Member Handbook

The CBH Member Handbook is a guide to help members navigate mental health and substance use services. The handbook also provides information about connecting to services and resources, finding help in an emergency, and CBH Member rights and responsibilities.

(Latest Updates: English, January 2025; translations, January 2023, update in progress)

• CBH Member Handbook (English)
• Manual para Miembros de CBH (español)
• CBH Sổ tay Hội viên (Tiếng Việt)
• دليل لأعضاء
• အဖွဲွဲ့ဝငလ်ကစ်စွဲာအပု်
• 会员手册

If you speak a language other than English, free language assistance services are available for this document and other materials. Contact CBH Member Services for options.

What is HealthChoices?

HealthChoices is Pennsylvania’s Medical Assistance managed care program. There are two main parts to HealthChoices: physical health care and behavioral health care.

• Physical health services are provided through Physical Health Managed Care Organizations (PH-MCOs) or through Community HealthChoices Managed Care Organizations (CHC-MCOs). PH-MCOs are overseen by the Department of Human Services’ Office of Medical Assistance Programs and CHC-MCOs are overseen by the Department of Human Services’ Office of Long-Term Living.
• Behavioral health services include mental health services and substance use disorder services. These services are provided through Behavioral Health Managed Care Organizations (BH-MCOs) that are overseen by the Department of Human Services’ Office of Mental Health and Substance Abuse Services (OMHSAS).

What is Community Behavioral Health?

Community Behavioral Health (CBH) welcomes you as a member of HealthChoices and CBH!

The Philadelphia behavioral health system includes the Department of Behavioral Health & Intellectual disAbility Services (DBHIDS), of which CBH is a division. The behavioral health system is here to help people with substance use or mental health challenges achieve health, well-being, and self-determination.

CBH is a Behavioral Health Managed Care Organization (BH-MCO). We work with our Pennsylvania (PA) state partners at OMHSAS. Together, we manage behavioral health benefits for Philadelphia residents who receive Medical Assistance (MA), also known as Medicaid, through the PA Medicaid program called HealthChoices.

CBH is the only BH-MCO for Philadelphia County. CBH does not directly provide services. We help arrange and pay for your behavioral health services, which include mental health and substance use services.

These services are provided by network providers. Network providers are behavioral health agencies and independent practitioners that provide services to CBH members. Providers are procured and added to the network based on service needs. CBH provides referrals to members to these agencies based on member needs and choice.

CBH makes sure that you are receiving the kind of services you need and that the services are covered under HealthChoices. CBH may not cover all your health care expenses. Read your handbook carefully to determine which health care services are covered. You can contact CBH with any questions about behavioral healthcare services.

CBH Member Services

Staff at CBH Member Services can:

• Answer your questions
• Help you find behavioral healthcare providers near you
• Connect you to transportation resources
• Make sure your services are covered so you don’t have to pay for them
• Advocate with you for approved services
• Assist with filing a complaint or grievance

CBH Member Services are available 24 hours a day, seven days a week. For members who are deaf, hard of hearing, or have difficulty speaking, you may call the Pennsylvania Relay Operator at 711 to get help communicating with CBH. If you speak a language other than English, staff can help you access interpreter services.

CBH Member Services can also be contacted in writing at:

Community Behavioral Health
801 Market Street, 7th Floor
Philadelphia, PA 19107
ATTN: Member Services

Enrollment

In order to get services in HealthChoices, you need to stay eligible for Medical Assistance. You will get paperwork or a phone call about renewing your eligibility. It is important that you follow instructions so that your Medical Assistance does not end. If you have questions about any paperwork you get or if you are unsure whether your eligibility for Medical Assistance is up to date, contact CBH Member Services or your CAO.

Medicaid Eligibility

How to Apply for Medical Assistance

Locations Where CBH Members Can Apply for Medical Assistance:

Liberty District
219 E Lehigh Ave, Philadelphia, PA 19125
Office Hours: 8 a.m. to 5 p.m.
Phone: 215-560-4000
Fax: 215-560-4065

Long Term and Independent Services District
5070 Parkside Ave, Philadelphia, PA 19131
Office Hours: 8 a.m. to 5 p.m.
Phone: 215-560-5500
Fax: 215-560-1495

Ridge/Tioga District
1350 W Sedgley Ave, Philadelphia, PA 19132
Office Hours: 8 a.m. to 5 p.m.
Phone: 215-560-4900
Fax: 215-560-4938

Somerset District
2701 N Broad St, 2nd Fl, Philadelphia, PA 19132
Office Hours: 8 a.m. to 5 p.m.
Phone: 215-560-5400
Fax: 215-560-5403

South District
1163 S Broad St, Philadelphia, PA 19147
Office Hours: 8 a.m. to 5 p.m.
Phone: 215-560-4400
Fax: 215-218-4650

Unity District
4111 Frankford Ave, Philadelphia, PA 19124
Office Hours: 8 a.m. to 5 p.m.
Phone: 215-560-6400
Fax: 215-560-2067

West District
5070 Parkside Avenue, Philadelphia, PA 19131
Office Hours: 8 a.m. to 5 p.m.
Phone: 215-560-6100
Fax: 215-560-2053

Changes in Coverage

There are reasons why your eligibility for Medical Assistance or the HealthChoices program might change. The following sections tell you the reasons your eligibility might change and what you should do if it does.

Changes in the Household

Call your County Assistance Office (CAO) at 1-800-692-7462 and contact CBH Member Services if there are any changes to your household.

For example:

• Someone in your household has a baby
• Your address or phone number changes
• You or a family member who lives with you gets other health insurance
• A family member moves in or out of your household
• There is a death in the family

Remember that it is important to call your CAO right away if you have any changes in your household because the change could affect your benefits.

What Happens if I Move?

If you are moving to a different county in Pennsylvania, please contact CBH Member Services to let us know you are moving. We can help make sure you get services in your new community. You should also call your CAO and give them your new address and phone number.

If you move out of state, you will no longer be able to get services through HealthChoices. You should let your CAO and CBH know that you are leaving Pennsylvania. Your caseworker will end your benefits in Pennsylvania. You will need to apply for benefits in your new state.

Loss of Benefits

If for any reason you lose your Medical Assistance benefits, you should call your CAO. The CAO will help you understand why your Medical Assistance benefits have ended and what must happen for you to be eligible for Medical Assistance benefits again.