Exceptions to appointment wait times
Plan providers may extend the wait time for an appointment if they have determined and noted in the member’s record that a longer wait time will not be detrimental to the member’s health.
Plan providers may also schedule appointments in advance for preventative and periodic follow up care services (e.g. standing referrals to specialists for chronic conditions, periodic visits to monitor and treat pregnancy, cardiac, or mental health conditions,
and laboratory and radiological monitoring for recurrence of disease) consistent with professionally recognized standards of practice, and exceed the listed wait times.
Telephone wait times
|Service||Maximum wait time|
|Sharp Health Plan Customer Care|
(Monday to Friday, 8 am to 6 pm)
|Triage or screening services|
(24 hours/day and 7 days/week)
Interpreter services at scheduled appointments
Sharp Health Plan provides free interpreter services for members at scheduled appointments whose primary language is not English. Plan providers can request interpreters by calling Customer Care at 1-800-359-2002. Plan
providers must make requests for face-to-face interpreting services at least three (3) days prior to the appointment date. In the event that an interpreter is unavailable for face-to-face interpreting, Customer Care can arrange for telephone interpreting
Concerns about timely referral to an appropriate provider
Plan providers or members can contact Customer Care at 1-800-359-2002 for assistance if a member is unable to obtain a timely referral to an appropriate provider. Plan providers or members can also contact the California
Department of Managed Health Care at 1-888-466-2219 to file a complaint.
If you have any questions, please contact our Provider Relations Team at firstname.lastname@example.org or 1-858-499-8330. We are available to assist you Monday–Friday, 8 am to 5 pm.