Common use of Member Complaint Process Clause in Contracts

Member Complaint Process. The MCO must have written policies and procedures for receiving, tracking, responding to, reviewing, reporting and resolving Complaints by Members or their authorized representatives. For purposes of Section 8.2.6 an “authorized representative” is any person or entity acting on behalf of the Member and with the Member’s written consent. A Provider may be an authorized representative. MCOs also must resolve Member Complaints received by HHSC and referred to the MCOs no later than the due date indicated on HHSC’s notification form. HHSC will provide MCOs up to ten (10) Business Days to resolve such Complaints, depending on the severity and/or urgency of the Complaint. HHSC may, in its reasonable discretion, grant a written extension if the MCO demonstrates good cause. Unless the HHSC has granted a written extension as described above, the MCO is subject to contractual remedies, including liquidated damages, if Member Complaints are not resolved by the timeframes indicated herein. The MCO must resolve Complaints within 30 days from the date the Complaint is received. The MCO is subject to remedies, including liquidated damages, if at least 98 percent of Member Complaints are not resolved within 30 days of receipt of the Complaint by the MCO. Please see the Attachment A, "Uniform Managed Care Contract Terms and Conditions," and Attachment B-3, “Deliverables/Liquidated Damages Matrix.” The Complaint procedure must be the same for all Members. The Member or Member’s authorized representative may file a Complaint either orally or in writing. The MCO must also inform Members how to file a Complaint directly with HHSC, once the Member has exhausted the MCO’s Complaint process. The MCO must designate an officer of the MCO who has primary responsibility for ensuring that Complaints are resolved in compliance with written policy and within the required timeframe. For purposes of Section 8.2.6.2, an “officer” of the MCO means a president, vice president, secretary, treasurer, or chairperson of the board for a corporation, the sole proprietor, the managing general partner of a partnership; or a person having similar executive authority in the organization. The MCO must have a routine process to detect patterns of Complaints. Management, supervisory, and quality improvement staff must be involved in developing policy and procedure improvements to address the Complaints. The MCO’s Complaint procedures must be provided to Members in writing and through oral interpretive services. A written description of the MCO’s Complaint procedures must be available in prevalent non-English languages for Major Population Groups identified by HHSC, at no more than a 6th grade reading level. The MCO must include a written description of the Complaint process in the Member Handbook. The MCO must maintain and publish in the Member Handbook at least one toll-free telephone number with TeleTypewriter/Telecommunications Device for the Deaf (TTY/TDD) and interpreter capabilities for making Complaints. The MCO must provide such oral interpretive service to callers free of charge. The MCO’s process must require that every Complaint received in person, by telephone, or in writing must be acknowledged and recorded in a written record and logged with the following details:

Member Complaint Process. The MCO HMO must have written policies and procedures for receiving, tracking, responding to, reviewing, reporting and resolving Complaints by Members or their authorized representatives. For purposes of this Section 8.2.6 8.2.7, an “authorized representative” is any person or entity acting on behalf of the Member and with the Member’s written consent. A Provider may be an authorized representative. MCOs HMOs also must resolve Member Complaints received by HHSC and referred to the MCOs no later than the due date indicated on HHSC’s notification form. HHSC will provide MCOs HMOs up to ten (10) Business Days to resolve such Complaints, depending on the severity and/or urgency of the Complaint. HHSC may, in its reasonable discretion, grant a written extension if the MCO HMO demonstrates good cause. Unless the HHSC has granted a written extension as described above, the MCO HMO is subject to contractual remedies, including liquidated damages, damages if Member Complaints are not resolved by the timeframes indicated herein. The MCO HMO must resolve Complaints within 30 days from the date the Complaint is received. The MCO HMO is subject to remedies, including liquidated damages, if at least 98 percent of Member Complaints are not resolved within 30 days of receipt of the Complaint by the MCOHMO. Please see the Attachment A, "Uniform Managed Care Contract Terms and Conditions," & Conditions and Attachment B-3B-5, “Deliverables/Liquidated Damages Matrix.” . The Complaint procedure must be the same for all MembersMembers under the Contract. The Member or Member’s authorized representative may file a Complaint either orally or in writing. The MCO HMO must also inform Members how to file a Complaint directly with HHSC, once the Member has exhausted the MCOHMO’s Complaint complaint process. The MCO HMO must designate an officer of the MCO HMO who has primary responsibility for ensuring that Complaints are resolved in compliance with written policy and within the required timeframe. For purposes of Section 8.2.6.28.2.7.2, an “officer” of the MCO HMO means a president, vice president, secretary, treasurer, or chairperson of the board for a corporation, the sole proprietor, the managing general partner of a partnership; , or a person having similar executive authority in the organization. The MCO HMO must have a routine process to detect patterns of Complaints. Management, supervisory, and quality improvement staff must be involved in developing policy and procedure improvements to address the Complaints. The MCOHMO’s Complaint procedures must be provided to Members in writing and through oral interpretive services. A written description of the MCOHMO’s Complaint procedures must be available in prevalent non-English languages for Major Population Groups identified by HHSC, at no more than a 6th grade reading level. The MCO HMO must include a written description of the Complaint process in the Member Handbook. The MCO HMO must maintain and publish in the Member Handbook Handbook, at least one local and one toll-free telephone number with TeleTypewriter/Telecommunications Device for the Deaf (TTY/TDD) and interpreter capabilities for making Complaints. The MCO must provide such oral interpretive service to callers free of charge. The MCOHMO’s process must require that every Complaint received in person, by telephone, or in writing must be acknowledged and recorded in a written record and logged with the following details:

Member Complaint Process. The MCO HMO must have written policies and procedures for receiving, tracking, responding to, reviewing, reporting and resolving Complaints by Members or their authorized representatives. For purposes of this Section 8.2.6 8.2.7, an “authorized representative” is any person or entity acting on behalf of the Member and with the Member’s written consent. A Provider may be an authorized representative. MCOs HMOs also must resolve Member Complaints received by HHSC and referred to the MCOs no later than the due date indicated on HHSC’s notification form. HHSC will provide MCOs HMOs up to ten (10) Business Days to resolve such Complaints, depending on the severity and/or urgency of the Complaint. HHSC may, in its reasonable discretion, grant a written extension if the MCO HMO demonstrates good cause. Unless the HHSC has granted a written extension as described above, the MCO HMO is subject to contractual remedies, including liquidated damages, damages if Member Complaints are not resolved by the timeframes indicated herein. The MCO HMO must resolve Complaints within 30 days from the date the Complaint is received. The MCO HMO is subject to remedies, including liquidated damages, if at least 98 percent of Member Complaints are not resolved within 30 days of receipt of the Complaint by the MCOHMO. Please see the Attachment A, "Uniform Managed Care Contract Terms and Conditions," & Conditions and Attachment B-3B-5, “Deliverables/Liquidated Damages Matrix.” . The Complaint procedure must be the same for all MembersMembers under the Contract. The Member or Member’s authorized representative may file a Complaint either orally or in writing. The MCO HMO must also inform Members how to file a Complaint directly with HHSC, once the Member has exhausted the MCOHMO’s Complaint complaint process. The MCO HMO must designate an officer of the MCO HMO who has primary responsibility for ensuring that Complaints are resolved in compliance with written policy and within the required timeframe. For purposes of Section 8.2.6.28.2.7.2, an “officer” of the MCO HMO means a president, vice president, secretary, treasurer, or chairperson of the board for a corporation, the sole proprietor, the managing general partner of a partnership; , or a person having similar executive authority in the organization. The MCO HMO must have a routine process to detect patterns of Complaints. Management, supervisory, and quality improvement staff must be involved in developing policy and procedure improvements to address the Complaints. The MCOHMO’s Complaint procedures must be provided to Members in writing and through oral interpretive services. A written description of the MCOHMO’s Complaint procedures must be available in prevalent non-English languages for Major Population Groups identified by HHSC, at no more than a 6th grade reading level. The MCO HMO must include a written description of the Complaint process in the Member Handbook. The MCO HMO must maintain and publish in the Member Handbook Handbook, at least one toll-free telephone number with TeleTypewriter/Telecommunications Device for the Deaf (TTY/TDD) and interpreter capabilities for making Complaints. The MCO HMO must provide such oral interpretive service to callers free of charge. The MCOHMO’s process must require that every Complaint received in person, by telephone, or in writing must be acknowledged and recorded in a written record and logged with the following details: