Access to Care

Partners’ Access to Care Department is responsible for a 24 hour, seven days a week, 365-day a year behavioral health screening, triage, and referral service for citizens needing mental health, substance use, or intellectual and developmental disability services. All calls are answered live, in real time, by an Access to Care representative.

Please note:  The HOPE line is dedicated to assisting members in need of services. Providers should not use this phone number to contact Partners’ staff members. Providers can reach Partners’ staff by calling 1-877-864-1454.

The Access to Care representative screens and triages each caller to determine the individual’s level of acuity and need for behavioral health services. The screening helps identify the level of care that is needed at the time of the call. The caller may be enrolled with Partners, if appropriate.

After the initial enrollment, those who are eligible for Medicaid or state-funded services are offered a choice, when available, of at least two appropriate providers and are referred for an intake assessment.

Eligibility and Enrollment

The Access to Care-Enrollment and Eligibility Unit works directly with providers to enroll individuals receiving both Medicaid and State-funded services.

Access to Care enrolls (when appropriate) and/or schedules eligible individuals with the following funding sources:

  1. Indigent/Uninsured residents of Burke, Catawba, Cleveland, Gaston, Iredell, Lincoln, Surry and Yadkin counties.
  2. Medicaid-B (any Medicaid Program Code covered under the Partners’ Medicaid 1915 (b) (c) Waiver) Enrollees MUST have Medicaid that originates from one of Partners’ eight counties.

Funding Sources Not Accepted:  Access to Care does not enroll or schedule individuals for appointments with the following payer sources unless they need crisis-level services and are within the Partners catchment area:

  1. Private Insurance
  2. Health Choice
  3. Tricare
  4. Medicare – If a provider determines that a Medicare recipient meets medical necessity for a service that is not part of the Medicare benefit package (with the exception of Facility-Based Crisis),after being assessed and receiving services from a Medicare Provider, the Provider may submit an Enrollment Request via AlphaMCS. The Enrollment Request must include a comment explaining why they are requesting enrollment of an individual with Medicare, and the service they are requesting to deliver.

The Enrollment and Eligibility Unit also assists providers with enrolling people who come directly to the provider agency seeking services. Providers are reminded to enroll individuals with Enrollment and Eligibility before delivering any services.

To contact a member of the Enrollment and Eligibility Team, please call 1-877-864-1454 or email EligibilityEnrollment@partnersbhm.org.