Patient FAQ

HBI is a behavioral health organization delegated by various insurance groups to administer behavioral health services.

No, you don't. Simply call for an appointment. HBI will work closely with your physician when necessary.

Authorization is dictated by your insurance plan. Some plans automatically authorize a certain number of visits, and some require authorization from the first visit. Check with your health plan regarding authorization, or call HBI Intake Department at (702) 248-8866 option 1 for clarification.

Call the member services/mental health services telephone number on the back of your member ID card.

Coverage is determined by your insurance plan. As a general rule, psychological testing may require prior authorization.

Most insurance plans will deny claims if services are not authorized. Under certain situations, they may allow a restricted retroactive review. For clarification, call HBI Intake Department at (702) 248-8866 option 1.

Such requests usually come from an MD or a teacher. Testing is not processed automatically. Most plans require a screening assessment by a specialist before such a procedure is done.

Educational assessment is generally not covered by most insurance plans. Once a recommendation for testing is made by a school counselor or psychologist, the school has a designated period of time to complete such an evaluation. Ask your school counselor about the designated time frame.

It is important that HBI personnel and providers protect confidential patient information from being disclosed. HBI staff members follow all applicable local, state, and federal laws and regulations with respect to maintaining confidentiality. We work to protect your confidentiality through the following procedures:

  • Only personnel that have a direct need to know basis have access to a patient's record.
  • Computers at HBI can only be accessed with the employee's personal password.
  • All HBI personnel sign a confidentiality statement at the time of hire.
  • All providers sign an agreement to maintain patient confidentiality.
  • HBI will not share your information without your written permission, unless it is required by law. In some cases, a legal guardian must give their permission.
  • We will share information as permitted by law if your safety or the safety of others is a concern.
  • HBI follows and complies with HIPAA standards.

No. Just call the HBI telephone number given to you by Human Resources to schedule an appointment.

Records are shared with your permission (or a legal guardian's). You or your guardian needs to sign a consent form granting your permission for such a release. Records may be released without your consent when your safety or the safety of others is in jeopardy or required by Federal or State laws.

Please speak with your provider who will arrange for a time to review your records.

Be aware that if you need a copy of your records, there may be a fee.

HBI uses national and in-house standards when evaluating level of care services. These criteria are periodically reviewed and updated and must be approved by HBI's Quality Management Committee.

Members/providers can appeal denials for reconsideration. You can request an appeal either verbally or in writing. At the time of denial, you will receive a form explaining the appeal process. You can file these appeals with the HBI Utilization Management (UM) Coordinator.

A complaint can be made by an enrollee, a guardian, a provider, a health plan, or a governmental entity.

You can file a complaint either verbally or in writing. Send your complaint to HBI Member Services by completing a request for service.

Counseling is essentially a relationship between the client and the therapist/clinician. In the event you want to make a change, please contact HBI's patient coordinator at extension 222 and an appropriate change will be made.

If you have any questions that were not answered above, Contact Us. We are here to help.