Access to Services

TO RECEIVE RIVERWOOD SERVICES

Call Riverwood Center at 269-925-0585 or 1-800-336-0341 to speak with our Intake Department.  One of our trained mental health professionals will talk with you to determine how Riverwood Center may best help you.  If you are in need of immediate assistance, you may visit any of our sites during normal business hours.

24-Hour Emergency Professional Services are also available by calling Riverwood Center at 269-925-0585 or 1-800-336-0341.

If you are denied access to services, you have a right to a second opinion.  If you are denied a second opinion, you have the right to file a complaint with Recipient Rights or the Administrative Tribunal.  See "Recipient Rights" section on this website for further information.

YOUR PRIVACY IS VERY IMPORTANT

You have the right to have your mental health services information kept confidential. We cannot give your confidential information to anyone without your written permission or as required by law. You have the right to see your own record of services and to add statements you feel are pertinent. The Riverwood Patient Guide explains proper procedures to access and add to records.

FEES BASED ON YOUR ABILITY TO PAY

At your first scheduled Riverwood visit, our patient accounts representative will review your financial information and determine your ability to pay based on your income and family size. This information will be reviewed periodically to ensure continued fairness.

24 HOUR EMERGENCY PROFESSIONAL SERVICES

Call Riverwood Center at 269-925-0585 or 1-800-336-0341. Or visit any of our sites during normal business hours.

A "mental health emergency" is when a person is experiencing a serious mental illness, or a developmental disability, or a child is experiencing a serious emotional disturbance and can reasonably be expected in the near future to harm him/herself or another, or because of his/her inability to meet his/her basic needs is at risk of harm, or the person's judgment is so impaired that he or she is unable to understand the need for treatment and that their consition is expected to result in harm to him/herself or another individual in the near future.  You have the right to receive emergency services at any time, 24-hours a day, seven days a week, without prior authorization for payment of care.  If you have a mental health emergency you should seek help right away.  At any time during the day or night call:  269-925-0585 or 1-800-336-0341 or go to any of the following hospital emergency rooms:

Lakeland Hospital - St. Joseph; 1234 Napier Ave., St. Joseph, MI 269-983-8300

Lakeland Hospital - Niles; 31 N. St. Joseph Ave., Niles, MI 269-683-5510

Community Hospital Watervliet; 269-463-3111

NON-EMERGENCY PROFESSIONAL SERVICES

Call or visit Riverwood Center in Benton Township (1485 M-139) or Niles (115 S. St. Joseph Ave). A professional in our intake unit will help you decide how Riverwood can help.

SERVICES WHILE TRAVELING OUTSIDE OF BERRIEN COUNTY

You are eligible for emergency mental health services anywhere in Michigan. In an emergency, contact the local mental health office or hospital emergency room. They will contact Riverwood and provide you with help. If it is not an emergency, call Riverwood from your location or when you return home.

SERVICE AUTHORIZATION IS NEEDED BEFORE BEGINNING TREATMENT

Your insurance company must agree to pay for ("pre-authorize") services before we begin treatment because your insurance determines your eligibility for the amount and type of services. Our staff will help you get the needed authorization.

Services requested by Medicaid recipients must be authoized or approved by Riverwood Center, as a designee of Venture Behavioral Health. Riverwood Center may approve all, some or none of your requests.  You will receive notice of a decision within 14 calendar days after you have requested the service during person-centered planning, or within 3 business days if the request requires a quick decision.

Any decision that denies a service you request or denies the amount, scope or duration of the service that you request will be made by a health care professional who has appropriate clinical expertise in treating your condition.  Authorizations are made according to medical necessity.  If you do not agree with a decision that denies, reduces, suspends or terminates a service, you may file an appeal.  You may also contact the Customer Service Representative at 269-934-3478 or 1-866 729-8716 for details about this process. 

If you have private insurance, check the explanation of benefits from your insurance carrier.

FINANCIAL RESPONSIBILITY

At your first scheduled visit to Riverwood, you will meet with our Patient Accounts representative to review your financial information and determine your ability to pay. Your ability to pay is based on your income and family size. Please have your insurance/Medicaid card and income information with you for your first appointment.

• If you are a Medicaid recipient, the Patient Accounts staff will verify the type of Medicaid you have.  If you are enrolled in Medicaid and meet the criteria for the specialty mental health and substance abuse services, the total cost of your authorized mental health or substance abuse treatment will be covered.  If you are a Medicaid beneficary with a deductible ("spend down"), as determined by the Michigan Department of Human Services (DHS), you may be responsible for the cost of a portion of your services.
  
  
• If you have private insurance that pays for services provided through Riverwood, the benefits from that coverage are used to cover the costs for services. Our Patient Accounts staff may be able to help you with your deductible and co-pay questions.