Health Net Health Equity Department
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The Health Net Health Equity Department promotes access to care for members who speak a primary language other than English. The department is responsible for developing, implementing and monitoring processes to meet regulatory requirements. The department assesses the cultural and language needs of members and encourages provider, community advocate, and member input through ongoing communication and by participation in county-specific Community Advisory Committees. This helps ensure that materials and interpreter services are available in the member's language, while taking into consideration the member's cultural background in the development of member materials.
The Health Net Health Equity Department has a number of internal processes to enhance services to Health Net's non-English speaking members, including:
- Tracking the interpretation needs of members.
- Monitoring population and membership language distribution for trends.
- Monitoring the availability of materials translated into threshold languages.
- Assessment of language capabilities of the existing provider network and recommendations to the Health Net Provider Network Management staff for network development.
- Review of translations of member materials, such as the Evidence of Coverage (EOC), provider directories, marketing materials, form letters, health reminders, member surveys, newsletters, and health education materials.
- Providing in-service trainings, workshops and educational opportunities to Health Net staff on the linguistic needs and cultural background of Health Net members.
- Supporting Health Net participating providers with information and material on the cultural background, linguistic needs and health care concerns of Health Net members.
- Gathering feedback from providers, the community and members using surveys and focus group studies on cultural and linguistic needs.
- Monitoring and tracking cultural or linguistic related member grievances to gain an understanding of issues impeding member access to care.
Contact the Health Net Health Equity Department for more information at
Fax: 818-543-9188
For written translation assistance services, contact the appropriate Provider Services Center:
Line of Business | Phone Number | Hours of Availability |
|---|---|---|
Large Employer Group | Monday through Friday, 8 a.m. to 6 p.m. Pacific time (see below for after hours) | |
Small Employer Group (off exchange) | Monday through Friday, 8 a.m. to 6 p.m. Pacific time (see below for after hours) | |
Small Employer Group (on exchange) | Monday through Friday, 8 a.m. to 6 p.m. Pacific time (see below for after hours) | |
Individual Family Plan (off exchange) | Monday through Friday, 8 a.m. to 6 p.m. Pacific time (see below for after hours) | |
Individual Family Plan (on exchange) | Monday through Friday, 8 a.m. to 6 p.m. Pacific time (see below for after hours) | |
After-hours language assistance line for commercial | Monday through Friday, 5 p.m. to 8 a.m. Pacific time; weekends and holidays | |
Medi-Cal (Amador, Calaveras, Inyo, Kern, Los Angeles, Mono, Sacramento, San Diego, Stanislaus, Tulare and Tuolumne) | Monday through Friday, 8 a.m. to 6 p.m. Pacific time | |
After hours Medi-Cal (Amador, Calaveras, Inyo, Kern, Los Angeles, Mono, Sacramento, San Diego, Stanislaus, Tulare and Tuolumne) | 800-675-6110, select the member option | 6 p.m. to 8 a.m. Pacific time, weekends and holidays |