Common use of Performance Requirements of the Toll-Free Provider Phone Line Clause in Contracts

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.

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 periodmonth. 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.. Failure by the MCO to ensure the provider call center meets the SLAs above shall result in a penalty of $5,000 per month for each SLA as outlined in Appendix F.

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 periodmonth. 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.section. Failure by the MCO to ensure the provider call center meets the SLAs above shall result in a penalty of $5,000 per month for each SLA as outlined in Appendix F.