Behavioral Health Appointment
Assistance Is Just a Phone Call Away

         
TRICARE and Humana Military Healthcare Services, Inc. (Humana Military) proudly announce the new Behavioral Health Care Provider Locator and Appointment Assistance Line to help eligible active duty service members (ADSMs) and active duty family members (ADFMs) find behavioral health care providers and schedule outpatient appointments in the TRICARE network.

For beneficiaries in the TRICARE South Region, Humana Military’s behavioral health partner, ValueOptions, Inc., manages a dedicated toll-free number at 1-877-298-3514, which is available from 8 a.m. to 7 p.m. Eastern Time, Monday through Friday. Note: This appointment assistance line is not a crisis intervention line. If you need emergency assistance, call 911 or proceed to the nearest emergency room for treatment.

The appointment assistance service is available to all ADSMs and ADFMs enrolled in TRICARE Prime, TRICARE Prime Remote or TRICARE Prime Remote for Active Duty Family Members, as well as ADFMs enrolled in TRICARE Overseas Program Prime who have temporarily returned to the United States. Non-enrolled ADFMs, retired service members, their families and others should be referred to ValueOptions’ normal TRICARE toll-free telephone line at 1-800-700-8646 for behavioral health care assistance.

ADSMs do not require a referral for behavioral health care if they receive care at their military treatment facility (MTF). ADSMs can self-refer to their military behavioral health or life skills clinic. However, ADSMs do need a referral to get care outside of the MTF.

If you have a referral to a civilian provider from your primary care manager (PCM) or from a military behavioral health provider, you may call the Behavioral Health Care Provider Locator and Appointment Assistance Line to set up that appointment.

ADFMs do not need a referral for behavioral health care in the MTF or in the civilian provider network. You may self-refer to a network provider for the first eight outpatient behavioral health visits in a fiscal year (Oct. 1–Sept. 30). After eight visits, authorization is required from TRICARE to extend the care, but again, no referral is required.

The primary goal of the new appointment assistance service is to assist beneficiaries in making timely appointments for routine and urgent behavioral health care. TRICARE Prime access standards concerning wait times apply to all behavioral health care appointments. If you have a behavioral health condition that is not a threat to life or limb but could become more serious without treatment, it is considered urgent. The wait time for an initial urgent behavioral health care appointment generally should not exceed 24 hours.

For behavioral health conditions not requiring urgent intervention, the wait time for an initial routine behavioral health care appointment shall not exceed one week. Following the initial appointment, the wait time for follow-up appointments is based on your behavioral health care provider’s medical judgment.

All calls into the Behavioral Health Care Provider Locator and Appointment Assistance Line are typically answered within 30 seconds, when possible. If a representative is not available, you may leave a call-back number and you will receive a return call within 30 minutes.

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