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.
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