Harvard Pilgrim Health Care members report
high satisfaction rate,
with wait times cut
significantly
CANTON,
Mass., March 18, 2025 /PRNewswire/
-- Harvard Pilgrim Health Care, a Point32Health company, is
improving members' access to behavioral health care with high
satisfaction rates and significantly reduced wait times through its
Behavioral Health Service Navigation program. The program launched
in 2024 and is available to Harvard Pilgrim Health Care and Tufts
Health Plan members.
An October 2024 report found
that in 2023 there was a 40 percent increase in behavioral health
utilization in the United States
compared to pre-Covid levels. For many, seeking behavioral
health services is often met with frustration in finding a
behavioral health provider and lengthy wait times for an
appointment. The Behavioral Health Service Navigation program
was created to address those issues by providing enhanced
personalized support through a service navigator. The service
navigator not only helps members find a provider but assists in
scheduling timely appointments and follows-up with the member to
ensure they were satisfied with the care they received.
"Our Behavioral Health Service Navigation program is a
cornerstone to our whole-person care approach," said Jake Biscoglio, president of commercial business
for Harvard Pilgrim Health Care. "Unlike many health insurers
whose navigation programs simply provide members with a list of
area providers, our program takes a hands-on personal approach.
It's unique in the health insurance industry as it provides
members with personalized solutions that close gaps in their
behavioral health care journey and has the potential to improve
health outcomes."
Members seeking a behavioral health provider are assigned a
locally based, dedicated service navigator. The service navigator
ensures the behavioral health provider meets the members'
individual needs including language, gender preference and
behavioral health specialty, and follows up with members to ensure
they were satisfied with their provider and arranges additional
appointments with other providers if necessary. Service navigators
can also connect members with the organization's Community Health
Worker team, which assists members with such critical needs as
transportation, housing and food insecurity.
Success highlights to date of the Behavioral Health Servicer
Navigation program include:
- In most cases, service navigators can assist members in
securing a behavioral health appointment within a week from when
the member is connected to the program, depending upon the
specialty need or appointment format. Studies have shown
in-person mental health visits can take up to 60 days, and
telehealth visits can take more than 40 days to schedule.
- If a Harvard Pilgrim Health Care member is open to
a telehealth appointment, the service navigator can obtain an
appointment in real time during the first call with the
member.
- Harvard Pilgrim Health Care's behavioral health provider
network has grown by more than 30,000 providers in the past
year.
- 99 percent of Harvard Pilgrim Health Care commercial members
enrolled in the program were satisfied with their behavioral health
provider.
"Access to behavioral health services remains a challenge both
locally and nationally due to increased consumer demand," said
Bill Harlan, vice president of
behavioral health for Point32Health. "While new providers are
added to our network every day, we recognize the opportunity to
help connect our members with the right services that meet their
treatment needs and preferences. Our program has seen overwhelming
success, thanks in large part to our local team and the
neighbor-helping-neighbor approach that has been instrumental in
our ability to help."
To access the service, eligible members can call the Integrated
Member Services line on their health plan identification
card. The Behavioral Health Service Navigation program is an
integrated insourced approach to behavioral health care, enabling
teams such as Member Services, Service Navigators, Care Management
and Community Health Workers to better coordinate a member's
overall care.
About Point32Health
Point32Health is a leading
not-for-profit health and well-being organization dedicated to
delivering high-quality, affordable healthcare. Serving nearly 2
million members, Point32Health builds on the legacy of Harvard
Pilgrim Health Care and Tufts Health Plan to provide access to care
and empower healthier lives for everyone, regardless of background
or circumstances.
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SOURCE Point32Health
