Member Services Staff. A. Contractor shall maintain the capability to provide Member services to Medi-Cal Members or potential members through sufficient assigned and knowledgeable staff.
B. Contractor shall ensure Member services staff are trained on all contractually required Member or potential member service functions including, policies, procedures, and scope of benefits of this Contract.
C. Contractor shall ensure that Member Services staff provides necessary support to Members with chronic conditions (such as asthma, diabetes, congestive heart failure) and disabilities, including assisting Members with complaint and grievance resolution, access barriers, and disability issues and referral to appropriate clinical services staff.
D. Contractor shall ensure that Member Services staff will refer potential members to the DHCS enrollment broker, Health Care Options (HCO) when potential members make a request for enrollment with Contractor.
Member Services Staff. A. Contractor shall maintain the capability to provide Member services to Medi-Cal Members through sufficient assigned and knowledgeable staff.
B. Contractor shall ensure Member services staff are trained on all contractually required Member service functions including, policies, procedures, and scope of benefits of this Contract.
Member Services Staff. The costs associated with the provision of services noted in section 5.1 , and the cost (including all allocated overheads) of one (1) dedicated NCPA Member Services Program staff person, shall be allocated amongst all Members in accordance with the L&R Program Cost Allocation set forth in Schedule 1.00, as amended from time to time.
