Behavioral health benefits and the Employee Assistance Program are administered by Optum®. Visit the EAP webpage for more information.
First Call Provider Search
The Here4TN team will find you a provider based on your specific preferences, concerns and availability.
Visit Here4TN.com for more benefits information and resources.
Behavioral health benefits are available to members and dependents enrolled in medical insurance through Optum, your behavioral health vendor.
All members will receive a new Optum ID card to use for these services in 2022. Can’t find your Optum ID card? You can call to request a new one.
The goal with Optum ID cards is to reduce or remove confusion about where claims or inquires related to behavioral health benefits should go. Members should present this ID card to their mental health professional when seeking care.
Whether you are dealing with a mental health or substance use condition, support is available for members and eligible dependents through your behavioral health coverage.
Behavioral health assistance (855.HERE4TN) includes, but is not limited to:
- Helping you find a network provider or facility
- Helping you schedule an appointment
- Explaining your benefits
- Identifying the best treatment options
- Helping you obtain a prior authorization
- Answering your questions
Network Provider: To receive maximum benefit coverage, participants must use a network provider. To find a network provider, call 855-Here4TN. Optum can even help you schedule your appointments when you call. Preauthorization is required for non-routine outpatient and all facility-based services. At Here4TN.com, a provider directory with a search feature is available.
Participants may see an out-of-network mental health provider without calling for a referral but coinsurance and copayments will be higher. Participants are also subject to balance billing by the out-of-network provider. This means that they will pay the difference between the maximum allowable charge and the actual charge. In addition, participants are at risk of having inpatient and facility-based benefits denied. Certain services are specifically excluded under the terms and conditions of the state group insurance program.
Virtual Visits, available in addition to in-person office visits, let you meet with a provider through private, secure video conferencing. It allows you to get the care you need sooner and in the privacy of your home.
- Virtual visit copays are the same as an office visit. To get started, go to Here4TN.com, scroll down, select provider search, and filter results by virtual visits to find a provider licensed in Tennessee. Or call 855-Here4TN for assistance.
Talkspace online therapy: Available to all members with behavioral health benefits. Talkspace lets you communicate with a therapist by text, audio or video, 24/7 from your smartphone or desktop within the secure app. Talkspace sessions have the same cost share or coinsurance rate (after deductible) as an outpatient office visit. Get more information at HERE4TN.com including how to download the app.
Substance Use Disorder Preferred Facility Network: Costs are waived* for members who use certain preferred substance use treatment facilities.
Substance use disorder involves excessive and compulsive use of alcohol or drugs (like opioids). It can cause health problems or disability. It may also limit your ability to meet responsibilities at work, school or home. Substance use disorder is a disease, not a failure of will or weakness of character. It can be serious and life-threatening, but it’s treatable. Many people recover by getting the proper care.
- Click here for the Substance Use Disorder Preferred Facility Network list or call 855-Here4TN (855.437.3486) for immediate access to a licensed clinician and guidance to a qualified practitioner.
*Substance Use Disorder Preferred Network Facility-based treatment costs:
- PPO members’ deductible and coinsurance is waived.
- CDHP/HSA members’ coinsurance is waived after meeting their deductible.
- Copays, deductible and coinsurance will still apply for standard outpatient treatment services.
Here4TN.com also has resources, articles and other helpful information about your behavioral health services.
Sanvello: An on-demand mobile app to help with stress, anxiety and depression. The premium app version is available through your benefits at no extra cost. Get more information, including how to register and download the app at Here4TN.com.
Applied Behavior Analysis therapy: ABA uses behavioral principles to teach children with autism numerous life skills and behaviors they may otherwise not learn on their own. Your health plan has an expanded ABA benefit. With Autism Spectrum Disorder, it’s never too soon to learn about services that can help. Services that can help you, your child and whole family live happier and healthier lives.
Family Support Program: The Family Support Program provides the ease and accessibility of a single point of contact for caregivers of children with behavioral health concerns — including autism, anxiety, depression and other issues. The program is designed to help families navigate the often-confusing tangle of resources and stakeholders that can include schools, providers, public agencies and more.
Services and resources
- Online resources can be accessed via Here4TN.com
- More than 5,000 articles, videos, podcasts, webinars and newsletters
- Self-assessments and personal plans
If you disagree with a decision or the way a claim has been paid or processed, you or your authorized representative should first call member service at Optum: 855-Here4TN (855.437.3486) to discuss the issue.
First Level Appeal — If the issue cannot be resolved through member service, the member or his/her authorized representative may file a formal request for internal review or member grievance by contacting Optum. All requests must be filed within the specified timeframes. When your request for review or member grievance is received, you will get an acknowledgment letter advising you what to expect regarding the processing of your grievance. Once a determination is made, you will be notified in writing and advised of any further appeal options including information about how to request an external review of their case from an independent review organization, or IRO.
Second Level Appeal — If the member's first level appeal is denied, the member or his/her authorized representative may file a second formal request for internal review or member grievance by contacting Optum. All requests must be filed within the specified timeframes. When your request for review or member grievance is received, you will get an acknowledgment letter advising you what to expect regarding the processing of your grievance. Once a determination is made, you will be notified in writing and advised of any further appeal options including information about how to request an external review of their case from an IRO.
External Review — If the member's first and/or second level internal appeal is denied, the member or his/her authorized representative may choose to request that an IRO review the case and make a final determination. The IRO will communicate their decision to the member. This decision will be final and binding on the member, the plan and the Carrier.
The appeals/grievance form can be initiated by contacting Optum. Members will have 180 days to initiate an internal appeal following notice of an adverse determination. Notification of decisions will be made within the following time frames, and all decision notices shall advise of any further appeal options:
- No later than 72 hours after receipt of the claim for urgent care
- 30 days for denials of non-urgent care not yet received
- 60 days for denials of services already received