Section Ins 2001.12 - Standards for Telephone Accessibility(a) A medical utilization review entity shall maintain the number of telephone lines reasonably necessary to service the volume of calls which it may be expected to receive from beneficiaries and health care providers. The medical utilization review entity shall ensure that an adequate number of representatives respond to calls at least 7 days a week during the utilization review entity's normal working hours.(b) Medical utilization review entities may use computerized telephone routing systems and may use systems for the receipt of information for which replies are not required. Time periods during which calls are answered solely by these systems or by answering services shall not qualify toward meeting the requirements of Ins 2001.12(a).(c) A medical utilization review entity shall provide access to its review staff by a toll free or collect phone line, at a minimum, from 9:00 a.m. to 4:00 p.m. of each standard business day, in the provider's local time zone.N.H. Admin. Code § Ins 2001.12
#5931, eff 12-5-94, EXPIRED: 12-5-00
New. #7683, eff 6-1-02; ss by #9721-A, eff 6-11-10
Amended by Volume XXXVIII Number 28, Filed July 12, 2018, Proposed by #12545, Effective 6/11/2018, Expires 6/11/2028.