New Mexico Administrative Code
Title 8 - SOCIAL SERVICES
Chapter 308 - MANAGED CARE PROGRAM
Part 8 - MEMBER EDUCATION
Section 8.308.8.15 - MEMBER TOLL-FREE LINE
Universal Citation: 8 NM Admin Code 8.308.8.15
Current through Register Vol. 35, No. 18, September 24, 2024
The MCO shall operate a call center with a toll-free phone line to respond to member questions, concerns, inquiries and complaints from a member and his or her provider. The line shall be equipped to handle calls from an individual with limited English proficiency, as well as calls from a member who is hearing impaired. It should be staffed 24 hours a day, seven days a week, with qualified nurses to triage urgent care and emergency calls from a member, and when necessary, to facilitate the transfer of such calls to a care coordinator.
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