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