Provider Call Center Performance Standards Sample Clauses

Provider Call Center Performance Standards. The MCO must meet or exceed the following provider call center standards: 90% of calls answered within 30 seconds; Capture rate of 95%; Hold time not to exceed 30 seconds; All inquiries that require a call back must be returned within 1 business day of receipt; and A minimum 70% of all calls to the customer service center are resolved during the first call. The MCO must self-report provider call center performance (Provider Call Center Report) as specified in Appendix P, Chart of Deliverables, in the standards identified above for its Provider Call Center. The MCO must have a separate telephone line and phone number for its provider call center under this Agreement. The MCO must separately report call center performance for member services and provider services. The MCO must report performance standards more frequently and by provider type, if required by ODM. Provider Representatives The MCO, for each region, must designate provider representatives with the training and knowledge to promptly and accurately respond to inquiries and resolve problems raised by providers of all types. Provider Training The MCO must ensure providers and subcontractors receive training on applicable program requirements and all necessary MCO operational requirements. The MCO must submit its calendar of its provider and subcontractor required training for ODM's review. The MCO must ensure that individuals who oversee and deliver training must have demonstrable experience and expertise in the topic for which they are providing training. The MCO must represent, warrant, and certify to ODM that such training has occurred. Upon ODM's request, the MCO must provide evidence of provider and subcontractor completion of MCO-required training. The MCO must require providers to attend ODM-delivered provider training, as mandated by ODM.
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Provider Call Center Performance Standards. The MCO must meet or exceed the following provider call center standards:
Sample 1
Provider Call Center Performance Standards. 1. The MCO must meet or exceed the following provider call center standards: 90% of calls answered within 30 seconds; Capture rate of 95%; Hold time not to exceed 30 seconds; All inquiries that require a call back must be returned within 1 business day of receipt; and A minimum 70% of all calls to the customer service center are resolved during the first call.
Sample 1
Provider Call Center Performance Standards. 1. The OhioRISE Plan must meet or exceed the following provider call center standards: 90% of calls answered within 30 seconds; Capture rate of 95%; Hold time not to exceed 30 seconds; All inquiries that require a call back must be returned within 1 business day of receipt; and A minimum 70% of all calls to the customer service center are resolved during the first call.
Sample 1

Related to Provider Call Center Performance Standards

  • Performance Standards The Contractor agrees to perform all tasks and provide deliverables as set forth in the Contract. The Department and the Customer will be entitled at all times, upon request, to be advised as to the status of work being done by the Contractor and of the details thereof.

  • Contractor Performance Evaluations The Contract Administrator will evaluate Contractor’s performance as often as the Contract Administrator deems necessary throughout the term of the contract. This evaluation will be based on criteria including the quality of goods or services, the timeliness of performance, and adherence to applicable laws, including prevailing wage and living wage. City will provide Contractors who receive an unsatisfactory rating with a copy of the evaluation and an opportunity to respond. City may consider final evaluations, including Contractor’s response, in evaluating future proposals and bids for contract award.

  • Customer Service Standards The Franchising Authority hereby adopts the customer service standards set forth in Part 76, §76.309 of the FCC’s rules and regulations, as amended. The Grantee shall comply in all respects with the customer service requirements established by the FCC.

  • Performance Standard Contractor shall perform all work hereunder in a manner consistent with the level of competency and standard of care normally observed by a person practicing in Contractor's profession. County has relied upon the professional ability and training of Contractor as a material inducement to enter into this Agreement. Contractor hereby agrees to provide all services under this Agreement in accordance with generally accepted professional practices and standards of care, as well as the requirements of applicable federal, state and local laws, it being understood that acceptance of Contractor’s work by County shall not operate as a waiver or release. If County determines that any of Contractor's work is not in accordance with such level of competency and standard of care, County, in its sole discretion, shall have the right to do any or all of the following: (a) require Contractor to meet with County to review the quality of the work and resolve matters of concern; (b) require Contractor to repeat the work at no additional charge until it is satisfactory; (c) terminate this Agreement pursuant to the provisions of Article 4; or (d) pursue any and all other remedies at law or in equity.

  • PERFORMANCE MANAGEMENT SYSTEM 5.1 The Employee agrees to participate in the performance management system that the Employer adopts or introduces for the Employer, management and municipal staff of the Employer.

  • Acceptance/Performance Test 4.7.1 Prior to synchronization of the Power Project, the SPD shall be required to get the Project certified for the requisite acceptance/performance test as may be laid down by Central Electricity Authority or an agency identified by the central government to carry out testing and certification for the solar power projects.

  • Service Levels All service level requirements will be set forth in Exhibit A (“XXXX.xxx Referral Service Level Requirements”). Recipient Xxxxxx agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the XXXX.xxx Referral Service Level Requirements in effect at the time XXXX.xxx identifies the Referral to Recipient Broker/Agent.

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