Health Net Medi-Cal Member Services Department
To ensure appropriate coverage of medical services for Medi-Cal members, Health Net requires the provision of timely responses and accurate information. If prompt and accurate information is not provided, a member may misuse the program, resulting in medical services not being covered. To avoid these problems, Health Net directs inquiries from members to Health Net's Medi-Cal Member Services Department. Inquiries from providers are directed to the Health Net regional provider network administrator where one is available.
The Health Net Medi-Cal Member Services Department ensures that translation services are available for members when they call. In addition, the Health Net Member Handbook and other member-informing materials are translated into the required threshold languages.
Health Net's Medi-Cal Member Services Department handles telephone calls and correspondence from members. Problems are forwarded to Health Net management. This department is responsible for:
- Medi-Cal questions and explanations.
- Information about access to and delivery of care.
- Professional and hospital services, bills and claims.
- Member problems and inquiries.
- Address changes.
- Identification card requests.
- Primary care physician (PCP) selection and transfer requests.
- Handling complaints about Health Net programs or staff.
The Health Net Medi-Cal Member Services Department's 24-hour toll-free number is printed on the back of the member's identification card. While telephone assistance is the PCP's responsibility, the Health Net Medi-Cal Member Services Department can assist members in reaching their PCP when needed. Health Net's Medi-Cal Member Services representatives can provide the telephone number for the member's PCP, or the call can be routed to the Health Net Advice Nurse Telephone Triage program.
21281 Burbank Blvd., C-5
Woodland Hills, CA 91367
Fax: (818) 676-5161 or 1-800-281-2999