Section 87.113 - Intake of Contacts(a) A contact received through an online submission is automatically and immediately loaded in the HEART system and assigned to available OO staff for action.(b) A contact received by postal mail, fax, or email is uploaded to the HEART system and assigned to available OO staff for action within one business day of receipt.(c) A call received by OO staff is immediately entered in the HEART system.(d) When OO staff begin to review a contact, they take the following actions:(1) notify the consumer, the consumer's LAR, or a health care provider of OO's roles and responsibilities;(2) explain any referrals to other HHS staff or external organizations that are recommended;(3) explain the OO complaint resolution process;(4) clarify the preferred method and timeline of follow-up communications; and(5) provide an estimated timeline in which a response can be expected.(e) OO publishes on its website a list of commitments OO staff make to ensure cases are dealt with fairly, efficiently, and effectively. The list also includes commitments OO asks of consumers and LARs to ensure the same objective. Consumers and LARs may hear a verbal summary of the list or receive a written copy.(f) OO staff use HHSC's contracted vendors to provide language interpretation services, when necessary.26 Tex. Admin. Code § 87.113
Adopted by Texas Register, Volume 44, Number 02, January 11, 2019, TexReg 256, eff. 1/10/2019; Amended by Texas Register, Volume 47, Number 50, December 16, 2022, TexReg 8273, eff. 12/21/2022