Frequently Asked Questions
In an emergency (inside or outside the Service Area), you should call 911 or seek care at the nearest Emergency facility. If 911 services are not available in your area, call the local number for Emergency medical services.
Not sure if you need to go to the emergency room? Call our free Nurse Advice Line (1-866-763-4829) for guidance. Registered nurses are available around the clock to answer your health questions and possibly save you a trip to the hospital or emergency room.
If you are not feeling well and your Primary Care Physician (PCP) is unable to see you, or if it is after business hours, you can ask if another doctor in the practice is able to see you. This can be helpful in situations that do not require an emergency room visit, but may not be able to wait until your PCP is next available.
You need to choose a doctor for all your routine care. Your doctor, also called a Primary Care Physician or PCP, should be the first person you call when you have medical issues (unless it's an emergency). Your doctor will help you manage your health and send you to specialty doctors or hospitals when needed.
If you don't choose a doctor, one will be assigned to you—but you can change at any time.
Generally, any doctor or hospital that you visit must be chosen from a list of providers who work with WellSense. They are also called “in-network” providers. Your doctor will refer to you other doctors or hospitals on our approved list to make sure that your medical visit is covered by insurance (there are some exceptions). See a list of doctors and hospitals you can use.
For a complete list of the services covered by WellSense, read the Covered Services List that came in the mail or find it here. This is the most important document you have, since it tells you what WellSense will/will not cover.
In general, you must get all your healthcare services from WellSense network doctors and providers. The only exceptions are:
- If you need emergency care (or treatment at the closest emergency room for serious illness or injury in a life-threatening situation)
- If you need urgent care when you are traveling outside our service area
- If you need family planning services
- If WellSense (or Beacon Health Strategies for behavioral health services) gives prior approval, also called prior authorization, for you to get care from an out-of-network provider
We partner with Beacon Health Strategies to manage Behavioral Health services. Call Beacon for help finding a provider for Behavioral Health services. You can also access their online provider directory here.
- 1-855-834-5655: Toll-free, 24-hour Behavioral Health telephone line.
- 1-866-727-9441: TTY/TDD for hearing impaired.
- MDLive Speak with board-certified therapists or psychiatrists from your computer or phone.