As the U.S. faces an unrelenting behavioral health crisis, access to timely, effective mental health services remains out of reach for many. Long waitlists, clinician shortages, outdated provider directories, and the sheer complexity of navigating the healthcare system all create overwhelming barriers. Recognizing these challenges, Point32Health, a nonprofit health plan, has launched a bold, innovative program designed to close the gap in behavioral health access—connecting members to care quickly, personally, and compassionately.
At the heart of this initiative is a brand-new employee role—the service navigator—designed to serve as a bridge between members and behavioral health providers. It’s a move aimed not only at improving access, but also at redefining what behavioral health access should look like in today’s healthcare landscape.
A Human Connection to Behavioral Health
“We’ve identified that one of the biggest missing pieces is just how hard it is for people to get connected,” says Bill Harlan, Vice President of Behavioral Health at Point32Health. “Because of the clinician shortage, it takes so much time for the average person—leaving voicemails, researching online, trying to find someone who is available. That delay can be discouraging, especially for people reaching out for help for the very first time.”
To address this challenge, Point32Health’s service navigators provide a direct and human-centered solution to improve behavioral health access. Members call a dedicated line and are connected to a navigator or receive a quick callback. These navigators aren’t clinicians, but they’re trained to help assess the member’s goals, preferences, and needs in a brief, supportive conversation.
Solving the Pain Points of Access
One of the most common barriers to behavioral health access is the burden placed on the patient. Between calling multiple providers, leaving messages, and waiting days or weeks for a response, the process is not only inefficient—it’s exhausting.
That’s why Point32Health’s service navigators take on that responsibility. After gathering key details from the member, they reach out to trusted providers to schedule appointments directly. This approach removes the friction that often prevents people from getting timely help.
“Providers love getting referrals, and we love making them,” Harlan explains. “It’s a symbiotic relationship that improves behavioral health access for everyone involved.”
More Than Just a First Appointment
The role of the navigator doesn’t end after booking a session. Point32Health built the program to support members along the entire journey, including follow-up calls after their first appointment to see if the clinician is a good fit.
This ongoing support encourages members to advocate for themselves, even if that means trying a different provider. It’s a key part of improving long-term behavioral health access—helping people feel empowered in their own care decisions.
“Educating consumers that they can audition a few different therapists is completely appropriate,” says Harlan. “We try to normalize that.”
From Pilot to Expansion
Launched in 2023 with just one navigator, the program has now expanded to a full-time team of eight, serving over 1,000 members to date. The results are promising—and Point32Health is already planning to expand access options beyond phone calls, creating even more pathways for people to get connected.
As the program grows, it reinforces the idea that behavioral health access needs to be proactive, personalized, and integrated into the broader healthcare experience.
Addressing the Ghost Network Problem
One major hurdle in behavioral health access is the issue of “ghost networks”—provider directories that list outdated or unavailable clinicians. While the navigator program doesn’t eliminate this issue entirely, it provides a real-time workaround by connecting with actively practicing providers on the member’s behalf.
Point32Health sees this as a stepping stone toward building a more accurate, trustworthy network—a critical component of reliable behavioral health access.
Integrated Care for Whole-Person Health
Point32Health is also evolving how it manages behavioral health at the organizational level. Instead of outsourcing behavioral health administration, the company is bringing it in-house and integrating it with medical and pharmacy services. This whole-person approach is designed to support better outcomes and more accountable care.
“We felt strongly that behavioral health is so top of mind and so key to success,” Harlan notes, “that we needed all of our programs to live within our four walls.”
This integration plays a pivotal role in improving behavioral health access, by ensuring that members’ mental health needs are considered alongside physical and pharmaceutical care.
Conclusion: A Model for Modern Mental Health Care
With its care navigation program, Point32Health is meeting the moment—redefining what behavioral health access looks like in a system still plagued by fragmentation and delays. By centering the patient experience, eliminating friction, and creating direct relationships with providers, Point32Health is setting a new standard for how health plans can support members on their mental health journey.
For the thousands of individuals navigating their way toward wellness, this isn’t just a program—it’s a lifeline.
