Geoffrey Boyce, CEO of Array Behavioral Care, discusses Array AtHome’s telebehavioral health services, which are now available to approximately 5 million Humana Medicare Advantage members.
Following Array's announcement that it is now providing telebehavioral health services to Humana Medicare Advantage members, Geoffrey Boyce, CEO of Array Behavioral Care, explains how Array AtHome is building on clinical mental health care, not replacing it.
Array recently announced it is providing telebehavioral health services for Humana Medicare Advantage members. How does the AtHome service differ from the existing partnership?
We're really thrilled that we were able to come out with this press release in January. We've been working for a year or so to build this partnership and to build this program where Array Behavioral Care clinicians can provide live psychiatry and therapy sessions via video to all of Humana's Medicare Advantage members across the country. What we hope that will do for these members is to enhance their access, obviously by leveraging telehealth, but put them in a position where they can receive services regardless of their location. The other benefit that we really see for Humana's membership is that they're all going to have more choice in finding the right long-term clinician for their needs, which we hope will enable them to build the right therapeutic relationship with a high level of consistency to overall enhance their wellness.
We're really committed to getting folks matched up with the right high-quality licensed mental health professionals on an ongoing basis. One of the things that sort of differentiates what we've been designing here is that it's a tech-enabled service for top mental health clinicians; it's not a technology or some sort of paraprofessional that we're trying to put out there to replace really high-quality live sessions with a licensed clinician. What we would say is different about this relationship vs some of the things that we've done in the past is that there's a real high level of commitment and engagement from both parties—both Humana and Array—to really operate this in true partnership. We're measuring and we're committing to maintaining really high levels of member satisfaction, as measured by [Net Promoter Score]. We're committed to really carefully managing our supply of clinicians to ensure availability, with measures like time to first appointment and overall SLA—service-level response agreements. We're both really committed to educating and engaging Humana's membership on telebehavioral health—making sure they understand what it is and the ways it can help them. And we're really engaged in integrating our systems with one another so that we can exchange valuable data and information on all of the above and, ultimately, that we can track long-term efficacy and cost implications of this program to Humana and its overall membership.
Transcript edited for clarity.