Behavioral Health Service Navigation Overview

Behavioral Health Service Navigation is a cornerstone of Harvard Pilgrim’s whole-person care approach. They offer highly trained and dedicated teams, who are ready to guide you from the very first phone call, to help ensure a compassionate and streamlined experience for you and your covered family members. Their specially trained Behavioral Health Service Navigators provide personalized support and can help you:

• Navigate the complex healthcare system through enhanced, personalized interactions.
• Locate behavioral health network providers with availability, specialty and cultural competency that supports your preferences.
• Schedule timely appointments for your new or ongoing health needs.
• Connect to exclusive resources, support tools and other services.

How Does Service Navigation Work?

1. Contact Harvard Pilgrim
   Call the Integrated Member Services Team for all your physical and behavioral health needs.
2. Connect
   If you still have questions, you’ll be connected to their behavioral health service navigators.
3. Address
   Discuss with your service navigator personalized solutions that can help you close gaps in your behavioral healthcare journey and improve your health outcomes.
4. Engage
   The internal team of medical and behavioral health clinicians will work closely with you and your providers to coordinate your care and create an aftercare strategy.
5. Follow-up
   Your dedicated service navigator will reach out to you to ensure that all of your concerns and needs were (or have been) addressed.

Key Features

Harvard Pilgrim members of all ages can access a comprehensive network of medical and behavioral health care providers, along with innovative programs and services, to improve both physical and mental well-being in traditional and virtual settings.

Virtual therapy services: Access licensed therapy and medication management seven days a week through Doctor On Demand,¹ Valera Health² and AbleTo.³

Specialty providers: Access to advanced neurological therapies for children with autism spectrum disorder and other developmental differences from Cortica.² Plus, get timely appointments at outpatient clinics or virtual care from Northeast Health Services.²

Substance use treatment services: Available through providers Spectrum Health2 and Better Life Partners.⁴ Members are supported after inpatient treatment by the internal Addiction Recovery Care Management Team.

Care management programs encompass addiction recovery, post facility discharge, transition to home and more. The internal team of clinicians and care managers will work closely with you and your providers to manage and coordinate your care, supporting you and your covered family members at every stage.

For assistance with accessing these innovative programs and services, please call member services at the phone number listed on the back of your member ID card.

If you have any questions, please reach out to your NHADA Insurance customer service team at nhadinsurance@nhada.com or (603) 224-2369. If you are experiencing a crisis or emergency, you should always call 911 or go to the nearest emergency facility right away.