12VAC5-405-110: Accessibility

A. A private review agent shall provide free telephone access to patients and providers at least 40 hours per week during normal business hours. Private review agents must have a mechanism for informing patients and providers of the eastern time zone hours during which those agents are accessible; such eastern time zone hours shall be no less than 40 hours per week during normal business hours.

B. It is the responsibility of the private review agent to install and maintain an adequate telephone system that accepts and records messages or accepts and provides recorded business hour information for incoming calls outside of normal business hours.

C. The department may determine, upon written request, that other telephone systems are adequate in special circumstances.