CS providers are expected to conduct outreach primarily through in-person interaction where members and/or their family member(s), guardian, caregiver, and/or authorized support person(s) live, seek care, or prefer to access services in their community, subject to public health protocols. CS providers may supplement in-person visits with secure teleconferencing and telehealth, where appropriate and with the member’s consent. The CS provider must use the following modalities, as appropriate and as authorized by the member, if in-person modalities are unsuccessful or to reflect a member’s stated contact preferences: email, texts, phone calls and telehealth. Health Net requires CS providers to initiate outreach and complete at least five outreach attempts within 30 calendar days of the receipt of the referral. At least three different modalities will be used in attempt to reach the member before a member is identified as an unsuccessful engagement.

Once the CS provider determines that a member is not reachable within 30 days, the member declines to participate, continues to disengage or meets an exclusion criterion, the CS provider is expected to exclude the member from further outreach and report the information to the referring entity and CS return transmission file.