Common use of Provider Services Helpline Clause in Contracts

Provider Services Helpline. The Contractor shall maintain a toll-free telephone helpline for all providers with questions, concerns or complaints. With the exception of the holidays listed below, the Contractor shall staff the telephone provider helpline with personnel trained to accurately address provider issues during (at a minimum) a twelve (12)-hour business day, from 8 a.m. to 8 p.m. Eastern, Monday through Friday. The provider 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. The Contractor may request that additional days, such as the day after Thanksgiving, be authorized for limited staff attendance. This request shall be submitted to OMPP at least thirty (30) calendar days in advance of the date being requested for limited staff attendance and must be approved by OMPP. For all days with a closure, early closing or limited staff attendance, there shall be a process for providers to process emergency prior authorizations as needed. Call center closures, limited staffing or early closures shall not burden a member’s access to care. The Contractor shall maintain a system for tracking and reporting the number and type of provider calls and inquiries. The Contractor must monitor its provider helpline and report its telephone service performance to OMPP each quarter as described in the Hoosier Healthwise MCE Reporting Manuals.

Provider Services Helpline. The Contractor shall maintain a toll-free telephone helpline for all providers with questions, concerns or complaints. With the exception of the holidays listed below, the Contractor shall staff the telephone provider helpline with personnel trained to accurately address provider issues during (at a minimum) a twelve (12)-hour business day, from 8 a.m. to 8 p.m. Eastern, Monday through Friday. The provider 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. The Contractor may request that additional days, such as the day after ThanksgivingThanks giving, be authorized for limited staff attendance. This request shall be submitted to OMPP at least thirty (30) calendar days in advance of the date being requested for limited staff attendance and must be approved by OMPP. For all days with a closure, early closing or limited staff attendance, there shall be a process for providers to process emergency prior authorizations as needed. Call center closures, limited staffing or early closures shall not burden a member’s access to care. The Contractor shall maintain a system for tracking and reporting the number and type of provider calls and inquiries. The Contractor must monitor its provider helpline and report its telephone service performance to OMPP each quarter as described in the Hoosier Healthwise MCE Reporting Manuals.

Provider Services Helpline. The Contractor shall maintain a toll-free telephone helpline for all providers with questions, concerns or complaints. With the exception of the holidays listed below, the Contractor shall staff the telephone provider helpline with personnel trained to accurately address provider issues during (at a minimum) a twelve (12)-hour business day, from 8 a.m. to 8 p.m. Eastern, Monday through Friday. The provider 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. The Contractor may request that additional days, such as the day after Thanksgiving, be authorized for limited staff attendance. This request shall be submitted to OMPP at least thirty (30) calendar days in advance of the date being requested for limited staff attendance and must be approved by OMPP. For all days with a closure, early closing or limited staff attendance, there shall be a process for providers to process emergency prior authorizations as needed. Call center closures, limited staffing or early closures shall not burden a member’s access to care. The Contractor shall maintain a system for tracking and reporting the number and type of provider calls and inquiries. The Contractor must monitor its provider helpline and report its telephone service performance to OMPP each quarter as described in the Hoosier Healthwise MCE Reporting Manuals.

Provider Services Helpline. The Contractor shall maintain a toll-free telephone helpline for all providers with questions, concerns or complaints. With the exception of the holidays listed below, the Contractor shall staff the telephone provider helpline with personnel trained to accurately address provider issues during (at a minimum) a twelve (12)-hour business day, from 8 a.m. to 8 p.m. Eastern, Monday through Friday. The provider 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. The Contractor may request that additional days, such as the day after Thanksgiving, be authorized for limited staff attendance. This request shall be submitted to OMPP at least thirty (30) calendar days in advance of the date being requested for limited staff attendance and must be approved by OMPP. For all days with a closure, early closing or limited staff attendance, there shall be a process for providers to process emergency prior authorizations as needed. Call center closures, limited staffing or early closures shall not burden a member’s access to care. The Contractor shall maintain a system for tracking and reporting the number and type of provider calls and inquiries. The Contractor must shall monitor its provider helpline and report its telephone service performance to OMPP each quarter as described in the Hoosier Healthwise HIP MCE Reporting Manuals.