News
Appointment Standards for Scheduling
Date: 12/09/25
To ensure our members receive services for medical and behavioral health appointments in a timely manner, below are the Appointment Availability Standards (PDF) we ask our providers to implement accordingly.
After Hours – Primary Care Providers (PCP)
After Hours (Passing Standards)
- Answering service or system that will page physician
- Answering system with option to page physician
- Advice nurse with access to physician
- Answering service that will page the provider after a message is left
Appointment Availability Standards
PRIMARY CARE & PEDIATRIC | SPECIALIST | OBGYN | BEHAVIORAL HEALTH |
Urgent Care: Within 24 hours of member’s call | Routine: Within 30 business days | Routine: Within 30 business days | Non-Life-Threatening Psychiatric Emergency: Within 6 hours |
Non-Urgent/Sick Care: Within 48 hours | Urgent: Within 48 hours | ||
Routine: Within 15 business days of request | Routine (Initial Assessment): Within 10 business days | ||
Routine Follow Up Care: Within 10 business days |
For additional assistance or questions, please contact your provider support team.