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Problems with Managed Care - Who Do You Call?

Author: Jonas Goldenberg, LICSW, Director of Clinical Issues & Continuing Education, NASW- Massachusetts Chapter

As the principal contact person in the Chapter office for clinical and managed care concerns I receive many calls from members who are experiencing a range of problems with the managed care system. The first thing I say to a caller is "Did you telephone the company to ask a company person your question?" or "Did you call the managed care organization (MCO) and report the problem?" Talking directly to the company is the first step in resolving a problem or clarifying a question. The action of speaking with someone who has direct authority or access to authority to get the question answered can not be passed over.

In order for the Chapter to assist you with your concerns and/or act on a pattern of complaints it is essential that you have called the company to report the problem first-hand so that the MCO has a chance to resolve the matter before going to the next level. If you do not achieve satisfaction from the phone call, then I urge you to call me at the Chapter office. NASW needs to have the details of the problem in writing so that staff can document the issue with dates, times, names and actions.

Keep In Mind

When you are faced with a problem, first discuss the problem with the company so that it can receive immediate attention, if you are not satisfied with the results of your contact then call or email the Chapter with the details of the problem. Call Jonas Goldenberg at 617-227-9635 ext.14 OR send an email to

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