Common use of Customer Service Call Center Clause in Contracts

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) 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 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 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 Measurement 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, 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 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 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 Measurement 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.