MedicaidAdministrativeMedium impact
20-864 Stay Compliant with Phone Access Standards
Health Net·CA·Prior Authorization
Effective date
Nov 1, 2020
We identified it
Jun 20, 2026
Summary
Health Net will conduct quarterly phone surveys starting November 2020 to monitor Medi-Cal provider compliance with phone access standards. Providers 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 recorded) and non-urgent member calls are returned within one business day. Billing team should monitor for any compliance issues that could affect provider status with Health Net Medi-Cal.