April 2025 Top of Mind

Make it easy for members to find you 

If you ask a patient what frustrates them about seeking care, finding a therapist who’s covered by their health plan is likely near the top of the list.

Here’s how you can help: Keeping your practice information up to date in our provider directories is one of the best ways to help ensure our members can find you.

It takes just a few minutes

You can review and update your demographic information – such as your practice name, office location, email or whether you’re accepting new patients – at any time. Your information must be verified at least once every 90 days, and you’ll receive emails to remind you to do so.

BUT … If something changes in between, don’t wait!

 Make the update today. Here’s how:

Review your listing in the Live and Work Well member directory

Then, log in to the Provider Express secure portal with your One Healthcare ID and password

Select My Practice Info from the menu at the top of the page, then select the type of information that needs to be updated from the drop-down menu. Review the training guide for assistance.

Be sure to check your:  

• Appointment availability status – Indicate whether or not you’re accepting new patients.
• Contact emails – You can designate up to 8 different email addresses for things like credentialing/recredentialing, billing, communication, administration, etc. This eliminates the need to forward information to the right contact.
• Area of Expertise designations – Highlight special training, certifications and unique experience that sets you apart from other providers and can help members find the right “fit” for their care.

Most updates are reflected in Optum Behavioral Health internal systems in real time. Directory updates are made nightly and will be reflected in your listing the next day.

Note: Facilities that need to update demographic information should call the Provider Service Line at 1-877-614-0484, Monday-Friday 7 a.m. to 7 p.m. CT

If you don’t update your data

It’s pretty simple: Members won’t be able to find or contact you as a network provider, or realize you have specific expertise that could benefit them. And, Optum Behavioral Health may remove providers and facilities from our network directory if we’re unable to verify your demographic information. If you’re in California, failure to respond to the 90-day attestation notification may result in a delay of payment or reimbursement of a claim.  

Questions?

For general items, call the Provider Service Line at 1-877-614-0484 for assistance.

For technical support, call the Provider Express Support Center at 1-866-209-9320 from 8 a.m. to 8 p.m. ET, Monday–Friday.