Helping a family member with Medi-Cal? Learn why authorized representative verification can fail and what steps to take to fix delays.
Does an Authorized Representative Appointment Normally Take Months?
You should not assume that waiting for several months without any notice is simply a normal part of the Authorized Representative process.
Once the County has received all of the information needed for an Authorized Representative appointment, DHCS guidance says the County should send the MC 380 – Notice of Authorized Representative Appointment to both the applicant or beneficiary and the Authorized Representative within 10 days.
So if you submitted an Authorized Representative request weeks or months ago and have received no confirmation, it may be better to follow up rather than simply continue waiting.
Ask the County to confirm:
- Whether the Authorized Representative request was actually received
- Whether all required AR information is complete
- Whether the AR was entered into the Medi-Cal case record
- Whether an MC 380 Appointment Notification was issued
- Whether anything is missing or needs to be corrected
Why Is the MC 380 Important?
The MC 380 – Notice of Authorized Representative Appointment is the notice used to confirm the Authorized Representative appointment.
DHCS guidance explains that after the County has the information needed for the appointment, the County sends the MC 380 along with a copy of the completed MC 382 to the applicant or beneficiary and the Authorized Representative.
The Authorized Representative may also receive the MC 219 – Rights and Responsibilities.
Do not only ask, “Am I listed as the Authorized Representative?” Ask specifically whether an MC 380 was issued and, if so, when it was sent.
Is MC 382 the Only Way to Appoint an Authorized Representative?
Not necessarily.
The MC 382 – Appointment of Authorized Representative is an important Medi-Cal form, but DHCS guidance also describes other ways an Authorized Representative appointment may be submitted or recorded when permitted.
Depending on the situation, an Authorized Representative appointment may be made through:
- MC 382 – Appointment of Authorized Representative
- An applicable Medi-Cal application process
- An online Medi-Cal or SAWS application system
- Other methods accepted by the County
DHCS guidance explains that Authorized Representative appointment requests may be received through methods such as the internet, telephone, in person, by mail, or by other electronic methods made available by the County.
Can an Authorized Representative Appointment Be Completed by Phone?
In some situations, yes.
DHCS guidance describes a process in which a County Eligibility Worker may offer to complete an Authorized Representative appointment request by telephone when appropriate.
During that process, the worker may collect information such as:
- The Authorized Representative’s name and contact information
- The duties or authority being granted
- Whether the representative should receive notices
- Other information required to complete the appointment
“I already submitted an Authorized Representative request, but it still is not being recognized. Can you check the existing request and tell me whether the appointment can be completed by telephone or another accepted method if necessary?”
The exact method available may depend on the person’s circumstances and the County’s procedures, so confirm what options are available for the specific case.
What to Do If You Submitted MC 382 but Still Cannot Be Verified
Step 1: Gather Your Documents and Submission Records
Before calling, gather anything that shows when and how the request was submitted.
- A copy of the MC 382
- The date it was submitted
- The County or office where it was sent
- Fax confirmation
- Online submission confirmation
- Mailing records
- Any confirmation or reference number
Step 2: Do Not Stop at “Was It Received?”
Ask three separate questions:
- Was the Authorized Representative appointment request received?
- Does the County have all of the information required to complete the appointment?
- Has the Authorized Representative actually been entered into the Medi-Cal case record?
Step 3: Ask Whether an MC 380 Was Issued
A more specific question can be much more useful than repeatedly saying that your authorization is not showing.
Step 4: Find Out Why the Appointment Was Not Completed
If the Authorized Representative is still not listed, ask what specifically is preventing completion.
- Was the original request lost or not located?
- Is required information missing?
- Is a signature or other authorization missing?
- Does the appointment need to be completed another way?
- Does anything need to be corrected or resubmitted?
Step 5: Ask Whether the Appointment Can Be Completed by Phone
Before repeatedly sending the same paperwork, ask the County whether the Authorized Representative appointment can be completed, corrected, or supplemented by telephone or another accepted method.
The DHCS guidance should not be described as meaning that every Authorized Representative appointment must automatically be fully processed within 10 days from the date a family member says paperwork was mailed.
The key point is that the County sends the MC 380 within 10 days after it has received the information needed for the Authorized Representative appointment.
If the problem has continued for a long time, one of the most useful questions is therefore: When does the County record show that all required AR information was received?
Questions to Ask If the Problem Has Continued for Months
Instead of calling repeatedly and explaining the entire situation from the beginning, try asking specific process questions.
“I submitted an Authorized Representative request on [date]. Can you confirm whether it was received and whether all required AR information is complete?”
“Has the Authorized Representative been entered into the Medi-Cal case record?”
“Was an MC 380 Notice of Authorized Representative Appointment issued? If so, what date was it sent?”
“If something is missing, can you tell me exactly what is needed?”
“If my previous request cannot be completed as submitted, can the Authorized Representative appointment be completed by phone or another accepted method?”
Why This Approach Is Better Than Simply Waiting
Families often assume that because a form was submitted, the only option is to wait until someone processes it.
But if weeks or months have passed, the more useful approach is to identify where the process stopped.
The issue may not simply be “processing time.” The County may not have received the request, required information may be incomplete, the appointment may not have been entered into the case record, or a notice may have been issued but not received.
The goal is to find out whether the Authorized Representative appointment was received, completed, entered into the case, and officially confirmed.
Official Resources
- DHCS — MC 382 Appointment of Authorized Representative
- DHCS — Authorized Representative Policy Guidance
- DHCS — Find Your County Medi-Cal Office
- Medi-Cal Health Care Options
California Benefits Guide is an independent informational website and is not affiliated with or endorsed by the California Department of Health Care Services (DHCS), Medi-Cal, any County agency, Health Care Options, or any health plan. This article is for general informational purposes only and is not legal advice. Authorized Representative procedures may vary depending on the applicant or beneficiary’s circumstances and the type of request. Always confirm current requirements with DHCS, the County Medi-Cal Office handling the case, or the appropriate program.