Carelon Behavioral Health of California, Inc. (Carelon)

Carelon has more than 40 years of experience offering comprehensive care to members for their behavioral health needs.

Carelon works to deliver a simple and effective healthcare experience. Putting people at the center, Carelon is built on a strong support structure of doctors, nurses, therapists and other healthcare professionals to fulfill the behavioral health care needs of members with:

• Personalized care solutions through in-person and telehealth visits.
• Industry-leading, evidence-based treatments.
• Integrated and coordinated behavioral health care.

With decades of experience, Carelon aims to provide dependable service and thoughtful support while helping you navigate your behavioral health benefits.

• Website: carelonbh.com/sutterhealthplan

This website currently allows members to search for providers and access forms and resources. The website is in the process of being updated. The full website experience is expected to be live by Jan. 1, 2026.

• Telephone: Carelon Member Services (available 24/7, beginning Jan. 1, 2026): 844-398-0314 (TTY 711)

Yes. The new ID cards will start arriving in January 2026. The cards will be sent with a letter that confirms the transition effective date and key information for Carelon.

Members can get a copy of their updated ID card by:

• Downloading a copy from their Sutter Health Plan Member Portal (registration required).
• Calling Sutter Health Plan Customer Service at 855-315-5800 or by TTY at 855-830-3500 to get an emailed copy. Customer Service is available 8:00 am – 7:00 pm, Monday through Friday.

Members can use Carelon’s provider search tool to find in-network provider options. The search tool is located at carelonbh.com/sutterhealthplan. Starting Jan. 1, 2026, members can also call Carelon Member Services at 844-398-0314 (TTY 711), available 24/7, for help.

Members can use Carelon’s provider search tool to see if their current provider is in the Carelon network. The search tool is located at carelonbh.com/sutterhealthplan. Starting Jan. 1, 2026, members can also call Carelon Member Services at (TTY 711), available 24/7, for help.

Members who can’t find their current behavioral health provider in Carelon’s network do not need to take any immediate action. We are working with Carelon to ensure members can continue to see their current provider until May 1, 2026, without interruption.

We are working to identify members who have seen a behavioral health provider within the last 120 days that will not be in the Carelon network as of Jan. 1, 2026. At the end of November 2025, we began mailing these members a letter that informs them about the transition process and optional next steps with Carelon.

We are working with Carelon to ensure members can continue to see their current behavioral health provider until May 1, 2026 — or 120 days from the effective date of the change to Carelon, whichever is longer — without interruption. This means that members:

• Can continue to see their current provider as planned.
• Are only responsible for paying their standard cost share for each visit between Jan. 1, 2026, and May 1, 2026.

Members may be eligible for a continuity of care approval to continue seeing their current provider after May 1, 2026.

Continuity of care is a process that temporarily allows members to continue care with an out-of-network provider. Members may qualify for continuity of care if they have:

• An acute condition (sudden onset requiring prompt care). This type of continuity of care approval can last until the condition is resolved.
• A serious chronic condition (long-term illness requiring ongoing treatment). This type of continuity of care approval can last up to 12 months from provider termination or coverage start.
• Pregnancy (including postpartum and maternal mental health conditions). This type of continuity of care approval can last up to 12 months from diagnosis or end of pregnancy.
• A scheduled surgery or procedure [e.g., electroconvulsive therapy (ECT) or transcranial magnetic stimulation (TMS)]. This type of continuity of care approval can last within 180 days of coverage start or provider termination.

Starting Jan. 1, 2026, members can call Carelon Member Services at 844-398-0314 to submit a continuity of care request or request more information.

Members must submit the continuity of care request no later than March 2, 2026. Members who do not start their continuity of care request by March 2, 2026, may not qualify to have their request approved.

Yes. Carelon partners with Availity to process provider network enrollments. Providers can use the Availity portal at availity.com (registration required) to submit their request to join the Carelon network. It can take up to 60 business days for a provider network enrollment to be completed. 

If providers have additional questions, they can contact Carelon by email at provider.inquiry@carelon.com.

Starting Jan. 1, 2026, providers can also call Carelon Member Services at 844-398-0314 (TTY 711), available 24/7, for help.

You can contact Sutter Health Plan Customer Service at 855-315-5800 or by TTY at 855-830-3500. Customer Service is available 8:00 am – 7:00 pm, Monday through Friday.

Starting Jan. 1, 2026, you can also call Carelon Member Services at 844-398-0314 (TTY 711), available 24/7, for help.

Providers can also contact Carelon by email at provider.inquiry@carelon.com.