Medi-Cal Call Wait Times Survey Report

Keeping Medi-Cal coverage is not easy. Many enrollees lose their coverage not because they no longer qualify but due to administrative barriers, such as not being able to connect with a Medi-Cal worker over the phone to renew their coverage.

The Children’s Partnership commissioned WestGroup Research to survey Medi-Cal call wait times because we heard from enrollees and community-based organizations that families across the state were not able to get through to Medi-Cal – often waiting up to two hours on the phone.

Keeping coverage requires a program that works for enrollees. This seminal research found long call wait times and high dropped-call rates in several counties, as well as examples of stellar customer service that could serve as model strategies for how to make Medi-Cal work better for families.