Common use of Customer Service Call Center Clause in Contracts

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. During non-Open Enrollment periods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. Contractor shall inform Covered California of its standard call center hours and any changes to call center hours during non-Open- Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekends. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 6. Contractor shall staff their call center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”). (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered Californiathe Exchange, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered Californiathe Exchange. During non-Open Enrollment periods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered Californiathe Exchange. Contractor shall inform Covered California the Exchange of its standard call center hours and any changes to call center hours during non-Open- Open-Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekends. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 6. Contractor shall staff their call center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California the Exchange monthly, in a format determined by Covered Californiathe Exchange, on the volume of calls received by the call center and Contractor’s rate compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”)14. (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. During non-Open Enrollment periodsPeriods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. Contractor shall inform Covered California of its standard call center hours and any changes to the call center hours during non-Open- Open-Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekendsPeriods. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 6. Contractor shall staff their call center the Call Center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP QHP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish Spanish, and other languages as required by State and Federal laws, rules rules, and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate of compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”). (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. During non-Open Enrollment periodsPeriods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. Contractor shall inform Covered California of its standard call center hours and any changes to the call center hours during non-Open- Open-Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekendsPeriods. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 6. Contractor shall staff their call center the Call Center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP QHP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish Spanish, and other languages as required by State and Federal laws, rules rules, and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate of compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”)14. (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. During non-Open Enrollment periodsPeriods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. Contractor shall inform Covered California of its standard call center hours and any changes to the call center hours during non-Open- Open-Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekendsPeriods. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 66 7 as specified in Attachment 3 — Performance Standards and Expectations. . Contractor shall staff their call center the Call Center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP QHP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish Spanish, and other languages as required by State and Federal laws, rules rules, and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate of compliance with related Performance Standards as outlined in Attachment 14 (“3 — Performance Measurement Standards”)Standards and Expectations. (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. During non-Open Enrollment periods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. and Saturday eight o’clock (8:00) a.m. ) a. m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. Contractor shall inform Covered California of its standard call center hours and any changes to call center hours during non-Open- Open-Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekends. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 66 (Performance Standards) and as specified in Attachment 14. Contractor shall staff their call center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-non- English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”). (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. . During non-Open non‑Open Enrollment periodsPeriods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. . Contractor shall inform Covered California of its standard call center hours and any changes to the call center hours during non-Open- Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekendsnon‑Open‑Enrollment Periods. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 66 (Performance Standards) and as specified in Attachment 14. . Contractor shall staff their call center the Call Center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP QHP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish Spanish, and other languages as required by State and Federal laws, rules rules, and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English non‑English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. . Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. . Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate of compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”). (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. During non-Open Enrollment periods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. Contractor shall inform Covered California of its standard call center hours and any changes to call center hours during non-Open- Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekends. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 6. Contractor shall staff their call center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”)14. (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call Contractor¶scall center hours shall be, unless otherwise agreed by Covered California, be extended Monday through Friday eight o’clock o¶clock (8:00) a.m. to eight o’clock o¶clock (8:00) p.m. and Saturday eight o’clock o¶clock (8:00) a.m. to six o’clock (6:00) o¶clock p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered Californiathe Exchange. During non-Open Enrollment periods, the Contractor shall maintain call center hours Monday through Friday eight o’clock o¶clock (8:00) a.m. to six o’clock o¶clock (6:00) p.m. and Saturday eight o’clock o¶clock (8:00) a.m. to five o’clock o¶clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust Saturday hours as required by customer demand with prior agreement of Covered Californiademand. Contractor shall inform Covered California the Exchange of its standard call center hours and any changes to call center hours during nonnon- Open-Open- Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekends. (b) Contractor’s Contractor¶s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Measurement Standards set forth in Article 6. Contractor shall staff their call center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-hearing impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California the Exchange monthly, in a format determined by Covered Californiathe Exchange, on the volume of calls received by the call center and Contractor’s Contractor¶s rate compliance with related Performance Measurement Standards as outlined in Attachment 14 (“Performance Measurement Standards”). (e) 14. Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. During non-non- Open Enrollment periods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. Contractor shall inform Covered California of its standard call center hours and any planned changes to call center hours during non-Open- Open-Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekends. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 67(Performance Standards) and as specified in Attachment 3 – Performance Standards and Expectations. Contractor shall staff their call center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-non- English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate compliance with related Performance Standards as outlined in Attachment 14 (“3 – Performance Measurement Standards”)Standards and Expectations. (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, be Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) o’clock p.m. (Pacific Standard Time), if call volume warrants, ) except on holidays observed by Covered Californiathe Exchange. During non-Open Enrollment periods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust Saturday hours as required by customer demand with prior agreement of Covered Californiademand. Contractor shall inform Covered California the Exchange of its standard call center hours and any changes to call center hours during non-Open- Open-Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekends. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Measurement Standards set forth in Article 6. Contractor shall staff their call center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-hearing impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California the Exchange monthly, in a format determined by Covered Californiathe Exchange, on the volume of calls received by the call center and Contractor’s rate compliance with related Performance Measurement Standards as outlined in Attachment 14 (“Performance Measurement Standards”). (e) 14. Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. During non-Open Enrollment periodsPeriods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. Contractor shall inform Covered California of its standard call center hours and any changes to the call center hours during non-Open- Open-Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekendsPeriods. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 66 7 (Performance Standards) and as specified in Attachment 3 — Performance Standards and Expectations. . Contractor shall staff their call center the Call Center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP QHP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish Spanish, and other languages as required by State and Federal laws, rules rules, and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate of compliance with related Performance Standards as outlined in Attachment 14 3 — (“Performance Measurement StandardsStandards and Expectations”). (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. During non-Open non‑Open Enrollment periodsPeriods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. Contractor shall inform Covered California of its standard call center hours and any changes to the call center hours during non-Open- Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekendsnon‑Open‑Enrollment Periods. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 66 (Performance Standards) and as specified in Attachment 14. Contractor shall staff their call center the Call Center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP QHP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish Spanish, and other languages as required by State and Federal laws, rules rules, and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English non‑English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate of compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”). (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. During non-non- Open Enrollment periods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. Contractor shall inform Covered California of its standard call center hours and any planned changes to call center hours during non-Open- Open-Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekends. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 66 7(Performance Standards) and as specified in Attachment 143 – Performance Standards and Expectations. Contractor shall staff their call center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-non- English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”)) 3 – Performance Standards and Expectations. (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered California, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered California. During non-Open Enrollment periodsPeriods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. p.m., and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered California. Contractor shall inform Covered California of its standard call center hours and any changes to the call center hours during non-Open- Open-Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekendsPeriods. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 6. Contractor shall staff their call center the Call Center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP QHP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish Spanish, and other languages as required by State and Federal laws, rules rules, and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California monthly, in a format determined by Covered California, on the volume of calls received by the call center and Contractor’s rate of compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”).14 (e) Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.

Customer Service Call Center. (a) During Open Enrollment Period, Contractor’s call center hours shall be, unless otherwise agreed by Covered Californiathe Exchange, Monday through Friday eight o’clock (8:00) a.m. to eight o’clock (8:00) p.m. and Saturday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. (Pacific Standard Time), if call volume warrants, except on holidays observed by Covered Californiathe Exchange. During non-Open Enrollment periods, the Contractor shall maintain call center hours Monday through Friday eight o’clock (8:00) a.m. to six o’clock (6:00) p.m. and Saturday eight o’clock (8:00) a.m. to five o’clock (5:00) p.m. (Pacific Standard Time), however, Contractor may adjust hours as required by customer demand with prior agreement of Covered Californiathe Exchange. Contractor shall inform Covered California the Exchange of its standard call center hours and any changes to call center hours during non-Open- Open-Enrollment periods. Dental Plan Issuers in Covered California for Small Business are not required to provide customer service support on weekends. (b) Contractor’s call center shall be staffed at levels reasonably necessary to handle call volume and achieve compliance with Performance Standards set forth in Article 6. Contractor shall staff their call center with highly trained individuals to provide detailed benefit information, answer Enrollee questions about QDP benefits and coverage, and to resolve claim and benefit issues. (c) Contractor shall use a telephone system that includes welcome messages in English, Spanish and other languages as required by State and Federal laws, rules and regulations. (d) Contractor shall make oral interpreter services available at no cost for non-English speaking or hearing-hearing impaired Enrollees during regular business hours as required by Federal and State law. Contractor shall monitor the quality and accessibility of call center services on an ongoing basis. Contractor shall report to Covered California the Exchange monthly, in a format determined by Covered Californiathe Exchange, on the volume of calls received by the call center and Contractor’s rate compliance with related Performance Standards as outlined in Attachment 14 (“Performance Measurement Standards”). (e) 14. Contractor shall meet all State requirements for language assistance services for all of its commercial lines of business.