[California] Access to care: appointment availability standards, surveys, and our Language Assistance Program

By July 1, 2026: Front desk and scheduling staff must ensure compliance with Anthem's appointment availability standards by scheduling appointments within required timeframes: non-urgent PCP within 10 business days, non-urgent specialists within 15 business days, urgent care within 48 hours (or 96 hours if prior auth required), and behavioral health appointments per specified limits. Billing/administrative staff must ensure the practice is prepared to participate in the Provider Appointment Availability Survey (PAAS) and After-Hours Survey conducted by Sutherland Healthcare Solutions. Document all appointment requests and scheduling decisions in medical records. Providers must designate a survey coordinator to communicate with Sutherland during the survey period. Failure to participate or meet standards will result in corrective action plans from Anthem, potentially affecting network status and reimbursement. All clinical staff providing triage/advice must be appropriately licensed (MD, PA, NP, or RN). Ensure after-hours answering service directs emergency callers to 911 or nearest ER, and provides callback information for urgent non-emergency calls. Request interpreter services at least 3 business days in advance and document member language preference and interpreter acceptance/decline in medical records.