Helping primary care providers approach patients’ mental health needs

In 2024, an estimated 60 million adults in the US—about 1 in 4—were reported to have a mental health condition that could benefit from professional support, according to data from the Substance Abuse and Mental Health Services Administration (SAMHSA). Despite the need, more than 40% of those with a condition did not receive treatment, often due to cost, stigma, or lack of access.

Despite these numbers, many primary care providers (PCPs) and their staff are reluctant to bring up mental health care topics with their patients. Their fear is that they may not feel equipped to diagnose or treat that patient’s condition.

That is where the work of Alicia Bolognese, Provider Integration Resource Specialist at Optum, comes in. Optum is a key partner for Mass General Brigham Health Plan, managing pharmacy benefits (Optum Rx) and providing extensive access to a national network for behavioral health services, including mental health and substance use treatment, integrating care into a single platform for members and providers.

“So many PCPs get into the profession because they have a passion for helping people,” Bolognese said. “Serving a patient’s behavioral health needs is not only a chance to treat the whole patient, but also an opportunity to build trust and a compassionate, human connection with their patient. In my work, I’m sharing the practical tools, training, and approaches that make behavioral health support easier to provide.”

We spoke with Alicia to learn more about the role of a Provider Integration (Behavioral Health) Resource Specialist. Continue reading to hear directly from Alicia:

What is an average day like for someone with your job?

Honestly, no two days look the same—but that’s part of what I love about this role. At its core, my job is to help reduce the stigma and fear around behavioral health conversations. That starts with making sure providers know where to find the right tools for things like depression, anxiety, substance use, suicide prevention, and crisis response—so they feel prepared when those issues come up. I also work closely with practice staff, because sometimes it’s the receptionist who first encounters someone in crisis. I train teams to respond with confidence and compassion. And across everything I do, I’m always looking for ways to strengthen collaboration between medical and behavioral health care.

What is your background and how does it help you in your current role?

In my career, I’ve been a medical social worker, an emergency services clinician, an intensive care coordinator, a Director of Operations in Emergency Services and a Director of Clinical Operations for Beth Israel Lahey Health. As a result of this work, I know what resources and support are available, and now my role allows me to share that knowledge with PCPs and their staff.

What do most providers find challenging about integrating behavioral health into their practice?

The biggest challenge is knowing what services are available to them. Providers are busy people, and they don’t always have the time to search for these services themselves.

Why have PCPs been reluctant to bring up behavioral health concerns?

For so long, behavioral health issues have been under the radar in primary care settings. Yet many clinicians may feel overwhelmed by the topic. So, I start by sharing that mental health and wellness is not something to be daunted by. In fact, listening for the behavioral health needs of your patients is especially important, and it is easier than they might be thinking.

How do you help providers feel confident opening behavioral health conversations with patients?

I train them to know that there are evidence-based tools, screenings, and strategies for depression, substance use, or other issues. We have a website called Live and Work Well. On it, providers and staff can look up any level of care. They can find therapists, children’s services, detox facilities accepting patients, online resources, even places to point patients in the right direction for obtaining their own resources.

Are providers using tools like Live and Work Well or Provider Express effectively?

Providers are so often focused on medical treatment, but the behavioral health portion isn’t something to be avoided. We all know that there is a strong body/mind connection. When patients have their anxiety acknowledged and get support for it, their health improves. If I can help train providers in offering evidence-based screenings and practice strategies, this helps them better serve their patients.

What are three things you wish every PCP knew about behavioral health?

• It may be daunting to open the dialogue with patients but do it. Have the confidence to broach the subject with your patients. You will feel relief taking it head on.
• There is a wealth of information out there, and it’s easier to access it than you might think. Optum’s Live and Work Well website is one such resource.
• Supporting your patients with their behavioral health needs can truly help you to make a trusting, compassionate, human connection with your patient. You will feel empowered to really make a difference in their life.

At the end of the day, I want providers and their staff to know that helping someone access behavioral health care can be immediate, powerful, and deeply gratifying. It is an opportunity to build trust, empower patients, and fulfill their mission of compassionate care.

Available resources

• Live and Work Well: Drop-down tool to locate agencies and services (e.g., therapy, children’s services, detox availability).
• Provider Express: Behavioral Health Toolkit for Medical Providers: Articles, trainings, and clinical tools (e.g., motivational interviewing, anxiety screening). Once on the page, click the member population for information about different diagnoses. The screening tools are included in the drop-down menu.