Who is Cenpatico?

We are the company that manages the mental health and substance abuse benefits for Kansas HealthWave.

How can I find out about the services that you have?

Your member services handbook and this website will give you information about our services. You can also call our customer service department to get more information.

Will I get an appointment to see someone when I call your customer service department?

Our customer service representatives will give you information about providers in your area. You can call the provider to schedule a time that works best for you. If you need additional assistance finding a provider or scheduling an appointment, our Care Coordination staff can assist as well. If you need this help, please let the customer service representative know, and they will connect you with a Care Coordinator.

Do I need a referral from my primary care doctor to see a counselor or psychiatrist?

No, a referral is not needed to see an in-network provider. You can just call and schedule an appointment.

Do I need to get an authorization number from Cenpatico before my first visit?

No, you can see any of the therapists, psychologists or psychiatrists in our network without a preauthorization.

I don’t know what kind of help I need. What’s the difference between a counselor, a psychologist, and psychiatrist?

A counselor or therapist is someone who will talk to you about your problems and help you work through them.

A psychologist is a person who can do psychological testing as well as counseling. Their title is Dr. because they have a Ph.D. degree but they are not a medical doctor and cannot prescribe medication.

A psychiatrist is a medical doctor who has extra training to understand and treat mental health problems. He or she can prescribe medicine to help with depression, anxiety, mood swings and other conditions.

What if I or my child needs to go to a hospital for mental health or substance abuse problems? Do I need to call Cenpatico in advance to get it approved?

You and your child would need to have a face to face evaluation at the hospital before being admitted. The hospital will call us for approval. You would not need to call unless you need to know which hospitals are part of the Cenpatico network.

What if I need help after business hours or on the weekend?

Cenpatico has an after hours service team. They can direct you to the services that you need.

I’m having trouble finding a provider in my area that specializes in my issue. Can Cenpatico help me with this?

Yes. Cenpatico has Care Coordinators who can help you find a provider to meet your needs. If you need special assistance, let the Customer Service representative know when you call. They will connect you with a Care Coordinator.

What if I don’t like my counselor or psychiatrist? Can I change providers?

Yes. It is important for you to feel comfortable with the person you are going to for help. Let us know if you would like to change providers. We can help you find someone new.