In a bid to tackle one of the most persistent problems in behavioral health — long wait times — Optum, the health services arm of UnitedHealth Group, has made significant strides by acquiring Refresh Mental Health and CARE Counseling. These acquisitions are part of a comprehensive strategy designed to reduce mental health wait times and improve access to care, which has been a major concern across the United States.
As one of the largest healthcare organizations in the world, UnitedHealth Group has long been at the forefront of healthcare innovation. Through Optum, the company is focusing on enhancing the way care is delivered, particularly in the behavioral health sector. With mounting evidence that long mental health wait times are a barrier to mental health care, Optum is positioning itself to address this issue head-on, aiming to bring much-needed relief to patients who are often forced to wait weeks or even months for access to treatment.
The Problem: Long Mental Health Wait Times for Mental Health Services
The demand for behavioral health services has been growing rapidly in the U.S., but the availability of providers has not kept pace with this demand. In fact, access to mental health care remains one of the most significant barriers for individuals seeking help. As Heather Cianfrocco, president of Optum, pointed out, securing a timely appointment for behavioral health services is a challenge for many patients. On average, it takes over 50 to 60 days for a patient to get an appointment for high-quality behavioral care. For patients in rural areas, the situation can be even worse. In some parts of the country, like Wyoming, wait times can stretch to an eye-popping 92 days for psychiatric services. For other types of psychological services, the median mental health wait time is reported to be around 12.8 weeks.
This issue is particularly concerning as long mental health wait times can exacerbate the mental health struggles of individuals who need care now. When individuals face significant delays in accessing services, it can lead to worsened symptoms, crisis situations, or even more severe health outcomes. For many, the gap between seeking help and receiving care can be a matter of life and death.
The good news is that Optum, which has positioned itself as a leader in healthcare services, is actively working to solve this problem. By acquiring key behavioral health providers, the company is aiming to increase the availability of services and shorten the mental health wait times for patients seeking treatment.
Optum’s Solution: Strategic Acquisitions of Refresh Mental Health and CARE Counseling
Optum’s acquisition of behavioral health providers is a critical step in addressing the longstanding problem of mental health wait times. In early 2022, Optum acquired Refresh Mental Health, which at the time was the second-largest outpatient mental health provider in the country, just behind LifeStance Health Group. This move gave Optum a substantial footprint in the outpatient mental health space, enabling the company to expand its ability to deliver high-quality care at scale.
Then, in April 2024, Optum made another strategic acquisition with the purchase of CARE Counseling, a fast-growing provider based in St. Louis Park, Minnesota. The terms of the deal were not disclosed, but the acquisition further solidified Optum’s position as a dominant player in the behavioral health market. CARE Counseling’s rapid growth and inclusion on the Inc. 5000 list of the fastest-growing companies in the U.S. highlights the increasing demand for mental health services and the success of the company’s model.
By acquiring these well-established behavioral health providers, Optum gains the ability to not only expand its geographic reach but also to ensure that patients can access care in a more timely and efficient manner. This directly addresses the critical issue of long mental health wait times, which has been a persistent barrier for those in need of behavioral health services.
Optum is also working to integrate these behavioral health services into its broader healthcare ecosystem, including its primary care, specialty care, pharmacy, and home health services. This integration is central to Optum’s vision of delivering comprehensive, patient-centered care that addresses both physical and mental health needs.
Value-Based Care: A Holistic Approach to Healthcare Delivery
Optum’s strategy extends beyond just reducing mental health wait times and expanding access. The company is also deeply committed to value-based care, a healthcare delivery model that focuses on improving patient outcomes while reducing unnecessary medical expenses. In this model, healthcare providers, payers, and patients work together to align incentives in a way that prioritizes quality care over volume.
According to Cianfrocco, Optum’s acquisitions of behavioral health providers are part of a larger goal to create a system where mental health services are integrated with primary care and other specialties under value-based care contracts. This approach allows Optum to offer more coordinated, holistic care for its patients, addressing both physical and mental health needs in a seamless manner.
Value-based care aims to shift the focus from treating sickness to promoting overall wellness and improving long-term health outcomes. It rewards providers who deliver high-quality care that leads to better patient outcomes while reducing the total cost of care. By incorporating behavioral health into this model, Optum is helping to break down the silos that often exist between physical health and mental health, ensuring that all aspects of their care are addressed in a coordinated manner.
Optum’s Vision: A Comprehensive Healthcare Delivery Model
Optum’s vision is to become the leader in healthcare delivery by providing high-quality, cost-effective care across a wide range of services. Cianfrocco has emphasized that Optum aims to offer the best possible care for individuals across the U.S., with a focus on aligning incentives, reducing unnecessary medical expenses, and improving patient outcomes. The acquisition of behavioral health providers is a key part of this vision, as it helps Optum deliver a more complete and integrated care experience.
For Optum, behavioral health is not just an isolated service but a vital component of a comprehensive healthcare delivery model. By combining behavioral health with primary care, specialty care, and other services, Optum is creating a more cohesive healthcare experience for its patients. This approach is particularly beneficial for individuals with co-occurring physical and mental health conditions, as it ensures that all aspects of their care are addressed in a coordinated manner.
OptumHealth, the division responsible for managing Optum’s healthcare services, is a major player in the company’s value-based care efforts. With over 100 payer partnerships, OptumHealth works with insurers to manage risk and improve care delivery. Through these partnerships, Optum is able to extend its reach and offer value-based care arrangements to a broader population.
UnitedHealth Group’s Leadership in Value-Based Care
At a broader level, UnitedHealth Group’s CEO, Andrew Witty, has highlighted the importance of value-based care in the company’s long-term strategy. He noted that while value-based care has been a talking point in the healthcare industry for decades, it is only within UnitedHealth Group and Optum that this model has been implemented at scale. Witty’s remarks underscore the unique position of UnitedHealth Group in the healthcare space, as the company has been able to deploy value-based care on a national level, allowing it to operate as a true business model.
Witty also pointed out that UnitedHealth Group’s leadership in value-based care sets the company apart from other organizations in the industry. The scale and presence of the company allow it to test and refine value-based care strategies, providing valuable insights into how this model can transform healthcare delivery.
The Future of Behavioral Health Integration
As Optum continues to acquire behavioral health providers and expand its services, the company will need to focus on integrating these services into its broader healthcare delivery model. This integration will be key to ensuring that patients receive coordinated care that addresses both their physical and mental health needs.
Although Optum has been relatively quiet about the specifics of how behavioral health will be integrated into its clinical services and how UnitedHealthcare will approach mental health, the company’s commitment to value-based care suggests that behavioral health will play a central role in its future healthcare offerings. As Optum and UnitedHealth Group continue to refine their approach to healthcare delivery, they are likely to set the standard for how behavioral health services can be integrated into a more holistic care model.
Conclusion
Optum’s acquisitions of Refresh Mental Health and CARE Counseling are part of a broader strategy to address the long-standing problem of mental health wait times. Through these acquisitions, Optum is not only expanding its reach but also improving access to care for patients who need it most. By integrating behavioral health into its value-based care model, Optum is taking a major step toward creating a more coordinated, patient-centered healthcare system. As the company continues to grow and innovate, it is likely to play an increasingly important role in shaping the future of mental health care in the U.S.
