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A BILL TO BE ENTITLED
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AN ACT
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relating to Health and Human Services call center quality |
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performance measures. |
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BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS: |
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SECTION 1. Section 531.0192 (a), Government Code, is |
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amended to read as follows. |
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(a) The commission shall establish a process to ensure all |
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health and human services system hotlines and call centers are |
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necessary and appropriate. Under the process, the commission |
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shall: |
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(1) develop criteria for use in assessing whether a hotline |
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or call center serves an ongoing purpose; |
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(2) develop and maintain an inventory of all system hotlines |
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and call centers; |
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(3) use the inventory and assessment criteria developed |
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under this subsection to periodically consolidate hotlines and call |
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centers along appropriate functional lines; |
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(4) develop an approval process designed to ensure that a |
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newly established hotline or call center, including the telephone |
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system and contract terms for the hotline or call center, meets |
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policies and standards established by the commission; and |
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(5) develop policies and standards for hotlines and call |
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centers that include both quality and quantity performance measures |
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and benchmarks and may include: |
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(A) client satisfaction with call resolution; |
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(B) accuracy of information provided; |
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(C) the percentage of received calls that are answered; |
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(D) the amount of time a caller spends on hold;; and |
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(E) call abandonment rates.; and |
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(F) first call resolution rates for billing, claims, |
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authorizations, provider enrollment, and any other electronic |
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claim processes. |
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SECTION 2. This Act take effect September 1, 2025. |