Behavioral health services by plan

Each medical plan provides access to behavioral health services. Based on your plan, find the mental health and substance use disorder (SUD) treatment services available 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 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 (KPNW) plans

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 (SUD) services: KPNW provides medications for SUDs 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 and email it to Member Services.
    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 (KPWA) plans

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 areas or helps find addiction treatment. If the you can't wait for an appointment, KPWA will connect them 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 (SUD) services: KPWA provides medications for SUDs 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 LGBTQ+ 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.
    Phone: 1-888-901-4636, Monday through Friday, 8 a.m. to 6 p.m.
    TTY: 1-866-648-1928
    TRS: 711
    Medicare members: Call 1-800-581-8252, Monday through Friday, 8 a.m. to 6 p.m.

  • 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 KPWA at 1-866-648-1928, Monday through Friday, 8 a.m. to 6 p.m., or 1-800-297-6877 after hours.
  • Medicare members call 1-800-581-8252, Monday through Friday, 8 a.m. to 6 p.m.
  • If you need immediate help, call 1-888-287-2680, Monday through Friday, 8 a.m. to 5 p.m. or 1-800-297-6877 after hours.

Premera Medicare Supplement Plan

Contact Premera

Call Premera at 1-800-817-3049
TTY: 1-800-842-5357

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.
  • myStrength: myStrength is 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. myStrength’s 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 myStrength website to sign up and learn more.
  • Quartet: Quartet matches members (ages 18 and older who reside and are seeking care in Washington State) to in-person and telemedicine behavioral health providers who are in the plan’s network and offer an array of behavioral health services, including, but not limited to, mental health counseling, substance use disorder, and psychiatry services. UMP members can sign up, and get matched to a provider, through visiting the Quartet website. Medicare members will need to check that providers accept Medicare.
  • Doctor on Demand: UMP Classic, Select, and CDHP 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.

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 Quartet, including the ability to transfer you to the Quartet team.

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: 1-888-849-3681
    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)
    Medicare members will need to check that providers accept Medicare.

All of UMP's customer service representatives have been certified in mental health first aid to better assist members with sensitive information.

For questions on prescription drug coverage or assistance finding a network pharmacy

Contact ArrayRx (Prescription drugs)

  • All UMP plans
    Phone: 1-800-361-1611
    TRS: 711
    Business hours: Monday through Friday 7:30 a.m. to 5:30 p.m. (Pacific).
  • UMP Classic Medicare with Part D (PDP) members
    Phone: 1-833-599-8539
    Business hours: April through September: Monday through Friday, 8 a.m. to 8 p.m. (Pacific), October through March: & days a week, Sunday through Saturday, 8 a.m. to 8 p.m. (Pacific)

UnitedHealthcare

Resources and access to treatment

Get care (UnitedHealthcare works with Optum Health to provide this care)

Find providers

Visit UnitedHealthcare's provider directory to find a provider in your plan's network.

FAQs

What if my need is urgent?

Call the Substance Use Helpline at 1-855-780-5955. They are available 24/7 to answer your questions, which may include your personal health, care for a family member, coverage, cost of care, and more. They are committed to making it as easy as possible for you to access the services you or your loved one may need. Simply call us anytime, day or night and they'll be here.

Contact UnitedHealthcare

Questions to help guide the conversation with customer service

Before you contact UnitedHealthcare's customer service, review these questions.

  • 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?

UnitedHealthcare customer service: 1-800-453-8440 (TRS: 711)

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 can file a complaint with Regence by calling 1-888-849-3481.

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 Washington residents