Specifications include, but are not limited to: Task (1): General Specifications
Provide customer service representatives available to assist Plan Participants on all business days, from 8:00 AM-4:30 PM (Central Time), or such other times that will be subject to OGB’s approval.
Assist OGB with development of an IMMHRA Plan Document that complies with all applicable laws.
Provide, at a minimum, the following:
Plan Participant communications materials in ready-to-print format, such as benefit booklets;
Newsletters or similar informational materials; and
Web-access to interactive information, new Plan Participant letters and informational packets.
Stay current on legal and regulatory changes affecting HRA plans and Medicare coverage and advise OGB of any proposed and final regulatory, legal, or internal procedural changes.
Handle the intake and review of all customer service inquiries.
Provide internet services, including website, available twenty-four (24) hours a day, seven (7) days a week, 365 days a year (24/7/365) to allow Plan Participants to access HRA account information and to file claims, including, but not limited to:
Real-time history of claims submission and payment process;
Reimbursement process management, such as claim reimbursement status;
Account management with transaction history and account balance;
Account contributions data (current and historical); and
All such internet services shall comply with all applicable laws, including but not limited to PPACA Section 1557.
Contractor will digitally record all customer service calls at no additional cost to OGB.
Contractor will provide to OGB, if requested by OGB, digitally recorded customer services calls, at no additional cost.
Task (2): Implementation
Assign an implementation team to manage the implementation process.
Conduct weekly transition calls with OGB during the IMMHRA implementation.
Coordinate with OGB to develop mutually-agreeable file layout specifications and transmission frequency for files.