Call Center Bill Adds One Measure, And It’s Optional

The text as introduced · 253 words

By: Miles
S.B. No. 2909

A BILL TO BE ENTITLED

AN ACT

relating to Health and Human Services call center quality

performance measures.

BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS:

SECTION 1. Section 531.0192 (a), Government Code, is

amended to read as follows.

(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

shall:

(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

and call centers;

(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

claim processes.

SECTION 2. This Act take effect September 1, 2025.