Patients’ high demand for behavioral health services since the pandemic is no secret, but Bill Harlan — vice president of behavioral health and health engagement of Canton, Mass.-based Point32Health — said the insurer’s provider partners have also faced challenges, like burnout.
“This has resulted in fewer clinicians to meet this growing demand and has created this perfect storm,” Mr. Harlan said. “We, as a payer, looked at what pieces we could do to address access. Sometimes the most innovative piece we can do is not the most complicated. We needed to put a human touch to the experience.”
This led to Point32Health’s behavioral health service navigation program, which offers a local team of service navigators to match members with clinicians. The program achieved a 99% satisfaction rate among members regarding their behavioral health providers.
Mr. Harlan, a licensed mental health counselor, joined the Becker’s Payer Issues podcast last month to discuss Point32Health’s current approach and priorities with behavioral health services. Point32Health is the parent company of Harvard Pilgrim Health Care and Tufts Health Plan.
‘Human touch’
Mr. Harlan detailed how Point32Health follows up with every member who is matched to a clinician. If needed, the navigators find a better fit based on their feedback, ultimately contributing to the high satisfaction rate.
Efficiency with scheduling appointments is also key.
“In most cases, we can secure an appointment for our members within a week of them contacting us,” Mr. Harlan said. Some providers also allow live scheduling of member appointments.
Facing headwinds
Engagement is one of the main challenges facing behavioral healthcare, but Mr. Harlan said behavioral health’s swift move to telehealth during the pandemic set a precedent for more accessible care today.
“We see convenience and flexibility are really hand in hand with engagement,” he said.
Convenience can also be extended to primary care offices, especially considering integration across providers.
“The theme we hear constantly from our primary care offices that work with our members for referrals is they’re looking for ways to streamline the process in an often very busy and overwhelmed office,” Mr. Harlan said. “Virtual providers and some digital solutions do, at times, offer a way for that process to be streamlined.”
Another challenge: Long-term outcomes. Mr. Harlan said tailored care and clinical rapport help achieve successful outcomes, and offering virtual appointments as an option can facilitate that. Harnessing digital tools can also help ensure members stay on track with their care.
“Our role as a payer always needs to be figuring out how we can prioritize our members’ needs,” he said. “As technology continues to emerge, it’s not something to run away from or fear, but really try to lean in.”
