Common use of Provider Services Hours of Operation Clause in Contracts

Provider Services Hours of Operation. The MCO must ensure provider services staff are available nationwide to provide assistance to providers through the toll-free call-in system at all times during the hours of 7:00 am to 8:00 pm Eastern Time, Monday through Friday, except for the following major holidays: New Year's Day, Xxxxxx Xxxxxx Xxxx Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. The MCO may select two additional optional closure days, which may be used separately or in combination with any of the major holiday closures, but may not both be used within the same closure period. Before announcing any optional closure dates to providers or staff, the MCO must receive ODM's prior approval that verifies that the optional closure days meet the specified criteria. If a major holiday falls on a Saturday, the MCO may close its provider services line on the immediately preceding Friday. If a major holiday falls on a Sunday, the MCO may close its provider services line on the immediately following Monday. The MCO must specify provider services closure days in the MCO's provider manual, provider portal and website at least 30 calendar days in advance of the closure. The MCO must request and obtain prior approval from ODM of any extended hours of operation of the provider services line outside the required days and time specified above. The MCO must transfer providers directly to the OhioRISE Plan through a warm handoff for questions tied to OhioRISE-covered benefits, contracting, etc.

Provider Services Hours of Operation. The MCO must ensure provider services staff are available nationwide to provide assistance to providers through the toll-free call-in system at all times during the hours of 7:00 am to 8:00 pm Eastern Time, Monday through Friday, except for the following major holidays: New Year's Day, Xxxxxx Xxxxxx Xxxx DayXxx, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. The MCO may select two additional optional closure days, which may be used separately or in combination with any of the major holiday closures, but may not both be used within the same closure period. Before announcing any optional closure dates to providers or staff, the MCO must receive ODM's prior approval that verifies that the optional closure days meet the specified criteria. If a major holiday falls on a Saturday, the MCO may close its provider services line on the immediately preceding Friday. If a major holiday falls on a Sunday, the MCO may close its provider services line on the immediately following Monday. The MCO must specify provider services closure days in the MCO's provider manual, provider portal and website at least 30 calendar days in advance of the closure. The MCO must request and obtain prior approval from ODM of any extended hours of operation of the provider services line outside the required days and time specified above. The MCO must transfer providers directly to the OhioRISE Plan through a warm handoff for questions tied to OhioRISE-covered benefits, contracting, etc.