Eastern Standard Time. Beginning one (1) year after the Contract effective date, the Contractor may request FSSA approval to modify the hours of operation of the member services helpline based on call center traffic data. FSSA retains sole discretion for approval or denial of such requests. The Contractor shall provide a voice message system that informs callers of the Contractor’s business hours and offers an opportunity to leave a message after business hours. Calls received in the voice message system shall be returned the following business day. The member services helpline may be closed on the following holidays: • New Year’s Day; • Xxxxxx Xxxxxx Xxxx, Xx. Day; • Memorial Day; • Independence Day (July 4th); • Labor Day; • Thanksgiving; and • Christmas.
Appears in 2 contracts
Eastern Standard Time. Beginning one (1) year after the Contract effective date, the Contractor may request FSSA approval to modify the hours of operation of the member services helpline based on call center traffic data. FSSA retains sole discretion for approval or denial of such requests. The Contractor shall provide a voice message system that informs callers of the Contractor’s business hours and offers an opportunity to leave a message after business hours. Calls received in the voice message system shall be returned the following business day. The member services helpline may be closed on the following holidays: • New Year’s Day; • Xxxxxx Xxxxxx Xxxx, Xx. Day; • Memorial Day; • Independence Day (July 4th); • Labor Day; • Thanksgiving; and • Christmas. For all days with a closure, members must have access to the twenty-four (24) hour nurse call line described below. Call center closures shall not burden a member’s access to care.
Appears in 1 contract
Samples: Professional Services
