Provider FAQ's

Q. Are you accepting applications to become a participating EAP provider?
A. Yes. We are always accepting applications for our provider network. Please contact our Network Management Department at 1-888-266-9041.

Q. How will EAP referrals be made?
A. Referrals may be made in either of two ways. An EAP client may contact you directly to request EAP counseling. They will identify themselves as being referred to you by Palladian EAP. You will also receive a fax or an e-mail from our EAP staff giving you the information about the client obtained in the initial phone call. This information will also contain a Palladian EAP reference number and authorized number of appointments. In certain instances, an EAP clinician may also contact you to coordinate services for an EAP client.

Q. Where can I find all necessary EAP paperwork?
A. You can find a provider manual and all of EAP paperwork in our Provider Toolbox.

Q. Can therapists refer for other treatment services within their own practice or facility once EAP services are completed?
A. If at any time during the EAP episode of care the client presents with symptoms consistent with a DSM IVR diagnosis, our protocol is to stop EAP services and refer that client to a mental health or substance abuse clinician for a complete assessment. The client must be given a choice of providers. However, if they are comfortable being seen within the same facility, or with the same provider, they may continue to do so.

Q. What is the process for submitting claims?
A. Claims are submitted using the Palladian EAP Termination/Billing Form. Directions for claims submission can be found in the EAP Provider Manual which is located in the Provider Toolbox.

Q. What assures us that we would be paid in a timely manner?
A. Once an episode of care has been completed, and the Termination/Billing form has been submitted, payment will be rendered within thirty (30) days of receipt. Claim forms must be submitted within ninety (90) days of the date of service. Consult your Provider Manual for further information regarding the termination and billing process.

Q. What contacts do you have for easy access for problem resolution?
A. Problems are resolved in an expedient manner by contacting the EAP Program at 1-888-276-6632. The Palladian EAP Program Manager is responsible for overseeing the complaint process and will respond to participating provider complaints and concerns within three (3) business days.