Our Behavioral Health Care Managers are experienced health care professionals who are available to engage telephonically and guide members through the complexities of the health care system to support their mental health and substance use disorder needs. Behavioral Health Care Management is available for Commercial, Medicare and Safety Net Lines of Business.
Care Management Program Contact Information:
- For Access to Behavioral Health Care Management for Commercial & Medicare Lines of Business; call toll free 1-800-277-2198 (TTY 711) Monday through Friday 8 a.m. to 5 p.m. EST. If you call after hours, leave a voicemail and your call will be returned the next business day.
- For Access to Behavioral Health Care Management for Medicaid, Health & Recovery Plan (HARP), Essential Plan, and Child Health Plus call toll free 1-844-694-6411.
- Wellframe - Here Members can Chat with our Care Team, a Behavioral Health Care Manager, who can support you in determining the best plan for your treatment, and make sure you have a plan in place for medication management. Also, Members can access helpful articles related to condition, and set up reminders to keep track of appointments and medications.
- To Connect with a Care Manager from your smartphone or tablet please click below.
https://medicare.excellusbcbs.com/health-wellness/care-management
- To Connect with a Care Manager from your smartphone or tablet please click below.
In addition, our plan also has a Behavioral Health Advocate who is available to assist members/member advocates or providers, that have received a denial of services. The advocate can assist with understanding clinical criteria, obtaining the clinical criteria, and/or filing an appeal or grievance for the denied service. To talk to the Behavioral Health Advocate, please call 1-844-809-7518 (TTY 711) Monday through Friday 8 a.m. to 5 p.m. EST. Members with Medicaid, Child Health Plus, Essential Plan or HARP plans should call 1-844-635-2662.
Manage Your Privacy & Confidentiality
We will not disclose information to another person unless we are required or permitted to do so by law. Privacy laws prohibit us from disclosing protected health information (PHI) related to your health insurance coverage to another person or organization (with some exceptions, like your physician) without your written authorization. If you would like to communicate with someone contacting us on your behalf (spouse, parent, child, friend, etc.), please complete the authorization release form.
**We will NOT disclose information relating to substance use disorder, mental health, information unless you initial the corresponding condition in Part D.
