Senior Life (PACE)
Member Resources

Behavioral Health Access & Appointment Standards

Appointment Wait Time Standards

Behavioral Health Appointment Wait Time Standards ArchCare Senior Life is committed to ensuring you receive behavioral health care when you need it. We adhere to the following maximum wait time standards:

Initial Appointment (Clinic/Facility): Within 10 business days of your request.
Initial Appointment (Private Professional): Within 10 business days of your request.
Post-Discharge Appointment: Within 7 calendar days of a discharge from a hospital or emergency room.
Urgent Care: Within 48 hours of your request.
Non-Urgent Follow-Up: Within 10 business days of your request.

Process to Submit an Access Complaint

How to File an Access Complaint If you are unable to secure an appointment within the wait times listed above, you have the right to file an Access Complaint.

Phone: Call your care manager or nursing manager at 1‑866-263-9083 (TTY/TDD: 711)].
Online: via email to providerrelations@archcare.org.
Resolution: We will help you find a provider (in-network or out-of-network) who can see you within the required timeframe. We will provide you with the provider’s contact info within 3 business days of receiving your complaint.

Designated Staff Contact Information

Need Help Finding a Behavioral Health Provider? If you need assistance finding a mental health or substance use disorder provider who specializes in your specific condition, please contact our Inter Disciplinary Team:

Phone: 1‑866-263-9083 (TTY/TDD: 711)
Hours: Monday–Friday, 8:00 AM – 5:00 PM]
After Hours: For urgent needs after hours, please call our 24/7 Nurse Advice Line at 866-263-9083.

Reporting Provider Directory Errors

Report a Directory Error Is a provider’s phone number, address, or “accepting new patients” status incorrect? Please let us know so we can fix it.

Report via Email: ProviderRelations@ArchCare.org
Report via Phone: 1‑866-263-9083 (TTY/TDD: 711), Option 1.
Our Commitment: We will investigate and correct all reported directory errors within 15 calendar days.

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This page was last updated on Wed, 12/20/2025 – 09:43

Participants may be fully and personally liable for the costs of unauthorized or out-of-PACE program agreement services.

The information contained on this ArchCare website is provided as a community service. It is provided as an educational resource and should not take the place of the advice and recommendations of your personal physician. If you have or suspect you have a health problem, please visit a healthcare professional.

Discrimination is Against the Law
ArchCare complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. ArchCare does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.
ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1 866-263-9083 (TTY: 711).
注意：如果您使用繁體中文，您可以免費獲得語言援助服務。請致電1 866-263-9083 (TTY: 711)