Specifications include, but are not limited to: The Respondent is responsible for approving and paying claims for the State of Iowa Flexible Spending Account Program. 4.2 Telephone Services The Contractor is responsible for maintaining a toll-free telephone number that is answered at a minimum between the hours of 8:00 am and 5:00 pm central time to respond to Participant inquires as well as a toll-free TDD line for hearing impaired Participants as well as the following: 4.2.1 Answer participant inquiries over the telephone upon proper identification of the participant to the extent possible. 4.2.2 Provide an interactive voice response toll-free telephone system, which will enable Participants to obtain current, personalized information concerning their accounts as well as general information concerning the plans. 4.2.3 Ensure that information available through the interactive telephone system includes the Participant's account balance; claim reimbursement amount; and other information the Contractor feels the need to provide. 4.2.4 Ensure that the system is available twenty-four (24) hours a day seven (7) days per week. The Respondent is responsible for advising all Participants of the availability of its toll-fee numbers. 4.3 Enrollment The Respondent is responsible for processing all enrollments both during the year and at the annual enrollment time. The Respondent is responsible for the following: Responding to employee inquiries Providing enrollment confirmations prior to the beginning of the calendar year from annual enrollment Providing enrollment confirmations within 30 days of notification of enrollment for enrollments outside the annual enrollment period. Receiving and maintaining all enrollment and change information electronically via a bi-weekly file from the State’s online benefits system.
