MedicaidAdministrativeLow impact
20-557 Provider Phone Access Survey Notification
Health Net·CA · Family Medicine, Internal Medicine, General Practice +1 more·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 primary care physician compliance with phone access standards for Medi-Cal patients in specific California counties. Providers must answer member calls within 60 seconds and return non-urgent calls within one business day.
Action Required
Front desk staff should review current 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. Primary care providers in affected California counties should be prepared for quarterly compliance surveys consisting of one question taking a few minutes to complete.