Contractor Internal Member Dedicated Hotline Sample Clauses

Contractor Internal Member Dedicated Hotline. The Contractor must maintain and staff a twenty-four (24) hour, seven (7) day-a-week toll-free dedicated hotline to respond to Members' inquiries, Complaints and problems raised regarding services. The Contractor internal Member hotline staff are required to ask the caller whether or not they are satisfied with the response given to their call. All calls must be documented and if the caller is not satisfied, the Contractor must ensure that the call is referred to the appropriate individual within the PH-MCO for follow-up and/or resolution. This referral must take place within forty-eight (48) hours of the call. The Contractor must provide the Department with the capability to monitor the Contractor's Member services and internal Member dedicated hotline from both the Department's headquarters and at each of the Contractor's offices The Contractor is not permitted to utilize electronic call answering methods, as a substitute for staff persons, to perform this service. The Contractor must ensure that its dedicated hotline meets the following Member services performance standards: o Provide for a dedicated phone line for its Members. o Provide for necessary translation assistance including provisions for Members who have hearing impairments. o Be staffed by individuals trained in: -- cultural competence; -- addressing the needs of special populations; -- the availability of the functions of the SNU; -- the services which the Contractor is required to make available to children; and -- the availability of social services within the community. o Be staffed with representatives familiar with accessing medical transportation. o Be staffed with adequate service representatives to accommodate a delay in answering no greater than five (5) rings and three (3) minutes hold time. o Provide for TTY and/or Pennsylvania Telecommunication Relay Service availability.
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