MedicaidAdministrativeMedium impact
20-559 Provider Phone Access Survey Notification
Health Net·CA·Prior Authorization
Effective date
Sep 1, 2020
We identified it
Jun 20, 2026
Summary
Health Net will conduct quarterly phone surveys starting September 2020 to evaluate provider compliance with phone access standards for Medi-Cal patients in Fresno, Kings and Madera counties. Provider offices must answer calls within 60 seconds and return non-urgent calls within one business day.
Action Required
Before September 2020: All provider offices must review and update phone answering protocols to ensure calls are answered within 60 seconds (live or recorded) and member calls for non-urgent issues are returned within one business day. Front desk staff should implement these standards to comply with quarterly Health Net surveys.