BHCP has toll free telephone lines for access to services for members and providers. Utilization Management services are available 8 am to 5 pm each business day. The clinical case managers are on-call 24 hours a day for urgent member/provider calls. 

When a member calls the 800 number they reach a call center representative who assists them with collecting the demographic information. If it is a standard referral to an in-network provider then they will issue the authorization for 12 initial visits for therapy and 12 initial visits for medication management. All requests for pre-certification of inpatient, partial hospital programs, intensive outpatient programs are handled by the clinical case managers. Any requests for medication management services or any member who has specific questions are also handled by the clinical case managers directly. 

When a provider has used the initial amount of sessions authorized they are required to submit a Outpatient Treatment Report that is then reviewed by the clinical case managers for medical necessity and further authorization.