Common use of Customer Service Requirements/Recipient Rights Clause in Contracts

Customer Service Requirements/Recipient Rights. PROVIDER is required to: a) Distribute the Customer Handbook to individuals at intake, annually, and as requested. b) Display the LARA “Know Your Rights” Recipient Rights poster in a common area within the location/building available to view by consumers. The poster shall indicate the program rights advisor’s name and phone number and shall include the name and phone number of the regional rights consultant. c) Ensure Recipient Rights protections are provided to consumers, as defined by XXXX, in accordance to the PROVIDER’s LARA licensing requirements. d) Ensure there is a designated function for “Customer Services” as defined by the State of Michigan in MDHHS/PIHP Agreement “Customer Services Standards.” e) Ensure Customer Services has staff to sufficiently meet the needs of the consumers engaged in services. f) Customer Service staff shall be trained and possess a working knowledge of the State mandated Customer Service topics found within the in MDHHS/PIHP Agreement “Customer Services Standards.” g) Upon request, Customer Service staff shall assist beneficiaries with filing grievances and appeals, accessing local dispute resolution processes, and coordinate, as appropriate, with the local Recipient Rights Advisor. h) The PROVIDER shall sufficiently display and provide to consumers how to contact Customer Services via phone and/or mail. The hours Customer Services operates and the process for accessing information from Customer Services outside those hours shall be publicized. i) Telephone calls to Customer Service shall be answered by a live voice during business hours. Telephone menus are not acceptable. Deleted: with (at minimum) the following information and the r…

Customer Service Requirements/Recipient Rights. PROVIDER is required to: a) a. Distribute the Customer Handbook to individuals at intake, annually, and as requested. b) b. Display the LARA “Know Your Rights” Recipient Rights poster in a common area within the location/building available to view by consumers. The poster shall indicate the program rights advisor’s name and phone number and shall include the name and phone number of the regional rights consultant. c) c. Ensure Recipient Rights protections are provided to consumers, as defined by XXXX, in accordance to the with PROVIDER’s LARA licensing requirements. d) d. Ensure there is a designated function for “Customer Services” as defined by the State of Michigan in MDHHS/PIHP Agreement MDHHS Contract “Customer Services Standards.” e) e. Ensure Customer Services has staff to sufficiently meet the needs of the consumers engaged in services. f) f. Customer Service staff shall be trained and possess a working knowledge of the State state mandated Customer Service topics found within the in MDHHS/PIHP Agreement MDHHS Contract “Customer Services Standards.” g) g. Upon request, Customer Service staff shall assist beneficiaries with filing grievances and appeals, accessing local dispute resolution processes, and coordinate, as appropriate, with the local Recipient Rights Advisorrecipient rights advisor. h) The h. PROVIDER shall sufficiently display and provide to consumers how to contact Customer Services via phone and/or mail. The hours Customer Services operates and the process for accessing information from Customer Services outside those hours shall be publicized. i) i. Telephone calls to Customer Service shall be answered by a live voice during business hours. Telephone menus are not acceptable. Deleted: with (at minimum) the following information and the r….

Customer Service Requirements/Recipient Rights. PROVIDER is required to: a) a. Distribute the Customer Handbook to individuals at intake, annually, and as requested. b) b. Display the LARA “Know Your Rights” Recipient Rights poster in a common area within the location/building available to view by consumersthat consumers can view. The poster shall indicate the program rights advisor’s name and phone number and shall include the name and phone number of the regional rights consultant. c) c. Ensure Recipient Rights protections are provided to consumers, as defined by XXXX, in accordance to the PROVIDER’s LARA licensing requirements. d) d. Ensure there is a designated function for “Customer Services” as defined by the State of Michigan in MDHHS/PIHP Agreement “Customer Services Standards.” e) e. Ensure Customer Services has staff to sufficiently meet the needs of the consumers engaged in services. f) f. Customer Service staff shall be trained and possess a working knowledge of the State mandated Customer Service topics found within the in MDHHS/PIHP Agreement “Customer Services Standards.” g) g. Upon request, Customer Service staff shall assist beneficiaries with filing grievances and appeals, accessing local dispute resolution processes, and coordinate, as appropriate, with the local Recipient Rights Advisor. h) h. The PROVIDER shall sufficiently display and provide to consumers how to contact Customer Services via phone and/or mail. The hours Customer Services operates and the process for accessing information from Customer Services outside those hours shall be publicized. i) i. Telephone calls to Customer Service shall be answered by a live voice during business hours. Telephone menus are not acceptable. Deleted: with (at minimum) the following information and the r….

Customer Service Requirements/Recipient Rights. PROVIDER is required to: a) Distribute the Customer Consumerustomer Handbook to individuals at intake, annually, and as requested. b) Display the LARA Regional Consumer Service posterthe XXXX “Know Your Rights” Recipient Rights poster in a common area within the location/building available to view by consumersthat consumers can view. The poster shall indicate the program rights advisor’s name and phone number and shall include the name and phone number of the regional rights consultant. c) Ensure Recipient Rights protections are provided to consumers, as defined by XXXX, in accordance to the PROVIDER’s LARA licensing requirements. d) Ensure there is a designated function for “Customer Services.” as defined by the State of Michigan in MDHHS/PIHP Agreement “Customer Services StandardsStandards Attachment P6.3.1.” e) Ensure Customer Services has shall haves staff to sufficiently meet the needs of the consumers engaged in services. f) Customer Service staff shall be trained and possess a working knowledge of the State mandated Customer Service topics found within the in MDHHS/PIHP Agreement “Customer Services StandardsStandards attachment P6.3.1.” g) Upon request, Customer Service Services staff shall assist beneficiaries with filing grievances and appeals, accessing local dispute resolution processes, and coordinate, as appropriate, with the local Recipient Rights Advisor. h) The PROVIDER shall sufficiently display and provide to consumers how to contact Customer Services via phone and/or mail. The hours Customer Services operates and the process for accessing information from Customer Services outside those hours shall be publicized. i) Telephone calls to the Customer Service Services shall be answered by a live voice during business hours. Telephone menus are not acceptable. Deleted: with (at minimum. j) the following information The hours Customer Services operates and the r…process for accessing information from Customer Services outside those hours shall be publicized.