TITLE: Relating to Health and Human Services call center quality performance measures.

SUMMARY: Relating to Health and Human Services call center quality performance measures.

FULL TEXT:
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.