SB 97 – Medi-Cal Office of the Ombudsman Quarterly Reporting
Senate Bill (SB) 97, which was Chaptered on July 10, 2017, requires quarterly reporting of all beneficiary calls received by the Department of Health Care Services Medi-Cal Managed Care Office of the Ombudsman. These reports include the number of contacts received by phone and email, the average talk and wait time for the beneficiaries to answer, the number and rate of calls abandoned, the results of the contacts including the destination of the referred calls, and the number of calls referred to another entity.
The Medi-Cal Managed Care Office of the Ombudsman helps solve problems from a neutral standpoint to ensure that the beneficiaries receive all medically necessary covered services for which plans are contractually responsible.
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Report year: 2017
Last modified on:
12/27/2017 12:37 PM