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{"sheet":"Document History Log","index":0,"n_rows":18,"n_cols":4,"rows_kept":18,"cut":false,"hidden":false,"merged":[[0,0,4,0],[0,1,0,2],[2,1,2,2],[16,0,16,3],[17,0,17,3],[5,0,5,3],[15,0,15,3]]}
[null,"HHSC UNIFORM MANAGED CARE MANUAL",null,"CHAPTER"]
[null,null,null,"5.24.7"]
[null,"MCO/DMO Hotlines Report Text File Layout",null,"EFFECTIVE DATE"]
[null,null,null,"2023-03-02"]
[null,null,null,"Version 2.5.1"]
["DOCUMENT HISTORY LOG"]
["STATUS1","DOCUMENT REVISION2","EFFECTIVE DATE","DESCRIPTION3"]
["Baseline",2,"2019-09-01","Initial version Uniform Managed Care Manual Chapter 5.24.7 \"MCO Hotlines Report Text File Layout.\"\n\nChapter 5.24.7 applies to contracts issued as a result of HHSC RFP numbers 529-08-0001, 529-10-0020, 529-12-0002,  529-12-0003, 529-13-0042, 529-13-0071, and 529-15-0001; and to Medicare-Medicaid Plans (MMPs) in the Dual Demonstration. "]
["Revision",2.1,"2019-12-06","Administrative changes made on the Text File Layout worksheet to delete the State Fiscal Quarter field and remove a sentence reference to a quarter-month breakdown in the instructions for the Reporting Month field.  The changes were made to correct the frequency of the deliverable submission to monthly. "]
["Revision","2.1.1","2020-02-14","Accessibility approved version."]
["Revision",2.2000000000000002,"October 23,2020","Chapter 5.24.7 continues to apply to the Dental Services Contract.  The new Dental Services Contract HHSC RFP number is HHS0002879. \n\nChanges were made to the Submission Instructions to specify the frequency and clarify that a hotline deliverable is required per hotline type and program.\n\nChanges were made to the Text File Layout worksheet as follows: \"MCO Name\" value for United Healthcare Dental added; \"Average Hold Time was changed to \"Total Hold Time\"; the field size for Total Hold Time was increased from four (4) to ten (10); Column H with key system validations was added."]
["Revision",2.2999999999999998,"2020-11-16","Administrative change was made to the Text File Layout worksheet to add that the Call Hold Rate standard is not applicable to the Provider Hotline. "]
["Revision",2.4,"2021-06-01","Administrative changes were made to the Text File Layout worksheet as follows: Where's My Ride was added as a \"Hotline Type\" and Column H was updated with key system validations. "]
["Revision",2.5,"2023-03-01","Administrative changes were made to the Text File Layout worksheet as follows: NEM was added as a value for the Responsible Entity and Column H was updated with key system validations. "]
["Revision","2.5.1","2023-03-02","Administrative changes were made to the Document History Log tab to correct MTP to NEM in the 2.5 revision and correct the template version number from 2.6 to 2.5.1."]
["1  Status should be represented as “Baseline” for initial issuances, “Revision” for changes to the Baseline version, and “Cancellation” for withdrawn versions."]
["2  Revisions should be numbered according to the version of the issuance and sequential numbering of the revision—e.g., “1.2” refers to the first version of the document and the second revision."]
["3  Brief description of the changes to the document made in the revision."]

{"sheet":"Submission Instructions","index":1,"n_rows":2,"n_cols":1,"rows_kept":2,"cut":false,"hidden":false,"merged":[]}
["Submission Instructions"]
["1. A text file layout for each of the MCO/DMO Hotlines must be submitted monthly by each MCO and DMO by program.\n\n2. Submit one text file layout each month, per program, per hotline type.\n\n3. The text file layout must be saved as a fixed-width text file with a .txt file extension.  A standard naming convention is not necessary because there will be specific, named locations in TexConnect where the file(s) will be uploaded. \n\n4.  The sequence is a count in numerical order of the individual rows of data contained in the text file. \n\n5.  Do not enter commas as they are implied. (Example:  The number of calls answered is 12,500.  Enter 12500.)\n\n6.  If a field is not applicable, enter blank spaces until the next field position is reached.  (Example:  Field is not applicable to the MCO/DMOs's program.  The field width is 5 spaces.  The MCO/DMO will hit the space bar 5 times until the next field position is reached.)\n\n7.  If data entered is less than the field allows, enter spaces until the next field position is reached.  (Example:  If the field width is 10 and only 5 characters are needed, tap the space bar 5 times until the next field position is reached.)\n\n8.  Upload the completed text file to the appropriate report name and program in TexConnect. "]

{"sheet":"Text File Layout","index":2,"n_rows":15,"n_cols":8,"rows_kept":15,"cut":false,"hidden":false,"merged":[]}
["Field  Description","Type","Size","Beginning Position","Ending Position","Value","Instructions","Validations"]
["Sequence","N",6,1,6,"NNNNNN","Enter the sequence/line number for each record/line item.","If including data from a subcontractor or vendor, ensure that the sequence numbers are not duplicated in the text file."]
["MCO/DMO Name","AN",3,{"$f":"E2+1","v":7},{"$f":"D3+C3-1","v":9},"AET = Aetna\nAMC = Amerigroup\nBCB = Blue Cross & Blue Shield\nBRV = Cigna-HealthSpring\nCFC = Community First\nCHC = Community Health Choice\nCHR = CHRISTUS\nCKC = Cook Children’s\nCMC = Children’s Medical Center\nDRC = Driscoll Children’s\nDTQ = DentaQuest\nEP1 = El Paso Health\nFCR = FirstCare\nMCN = MCNA Dental\nMOL = Molina\nPRK = Parkland Community\nSCW = Scott & White\nSET = Dell Children’s\nSND = Sendero\nSUP = Superior\nTXC = Texas Children’s\nUHC = United\nUHD = United Dental","Enter the code for the MCO's or DMO name. ","If reporting non-emergency medical transportation do not submit for CHIP, CHIP Dental, or CMDS."]
["Responsible Entity","AN",3,{"$f":"E3+1","v":10},{"$f":"D4+C4-1","v":12},"INH = In-House\nSUB = Subcontractor\nNEM = Non-Emergency Medical Transportation Provider","Enter whether the hotline is provided in-house or by a Subcontractor.","\"NEM\" is for Provider Hotline use only. If there are provider calls from transportation providers,  enter that count using \"NEM\". All other provider calls should be reported as usual."]
["Entity Name","AN",40,13,52,"XXXXXXXXXXXXXXXXXXXX","If using a Subcontractor, enter the Subcontractor's name.","This field is required if SUB is entered on Row 4."]
["State Fiscal Year","N",4,53,56,"YYYY","Enter the reporting State Fiscal Year in the YYYY format (e.g., 2018).","SFY 2020 (September 1, 2019 - August 31, 2020)\nSFY 2021 (September 1, 2020 - August 31, 2021) "]
["Program","N",2,57,58,"01 = STAR\n02 = STAR+PLUS\n03 = STAR Health\n04 = STAR Kids\n05 = CHIP\n06 = CMDS\n07 = CHIP Dental\n10 = MMP","Enter the Program code for the hotline data reported. ","If reporting non-emergency medical transportation for Members and/or providers or Where's My Ride, do not submit for CHIP, CHIP Dental, or CMDS."]
["Hotline Type","AN",2,59,60,"BH = Behavioral Health\nMH = Member\nNH = Nurse\nPH = Provider\nWH = Where's My Ride","Enter the code for the type of hotline being reported. (Submit one text file per program per hotline type.)\n\nNOTE: Nurse Hotline is applicable to STAR Health, STAR Kids, and MMP only.\n\nSTAR Health hotline numbers should not be aggregated. ","\nBehavioral Health and Nurse Hotlines will not be submitted for medical transportation reporting.  \n\nNon-emergency medical transportation reporting for Member and Provider Hotlines is not applicable to CHIP, CHIP Dental, or CMDS.\n\n"]
["BH Detail","AN",2,61,62,"CR = Crisis\nNC = Non-Crisis","If BH selected as the Hotline Type, MCO must specify if the call was a crisis or non-crisis call. ","This field will not be completed for Member, Provider, Nurse, or Where's My Ride Hotline reporting."]
["Reporting Month","N",2,63,64,"01 = January\n02 = February\n03 = March\n04 = April\n05 = May\n06 = June\n07 = July\n08 = August\n09 = September\n10 = October\n11 = November\n12 = December","Enter the month for the hotline data being reported. "]
["Calls Received","N",10,65,74,"NNNNNNNNNN","Enter the total number of calls received for the reporting month.\n","Numbers reported should be aggregated as below:\nSTAR, STAR+PLUS and CHIP numbers will be combined for each hotline type.\nHHSC understands that STAR+PLUS numbers may differ slightly due to the reporting of dental for waiver members.\nSTAR Kids numbers will be combined across service areas. \nSTAR Health has no change to reporting\nDental (CMDS/CHIP DMO) numbers will be combined across the statewide service areas."]
["Calls Answered","N",10,75,84,"NNNNNNNNNN","Enter the total number of calls answered by hotline staff for the reporting month.\n","Numbers reported should be aggregated as below:\nSTAR, STAR+PLUS and CHIP numbers will be combined for each hotline type.\n*STAR+PLUS numbers may differ slightly with the inclusion of dental for waiver Members.\nSTAR Kids numbers will be combined across service areas. \nSTAR Health has no change to reporting\nDental (CMDS/CHIP DMO) numbers will be combined across the statewide service areas.\nMMP numbers will be aggregated across participating counties."]
["Call Abandonment Rate","N",10,85,94,"NNNNNNNNNN","Enter the total number of abandoned calls for the reporting month.\n\n","Numbers reported should be aggregated as below:\nSTAR, STAR+PLUS and CHIP numbers will be combined for each hotline type.\n*STAR+PLUS numbers may differ slightly with the inclusion of dental for waiver Members.\nSTAR Kids numbers will be combined across service areas. \nSTAR Health has no change to reporting\nDental (CMDS/CHIP DMO) numbers will be combined across the statewide service areas.\nMMP numbers will be aggregated across participating counties."]
["Call Hold Rate","N",10,95,104,"NNNNNNNNNN","Enter the total number of calls answered by hotline staff within 30 seconds. This is measured from the time the call is placed in queue for each reporting month.\n\n","Numbers reported should be aggregated as below:\nSTAR, STAR+PLUS and CHIP numbers will be combined for each hotline type.\n*STAR+PLUS numbers may differ slightly with the inclusion of dental for waiver Members.\nSTAR Kids numbers will be combined across service areas. \nSTAR Health has no change to reporting\nDental (CMDS/CHIP DMO) numbers will be combined across the statewide service areas.\nMMP numbers will be aggregated across participating counties.\n\nThis standard is not applicable to the Provider Hotline or Where's My Ride.\n"]
["Total Hold Time","N",10,{"$f":"E14+1","v":105},{"$f":"D15+C15-1","v":114},"NNNNNNNNNN","Enter the total hold time in seconds for the reporting month.\n\n","SFY 2020 (September 1, 2019 - August 31, 2020)\nSFY 2021 (September 1, 2020 - August 31, 2021) "]