SB 2909

relating to Health and Human Services call center quality
BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS:
SECTION 1.  Section 531.0192 (a), Government Code, is
(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
(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
(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
SECTION 2.  This Act take effect September 1, 2025.