Many Kentucky members will be transitioning to UnitedHealthcare on January 1, 2025. Our Quick Reference Guide has information that can help with the transition.
Inpatient, Partial Hospitalization, Residential and Intensive Outpatient Services can be requested by phone at 1-800-658-0569 or by signing in to the secure Provider Express Portal. Retroactive requests are submitted in writing to:
Optum Behavioral Health Solutions
Attn: National Appeals Department
P.O. Box 30512
Salt Lake City, UT
84130-0512
Fax: 1-855-312-1470
If you have any questions, please call 1-866-556-8166.
Western, Central and Eastern state hospital facility discharge planning assistance, please email discharge summaries to care advocacy for assistance
In-network SUD residential treatment facility discharge planning assistance, please email discharge summaries to care advocacy for assistance
If you have questions about KHIE or want to begin the connection process, please email KHIE@ky.gov, Call 502-564-7992 EXT 2800 or visit them online.
At least annually, the Health Plan will remind all physical health and behavioral health, providers of their role in providing comprehensive health care and the importance of integrated physical and behavioral health, especially for people experiencing chronic physical and/or behavioral health issues. In this reminder, PCPs will be encouraged to use State-approved screening tools and other resources to facilitate early identification of behavioral health needs.
Optum has adopted the InterQual® Care Guidelines for guidance on clinical criteria decisions for the treatment of behavioral health conditions for Kentucky Medicaid membership. The InterQual® criteria Care Guidelines are proprietary to InterQual® and are not published on this website.
UnitedHealthcare Community Plan
Attn: Health Services
P.O. Box 5270
Kingston, NY 12402-52701
Claims, appeals, disputes and payments
Eligibility and referrals
For claims assistance, please contact your Behavioral Health Provider Advocate below to receive the PCI spreadsheet for direct email support.
| Individuals, Groups, CMHCs and Facilities, KPCA – 1, 2, 5 | Lucy Howard | Lucy.Howard@optum.com | (P) 763-321-2109 |
| Individuals, Groups, CMHCs and Facilities - Region 3 | Krista Hubbard | Krista.Hubbard@optum.com | (P) 952-324-4667 |
| Individuals, Groups, CMHCs and Facilities - Regions 4, 6, 7, 8 | Michelle Stepp | Michelle.Stepp@optum.com | (P) 763-330-6136 |
If no resolution is found, contact the Director of Provider Relations, KY:
| All Regions | Amanda Gloeckner | Amanda.Gloeckner@optum.com | (P) 612-428-6652 |
Behavioral Health Identification, Treatment and Referral in Primary Care: 3-Part On-Demand Series
Part 1: Depression and Follow-up After Higher Levels of Care Available until June 8, 2027
Part 2: Substance Use Disorders in Primary Care Available until November 1, 2024
Part 3: Behavioral Health Treatment for Children and Adolescents Available until February 14, 2025
Begin the Training Download the Flyer
Both on-demand and re-occurring trainings are available through your Provider Advocate. Please refer to the map to identify the Advocate for your area.
Mental Health First Aid (Adult)
Mental Health First Aid (Youth)
Flite
Seeking safety
Trauma-informed care
8 dimensions of wellness
Cultural competency
Sustainability
Educational presentations
Self-care presentation
Coping with anxiety and stress
To request a recovery and resilience training, please email Keia Briscoe