring to a next day appointment or transfer to our Care Management team for assistance.	M-F 8am- 5pm (833) 731-2167	Calls will be directed to a representative who will take information and refer to care management team for follow up. Crisis notification lists should be emailed to WA BHR referral	Follow prompts to speak to a representative or leave a voicemail for follow up the next business day. Information may also be sent to WA BHR referral for follow up on next business day (833) 731-2167	Email: WA BHR referral
Asuris Northwest Health	Will be directed to available next-day appointment, which could include telehealth vendor or in-person appointment.	M-F 5am-8pm, Saturday 8am-4:30pm (888) 367-2109	Option to leave voicemail (VM), dedicated customer service team listens and responds to VMs during the next business day hours.	Leave VM, customer service will follow-up next business day. (888) 367-2109	E-mail to specific customer service representative during NDA referral phone call.
BridgeSpan -Health Company	Will be directed to available next-day appointment, which could include telehealth vendor or in-person appointment.	M-F 5am-8pm, Saturday 8am-4:30pm (855) 857-9944	Option to leave voicemail (VM), dedicated customer service team listens and responds to VMs during the next business day hours.	Leave VM, customer service will follow-up next business day. (855) 857-9944	E-mail to specific customer service representative during NDA referral phone call.
Coordinated Care of Washington, Inc.	The call will be received by our Member Services representatives. The Member Services representatives will assist the member with NDA or will warm transfer the member to our Care Management team to assist the member with NDA.	M-F 8am-5pm Medicaid: (877) 664-4613 Foster care: (844) 354-9876 (follow prompts for Member Services to request a provider search for next day appt) Email: Care Management	Call is answered by our Crisis team who completes crisis form with detail and need for NDA for member. Daily crisis notification report sent to CCW CM email box:Care Management	BH-ASO to call the general line for either IMC or IFC and follow the prompts for Crisis Services; provide information to Crisis Service team that member needs a NDA and Crisis Services team will send form to CCW CM team for outreach and schedule NDA. Either via phone or email Phone: Medicaid (877) 644-4613 Foster Care (844) 354-9876 follow prompts for Crisis Services for next day appointment Email: Care Management	Email: Care Management
Coordinated Care Corporation	The call will be received by our Member Services representatives. The Member Services representatives will assist the member with NDA or will warm transfer the member to our Care Management team to assist the member with NDA.	M-F 8am-5pm The crisis line worker can contact us either via phone or email. Ambetter: (877) 687-1197 (follow prompts for Member Services to request a provider search for next day appt) Email: AM Better Care Management	Call is answered by our Crisis team who completes crisis form with detail and need for NDA for member. Daily crisis notification report sent to care management for follow-up.	BH-ASO to call the general line and follow the prompts for Crisis Services; provide information to Crisis Service team that member needs a NDA and Crisis Services team will send form to CCW CM team for outreach and schedule NDA. The crisis line worker can contact us either via phone or email Phone: Ambetter: (877) 687-1197 (follow prompts for Member Services to request a provider search for next day appt) Email: AM Better Care Management	Email: AM better Care Management
CHPW	Will connect people to their PCP and/or appropriate resource while working for longer term services.	24/7 (866) 418-7004 or for emergent requests (800) 440-1561		Same as Business Hours (866) 418-7004 or for emergent requests (800) 440-1561	Email to either: Melissa Covarrubias or Shannon Baker
Cigna Health and Life Insurance Company- Evernorth Behavioral Health	Call Cigna's Behavioral Program (800) 554-6931. If calling Monday-Friday, from 7:30am - 7pm CST, please follow the instructions below: When prompted, press 3 for Health Care Professional When asked, press 1 to indicate this is for a behavioral plan When asked for the nature of the call, say Authorization When asked if this is to request a new authorization, say Yes When asked if this is for inpatient or a higher level of care, say No When asked for your TAXID number, say I don't have it You'll reach a person advocate who will be able to help you coordinate a new day appointment. Fax completed Washington referral form to fax (833) 213-9312. Please indicate if a telehealth appointment may be appropriate/acceptable. 988 Provider or customer will receive a call back from an Evernorth Behavioral Health Triage Team member within two hours. Electronically submit completed Washington referral form by registering for access to the online prior authorization tool. Please indicate if a telehealth appointment may be appropriate/acceptable. 988 Provider or customer will receive a call back from an Evernorth Behavioral Health Triage team member within two hours. To initiate registration, send an email to PMAC and include the following information: State WA 988 Crisis Provider/Facility Provider of facility name Mailing address Email address Contact name Contact telephone number	Call - Monday-Friday, from 7:30am -7pm CST Fax - 24/7 Email - 24/7 Call: (800) 554-6931 Fax: (833) 213-9312 Email: PMAC	Call Cigna's Behavioral Program (800) 554-6931. If calling outside Monday-Friday, from 7:30am - 7pm CST, please follow the instructions below: When prompted, press 3 for Health Care Professional When asked, press 1 to indicate that this is a behavioral plan When asked for the nature of the call, say Authorization When asked if this is to request a new authorization, say Yes When asked if this is for inpatient or higher level of care, say Yes You'll reach a personal advocate who will be able to help you coordinate a new day appointment Fax completed Washington referral form to fax (833) 213-9312. Please indicate if a telehealth appointment may be appropriate/acceptable 988 Provider or customer will receive a call back from an Evernorth Behavioral Health Triage Team member within two hours Electronically submit completed Washington referral form by registering for access to the online prior authorization tool. Please indicate if a telehealth appointment may be appropriate/acceptable 988 Provider or customer will receive a call back from Evernorth Behavioral Health Triage Team member within two hours. To initiate registration, send an email to PMAC and include the following information: State WA 988 Crisis Provider/Facility Provider of facility name Mailing address Email address Contact name Contact telephone number	Call Cigna's Behavioral Program (800) 554-6931. If calling outside Monday-Friday, from 7:30am - 7pm CST, please follow the instructions below: When prompted, press 3 for Health Care Professional When asked, press 1 to indicate that this is a behavioral plan When asked for the nature of the call, say Authorization When asked if this is to request a new authorization, say Yes When asked if this is for inpatient or higher level of care, say Yes You'll reach a personal advocate who will be able to help you coordinate a new day appointment Fax completed Washington referral form to fax (833) 213-9312. Please indicate if a telehealth appointment may be appropriate/acceptable 988 Provider or customer will receive a call back from an Evernorth Behavioral Health Triage Team member within two hours Electronically submit completed Washington referral form by registering for access to online prior authorization tool. Please indicate if telehealth appointment may be appropriate/acceptable 988 Provider or customer will receive a call back from Evernorth Behavioral Health Triage Team member within two hours. To initiate registration, send an email to PMAC and include the following information: State WA 988 Crisis Provider/Facility Provider of facility name Mailing address Email address Contact name Contact telephone number Call- (800) 554-6931 Fax- (833) 213-9312 Email- PMAC	Email: Denyse Bayer
Kaiser Foundation Health Plan of the Northwest	Please send referral form via secure email vs. warm transfer.	Send referral tool to initiate NDA process.	Send referral tool to initiate NDA process.	Send referral tool to initiate NDA process.	Send referral tool to initiate NDA process.
Kaiser Foundation Health Plan of Washington and Kaiser Foundation Health Plan of Washington Options, Inc.	During business hours, crisis centers may contact the Mental Health Access Center (MHAC) for warm hand-off/transfer.	M-F 8am - 5pm (800) 287-2680 or (206) 630-1680	After hours, crisis call centers will need to refer to Consulting Nurse Services which is available 24-hours. MHAC will work with Consulting Nurse Services on plan for care.	Available 24-hours. (800) 297-6877 or (206) 901-2247	Ideal to send through OneHealthPort but still questions around what will this look like if transmitted through OneHealthPort.
Molina Healthcare of Washington	Member calls Call Center and requests a next day appt. Call Center rep enters it into the system and sends an email to appropriate department. Case Manager receives and reviews call notes and reaches out to member in their preferred method, and within one business day of call.	Call Center hours are 7:30am-6:30pm, Case Manager hours are 8am-5pm (800) 869-7165	After hours our Nurse Advise Line team can help members find providers and then our Case Managers will review and connect with the enrollee the following business day to assist in establishing care.	When calling Molina after hours, our enrollees will hear the following "If this is an emergency please hang up and call 911. Call your PCP if you think you need urgent medical care. If you cannot reach your PCP or the practitioner/provider on-call, call the Molina Healthcare 24-Hour Nurse Advise Line. Call (844) 800-5155 for an English-speaking representative. Call (866) 648-3537 for a Spanish-speaking representative." (844) 800-5155 for English-speaking representative or (866) 648-3537 for Spanish-speaking representative.
Pacific Source	Telehealth based services and network of behavioral health services.	(888) 977-9299		Send referral tool to initiate NDA process. Plan to follow up next business day. Email: CS Pacific Source	Email: CS Pacific Source
Premera	Telehealth based services and network of behavioral health services.	M-F 8am-7pm, Saturday 9am-1pm (888) 742-1479	988 to send referral tool to initiate NDA process. Plan to follow-up with member/988 next business day.	Send referral tool to initiate NDA process. Plan to follow up next business day. Email: Case Management	Email: Case Management
Providence Health Plan	The caller will be greeted by an automated voice. The caller must follow the prompts to then be routed to a representative.	24/7 (800) 878-4445	During afterhours, a member who selects prompt ‘3’ for Behavioral Health will be automatically routed to Carelon Behavioral Health who manages the after-hours behavioral health line for Providence Health Plan. The member will be connected with a live person to discuss the need for an NDA. A request notification will be routed to the daytime behavioral health team for follow-up.	Call (800) 878-4445 and select option 3 for Behavioral Health.	Follow up can be emailed to PHP HCS Behavioral Health
Regence	Will be directed to available next-day appointment, which could include telehealth vendor or in-person appointment.	M-F 5am-8pm, Saturday 8am-4:30pm (888) 367-2112	Option to leave voicemail (VM), dedicated customer service team listens and responds to VMs during the next business day hours.	Leave VM, customer service will follow-up next business day. (888) 367-2112	E-mail to specific customer service representative during NDA referral phone call.
United Health Care	Unclear how the 988 Center will contact UHC behavioral. Assumption: The 988 Counselor will warm transfer the member to UHC behavioral. UHC behavioral gather relevant information from the 988 counselor during the transfer. UHC behavioral will confirm member detail and begin the search for a next day appointment.	5am-5pm Pacific Time. Prefer the behavioral phone number on the back of the member's insurance card. If this is not available, call: (800) 888-2998, select the Crisis/Behavioral Health Emergency option.	Unclear how the 988 Center will contact UHC behavioral. Assumption: The 988 Counselor will warm transfer the member to the UHC behavioral. UHC behavioral will gather relevant information from the 988 counselor during the transfer. UHC behavioral will confirm member detail and submit a request for an appointment to be found the next business day. If the member is in crisis, the care advocate will direct the member to a clinic or facility for a crisis assessment.	Working toward developing a centralized repository for the 988 tool information from the 988 counselors. This process will be in place by the time the tool is complete.	TBD

Next-day appointment referral company contacts

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