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Behavioral health services by plan

Each plan's carrier provides access to behavioral health services. Based on your plan, find the mental health and substance use disorder (SUD) treatment services available and learn how to access them.

Kaiser Permanente NW (KPNW) plans

What if my need is urgent?

KPNW has urgent appointments available as well as a 24-hour crisis line for support and emergent needs. 

What if I want/need medication? 

  • Mental health services: If you have never been on medications for depression/anxiety, start with your primary care doctor who can help and prescribe medications. If you feel you need more specialty medication help, your primary care doctor can refer you to a psychiatrist. 
  • Substance use disorder (SUD) services: KPNW provides medications for SUDs through the Addiction Medicine Medical Team. The medications can be accessed through the call center and have same or next day access.

Does KPNW have enough providers? 

Yes, KPNW contracts with both internal and external providers in all KPNW service areas. 

Questions to help guide the conversation with customer service

Before you contact the KPNW customer service, review these questions:

  • Is this for an adult or a child?
  • Do you prefer virtual or in person visits?
  • What are your provider preferences (gender, language, geography, etc.)
  • What are the first steps you need to take?
  • What types of providers are available?
  • Do you want a provider with experience working with the LBGTQ community or someone of your background?

For behavioral health questions, concerns, or for filing a complaint

There are two ways to connect with KPNW for these items:

  • Call Member Services.
    For Washington and Oregon members: 1-800-813-2000, TRS: 711.
    For additional KPNW service areas: visit the KPNW Member Services webpage.
  • Complete an online form and email it to Member Services. 
    You must use the secure member sign-in to submit a question or a concern via the online forms.

For concerns about access to services or difficulty finding a provider

  • Contact KPNW at 1-855-632-8280 during regular business hours or 1-800-813-2000 after hours.

Kaiser Permanente WA (KPWA) plans

Visit one of Kaiser Permanente WA's online provider directories.

What if my need is urgent?

KPWA matches members with a mental health specialist in requested areas or helps find addiction treatment. If the you can’t wait for an appointment, KPWA will connect them to a therapist over the phone.

What if I want/need medication?

  • Mental health services: If you have never been on medications for depression/anxiety, start first with your primary care doctor who can help and prescribe medications. If they feel you need more specialty medication assistance they can refer you to a psychiatrist.
  • Substance use disorder (SUD) services: KPWA provides medications for SUDs through the Addiction Medicine Medical Team. They can be accessed via the call center and they have same/next day access.

Does KPWA have enough providers?

Yes, KPWA contracts with both internal and external providers in all KPWA service areas.

Questions to help guide the conversation with customer service

Before you contact the KPWA customer service, review these questions:

  • Is this for an adult or a child?
  • Do you prefer virtual or in person visits?
  • What are your provider preferences (gender, language, geography, etc.)
  • What are the first steps you need to take?
  • What types of providers are available?
  • Do you want a provider with experience working with the LBGTQ community or someone of your background?

For behavioral health questions, concerns, or for filing a complaint

There are two ways to connect with KPWA for these items:

  • Call Member Services.
    Phone: 1-888-901-4636, Monday through Friday, 8 a.m. to 8 p.m.
    TTY: 1-800-833-6588
    TRS: 711
    Medicare members: Call 1-888-901-4600, Sunday through Saturday, 8 a.m.–8 p.m.
  • Complete an online form.

For concerns about access to services or difficulty finding a provider

  • Contact KPWA at 1-888-901-4636, Monday through Friday, 8 a.m. to 8 p.m., or 1-800-297-6877 after hours. 
  • Medicare members call 1-888-901-4600, Sunday through Saturday, 8 a.m.–8 p.m.
  • If you need immediate help, call 1-888-287-2680, Monday through Friday, 8 a.m. to 5 p.m. or 1-800-267-6877 after hours.

Premera Medicare Supplement Plan

Call Premera at 1-800-817-3049
TTY: 1-800-842-5357

Uniform Medical Plan (UMP) Plans

  • Member resources
  • Case management. If you are looking to get help with a mental health or substance misuse challenge, the first step is to contact the customer service number and inquire about case management.
  • Quartet: Quartet matches members to mental health care providers (MHPs) based on the member’s geography, insurance, clinical care needs, and, when possible, personal preferences. Traditionally, members are referred through primary care or specialty care settings to Quartet, and then matched to a MHP. Quartet has expanded services to allow members two additional referral options: to self-refer without the need of a PCP or specialty provider referral and to be referred by the Behavioral Health Case Management team. UMP members can sign up, and get matched to a provider, through visiting the Quartet website. Medicare members will need to check that providers accept Medicare.

Who should I contact if I need more information or do not think I am receiving the help I need?

If after using the resources and information provided, you have not been able to access care or receive the help you are looking for, UMP Customer Service will engage their Behavioral Health Care Management team and transition you to a clinician who can better support you. Customer Service will also have the support of Quartet, including the ability to transfer you to the Quartet team.

Where do I find more information about my prescription drug benefits?

Learn more about your UMP prescription drug benefits.

Questions to help guide the conversation with customer service

Before you contact UMP customer service, review these questions.

  • Is this for an adult or a child?
  • Do you prefer virtual or in person visits?
  • What are your provider preferences (gender, language, geography, etc.)
  • What are the first steps you need to take?
  • What types of providers are available?
  • Do you want a provider with experience working with the LBGTQ community or someone of your background?

For concerns about access to services or difficulty finding a provider 

  • Contact UMP customer service (Medical benefits)
    Phone: 1-888-849-3681
    TRS: 711
    Business hours: Monday through Friday 5 a.m. to 8 p.m. and Saturday 8 a.m. to 4:30 p.m. (Pacific)
    Medicare members will need to check that providers accept Medicare.

All of UMP's customer service representatives have been certified in mental health first aid training to better assist members with sensitive information.

  • Contact Washington State Rx Services (Prescription drugs)
    Phone: 1-800-361-1611
    TRS: 711
    Business hours: Monday through Friday 7:30 a.m. to 5:30 p.m. (Pacific). 

UnitedHealthcare

What if my need is urgent? 

Call the Substance Use Helpline at 1-855-780-5955. They are available 24/7 to answer your questions, which may include your personal health, care for a family member, coverage, cost of care, and more. They are committed to making it as easy as possible for you to access the services you or your loved one may need. Simply call us anytime, day or night and they'll be here.

Questions to help guide the conversation with customer service

Before you contact UMP customer service, review these questions.

  • Is this for an adult or a child?
  • Do you prefer virtual or in person visits?
  • What are your provider preferences (gender, language, geography, etc.)
  • What are the first steps you need to take?
  • What types of providers are available?
  • Do you want a provider with experience working with the LBGTQ community or someone of your background?

UnitedHealthcare customer service: 1-800-453-8440 (TRS: 711)

Additional resources for Washington residents