2.1 Account Management 2.1.1 Hire and maintain sufficient staff to meet the needs of the Board and the Plan’s participants. 2.1.2 Comply with staffing minimum requirements provided in RFP Section 3.2 through 3.3. 2.1.3 Maintain an adequate customer service staff to respond to inquiries from participants, providers, and MDFA staff regarding the services provided by the PBM through a tollfree telephone line. The service shall be available 24 hours, 7 days a week, other than scheduled maintenance times, to participants and providers. Currently, the Board’s pharmacy customer service center averages 4,300 calls per quarter. 2.1.4 Provide competent and proficient account management staff to promptly address and respond to any staffing concerns with MDFA. 2.1.5 Cooperate with the Board and with all other contractors of the Board with respect to the ongoing coordination and delivery of health care services, and in any transition of responsibilities. 2.1.6 Provide consultative services regarding pharmacy benefit design including, but not limited to, formularies, allowable charges, generic drug incentives, implementation of programs which control utilization and optimize health, utilization review services, and evaluation of drug use and cost data. 2.1.7 Participate in activities with the PBM and/or MDFA staff in responding to participant or provider inquiries or complaints relating to pharmacy benefit services. 2.1.8 Conduct at least one (1) customer satisfaction survey within the third quarter of the initial contract period and one (1) annually thereafter. The contents of the satisfaction survey must be agreed upon by the Board and the PBM. 2.1.9 Participate, at its own expense, in health/benefit fairs to educate participants throughout the State. 2.1.10 All services directly related to this contract must be provided from an office located within the United States.
