With the Sana First Health Plan (SFHP), you don't have to navigate a traditional provider directory on your own. Sana Care and Care Navigation help guide you to provider options based on your specific care needs.
How Care Navigation Helps You Find Care
When you need medical care that cannot be handled virtually by Sana Care, your virtual primary care team connects you directly with Care Navigation:
- Curated Selection: Care Navigation considers your medical needs, location, provider quality, availability, and cost when identifying options.
- You Choose Your Doctor: You'll receive a personalized shortlist and choose the provider that works best for you.
- Coordinate your referral: Once you've selected a provider, Sana will send the required referral documentation to the provider's office.
- Help if plans change: If the provider is unavailable or isn't a good fit, Care Navigation can help identify other options.
Sana First is not an HMO or EPO with a fixed provider directory. Depending on your needs, Care Navigation may guide you to a Sana direct-contract provider, a HealthSmart provider, or a non-contracted provider who can bill Sana directly.
Frequently Asked Questions
Can I see a doctor I already have in mind?
If you already have a preferred specialist or doctor, simply share their name, practice name, and contact details with Care Navigation when requesting your referral. Care Navigation can review the provider as part of your care request and determine whether they can be used for your referral. If they aren't an option, Care Navigation can help identify alternatives.
What if the recommended provider isn't available?
If your selected provider has a long wait or doesn't have an appointment that works for you, message Care Navigation through the Sana App or member portal.
Care Navigation can help find other provider options based on your needs and availability.
What if a provider says they "don't accept Sana"?
Because Sana utilizes direct-contracting and flexible payment structures alongside national partner networks (such as HealthSmart), some providers may not immediately recognize the Sana name when you call to schedule.
If an office states they do not take Sana:
- Provide Your Referral Packet: Show or email your official referral packet from your Sana App, which includes direct billing instructions for the provider's billing team.
- Contact Care Navigation: Message Care Navigation in the app or portal. Our team will contact the provider's billing department directly to verify coverage, establish direct billing, and clear up any network questions.
What if I don't like the options on my shortlist?
Your comfort and convenience are top priorities. If the initial shortlist options do not meet your personal preferences (e.g., location, scheduling, or specific provider gender preference), simply message Care Navigation to request a refreshed list of approved options tailored to your feedback.
Have questions? We've got you covered.
- Log in to view account details.
- Search FAQs in our Help Center.
- Connect with Customer Support directly through the chat icon on most Sana pages or call us at (833) 726-2123 Monday through Friday, 7 AM to 7 PM Central.