Behavioral health services by plan

• Convenient ways to get care
• Understanding mental heath
• Addiction treatment services
• Wellness resources
• Talking with kids about mental health
• How to get mental health services

• Find doctors and locations
• How to get mental health services

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 services: KPNW provides medications for substance use disorders 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.

• Get care
• Important mental health and substance use disorder information
• Substance use disorder
• Substance use and mental health problems
• Substance use disorders in older adults
• Dealing with teen substance use
• Teen substance use disorder
  • Choosing a treatment program
  • Making a contract with your teen
• Social work services

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

• For Core 1, Core 2, or Core 3
• For SoundChoice
• For Access PPO 1, Access PPO 2, or Access PPO 3
  • Kaiser Permanente providers
  • Additional covered providers

What if my need is urgent? 

KPWA matches members with a mental health specialist in requested area or help 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 services: KPWA provides medications for substance use disorders 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 and KPWAO 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.
  1-888-901-4636 Monday through Friday, 8 a.m. to 8 p.m.
  TTY: 1-800-833-6588
  TRS: 711

• Complete an online form.

For concerns about access to services or difficulty finding a provider

• Contact KPWA at 1-888-901-4636 during regular business hours, or 1-800-297-6877 after hours. 
• If you need immediate help, call 1-888-287-2680, Monday through Friday, 8 a.m. to 5 p.m.

• Get care

Visit one of Premera's online provider directories.

• For High PPO and Standard PPO: Heritage Prime network
• For Peak Care EPO: Tahoma network
• Or sign into your member account for a more personalized search experience. 

Premera also offers Doctor On Demand​, which has flexibility in appointment setting. 

What should I consider when finding a provider?

When finding a provider, consider a provider who:

• Speaks your native language, if not English: The search tool allows you to filter by language spoken by the provider. 
• Specializes in certain issues (i.e. LGBTQ, trauma, anxiety, etc.) or practices certain approaches: The search tool allows you to filter by area of expertise.
• Offers hours to accommodate work schedules (i.e. evenings, weekends, etc.). Office hours are not a field that is captured in Premera's provider search tool. Please contact customer service for help finding a provider that can accommodate your scheduling needs. Doctor On Demand is also an option to consider and has flexibility in appointment setting. 

How do I address concerns around stigma?

Visit the Premera behavioral health digital resource center today. In a crisis, call the National Suicide Prevention Lifeline at 1-800-273-TALK (8255) or connect to the Crisis Text Line by texting HOME to 741741.

Premera considers behavioral health treatment as specialty care. If you are unable to get an appointment with a behavioral health provider within 15 business days, contact customer service, using the number on the back of your member ID card.

Questions to help guide the conversation with customer service

Before you contact Premera 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

• Call Customer Service.
  Phone: 1-800-807-7310
  TTY: 1-800-842-5357
  TRS: 711

If after using the resources and information provided, you have not been able to access care or receive the help you are looking for, call customer service and ask to be escalated to a supervisor. 

• 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 is expanding services to allow members to self-refer without the need of a PCP or specialty provider referral. UMP members can sign up, and get matched to a provider, through visiting the Quartet website.

Visit one of UMP's online provider directories:

• UMP Achieve 1
• UMP Achieve 2
• UMP High Deductible
• UMP Plus—Puget Sound High Value Network
• UMP Plus—UW Medicine Accountable Care Network

Doctor on Demand

UMP Achieve 1, UMP Achieve 2, and UMP High Deductible plans include telemedicine powered by Doctor On Demand. You can talk to any of Doctor On Demand’s board-certified physicians, licensed counselors and psychiatrists any time by video chat using your computer or the app, 24 hours a day, 7 days a week, 365 days a year. Register with Doctor On Demand now so that when you actually need care, you're ready. You can activate Doctor On Demand through your Regence account or by downloading the app for iOS, Android, or Windows.

Find a network pharmacy

Find a network pharmacy and their business hours.

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: 1-800-628-3481
  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)

All of Regence’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).