| 1 | 1 | | By: Miles S.B. No. 2909 |
|---|
| 2 | 2 | | |
|---|
| 3 | 3 | | |
|---|
| 4 | 4 | | |
|---|
| 5 | 5 | | |
|---|
| 6 | 6 | | A BILL TO BE ENTITLED |
|---|
| 7 | 7 | | AN ACT |
|---|
| 8 | 8 | | relating to Health and Human Services call center quality |
|---|
| 9 | 9 | | performance measures. |
|---|
| 10 | 10 | | BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS: |
|---|
| 11 | 11 | | SECTION 1. Section 531.0192 (a), Government Code, is |
|---|
| 12 | 12 | | amended to read as follows. |
|---|
| 13 | 13 | | (a) The commission shall establish a process to ensure all |
|---|
| 14 | 14 | | health and human services system hotlines and call centers are |
|---|
| 15 | 15 | | necessary and appropriate. Under the process, the commission |
|---|
| 16 | 16 | | shall: |
|---|
| 17 | 17 | | (1) develop criteria for use in assessing whether a hotline |
|---|
| 18 | 18 | | or call center serves an ongoing purpose; |
|---|
| 19 | 19 | | (2) develop and maintain an inventory of all system hotlines |
|---|
| 20 | 20 | | and call centers; |
|---|
| 21 | 21 | | (3) use the inventory and assessment criteria developed |
|---|
| 22 | 22 | | under this subsection to periodically consolidate hotlines and call |
|---|
| 23 | 23 | | centers along appropriate functional lines; |
|---|
| 24 | 24 | | (4) develop an approval process designed to ensure that a |
|---|
| 25 | 25 | | newly established hotline or call center, including the telephone |
|---|
| 26 | 26 | | system and contract terms for the hotline or call center, meets |
|---|
| 27 | 27 | | policies and standards established by the commission; and |
|---|
| 28 | 28 | | (5) develop policies and standards for hotlines and call |
|---|
| 29 | 29 | | centers that include both quality and quantity performance measures |
|---|
| 30 | 30 | | and benchmarks and may include: |
|---|
| 31 | 31 | | (A) client satisfaction with call resolution; |
|---|
| 32 | 32 | | (B) accuracy of information provided; |
|---|
| 33 | 33 | | (C) the percentage of received calls that are answered; |
|---|
| 34 | 34 | | (D) the amount of time a caller spends on hold;; and |
|---|
| 35 | 35 | | (E) call abandonment rates.; and |
|---|
| 36 | 36 | | (F) first call resolution rates for billing, claims, |
|---|
| 37 | 37 | | authorizations, provider enrollment, and any other electronic |
|---|
| 38 | 38 | | claim processes. |
|---|
| 39 | 39 | | SECTION 2. This Act take effect September 1, 2025. |
|---|