Common use of Customer Service Representatives Clause in Contracts

Customer Service Representatives. CMS will equip ▇-▇▇▇-▇▇▇▇▇▇▇▇ call center representatives with information on the Demonstration. The State will also train its Customer Contact Center employees and HealthColorado staff with information on this Demonstration so that they can assist beneficiaries who call with questions about their enrollment choices and Demonstration services, facilitate enrollment and disenrollment from the Demonstration (see Section III.B.2 for additional information), and provide information about the Demonstration. The Customer Contact Center operates Monday through Friday from 7:30 a.m. to 5:15 p.m. Mountain Time. HealthColorado operates Monday through Friday from 8:00 a.m. to 5:00 p.m. Mountain Time. They are responsible for activities including beneficiary assistance, education and information, access to necessary services, enrollment, and disenrollment. The State ensures access to interpreter services for beneficiaries who call the Customer Contact Center and HealthColorado. Materials in alternative formats can also be requested. CMS and the State shall work to assure the language and cultural competency of customer service representatives to adequately meet the needs of the beneficiary population.