Texas Administrative Code
Title 26 - HEALTH AND HUMAN SERVICES
Part 1 - HEALTH AND HUMAN SERVICES COMMISSION
Chapter 87 - OMBUDSMAN SERVICES
Subchapter D - OMBUDSMAN FOR MANAGED CARE ASSISTANCE
Section 87.413 - Intake of Contacts
Universal Citation: 26 TX Admin Code § 87.413
Current through Reg. 50, No. 13; March 28, 2025
(a) A contact received by postal mail, fax, or online submission is uploaded to the HEART system and assigned to available OBH staff for action within one business day of receipt.
(b) A call received by OBH staff is immediately entered in the HEART system.
(c) When OBH staff begin to review a contact, they take the following actions:
(1) notify
the consumer, the consumer's LAR, or a health care provider of OBH's roles and
responsibilities;
(2) explain any
referrals to other HHS staff or external organizations that are
recommended;
(3) explain the OBH
complaint resolution process;
(4)
clarify the preferred method and timeline of follow-up communications;
and
(5) provide an estimated
timeline in which a response can be expected.
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