A GUIDE TO SIMPLIFYING YOUR CARE JOURNEY Harvard Pilgrim’s New Behavioral Health Service Navigation Program 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. BY LORI PREVE LICENSED INSURANCE PRODUCER 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. 18
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