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22-474 Materials Required in Alternative Formats Based on Member Request

Date: 06/10/22

This information applies to Participating Physician Groups (PPGs).

For Medi-Cal, this information applies to Kern, Los Angeles, Riverside, Sacramento, San Bernardino, San Diego, San Joaquin, Stanislaus, and Tulare counties.

PPGs must ensure member notification materials accommodate the communication needs of members with visual impairments or other disabilities

Participating physician groups (PPGs) must accommodate the needs of qualified Health Net* and Cal MediConnect (Medicare-Medicaid Plan) members with disabilities who request member materials and information in an alternative format. These alternative formats may include:

  • Braille.
  • Audio format.
  • Large print (no smaller than 20-point Arial font).
  • Accessible electronic format, such as CD.
  • Other auxiliary aides and services.1

Find members’ alternative format selections in the Eligibility Report

The Eligibility Report will inform PPGs if a member needs materials in an alternative format. This is the same report that informs PPGs of members’ language preferences.

The electronic format selected may need to be encrypted with password protection.

Request alternative formats for select materials through Akorbi

PPGs are responsible for providing member materials and information for qualified members with disabilities in an alternative format.


Health Net will cover the costs for alternative format materials when the below criteria are met:

  • Must be for Health Net Medi‐Cal and Cal MediConnect Notice of Action letters.
  • Must use Health Net’s preferred alternative format vendor, Akorbi. For steps on submitting materials to Akorbi for an alternative format, please refer to the Notice of Action Letter Translations and Alternate Formats: Akorbi Plunet Guide in the Provider Library > Forms and References.  

Please note that as part of annual audit requirements, you may be asked to provide a log of all Medi‐Cal alternative format requests.

Additional information

For more information regarding alternative format selection requirements, refer to the Department of Health Care Services All Plan Letter (APL) 22-002 (PDF), released on March 14, 2022. 

Additional information about alternative format materials will be communicated to PPGs as it becomes available.

Providers are encouraged to access the provider portal 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 the applicable Health Net Provider Services Center within 60 days at:

Line of business

Phone number

Email address

Cal MediConnect – Los Angeles County


Cal MediConnect – San Diego County





1 Refer to the U.S. Department of Justice Americans with Disabilities Act (ACT) Effective Communication requirements (PDF) for examples of other auxiliary aids and services.

Last Updated: 06/09/2022