Performance Requirements of the Toll-Free Provider Phone Line Sample Clauses

Performance Requirements of the Toll-Free Provider Phone Line. The MCO must ensure that the toll-free provider phone line meets the following minimum Service Level Agreements (SLAs): 1. Eighty-three percent (83%) of calls are answered live within thirty (30) seconds during operating hours. Time measured begins when the provider is placed in the call queue to wait to speak to a Provider Services representative; and 2. The call abandonment rate does not exceed five percent (5%) of total calls for the reporting period. If the MCO’s Subcontractor operates a separate call center, the Subcontractor’s call center must at a minimum meet the provider phone line performance standards set forth in this Section.
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Performance Requirements of the Toll-Free Provider Phone Line. The MCO must ensure that the toll-free provider phone line meets the following minimum Service Level Agreements (SLAs): 1. Eighty-three percent (83%) of calls are answered live within thirty (30) seconds during operating hours. Time measured begins when the provider is placed in the call queue to wait to speak to a Provider Services representative; and 2. The call abandonment rate does not exceed five percent (5%) of total calls for the reporting period. The MCO must ensure that after regular business hours the line is answered by an automated system with the capability to provide callers with operating hours, information, and instructions on how to verify enrollment for an enrollee with an Urgent Condition or an Emergency Medical Condition. If the MCO’s Subcontractor operates a separate call center, the Subcontractor’s call center must at a minimum meet the provider phone line performance standards set forth in this Section.
Sample 1

Related to Performance Requirements of the Toll-Free Provider Phone Line

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