20-559 Provider Phone Access Survey Notification

Date: 07/23/20

This information applies to Physicians and Participating Physician Groups (PPGs).

This information applies to Medi-Cal in Fresno, Kings and Madera counties.

Health Net will conduct phone surveys to evaluate compliance with access standards

Beginning September 2020, Health Net, on behalf of CalViva Health, will conduct quarterly phone surveys to a random sample of primary care physicians. The surveys evaluate provider compliance with the phone access standards as set forth by the Department of Health Care Services (DHCS). The survey will consist of one question and should only take a few minutes to complete.

Access standards

Provider offices are asked to comply with the following phone access standards:

• Provider offices must answer member calls within 60 seconds. Calls can be answered live or with a recording.
• Provider offices must return member calls within one business day for non-urgent issues.

Providers should review their office phone answering protocols to make sure they are compliant with the above standards. Providers should take steps to correct any problems prior to September 2020 and for future surveys.

Additional information

Providers are encouraged to access the provider portal online at provider.healthnet.com for real-time information, including eligibility verification, claims status, prior authorization status, plan summaries, and more.

If you have questions regarding the information contained in this update, contact CalViva Health at 1-888-893-1569.