Fidelis Care Behavioral Health Access

Our Commitment to You

At Fidelis Care, we want to ensure all members can get the behavioral healthcare they need when they need it. We continuously work to improve access and accuracy across our provider network, so members can find the right care.

Need Help Getting Behavioral Health Services?

If you are having trouble finding behavioral health care or think there is an error in our provider directory, please call the Fidelis Care Designated Behavioral Health Access Team:

• 1-888-343-3547 (ext. 6)

Our team is here to help.

New Appointment Wait Time Standards – Effective July 1, 2025

To ensure timely access to care, Fidelis Care follows the new wait time standards from New York State Department of Health:

• Ten (10) business days for an initial appointment with an outpatient facility or clinic
• Ten (10) business days for an initial appointment with a healthcare professional who is not employed by or contracted with an outpatient facility or clinic
• Seven (7) seven calendar days for an appointment following a discharge from a hospital or an emergency room visit

These rules help ensure members receive care when they need it most. We work closely with our providers to reach these goals.

For Providers

If you are a behavioral health provider and notice issues in our directory, please:

• Contact your Provider Engagement Specialist, or
• Log in to the Provider Portal to update your information directly.

Keeping your information up to date helps ensure members can get the care they need.

To ensure members’ timely access, providers must follow the new wait time standards listed above and share updated contact information as soon as available.