Common use of Provider Services Helpline Clause in Contracts

Provider Services Helpline. In addition to the provider service helpline provided by Fiscal Agent, Contractor shall maintain a toll-free telephone helpline for all providers with questions, concerns or complaints that are specific to VMNG Program operations. Contractor shall staff the provider services helpline with personnel trained to accurately address provider issues from 8:00 am to 4:30 pm Eastern Standard Time (EST), Monday through Friday, at minimum. Contractor shall provide a voice message system that informs callers of Contractor’s business hours and offers an opportunity to leave a message after business hours. The Contractor’s provider services helpline may be closed on all holidays observed by the State of Vermont government. Contractor must monitor its provider services helpline and report its telephone service performance to DVHA each month as described in the ACO Reporting Manual, notwithstanding, Contractor may report Member and provider hotline call statistics together.

Provider Services Helpline. In addition to the provider service helpline provided by Fiscal Agent, Contractor shall maintain a toll-free telephone helpline for all providers with questions, concerns or complaints that are specific to VMNG Program operations. Contractor shall staff the provider services helpline with personnel trained to accurately address provider issues from 8:00 am to 4:30 5:00 pm Eastern Standard Time (EST), Monday through Friday, at minimum. Contractor shall provide a voice message system that informs callers of Contractor’s business hours and offers an opportunity to leave a message after business hours. The Contractor’s provider services helpline may be closed on all holidays observed by the State of Vermont government. Contractor must monitor its provider services helpline and report its telephone service performance to DVHA each month as described in the ACO Reporting Manual, notwithstanding, Contractor may report Member and provider hotline call statistics together.