Provider Office Telephone Access Survey

Date: 09/17/18

California Health & Wellness Plan (CHWP) will conduct quarterly telephone surveys beginning September 2018 to a random sampling of primary care physicians. The survey is to evaluate compliance with the telephone access standards established by the Department of Health Care Services (DHCS). The survey consists of one question and should only take a few minutes time.

ACCESS STANDARDS

Provider offices must comply with the following telephone access standards:

• Answer member calls within 60 seconds. Calls can be answered live or with a recording.
• Return member calls within one business day.

Providers should review their office telephone answering protocols to ensure compliance with the above standards. Steps should be taken to correct noncompliance prior to September 2018 and for future surveys.

ADDITIONAL INFORMATION

Providers are encouraged to access CHWP’s provider portal online at www.cahealthwellness.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 your Provider Relations representative or call 1-877-658-0305.