Issued: February 14, 2023
PartnersACCESS Call Center Updates
Partners is excited to announce new enhancements to our PartnersACCESS Call Center. This includes:
- An Interactive Voice Response System (IVR) with prompts to easily reach departments and topics at the touch of a button.
- Selections offered in English or Spanish.
- A new menu with options for Providers who call the Provider Line: 1-877-398-4145.
- Partners Provider Line is open from 7 a.m. to 6 p.m. Monday-Saturday.
Providers who call the PartnersACCESS Call Center at 1-888-235-4673 (HOPE), can select Option 3 and then Option 4 to be transferred to the Provider Line.
Options available to Providers on the Provider Line:
| Option 1 | Partners Helpdesk IT |
| Option 2 | Partners Contract/Credentialing |
| Option 3 | Partners Claims |
| Option 4 | Partners UM Submenu |
| Option 1 | UM -IDD/TBI |
| Option 2 | UM- MH/SA |
| Option 3 | UM Acute Careline |
| Option 4 | UM Physical Health TBD |
| Option 5 | Vendors IVR Provider Line Submenu |
| Option 1 | Transportation Provider number |
| Coming 3/2/2023 | Pharmacy Provider line |
| Coming 4/1/2023 | Vision line Provider line |
| Coming 4/1/2023 | Radiology Provider line |
Our new enhancements also provide some special options for members or families who call the PartnersACCESS Line at 1-888-235-4673 (HOPE). These include:
- A new toll-free Behavioral Health Crisis Line that is answered live 24/7/365: 1-833-353-2093. Callers to the PartnersACCESS Line, 1-888-235-4673 (HOPE), will hear a recorded message directing them to select the Behavioral Health Crisis Line if needed. They will also be directed to call 911 if they are experiencing a medical emergency.
- An option, beginning Feb. 22, to schedule non-emergency medical transportation for rides on or after April 1, 2023.
Options Available to Callers at 1-888-235-4673 (HOPE)
| Option 1 | IVR Member Line Vendor Submenu |
| Option 1 |
*Transportation |
| Coming 3/2/2022 | Pharmacy |
| Coming 3/2/3023 | Nurse Advice Line |
| Option 2 – Care Management | Care Management Submenu Live 2/15/2023 |
| Option 1 | Partners Care Management Housing |
| Option 2 | Partners Care Management Intellectual Developmental Disabilities and Traumatic Brain Injury |
| Option 3 | Partners Care Management Mental Health and Substance Use Disorders |
| Option 3 – Member Services | **Member Services Submenu Live 2/15/2023 |
| Option 1 | Partners Housing |
| Option 2 | Member and Recipient Services Line |
| Option 4 | Moves caller to the Provider Line |
*Note: Members can schedule rides beginning Feb. 22. Until that time, callers will hear a voice message from our transportation service line vendor, ModivCare, notifying them they can call on Feb. 22 to schedule trips for April 1 and after. Callers will be directed to call their plan’s Member Services for further questions.
**Note: Member Services is open 7 a.m. to 6 p.m. Monday-Saturday.