SBH offers access to telephonic interpreter services for all calls free of charge. A face-to-face interpreter can also provide if requested. Please contact SBH (866) 874-3972.
Pursuant to Title IV of the Americans with Disabilities Act (ADA) of 1990, SBH encourages its members and staff to utilize telecommunications relay service (TRS) which provides a communications assistant that allows people who are deaf, hard of hearing, or speech impaired to communicate with people who use a standard telephone, TRS offers two options: voice carry-over (VCO) and hearing carry-over (HCO). VCO allows a person with a hearing impairment to speak directly to the other party and then read the response typed by a communications assistant. HCO allows a person with a speech impairment to hear the other party and relay the typed response back to the telephone user through the communications assistant. This service allows individuals with communication disorders to communicate with all telephone users.
To access the telecommunications relay services (TRS) anywhere in the United States, the member or provider would dial 711 and the assistant can place the 10-digit call on behalf of the Text Telephone (TTY) or Telecommunications Device for the Deaf (TDD) user. This government relay service is free. The communications assistants are trained to be unobtrusive. The communications assistant’s responsibility is to relay the conversation exactly as it is received. All relay calls are confidential.
UM decisions are based on medical necessity, which includes appropriateness of care and services and the existence of available benefits. NBH does not specifically reward health plan staff, providers and practitioners or other individuals for issuing denials of coverage, care or service. Incentive programs are not utilized to encourage decisions that result in under-utilization; and there is no conflict of interest between NBH and its UM decision-makers.