MedicaidAdministrativeMedium impact
20-866 Stay Compliant with Phone Access Standards
Health Net·CA·Prior Authorization
Effective date
Nov 1, 2020
We identified it
Jun 20, 2026
Summary
CalViva Health (Health Net) will conduct quarterly phone surveys starting November 2020 to ensure Medi-Cal providers in Fresno, Kings, and Madera counties comply with phone access standards. Provider offices must answer member calls within 60 seconds and return non-urgent calls within one business day.
Action Required
Immediately: Front desk staff must review and update phone answering protocols to ensure calls are answered within 60 seconds (live or recording) and non-urgent member calls are returned within one business day. Prepare for quarterly phone surveys from CalViva Health to verify compliance with these standards.