Enhancing members’ access to care

Members have access to a comprehensive and diverse behavioral health network
as part of the expanded offerings. It gives members a wider range of
services to choose from for a variety of conditions, including:

• General mental and behavioral health.

• Children, adolescent, and young adult services.

• Specific conditions, such as eating disorders, obsessive compulsive
disorder, substance use disorders, and more.

The local options include 6,700 behavioral health
practitioners in the Philadelphia five-county region who offer in person and
virtual care. That is a 47 percent increase from the number of local
providers that were in IBX’s network in 2022. More than 500 of the new
providers are Black, Indigenous, and People of Color (BIPOC). The top two
languages they speak are Spanish and Russian, the two most common languages
requested by IBX members. This shows that IBX is working hard to make sure
that people have access to health care from providers who are more likely to
understand their culture and speak their language.

IBX is also working to improve health equity in behavioral health by
encouraging and compensating for depression screenings by all providers, not
just those in the behavioral health field which should improve the observed
disparity in behavioral health diagnosis and treatment.

Additionally, IBX offers an expanded set of

virtual care options

serving both local and out-of-area members, offering convenient access, and
innovative care models. Included in these options are

“Connect to Care” providers

who can help members quickly access appointments with scheduling tools and
live intake. These providers have approximately 4,000 appointments available
per month and offer appointments in less than seven days. Members can choose
from several providers, including but not limited to those focused on:

• General mental health care: Grow
Therapy,

Thriveworks, Headway

• Children, adolescents and young adults: Little
Otter,

Joon,

Handspring Health,

Blackbird Health

• Care for people with substance use disorders:

Pelago,

Ria Health,

Pursue Care,

Forge Health,

Crossroads,

New Life

• Other behavioral health specialty care: Equip
Health,

NOCD,

Quartet Medical Group

Navigating members to the right care when they need it

“Health care is complex and navigating care can be overwhelming. This is
especially true for people who are dealing with a mental health or substance
use disorder condition,” said

Diana Lehman, B.S.N., R.N., vice president of Case and Condition
Management at IBX. “That’s why we have Behavioral Health Case Managers, Behavioral Health
Customer Care Advocates, and a Clinical Triage Team available to help
support members with all aspects of their care.”

IBX Behavioral Health Case Managers are registered nurses,
licensed social workers, and professional counselors who proactively
identify members who may benefit from behavioral health services. They look
at a member’s health history and their care patterns to identify risk levels
and offer support. This support involves reaching out to members to help
them access care, schedule follow-ups, and stay aligned with their care
plans. By identifying unmet needs and supporting quicker access to
integrated care, IBX is helping to close care gaps and improve total health.
Since making Behavioral Health Case Managers available in 2022, IBX has been
able to identify four times more members in need of behavioral health
services.

Members also have access to care navigation services that are provided by
specialized IBX Behavioral Health Customer Care
Advocates and

Licensed Behavioral Health professionals. The team works together to provide risk screening and guide members to the
right care options based on their individual needs. High risk members are
escalated to the IBX Clinical Triage Team who can identify
priority needs, provide in the moment support, directly connect the member
to care (via warm transfer or direct scheduling), and follow up to ensure
safety and successful linkage. Care navigation services are available 24
hours a day, seven days a week to provide members with rapid connection to
the right care. Between April 2023 and June 2024, the team has helped more
than 20,000 members connect to care. With the support of seamless connection
and direct scheduling, members are receiving appointments within five days.

Offering members additional support and tools:

IBX members enrolled in fully insured health plans can get additional
support from

Quartet
Health*, a company that matches them to mental health
care that fits their needs, preferences, and is covered by their health
insurance. In addition to its regular platform, Quartet Health has a Virtual
Clinic that it launched in 2022 with IBX. The clinic, which focuses on
treating the needs of patients with serious mental illness, has a patient
appointment availability guarantee within 48 hours. IBX, as part of its
strategic partnership with and investment in Quartet, offers these
navigational services free to eligible members.

The company also gives members access to the

Shatterproof* Treatment Atlas® tool. The tool helps people search and compare addiction treatment
facilities to find high-quality care for themselves or their loved ones.
Members also have coverage for mental health coaching by

Teladoc Health*, a digital resource that offers personalized, evidence-based programs and
dedicated support for a wide range of topics, including stress, depression,
chronic pain, work-life balance, substance use, and anxiety. The Mental
Health Coaching is available 24/7 from a computer or the Teladoc mobile app.

Visit

www.ibx.com

for more information on IBX’s expanded offerings for behavioral health and
to see how they are helping to give members quicker and expanded access to
care, enhancing care coordination, closing care gaps, ensuring appropriate
use of services, and supporting innovative products and programs.

This content was originally published on IBX Newsroom.

*Independent companies