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Participant Questions:
PHONE: (800) 225-8764
8:00 am to 6:00 pm Alaska Time
Monday – Friday

Provider Questions:
PHONE: (800) 225-8764
FAX: (844) 881-0959

Optum Case Management/Peer Support Referral
(Do not include PHI)

Optum Free Emotional Support Line:
(866) 342-6892

Optum Substance Use Treatment Helpline:
(855) 780-5955

National Suicide Prevention Hotline:
(800) 273-TALK (8255)

Participant and Provider Complaint Form


Every participant has rights and responsibilities for care under Optum Alaska.
Read below so you are aware of the choices you have when seeking care.

Rights as a Patient

As a patient, you have the right to:

  • Get information on your Medicaid benefits that is easily understood
  • Get written information on your Medicaid benefits in a language and format that is easily understood
  • Be treated with respect and dignity
  • Have your privacy protected
  • Get information on other types of treatment in a way that is easily understood
  • Take part in treatment decisions regarding your behavioral health care, including the right to refuse treatment
  • Be free from restraint or seclusion if it is used these ways:
    • To coerce (force) or discipline;
    • As a reaction (to retaliate) or for convenience;
    • As specified in federal regulations on the use of restraint and seclusion
  • Get a copy of your medical record(s). You can also ask that they be amended or corrected when allowed by federal law
  • Get behavioral health services in the amount you need and when you need them
  • Be free to use your rights at any time and not be treated badly by Alaska Medicaid, Optum, or by your Provider if you do

You also have the right to be treated fairly and to get behavioral health care regardless of your race, color, national origin, age, disability, sex, sexual orientation, or gender identity.

Responsibilities as a Patient

As a patient, you are responsible to:

  • Keep your appointments and be on time
  • If you need to cancel an appointment, call the provider 24 hours in advance
  • Be involved in your treatment plan and care
  • Tell Optum and your Medicaid eligibility worker of changes in your address, phone number or insurance
  • Complete any surveys that providers give you
  • Respect the property, comfort and confidentiality of patients and staff
  • Notify your treatment provider when you want to stop getting services