Case Study: Leading Behavioral Health Service Provider achieves behavioral health insourcing and improved care integration with Optum

Leading Behavioral Health Service Provider - Customer Case study

Leading Behavioral Health Service Provider, a mid-sized provider‑owned payer, sought to insource behavioral health services to better integrate behavioral and medical care. After more than a decade of outsourced behavioral health operations, the organization lacked in‑house expertise, faced data integrity and interoperability problems migrating from the incumbent vendor’s systems, and needed to stand up new operations (call center, enrollment, claims, clinical and customer service) while hiring and training staff. Optum was engaged to provide consulting and implementation support.

Optum’s consulting team documented business requirements, established standard operations and policies, bridged data and interoperability gaps with the incumbent vendor, trained staff, and implemented the new behavioral health line on the client’s existing technology platforms. The unit was successfully insourced and went live on the target date with no negative impact on service or performance; it is now fully operational and has strengthened the plan’s ability to provide more comprehensive care to members.