Community Behavioral Health (CBH)

Philadelphia HealthChoices behavioral health MCO (Medicaid BH for Philadelphia County). Provider needs; out-of-network/non-participating provider application questions use option 2 (CBHOON@phila.gov). Manual hours Mon-Fri 9 a.m.-5 p.m.

Providers call the CBH main line for non-urgent authorizations (also general inquiries/transfers to departments). Provider manual updated August 2026.

Providers call for urgent services; also for treatment history before requesting a service that requires prior authorization. 24/7.

Services requiring registration: email CBHauths@phila.gov for an authorization number for billing; Service Request Forms are faxed to the OSS unit within 90 days of service start.

Claims questions (Claims Hotline) and CBHClaim.Support@phila.gov. Claims may be mailed (USPS only; no hand delivery) or emailed: in-network CBHclaims.InProvider@phila.gov, out-of-network CBHClaimsOON@phila.gov. Clean claims within 90 days of service.

Email the CBH Claims Electronic Appeals Process Form for claims rejected for late submission due to CBH processing errors.

Providers call to make a complaint about a CBH employee or CBH practice.

Credentialing questions and documentation (Credentialing chapter of the provider manual).

Members, and providers with member questions or assisting a member; 24/7/365; TTY PA Relay 711.

Reportable incidents and investigative reports (email CBH.Quality.Review@phila.gov or fax); provider-preventable condition forms also go to this fax.