MedicaidAdministrativeMedium impact
21-544m Get Ready for the 2021 Provider Appointment Availability, After-Hours and Telephone Access Surveys
Health Net·CA·Provider News
Effective date
Aug 1, 2021
We identified it
Jun 20, 2026
Summary
Health Net/CalViva Health will conduct mandatory provider surveys from August-December 2021 to assess appointment availability, after-hours access, and telephone response standards. Providers must respond within 5 business days or face potential corrective action plans and network participation impacts.
Action Required
August-December 2021: All providers must respond to Health Net appointment availability surveys within 5 business days of receiving email/fax invitation. Front desk staff should verify office meets access standards: urgent PCP appointments within 48 hours, non-urgent PCP within 10 business days, phone calls answered within 60 seconds, after-hours calls returned within 30 minutes. Failure to respond may result in corrective action plans and network participation issues.