SB2909 - Relating to Health and Human Services call center quality performance measures.

      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.