26-923 Prepare for 2026 Provider Access Surveys

REQUIREMENTS: Before August 2026 survey outreach begins: - Front desk/clinical staff: Verify that appointment availability, after-hours access, and phone access standards are currently being met and documented. - IT/Operations staff: Test all office phone systems and after-hours messaging to confirm instructions are accurate and voicemail systems function properly. Identify any gaps in urgent vs. non-urgent care access. - Administrative/Billing staff: Ensure provider directory information and all contact information (email, fax, phone) in HealthNet's system is current and accurate so survey invitations from Sutherland reach the office. - Providers/PCPs: Review eligibility for the Qualified Advanced Access Provider Program if offering same-day scheduling—contact DMHC Access for enrollment to receive 3-year compliance exemption. Upon receipt of survey invitation from Sutherland (begins August 2026): - Designated staff member: Complete and submit the online survey within 5 business days of receipt. Include information on telehealth appointment availability, urgent care wait times (including weekends/holidays), and alternative access methods. - Billing team: Monitor for any survey non-compliance flags in claims processing. Non-response or failure to meet access standards will result in: (1) claim payment delays, (2) removal from HealthNet provider directory, (3) corrective action plans, and (4) impacts to network participation. ONGOING: - Maintain accurate contact information throughout 2026 survey cycle (August–December). - Contact Sutherland at 585-498-7498 or email Sutherland PAAS Team with survey questions. Contact DMHC Access for access standard requirement questions.