Common use of Customer Service Call Center Clause in Contracts

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(b), 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) 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(b)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) 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. Dental Plan Issuers in SHOP are not required to provide Customer Service support on weekends. (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 QHPSADP, 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(b)3.16, 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) 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-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(b)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) 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. Dental Plan Issuers in SHOP are not required to provide Customer Service support on weekends. (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 QHPQHP SADP, 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(b)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.