Behavioral Health Services, Provider Network, Access and Complaints

Eddy SeniorCare Behavioral Health Program

What We Offer

• Comprehensive Behavioral Health Services for PACE participants
• Access to In-Network Providers for psychiatry, psychology, therapy, and substance use disorder (SUD)
• Telehealth Options available for convenience and continuity of care
• Cultural & Linguistic Support including interpreter services at no cost

Access Standards

• Initial Appointment: Within 10 business days
• Post-Hospital Discharge: Within 7 calendar days
• Urgent Needs: Immediate escalation for emergencies or urgent behavioral health concerns
• If these timeframes cannot be met with in-network providers, PACE will authorize out-of-network services, at no additional cost to the PACE participant.

How We Help

• Appointment Scheduling & Warm Transfers
• Transportation Coordination (including escorts if needed)
• Language Assistance for non-English speakers and accommodations for hearing/vision impairments

Behavioral Health Services

To request assistance scheduling behavioral health services and/or transportation to and from appointments, please contact:

• Office Manager – Medical Records
• Direct phone number: 518-382-3290
• Email: PACENOTICES@sphp.com
• Hours of operation:  Monday thru Friday: 8:00am to 4:30pm
• Off hours, weekends and holidays: On call: 518-382-3290 and ask for on call Registered Nurse

Filing a Complaint or Grievance

Participants or caregivers can file a grievance orally or in writing. Language assistance and accessibility accommodations are available.

Resources

Behavioral Health Access Plan
Provider Network List
504 Complaint/Grievance Policy
Out of Network Provider Policy
132 Maintenance of Provider Network Policy

Errors in provider network should be reported to same PP as they call to access services and same email address