New phone number for mental health virtual urgent care program

Blue Cross and Blue Shield of North Carolina (Blue Cross NC) previously announced a telemedicine Behavioral Health On Demand (BHOD) program that is an additional resource for members going to the Emergency Department when they have an urgent behavioral health need (see previous announcement Mental health virtual urgent care available from Blue Cross and Blue Shield of North Carolina).

New Program Phone Number

To help get members to care faster, starting April 21, 2025, the contact phone number for BHOD will change. Beginning April 21, members can reach the On-Demand team directly by calling 1-855-601-4858, eliminating the need to call 1-855-442-4580 or select an option for an On-Demand appointment.

NOTE: The current On-Demand number will remain active for at least eight weeks after this change to help ensure a smooth transition.

Blue Cross NC members can also be connected to On Demand services by calling Blue Cross NC customer service or through a Blue Cross NC Case Manager. Once connected, the member may interact with a specialist, who will aid them in completing required forms and assessments and place them in queue to see a provider. 

Program Eligibility

Eligibility for BHOD began August 1, 2023, and applies to Individual Under-65, Fully Insured and Administrative Services Only (ASO) plans, Medicare Advantage plans, the Federal Employee Program plan, and Inter Plan Program members in North Carolina.

BHOD operates Monday through Friday from 8:00 a.m. to 5:00 p.m. EST and is currently closed on holidays. Members in queue prior to 4:30 p.m. will receive same-day service. For members in queue after 4:30 p.m., same-day service will be provided if a clinician is available; otherwise, they will be offered an appointment for the next business day. After hours, a member can also leave a voicemail, which is monitored by a clinician outside of business hours and throughout the day.