Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. During non-Open Enrollment periods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. Contractor shall inform Covered California of its standard call center hours and any changes to call center hours during non-Open- Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekends.
(b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 6. Contractor shall staff their call center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP benefits and coverage, and to resolve claim and benefit issues.
(c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations.
(d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”).
(e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.
Customer Service Call Center. (a) The Licensee shall maintain and operate its customer service call center twenty-four (24) hours a day, seven (7) days a week, including holidays. The Licensee reserves the right to modify its business operations with regard to such customer service call center. The Licensee shall comply with all State and federal requirements pertaining to the hours of operation of such customer service call center.
(b) In the event that the Licensee does not maintain and operate its customer service call center twenty-four (24) hours a day, seven (7) days a week, the Licensee shall maintain a telephone answering service to handle Subscriber inquiries, Complaints and emergencies, and provide proper referral regarding billing and other Subscriber information. The Licensee shall log all such after- hours calls. Said answering service shall (i) forward all inquiries and/or Complaints to the Licensee the morning of the next business day and (ii) inform each Subscriber calling that his or her Complaint will be referred to the Licensee's Customer Service Department for response. If requested, or reasonably warranted by the reported nature of the Subscriber's problem or inquiry, the Licensee shall promptly contact each individual Subscriber to follow-up on their individual problem and/or inquiry.
Customer Service Call Center. The Licensee shall maintain and operate its customer service call center twenty-four (24) hours a day, seven (7) days a week, including holidays. The Licensee reserves the right to modify its business operations with regard to such customer service call center. The Licensee shall comply with all State and federal requirements pertaining to the hours of operation of such customer service call center.
Customer Service Call Center. (a) The Licensee shall maintain and operate its customer service call center twenty-four (24) hours a day, seven (7) days a week, including holidays. The Licensee reserves the right to modify its business operations with regard to such customer service call centers. The Licensee shall comply with all State and federal requirements pertaining to the hours of operation of such customer service call centers.
(b) The Licensee shall maintain sufficient customer service representative in its main customer service call centers in order to answer all Subscriber calls, in compliance with the FCC’s Customer Service Obligations at 47 C.F.R. §76.309, attached hereto as Exhibit 12.3, during Normal Business Hours, as defined therein.
(c) In the event that the Licensee does not maintain and operate its customer service call centers twenty four (24) hours a day, seven (7) days a week, the Licensee shall maintain a telephone answering service to handle Subscriber inquiries, Complaints and emergencies, and provide proper referral regarding billing and other Subscriber information. The Licensee shall log all such after- hours calls. Said answering service shall (i) forward all inquiries and/or Complaints to the Licensee the morning of the next business day and (ii) inform each Subscriber calling that his or her Complaint will be referred to the Licensee’s Customer Service Department for response. If requested, or reasonably warranted by the reported nature of the Subscriber’s problem or inquiry, the Licensee shall promptly contact each individual Subscriber to follow-up on their individual problem and/or inquiry.
(d) The Licensee’s main customer service call center shall have a publicly listed local or toll-free telephone number for Mattapoisett subscribers, unless required otherwise to be a local telephone number by applicable law.
Customer Service Call Center. (Call Center)
a) Contractor and Covered California shall maintain a Call Center with the following hours of operation.
i. Standard Operating hours for the Covered California and the Contractor Call Center shall be Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time). Contractor may adjust hours as required by customer demand with prior agreement of Covered California.
ii. Contractor shall also maintain Special Operating Hours for its Call Center as specified by Covered California in the supplemental documents for Service Center Hours of Operation provided on the ContractorsContractor’s Covered California extranet website (Carrier Management (External) page, PMD Resources, Service Center Hours of Operation). Contractor may adjust hours as required by customer demand; hours that are less than those stated in the supplemental documents for Service Center Hours of Operation provided on the Contractor’s Covered California extranet website (Carrier Management (External) page, PMD Resources, Service Center Hours of Operation) require prior agreement of Covered California.
b) Covered California Plan Management Division shall inform Contractor when updates have been made to the “Service Center Hours of Operation Matrix” including any changes to the Standard Operating hours, such as for Open Enrollment and specified holidays.
Customer Service Call Center a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by the Exchange, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m., and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), except on holidays observed by the Exchange. During non-Open Enrollment Periods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00)
a. m. to six o’clock (6:00) p.m., and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of the Exchange. Contractor shall inform the Exchange of its standard call center hours and any changes to the call center hours during non-Open-Enrollment Periods.
b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 6. Contractor shall staff the Call Center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QHP benefits and coverage, and to resolve claim and benefit issues.
c) Contractor shall use a telephone system that includes welcome messages in English, Spanish, and other languages as required by State and Federal laws, rules, and regulations.
d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to the Exchange monthly, in a format determined by the Exchange, on the volume of calls received by the call center and Contractor’s rate of compliance with related Performance Standards as outlined in Attachment 14.
e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.
Customer Service Call Center. (a) During Open Enrollment Period, call center hours shall be Monday through Saturday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. (Pacific Standard Time). During non- Open Enrollment periods, call center hours shall be Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time) and Contractors shall inform the Exchange of additional call center hours their service centers are open.
(b) The center will be staffed at such levels as reasonably necessary to handle call volume and achieve compliance with Performance Measurement Standards set forth in Article 6. Contractor shall staff the Call Center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about the QHP, and resolve claim and benefit issues.
(c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations.
(d) Oral interpreter services shall be available at no cost for non-English speaking or hearing impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to the Exchange, in a format and frequency to be determined by the Exchange, but no more frequently than monthly, on the volume of calls received by the call center and Contractor’s ability to meet the Performance Measurement Standards.
(e) As required under Section 3.18, for 2014 the Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business. The Exchange and Contractor agree to assess the adequacy of the language services during 2014, both phone and written material, and consider the adoption of additional standards in 2015.
Customer Service Call Center a) Year around, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Time), except on holidays observed by Covered California. Contractor shall inform Covered California of its standard call center hours and any changes to the call center hours.
b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 6. Contractor shall staff the Call Center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QHP benefits and coverage, and to resolve claim and benefit issues.
c) Contractor shall use a telephone system that includes welcome messages in English, Spanish, and other languages as required by State and Federal laws, rules, and regulations.
d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate of compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”).
e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.
Customer Service Call Center a) During Open Enrollment Period, Contractor’s call center hours shall be Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. and Saturday eight o’clock (8:00) a.m.) to six o’clock (6:00) p.m. (Pacific Standard Time), except on holidays observed by the Exchange. During non-Open Enrollment Periods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust Saturday hours as required by customer demand. Contractor shall inform the Exchange of its standard call center hours and any changes to the call center hours during non-Open-Enrollment Periods.
b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 6. Contractor shall staff the Call Center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QHP benefits and coverage, and to resolve claim and benefit issues.
c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations.
d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to the Exchange monthly, in a format determined by the Exchange, on the volume of calls received by the call center and Contractor’s rate of compliance with related Performance Standards as outlined in Attachment 14.
e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.
Customer Service Call Center a) Year around, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Time), except on holidays observed by the Exchange. Contractor shall inform the Exchange of its standard call center hours and any changes to the call center hours.
b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 6. Contractor shall staff the Call Center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QHP benefits and coverage, and to resolve claim and benefit issues.
c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations.
d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to the Exchange monthly, in a format determined by the Exchange, on the volume of calls received by the call center and Contractor’s rate of compliance with related Performance Standards as outlined in Attachment 14.
e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.