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
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. | 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 | 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: | 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 | 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 | 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. | 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 | 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. | 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
| 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. 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. Email: AM Better Care Management | 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. 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: | |
| 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:
Fax completed Washington referral form to fax (833) 213-9312.
Electronically submit completed Washington referral form by registering for access to the online prior authorization tool.
To initiate registration, send an email to PMAC and include the following information:
| 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:
Fax completed Washington referral form to fax (833) 213-9312.
Electronically submit completed Washington referral form by registering for access to the online prior authorization tool.
To initiate registration, send an email to PMAC and include the following information:
| Call Cigna's Behavioral Program (800) 554-6931. If calling outside Monday-Friday, from 7:30am - 7pm CST, please follow the instructions below:
Fax completed Washington referral form to fax (833) 213-9312.
Electronically submit completed Washington referral form by registering for access to online prior authorization tool.
To initiate registration, send an email to PMAC and include the following information:
Call- (800) 554-6931 Fax- (833) 213-9312 Email- PMAC | Email: Denyse Bayer |
| Kaiser Foundation Health Plan of the Northwest | The Member will be contacted to be scheduled for an available same/next-day appointment, which could include telehealth vendor or in-person appointment. | M-F 8am-10pm, Saturday-Sunday 8am-8pm. Send referral tool to initiate NDA process. Business hour contact is by email. 988NDA-Requests-KPNW@kp.org | Dedicated crisis response team will contact member during the next business day hours to schedule the same/next-day appointment. | After hours, please send referral tool to: 988NDA-Requests-KPNW@kp.org to initiate NDA process. | To secure follow up tool submission, please email follow up tool to: 988NDA-Requests-KPNW@kp.org |
| 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 | 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. | 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. | 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 | 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 | 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. | 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. | 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 |