MedicaidAdministrativeMedium impact
24-654m Be Ready for the 2024 Provider Appointment Availability, After-Hours and Phone Surveys
Health Net·CA·Prior Authorization
Effective date
Jul 1, 2024
We identified it
Jun 20, 2026
Summary
CalViva Health (Health Net) will conduct mandatory provider surveys from July-December 2024 to assess appointment availability, after-hours access, and phone response times. Providers must respond within 5 business days or face payment delays, directory removal, and potential corrective action plans.
Action Required
By July 2024: All providers must respond to appointment availability surveys within 5 business days of receipt. Front desk staff should verify office meets standards: urgent care appointments within 48 hours, non-urgent within 10 business days (PCP) or 15 business days (specialists), phone calls answered within 60 seconds, and in-office wait times under 30 minutes. Update provider directory information monthly at healthnet.com. Failure to respond may result in payment delays and directory removal.