April 2026 Top of Mind

Your Voice Matters: Be heard in the Behavioral Health Provider Satisfaction survey

The Behavioral Health Provider Satisfaction survey from OptumHealth Behavioral Solutions of California (Optum) is coming in 2026. Optum surveys a sample of participating providers who have conducted treatment with an Optum member, and measures provider experience using loyalty metrics and other key areas of performance. We look forward to hearing from you and getting your feedback on how Optum is supporting you and how we can improve our partnership with you. 

Your feedback matters

The insights you provide shape our ongoing quality and service improvement enhancements that directly benefit you as an Optum network provider and the members you serve, including:

• Operational transactions – Eligibility verification, claims status inquiries, file submissions, or other day‑to‑day administrative transactions using our systems
• Access issues –  Reaching Provider Services, getting more information or challenges accessing referrals, tools or resources
• Referral workflows – Referral requirements, turnaround expectations, or ease of routing referrals through our systems
• Claims processing – Claims submission, processing timelines, payment accuracy or denial clarity
• Prior authorizations – Submission processes, documentation requirements, turnaround times or decision details

What you need to know

The survey is voluntary, and here’s what to look for:

• Emails will come from Optum Behavioral Health via the Qualtrics platform with the email address noreply@voc.optum.com.
• The emails will have the subject line “Your experience with Optum Behavioral Health.”

How did we do in 2025?

The results for the 2025 Behavioral Health Provider Satisfaction survey are in. The survey measured provider experience across multiple service areas including authorization processes, Network Services, claims and customer service, credentialing, website usage, communication, access standards and the Plan’s Net Promoter Score.

Key highlights:

• Overall provider satisfaction in California continues to outperform Optum national results.
• Routine appointment access improved, with more than half of providers surveyed offering an appointment within five days.
• Provider Express engagement remained high in the percentage of providers registered and those visiting the site.
• Cultural Competency Training satisfaction continued to be strong.

Areas of opportunity:

• Overall satisfaction declined slightly last year.
• Network Services satisfaction dropped by a small percentage, including Network Services’ outreach in a timely manner.
• Communication scores decreased, which included  timeliness and clarity of updates.
• Satisfaction with claims accuracy declined slightly.

We appreciate those of you who provided feedback. Your voice matters to help guide our ongoing improvement efforts in serving the behavioral health needs of our members.

Have questions or need support?

Contact your Provider Relations Advocate for more information.