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Non-urgent phone calls to Magellan during evening and overnight hours will redirect

Live-answered calls reserved for urgent needs

Magellan is committed to improving your experience when calling for pre-certification/authorization for members of our commercial health plan clients.

Non-urgent calls

For all non-urgent authorization requests and routine services, you should continue to contact Magellan during regular business hours. If you call the member’s plan-specific number after business hours, you may hear messaging that directs you to call back for non-urgent care.

This allows our after-hours customer service and clinical care teams to focus on the urgent and emergent needs of providers and members, particularly members in crisis.

Urgent requests

• We continue to follow Centers for Medicare and Medicaid Services (CMS) and state guidelines, allowing providers to request authorization for urgent care 24 hours a day, seven days a week. 
• We continue to expect providers to contact Magellan for notification after-hours for urgent/emergent care requiring pre-certification.
• Magellan after-hours staff will initiate a notice of admission certification or clinical review when member safety would be at risk if the services were not accessed immediately.

For more information

As a reminder, for most plans that Magellan services, you can sign in securely at MagellanProvider.com 24/7 to check eligibility, submit authorization requests, check and submit claims, and more. You can find additional information about Magellan policies in the Get Information box under Provider Handbook and Supplements (see the Magellan National Provider Handbook and State-, Plan- and EAP Supplements).

How to reach us

The best way to reach the team that supports your patient’s health plan is to call the toll-free number on the back of their insurance ID card when requesting authorization or other services. Program-specific numbers include the following: