Administration of Behavioral Health Services Transition from MHN to Health Net

Effective January 1, 2024, behavioral health services have transitioned to Health Net of California, Inc. (Health Net) from MHN. Members will not experience any changes to their behavioral health benefits as a result of this change.

As a reminder, as of January 1, 2024, California Health & Wellness Plan members in Amador, Calaveras, Inyo, Mono, and Tuolumne counties transitioned to Health Net Community Solutions, Inc., (Health Net) and members in Imperial County transitioned to Community Health Plan of the Imperial Valley (CHPIV). As a result of this transition, administration of behavioral health services for these members also transitioned to Health Net.

Members who transitioned to Molina will receive behavioral health benefits from Molina’s behavioral health network and will not be managed by Health Net. For detailed information on the 2024 Medi-Cal Department of Health Care Services contract transition in Los Angeles County, refer to the 2024 DHCS Medi-Cal Transition – Health Net and Molina Healthcare membership-sharing Q&As. This resource provides helpful information on member transitions from Health Net to Molina.

The information on this page is intended to serve as a guide for providers impacted by this transition. On this page you will find information, including questions and answers, links to previously distributed provider communications, and provider training and webinars. This page will be updated as new information becomes available.

Frequently Asked Questions

How does this change in the administration of behavioral health services affect members?

Members will not experience any changes to their behavioral health benefits because of this change. Members have received new member ID cards with updated contact information for behavioral health services as part of the annual member ID re-carding process.

Some members enrolled in IFP Ambetter HMO and PPO plans (Marketplace) will be receiving updated member ID cards in the near future that include corrected payer ID information.

How will you notify members of this change?

Members started receiving notices about this change starting in November 2023.

After January 1, 2024, how do I access online functions to check a member's eligibility or benefits, or check claims status?

You need to have an established account or create a new account with Health Net in order to access certain functions, like member eligibility and benefits checks and claims status, on the secure provider portal.

If you are an existing Health Net provider and have an account: Log in using your existing Health Net credentials.
If you are new to Health Net and do not have an existing account: Register here.
- Select Create New Account.
- Follow the prompts until registration is complete.

Where do I submit claims, check eligibility, obtain prior authorization, access the provider operations manual, or find other contact information due to the transition?

For information on where to submit claims, check eligibility, obtain prior authorization from, or access the provider operational manual (prior to and after January 1, 2024), refer to the Behavioral Health Contacts – Prior to and after January 1, 2024 table.
For help with demographic changes, portal technical support, credentialing or other functions (prior to and after September 1, 2024), refer to the Behavioral Health Operational Contacts – Prior to and after September 1, 2024 table.

How can I avoid delays with claims payments as a result of this transition?

Every payor's claim system has its unique way to managing intake and processing of claims. The same applies to this migration. Accurate billing information and complete claim submissions are crucial to help avoid potential payment delays for services rendered to eligible members. Please ensure that claims submissions comply with Health Net standards published in provider contracts and manuals.

The table below highlights some critical elements that are often incomplete or missing in provider claim submissions.

Table of Critical Elements in Provider Claim Submissions.
Form Field	Requirements	CMS-1500 (Professional)	UB-04 (Institutional)	Electronic Claims
Billing provider name, address and NPI	Enter the name, address, and 10-character NPI ID and taxonomy of the billing entity	Box 33	Box 1	Loop NM109 with XX qualifier
Subscriber (name, address, DOB, sex, and member ID required)	Enter the subscriber's Health Plan ID exactly as it appears on the member's current ID card.	Subscriber box 1a, 4, 7, 11	Box 58 and 60	2000B and 2010BA
Patient (name, address, DOB, sex, relationship to subscriber, status, and member ID)	Enter the member's Health Plan ID exactly as it appears on the member's current ID card.	Patient box 2, 3, 5, 6, 8	Box 8, 9, 10, 11	2000C and 2010CA
Attending provider with NPI	Enter the 10-character NPI ID and taxonomy for the attending practitioner.	N/A	Box 76	Loop 2300 NM1with DN qualifier
Rendering provider	Enter the 10-character NPI ID and taxonomy for the individual practitioner who rendered the service (this can be blank if a sole proprietor and that NPI is entered as the Billing Provider).	NPI in Box 24J	Box 56	Loop 2300 NM1 with 82 qualifier (if differs from billing provider)
Service facility information	Enter the name, address, and 10-character NPI ID and taxonomy where the patient service was delivered (this can be blank only if provider is a sole proprietor).	Box 32	Box 1	Loop 2310C or 2310E NM1 with 77 qualifiers (if differs from billing provider)

You can learn more about how we're improving processes for efficient claims and to resolve claims disruptions in provider update, Improved Processes for Efficient Claims Resolution and Streamlined Contacts (24-861 – Health Net, 24-862 – CalViva Health, 24-863 – Community Health Plan of Imperial Valley), distributed on August 9, 2024.

For more information about claim submission, refer to the Behavioral Health Provider Operations Manual.

Who do I contact with questions or for help?

Contact Behavioral Health Provider Services at 844-966-0298 for questions related to member eligibility, benefits and authorizations.

Behavioral Health Contacts

Behavioral health contact changes prior to and after September 1, 2024, for:

Operational departments

Behavioral Health Operational Contacts – Prior to and after September 1, 2024
Behavioral Health Function	Contact Prior to Sept. 1, 2024	Contact After Sept. 1, 2024
Claim inquiries or questions	Behavioral Health Provider Services Phone: 844-966-0298	Behavioral Health Provider Services Phone: 844-966-0298
Request to add or remove sites or practitioners from practice, roster updates	MHN Contracting Email: mhn.contracting@healthnet.com Fax: 877-871-5321	Health Net Provider Data Management Team Email: ProviderData@healthnet.com Include "Behavioral Health and PPG Name (if applicable)" in email subject line.
Update demographic information, Tax ID number, National Provider Identifier, group name, or data that are in the provider directory	MHN Provider Services Email: MHN.ProviderServices@healthnet.com Fax: 844-974-0492 Phone: 844-966-0298	Health Net Provider Data Management Team Email: ProviderData@healthnet.com Online: Demographic Update Form Include "Behavioral Health and PPG Name (if applicable)" in email subject line.
Technical portal support and group administrator requests	MHN Provider Services (for the MHN Legacy provider portal) Email: MHN.ProviderServices@healthnet.com Fax: 844-974-0492	Health Net Technical Support Team Phone: 866-458-1047
Credentialing questions	MHN Provider Services Email: MHN.ProviderServices@healthnet.com Fax: 844-974-0492	Health Net Credentialing Department Email (for facilities): HN_FacilitiesCredentialing@healthnet.com Email (for practitioners): HNCredentialing_Practitioner_CA@Centene.com
Contract renegotiation	MHN Contracting Email: mhn.contracting@healthnet.com Fax: 877-871-5321	Send a request via email to DNBHC@healthnet.com
Enroll in electronic funds transfer (EFT)	MHN EFT Email: mhn.eft@healthnet.com	Health Net EFT Online: Electronic Data Interchange Follow directions on this page based on product.

Behavioral health contact changes prior to and after January 1, 2024, for:

Claims submission, payer IDs and status check
Eligibility
Prior authorization
Provider Operations Manual

Behavioral Health Contacts – Prior to and after January 1, 2024
Behavioral Health Function	Contact Prior to January 1, 2024	Contact After January 1, 2024
Claims submission addresses, payer IDs and claim status check Note: For claims with overlapping dates of service (DOS), providers must split the claim for end of year services and submit two separate claims. This does not apply to provider appeals/disputes. Please see Provider disputes (below) for those addresses.	MHN Claims P.O. Box 14621 Lexington, KY 40512-4621 Payer ID: 22771 Claim status check – Phone: 800-444-4281	Commercial (Employer Group HMO/POS and PPO): Health Net Commercial Claims P.O. Box 9040 Farmington, MO 63640-9040 Payer ID: 95567 Claim status check: Phone: 800-444-4281 IFP: Health Net Commercial Claims – IFP P.O. Box 9040 Farmington, MO 63640-9040 Payer ID: 68069 Claim status check: Health Net Provider Portal Medicare: Health Net Medicare Claims P.O. Box 9030 Farmington, MO 63640-9030 Payer ID: 68069 Claim status check: Health Net Provider Portal Medi-Cal (includes CalViva Health and Community Health Plan of Imperial Valley): Health Net Medi-Cal Claims P.O. Box 14621 Lexington, KY 40512-4621 Payer ID: 22771 Claim Status check: Phone: 800-444-4281 Please note, the claims address and payer ID for claims for dates of service after September 1, 2024, for Medi-Cal members is changing. Please refer to communications 24-415 (CalViva Health), 24-416 (Health Net) and 24-417 (Community Health Plan of Imperial Valley) for more details.
Eligibility and benefit checks	MHN	Health Net Provider Portal
Prior authorization	Authorized by MHN Phone: 888-935-5966	Authorized by Health Net Phone: 844-966-0298
Provider disputes Note: Submit using the Behavioral Health Provider Appeal/Dispute Form (PDF).	Submit to: MHN Provider Appeals/Disputes P.O. Box 989882 West Sacramento, CA 95798-9882	Submit to the appropriate address based on the lines of business: Commercial: Health Net Commercial Provider Appeals/Disputes P.O. Box 989882 West Sacramento, CA 95798-9882 IFP: IFP Provider Appeals/Disputes P.O. Box 9040 Farmington, MO 63640-9040 Medicare: Medicare Provider Appeals/Dispute P.O. Box 9030 Farmington, MO 63640-9030 Health Net Medi-Cal, CalViva Health or Community Health Plan of Imperial Valley (address to applicable entity): Health Net Medi-Cal Provider Appeals/Disputes, or CalViva Health Provider Appeals/Disputes, or Community Health Plan of Imperial Valley Provider Appeals/Disputes P.O. Box 989882 West Sacramento, CA 95798-9882
Provider Operations Manual	MHN	Go to the Provider Library. Select the applicable line of business from the left-hand side. Select Behavioral Health Provider Operations Manual on the left-hand side. Select the link to view the manual as a PDF file.

Training & Webinars

Mandatory training for Medi-Cal providers

Medi-Cal behavioral health providers must complete the Plan’s required Medi-Cal training. The training will help you learn about the Plan’s critical functions, such as providing or referring members for specific services, submitting claims, member grievances, etc.

Follow the steps below to complete the training, and sign and return the training attestation form before you can be included in Health Net’s system of record with an active status date.

Go to Health Net Medi-Cal New Provider Resources or CalViva Health Medi-Cal New Provider Resources
Complete the Health Net New Provider Training Guide 2023 (PDF) or CalViva Health New Provider Training Guide 2023 (PDF) training
Sign and return the Certificate of New Provider Training form – Health Net (PDF) or Certificate of New Provider Training form – CalViva Health (PDF) by email to HN_Provider_Relations@healthnet.com. Staff members cannot sign the form on behalf of a provider and providers cannot waive required trainings.

Each physician in the office must complete the training and separately submit their own attestation form.

On-demand recorded version of the live webinars

View current and recorded webinars and training materials at any time on the Provider Webinar Information and Training Materials page. Provider webinar topics include Model of Care (MOC), Special Needs and Cultural Competency, and more.