Scope of Work for Non-Phone Related Services Sample Clauses

Scope of Work for Non-Phone Related Services. A. Resolution of Change of Circumstance (CoC) Cases Vermont Health Connect (VHC) has ongoing new Change of Circumstance (CoC) cases to be resolved. When requested by the State as a specific project during the term of this Contract, subject to the availability of funding and of Contractor staffing, Contractor Contact Center representatives shall conduct the CoC process. Contractor shall staff CoC processing to be paid on a time and materials basis in accordance with Attachment B only when deemed necessary and directed in writing by the State. Contractor’s Contact Center representatives will follow the State’s current Interim Change Process (ICP), as per VHC’s standard documented business process or a process as agreed upon in writing by the State and the Contractor. Any phone calls made or received by Contractor Contact Center representatives in the performance of non-phone CoC services hereunder shall not be billed at the time and materials rate. Calls made and received for CoC purposes as set forth in this Section shall be billed at the cost per minute rate in accordance with Attachment B, Section 12 at the rates set forth in Rate Table 1. The Contractor’s Contact Center representatives will record completed CoC cases (“Cases”), and escalate Cases within the Siebel CRM for reporting purposes. Weekly status meeting and reports, describing Contractor’s progress, plans, risks, and issues will be conducted whenever this CoC work is being conducted.
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