Frequently Asked Questions

Thank you for choosing AbleTo as the provider of mental health care for your members. Below, you’ll find answers to some of the most common questions about making referrals to our services.

If you can’t find the answer you’re looking for, don’t worry! We’re here to assist you. Please email us at ableto_clinical-integration@optum.com for further support.

How do I make a referral?

Navigate to ableto.com/Refer.
Select the company & team you work for. Click Submit
Follow the prompts to enter in your referral information

My member does not have an email, can I still refer them to AbleTo?

Yes! You can submit your referral using the email address of noemail12345@ableto.com.

Select state residents may require personal email for video sessions.

How long will it take for my referral to be contacted?

Direct scheduling allows the individual you have referred to have an Initial Consultation scheduled with an AbleTo therapist at a set date and time. This is the primary path to effectively connect them to behavioral health care with AbleTo.

If direct scheduling is not used and the referrer chooses AbleTo to outreach instead, our Engagement Center will reach out within 48 business hours. We will make up to six outreach attempts. If you have questions about a referral you’ve made, you can contact us at ableto_clinical-integration@optum.com

Who is a good fit for AbleTo?

Good Fit:

Ability and desire to engage in telehealth services
Is struggling with signs of depression, anxiety or stress
Has challenges coping with a recent life event
Has a new medical diagnosis or difficulty managing a medical condition
Is seeking therapy or support
Individual or dependent with active insurance coverage
Age 18 or older

AbleTo is Not a Good Fit:

Actively suicidal/imminent risk of harm to self or others
In the past six months:
○ Psychiatric hospitalization
○ Suicide attempt
○ Unmanaged Bipolar disorder
Unsafe home setting (e.g. interpersonal violence)
Severe neurocognitive impairment
Severe and active substance use
A diagnosis of Schizophrenia, psychosis, delusional disorder

What if the member I referred was not a good fit for the AbleTo program?

We recognize that member circumstances may change or new information becomes available from when the original referral was placed. If at any time during treatment your member is no longer a good fit for our program, we will assist the member in getting connected to local resources or refer them back to you.

My member has a language need. Do you have multilingual therapists?

Yes! When making your referral, please note the requested language in the “Reason for Referral”. If one of our providers does not speak your member’s preferred language, we can have a translator present.

How do I reschedule an appointment?

Participants can reschedule their appointment from their welcome email or participant portal. If phone is preferred, our Service Center can be reached at 1-866-287-1802 (TTY: 711) between 9 am – 8 pm EST – Monday to Friday.

How do I set up multi-factor authentication (MFA) for my CCP account?

You’ll need multi-factor authentication (MFA) to log into your AbleTo CCP (Care Coordination Platform) account. Find out how to prepare for this update with answers to these commonly asked questions.

When will AbleTo require MFA?

AbleTo will require you to use MFA after our security update on April 30. You’ll be prompted to set it up on the AbleTo CCP login page.

What is MFA?

MFA is an extra security step that asks you to provide 2 types of identification, such as your password and a special code sent to your device, to access your account. This helps keep your information safe by ensuring only you can log into your account.

Why is AbleTo using MFA?

By implementing this security update, we’re making it more difficult for unauthorized individuals to access your account. It keeps your account and the information of those you refer to us safer.

Do I need to change my existing password?

No, you will log in using your current password.

How do I add my mobile phone number?

You can add your phone number after the update occurs on April 30. To do this:

Go to the CCP.
Enter your account email and select Next
On the next screen, select Go to Sign In
Enter your account email and password
You will see 3 authentication methods. We recommend SMS.
Enter your mobile phone number. Select Continue.
We’ll send a verification code to your phone
Enter the code sent to your phone and select Continue
On the next screen, you can choose to remember the device you’re using or skip it. We recommend you remember the device.

Do I need to use MFA every time I log in?

Yes, it’s necessary for every login to ensure your account is secure.

I don’t want 2-step verification. Can I skip it?

No. This is required as part of our security enhancement.

I don’t want to use my personal mobile phone number. What should I do?

When logging into your account, you’ll be prompted to enter a code displayed on your authenticator app.

If you don’t have a mobile phone and need help accessing our referral platform, please contact our Referral Team.

If you prefer not to use your personal mobile phone number, you can download an authenticator app, such as Google Authenticator, to your mobile device.