Point32Health is working to connect its members to mental health appointments within days.
The Massachusetts-based insurer launched the Behavioral Health Services Navigator program in 2023. The service connects members looking for mental healthcare to in-network providers.
Bill Harlan, vice president of behavioral health and engagement at Point32Health, told Becker's the service connects members to telehealth appointments within four days on average, and to in-person appointments within 10 days.
Patients seeking mental health support often face long wait times. A 2023 study found only 1 in 5 psychiatrists were able to accept new patients. On average in the U.S., new patients waited 67 days for an in-person appointment with a psychiatrist, and 43 days for a telehealth appointment.
"The common experience members have is they will look online and call phone numbers in the provider directory and not get a call back, or leave a voicemail that goes unanswered. In a lot of cases, they're given feedback that the clinician['s schedule] is full," Mr. Harlan said.
Around 1,000 Point32Health members have used the navigator service since it launched, Mr. Harlan said. Most of the members who have taken advantage of the navigator so far are in commercial plans, but a priority for the future is to get more Medicare members connected, he said.
Point32Health is the parent company of Harvard Pilgrim Health Care and Tufts Health Plan. The insurer has more than 2.2 million members in Massachusetts, New Hampshire, Maine and Connecticut.
Many members aren't sure exactly what kind of mental healthcare they need, Mr. Harlan said, something Point32Health navigators can assist with.
"Some members who are looking for behavioral health services know exactly the kind of clinician they are looking for. The majority who are new to receiving services are looking for a little bit more support," he said.
The navigator team is also trained to identify members who may need a higher level of care than outpatient therapy, and will refer members to care management for more complex needs, Mr. Harlan said.
Insurers are in a "unique position" to add insights and support to providers, Mr. Harlan said.
Whole person care, including behavioral health, is a key area payers can focus on to improve behavioral health support.
"I think what we need to do is get more specific with how we can bring that forward so there's more robust programming looking at whole person care. We're continuing to work with providers in doing that type of work, and really get to a partnership level, which is what we want to be at, at the end of the day."