FAQs

  • Should I call Quest before making an appointment?

    Yes, please call Quest at 800.364.6352 to confirm provider participation and verify your benefits. All EAP services and higher levels of care must be pre-authorized by Quest.

  • Do members need a referral from their Primary Care Physician?

    Members do not need a referral from their PCP. Quest encourages ongoing communication between the behavioral health provider and the member's PCP to facilitate coordination of care.

  • How do I determine if my provider is in the Quest Provider network?

    Members may contact Quest to determine if their provider is in the network or for a referral to a network provider.

  • What if I want to see someone not in the Quest Provider network?

    If the member's benefit plan has an out-of-network benefit the member may see a provider which meets Quest credentialing standards. Reimbursement will be based on Quest's established rates. Out-of-network providers are not obligated to accept the Quest rate as payment in full, which can result in a higher out-of-pocket expense. Some plans do not have out-of-network benefits. Members with no out-of-network benefits will be responsible for payment in full. Contact Quest at 800.364.6352 to determine your financial obligation.

  • How do I determine my benefits?

    Members may contact Quest directly for benefit information. Any of our clinical or customer service team can assist you. If Quest is not the benefit administrator, members will be referred to the appropriate organization. Benefit exclusions can be found in your benefit handbook.

  • How do I submit a claim?

    All network providers will submit claims on your behalf. Out-of-network claims should be submitted on a standard HCFA claim form and mailed directly to Quest at P.O. Box 1032, York, PA 17405-1032.

  • How do I contact Quest if I have questions regarding a claim?

    Members may contact our business office toll-free at 800.364.6352, e-mail us at claims@questbh.com, or write us at our above address.

  • What if Quest is the secondary insurance?

    If Quest is the secondary insurance, you are required to stay within the boundaries of the primary insurance. Quest requires an EOB (explanation of benefits) from the primary insurance to be able to process the claims.