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ACOM POLICY 435 - TELEPHONE PERFORMANCE STANDARDS AND REPORTING

Click on the link: ACOM POLICY 435 - TELEPHONE PERFORMANCE STANDARDS AND REPORTING


Purpose: establishes Contractor standards and reporting requirements regarding the Contractor’s performance when handling member and provider telephone calls.


Opening Reason: To add ALTCS E/PD as an applicable Contractor and clarify the deliverable requirements regarding Attachment A, Telephone Performance Measures template. Attachment A will be separated and a new Attachment B related to the ad hoc report deliverable for when metric standards are below threshold will be developed.  



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ACOM POLICY 435

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