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Clinical Referral Line

UBA operates a clinical referral line that is the foundation of our service. The Clinical Referral Line provides 24-hour access for referrals and authorization for mental health and substance abuse services at all levels of care. Incoming requests for clinical services come from various sources (e.g., patients, family members, primary care physicians, employee assistance programs, health plans, or behavioral clinicians).

The Clinical Referral Line is staffed by Care Coordinators and Utilization Management Clinicians. All contacts through the Clinical Referral Line are conducted using a strict protocol, logged in the utilization management record, and tracked by a UM Clinician.

  • A routine call is a request for an evaluation with a clinician in which the caller acknowledges that there is no urgency or acute distress. An evaluation is offered to the member within five days of the call.

  • An urgent call is a request for an evaluation with a clinician with evidence that the member is in acute distress, but denies that they are suicidal or violent. An appointment for an evaluation is offered in less than 24 hours.

  • An emergency call is a request for an evaluation with a clinician with evidence that the member may be in imminent danger. In these instances, a referral for immediate evaluation is made.

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