Starting December 1, 2015, Aetna Better Health of Louisiana will cover specialized behavioral health services which include mental health and substance use treatment. Different members may be covered for different services.
We will have 4 groups of members:
- Enrollees who receive all their physical and behavioral health services from us
- Enrollees who are eligible to receive only their behavioral health services and non-emergency ambulance transportation from us
- Enrollees who receive behavioral health and non-emergency medical transportation from us
- CSoC (Coordinated System of Care ) members who receive only physical health services from us
Enrollees should contact the enrollment broker, Healthy Louisiana, to discuss their eligibility and learn about all their plan options.
If you have a serious mental illness and you think you are eligible for these services let us know. Talk to your case manager or call us at Enrollee Services at 1-855-242-0802, TTY 711, with questions.
Behavioral Health Crisis Line 1-855-242-0802 - 24 hours a day, 7 days a week
Are you or someone you know:
- Experiencing anxiety or loneliness?
- Symptoms of mental illness, alcohol or drug abuse?
- Thoughts of suicide?
Crisis Intervention Center:
- St. Tammany - 985-231-1142
- Kid line - 1-800-Children
- National Suicide Hotline - 1-800-273-TALK
Our 24-hour crisis line provides immediate help to individuals in emotional crisis. We can help you determine if you or your loved one needs professional consultation. We can link you to the proper services. Help is just a phone call away. Call us now at 1-855-242-0802, TTY 711. We are here 24 hours a day, 7 days a week.
Behavioral health emergencies
For life-threatening situations, always call 911. Crisis services are available 24 hours a day at 1-855-242-0802, TTY 711. You can get help right away if you are having a severe mental health problem or a crisis. You may also get help at a hospital emergency room or a medical or behavioral health clinic.
As an Enrollee of Aetna Better Health of Louisiana, you have access to services for both your physical and behavioral health needs. To access your services or if you have questions, call Enrolles Services at 1-855-242-0802, TTY 711.
You have access to services like:
- Provider visits
- Lab testing
- Treatment for addiction or emotional problems
- And much more
Your benefits also include preventive care and help for serious health concerns. We can also connect you with local resources for extra help. Some services need prior approval before you can get them. Check with your Primary Care Provider (PCP), if you have one, or you can call Enrollee Services at 1-855-242-0802, TTY 711.
The Behavioral Health Covered Services Matrix English/Spanish shows all services covered. Look closely at your benefits. The Matrix will help you understand what is covered by your plan, what is not covered, and how you can get the right care when you need it.
Nonemergent medical transportation
If you don’t have transportation, we will cover transportation to services covered by Aetna Better Health of Louisiana. We use Logisticare for your transportation needs. You can get a ride to your provider visit and to the pharmacy if you go to the pharmacy immediately following the appointment. To schedule a ride, call Logisticare at 1‑877‑917‑4150, TTY 1‑866‑288‑3133. There is no limit on the number of trips provided. You can call Monday through Friday,8 a.m. to 5 p.m.
If you have an urgent need or need help with a ride that you already scheduled, you can call LogistiCare’s “Where’s my ride” toll free number, 24 hours a day, 7 days a week, 365 days a year, at 1‑877‑917‑4151.
Transportation appointments must be scheduled three (3) business days in advance. You may make your reservation up to thirty (30) days in advance. Logisticare will assist with ongoing transportation needs for re‑occurring treatments. When making your reservations, keep in mind that you should not arrive more than one hour before your scheduled appointment.
Your enrollee handbook has a wealth of information to help you get the care you need. Please take time to look through the handbook to learn about your benefits. You also can get enrollee materials in other languages or formats. We can email you or mail a hard copy to you of your enrollee handbook. We provide these materials at no cost. Just call our Enrollee Services Department at 1-855-242-0802, TTY 711.
Rights and responsibilities
As a Plan enrollee, you have rights and responsibilities. For example, you have the right to be treated with respect. And, as an enrollee, you have responsibilities – such as using your ID cards when you go to health care appointments and not letting anyone else use your card. If you need help understanding your rights and responsibilities, call Enrollee Services at 1-855-242-0802, TTY 711.
Grievances and appeals
We take our Enrollee's grievances very seriously. We want to know what is wrong so we can make our services better. If you have a grievance about a provider or about the quality of care or services you have received, let us know right away. You can make your grievance on the phone or in writing. You can call Enrollee Services for help at 1-855-242-0802, TTY 711.
If you do not agree with an action that we have taken, you may appeal. When you file an appeal, it means that we must look again at the reason for our action to decide if we were correct. If you wish, you can have someone represent you when you file your appeal. That person can be a family member, friend or your provider. To file an appeal, call Enrollee Services at 1-855-242-0802, TTY 711. If you do not speak English, we can provide an interpreter at no cost to you.
Abuse or neglect
Abuse can be physical, emotional, or sexual. Examples of physical abuse include choking, hitting, pushing, or causing injury or pain. Emotional abuse can take the form of harassment or bullying. Sexual abuse is any sort of non-consensual sexual contact. Sexual abuse can happen to men or women of any age.
Neglect, too, can be physical and emotional. Some types of physical neglect include not having adequate food, shelter, clothing and protection. Emotional neglect is when the social, intellectual and emotional growth or well-being of a person is restricted.
If any of these happen to you, please contact the local police, the Louisiana Department of Health, or call us at 1-855-242-0802, TTY 711. We are here to help you.
Helpful State websites
- Louisiana Behavioral Health Coordinated System of Care (CSoC) ensures a coordinated system of services and supports for children and youth with behavioral health challenges and their families.
- The Louisiana Department of Health (LDH) manages and delivers servies and support to improve the quality of life for people with mental illness and addictive disorders.
We have additional community resources that you may find helpful.