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 to you and learn how to access them. 

Do you need immediate assistance?

  • For a life-threatening emergency: Call 911.
  • If you are in crisis text or call the Suicide and Crisis Lifeline: 988.

On this page

What is behavioral health?

Behavioral health is a term that covers the full range of mental and emotional well-being, including:

  • Managing day-to-day challenges
  • Treating chronic and emergency mental health (such as anxiety, depression, eating disorders, or post-traumatic stress)
  • Managing substance use (problems with drug, tobacco, and alcohol use)
  • Navigating problem gambling disorders

Kaiser Permanente NW plans (KPNW)

Resources and access to treatment
Find providers
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 provider 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.
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 immediate needs?
  • What types of providers are available?
  • Do you want a provider with experience working with the LGBTQ+ 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.
    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
Find providers

Visit one of Kaiser Permanente WA's online provider directories to find a provider in your plan's 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 provider 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.
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 immediate needs?
  • 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.

Premera plans

Resources and access to treatment
  • Important mental health and substance use disorder treatment information (Brennen's Law notice)
  • Boulder Care: Opioid use and alcohol use disorder treatment for members over age 18 through video visits and text messages with clinicians, care advocates, and support 24/7. Copays or deductibles apply.
  • Doctor on Demand: Video chat with a doctor or therapist for urgent care, preventive care, chronic condition care, and mental health care. This is good for cold and flu symptoms, pediatric issues, skin conditions, allergies, headaches, medication management, anxiety, and depression. This is available to all members. Copays or deductibles apply.
  • Talkspace provides online therapy with a licensed therapists via private message and live video. Nonurgent mental health care that offers behavioral health services. This is available to members age 13 and older; psychiatry is available to members age 18 and older. Copays or deductibles apply.
  • LGBTQIA+ Health: Preventive care, HIV PrEP therapy and drug coverage, mental health care, and gender affirming services.
  • Matchmaker for behavioral health: Connects you to a care provider based on your plan, needs, and preferences. Available to all members. Call customer service at the number on the back of your ID card. Copays and deductibles apply when you see a provider.
Find providers

Visit one of Premera's online provider directories to find a provider in your plan's network.

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 immediate needs?
  • What types of providers are available?
  • Do you want a provider with experience working with the LGBTQ+ 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
    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
  • Important mental health and substance use disorder treatment information (Brennen's Law notice)
  • 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.
  • Teladoc Health Mental Health: 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. The 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 Teladoc Health website to sign up and learn more. Select "Register now" and use the code WASEBB. 
  • 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 to find a provider in your plan's 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 Teladoc Health.

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 immediate needs?
  • What types of providers are available?
  • Do you want a provider with experience working with the LGBTQ+ 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 ArrayRx (Prescription drugs)
    Phone: 1-800-361-1611
    TRS: 711
    Business hours: Monday through Friday 7:30 a.m. to 5:30 p.m. (Pacific).

If you are having trouble receiving services

The first step is to contact the plans using the information on this page. If you continue to have trouble then you can file a complaint with the Washington State Office of the Insurance Commissioner (OIC) to report issues scheduling an appointment or accessing timely behavioral health services. File a complaint online or call 1-800-562-6900. UMP members should file a complaint with Regence by calling 1-800-628-3481.

View the number of mental health care access complaints in Washington State in the latest annual mental health access report on the OIC website.

Support beyond the crisis

Supporting someone you know through a behavioral health crisis or experiencing one yourself is often not only about the crisis, but also about longer term needs for support. If you need additional resources or support, consider exploring:

  • Resources available through your employer, such as employee assistance programs (if your employer offers this type of program). If you’re unsure what’s available, ask your payroll or benefits office.
  • Extended leave resources, such as the Washington State Paid Family Medical Leave Act (PFMLA).
  • Resources such as Crisis Connections. The Get Help section includes many resources, including the Washington Warm Line, which supports people living with emotional and mental health challenges.
  • Resources available through your medical plans, such as counseling, apps to support mental health, and other programs.

Additional resources for all Washington residents