Behavioral health services by plan

Kaiser Permanente NW plans (KPNW)

Resources and access to treatment

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

Find providers

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

FAQs

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. 

Contact KPNW

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 and Kaiser Permanente WA Options, Inc. plans (KPWA)

Resources and access to treatment

• 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

Find providers

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
• For Summit PPO 1, Summit PPO 2, or Summit PPO 3
  • Tier 1, preferred in-network: Summit PPO network or Washington Permanente Medical Group Provider 
  • Tier 2, in-network: First Choice Health network or First Health network

FAQs

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 you 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 KPWA Options service areas.

Contact KPWA

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
  TTY: 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.

Premera plans

Resources and access to treatment

• Get care

Find providers

Visit one of Premera's online provider directories.

• For High PPO and Standard PPO: Heritage Prime network
• For Peak Care EPO: Tahoma network
• For Premera HMO: Sherwood 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. 

FAQs

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 by texting or calling 988.

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.

Contact Premera

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. 

Uniform Medical Plan (UMP) plans

Resources and access to treatment

• Member resources
• Case management. If you are looking to get help with a mental health or substance use concern, the first step is to contact UMP customer service and inquire about case management.
• myStrength: myStrength is a self-guided health and resiliency online tool clinically proven to improve emotional health. This secure resource is available 24 hours a day, 7 days a week to members ages 13 and over at no cost. myStrength’s interactive and activity-based tools are personalized to you and address conditions such as depression, anxiety, stress, substance use disorders, and chronic pain. Visit the myStrength website to sign up and learn more.
• Quartet: Quartet matches members (ages 18 and older who reside and are seeking care in Washington State) in-person and telemedicine behavioral health providers who are in the plan’s network and offer an array of behavioral health services, including, but not limited to, mental health counseling, substance use disorder, and psychiatry services. UMP members can sign up, and get matched to a provider, through visiting the Quartet website.
• 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 providers

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.

FAQs

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

Contact UMP customer service who 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.

Contact UMP

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.

For questions on prescription drug coverage or assistance with finding a network pharmacy

• 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). 

Additional resources for all Washington residents

• The National Suicide Prevention Lifeline is a national network of local crisis centers that provide free and confidential emotional support to people in suicidal crisis or emotional distress. The lifeline is available 24/7 at 1-800-273-8255, or connect to the crisis line by texting or calling 988.
• Find Alcoholics Anonymous (AA) meetings in Washington
• The Department of Health Family toolbox
• Athena Forum – upcoming events section
• Washington Mental Health Referral Service for Children and Teens