#United States #Behavioral Health #Canton #Point32Health #Harvard Pilgrim

Transforming Access to Behavioral Health Care

In an era where accessing mental health support remains a challenge, Harvard Pilgrim Health Care has stepped up with an innovative solution: the Behavioral Health Service Navigation program. Launched in 2024, this initiative has fundamentally changed how members of Harvard Pilgrim and Tufts Health Plan access behavioral health care services, leading to significant improvements in both satisfaction rates and appointment wait times.

According to a report from October 2024, behavioral health service usage in the U.S. increased by 40% compared to pre-Covid levels. Many individuals seeking help face barriers such as long waits and difficulty in finding suitable providers. The Behavioral Health Service Navigation program directly addresses these barriers by offering personalized support through dedicated service navigators. These navigators assist members in locating appropriate providers and scheduling timely appointments while also following up to ensure satisfaction with the care received.

Jake Biscoglio, the president of commercial business for Harvard Pilgrim Health Care, states, "Our program represents a core component of our whole-person care approach. Unlike traditional navigation programs that merely provide lists of providers, our hands-on method offers personalized solutions to bridge gaps in behavioral health care and improve health outcomes."

Each member is paired with a locally assigned service navigator who considers individual preferences such as language, gender, and specific behavioral health specialties. Moreover, the navigators not only facilitate the connection to providers but also ensure the member's ongoing satisfaction and offer to arrange further appointments if needed. The service navigators also coordinate with the organization’s Community Health Worker team to assist with broader issues, including transportation, housing, and food security—factors that significantly impact health and wellbeing.

Program Success Highlights

The success of the Behavioral Health Service Navigation program can be underscored by several key achievements:

• - In most scenarios, navigators help connect members to behavioral health appointments within a week. In contrast, traditional in-person visits can take up to 60 days, and telehealth appointments may require over 40 days of waiting time.
• - For members open to telehealth sessions, navigators can often secure real-time appointments during the initial call.
• - The provider network for behavioral health has expanded by over 30,000 in the past year, further increasing accessibility.
• - An impressive 99% of enrolled commercial members reported satisfaction with their behavioral health providers.

Bill Harlan, vice president of behavioral health for Point32Health, emphasizes the importance of this program in light of the ever-growing demand for mental health services. He notes, "Access to behavioral health remains a challenge both locally and nationally. Our program's success is largely due to our local teams and their commitment to the neighbor-helping-neighbor principle, which has proven vital in connecting our members with the right services."

Eligible members eager to take advantage of this support can reach out through the Integrated Member Services line provided on their health plan identification cards. The Behavioral Health Service Navigation program stands as a progressive insourced strategy for managing behavioral health care, fostering collaboration between different support teams for a streamlined member experience.

Conclusion

Point32Health, the parent organization of Harvard Pilgrim Health Care and Tufts Health Plan, remains dedicated to delivering high-quality healthcare. With nearly 2 million members, the organization is focused on building an accessible healthcare model that empowers individuals to lead healthier lives, regardless of their circumstances. The continued success of the Behavioral Health Service Navigation program highlights the importance of innovative solutions in enhancing mental health services, reducing barriers to access, and ultimately improving the community's overall health outcomes.