Kaiser Permanente Hawaii operates differently from other insurance carriers on Headway’s platform. To be seen by a Headway provider, all HMO members must receive prior authorization for external mental health services.
Clients must be referred to Headway by Kaiser Permanente Hawaii in order to receive care through our platform. If a client has been referred to you directly through another group or outside of the Headway system, they cannot be seen through Headway.
Authorization requirement
Kaiser Permanente Hawaii requires that HMO members receive an official referral before receiving care through Headway. This referral must come from the member’s local Kaiser Permanente Mental Health Clinic, where an evaluation will be conducted. The clinic will determine the care options that are medically necessary and appropriate for the member. Whether or not the member is referred to Headway is entirely at the clinic’s discretion.
Next steps for clients without an authorization
If a client contacts you and intends to use their Kaiser Permanente Hawaii insurance, but has not yet been authorized for care through Headway:
- Cancel their upcoming appointment.
- Direct the member to contact their local Kaiser Permanente Mental Health Clinic to request an evaluation and referral to Headway. They can visit Kaiser Permanente’s mental health directory to locate a nearby clinic.
Do not proceed with appointments until Headway receives the referral from Kaiser Permanente Hawaii.
What happens after a referral is sent to Headway
Once Kaiser Permanente Hawaii authorizes a referral to Headway:
- The referral will be sent directly to Headway.
- Headway will then email the member with next steps, including:
- Instructions on how to finish setting up their Headway account.
- A unique link to book an appointment with a Headway provider.
- The member will also receive an authorization letter outlining:
- The clinic or group authorized to provide care.
- The effective date and expiration date of their coverage.