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<br />.. <br /> <br />meetings and other venues that involve innovative approaches in a variety of <br />settings; <br /> <br />e. Telephone coverage at a designated number in each sector, answered by an <br />THS/EPSDT knowledgeable person who shall assist clients in utilizing <br />THS/EPSDT services that shall facilitate medical and/or dental check-ups, <br />diagnosis, and treatment; <br /> <br />f. Participation in education/information sessions that describe and promote the <br />concept and services of THS/EPSDT; <br /> <br />g. Provision of information to THS/EPSDT Medicaid clients about where <br />THS/EPSDT services, support services, and medical transportation Services can <br />be obtained; <br /> <br />h. Conducting intensive outreach with those targeted groups of clients identified by <br />RECEIVING AGENCY and outlined in RECEIVING AGENCY'S Request for <br />Proposal (RFP) and PERFORMING AGENCY'S Application. . <br /> <br />2. PERFORMING AGENCY shall operate and manage a centralized telephone answering <br />system that is toll free and shall respond promptly to incoming THS/EPSDT inquiries from <br />the Medicaid eligible clients who reside in PERFORMING AGENCY'S service area <br />described below. <br /> <br />Activities shall consist of the following: <br /> <br />a. Implementation and maintenance of a toll free phone system that is user-friendly,.' <br />community~based, accessible, culturally relevant, and provides information, <br />referral, and assistance to THS/EPSDT clients. <br /> <br />b.. All calls shall be toll free through a dedicated THS/EPSDT 1-800 number or a <br />dedicated THS/EPSDT local telephone number. <br /> <br />c. The dedicated telephone system shall have adequate lines and staff to answer 90% <br />of all incoming calls promptly (within two [2] minutes), which is the same goal <br />that has been set for the medical transportation program's toll free system. No <br />calls will be "answered" exclusively by a tape recorded message during normal <br />working hours, except in unusual circumstances. The medical transportation <br />number'shall not be given by a recorded message. The THS/EPSDT telephone <br />outreach system shall have the capability of directly linking the client requesting <br />services to the medical transportation service, PERFORMING AGENCY, or other <br />outreach contractors via the call transfer or call forwarding system. This will <br />eliminate the need for a second client initiated call. <br /> <br />ATTACHMENT - Page 2 <br /> <br />'l <br />