Molina Medicaid Solutions - DHHR

Bridging the Rivers ofChange TogetherWest Virginia MMIS Re-ProcurementSolicitation: MED130067. General and Technical (GT)YESwithoutReq #Description of RequirementcustomizationGT.91 8. SupportGT.92 The Vendor is expected to provide a technical help desk,Xaccessible to users via phone.GT.93 The Vendor is to provide web-based support, with a searchable Xdatabase of common problems, to assist end-user in facilitatingresolution of error messages.GT.94 The system is to have the "built-in" capability to provide BMS Xauthorized support through remote access to the application.GT.95 Ability to allow for BMS-defined severity levels for support. XGT.96 The following describe desired capabilities of the Vendor's support Xtool:GT.97 Provide functionality that creates, edits, sorts and filters tickets Xor electronic records of calls made to the Call Center to be usedby both Vendor Help Desk and BMS staff.GT.98 Ability to create tickets that track the caller, the question(s) or Xissue(s), the resolution or response, the Vendor and BMS staffresponding to the ticket, date(s), time(s) and status (open orclosed).GT.99 Ability to add electronic attachments to a ticket. XGT.100 Ability to allow configuration of call routing and delegation Xcriteria, and severity, prioritization and escalation criteria.GT.101 Include knowledge base, Frequently-Asked-Questions (FAQ) Xcomponents, and phone scripts that can be updated manually orvia automatic imports.GT.102 Ability to facilitate mass e-mail and fax notifications toXenrolled providers.GT.103 Ability to allow the recording of inbound and outboundXcommunications with the ability to retain recordings asspecified by BMS.GT.104 The Call Center should have a central database for call tracking Xrecords that can be queried by both Vendor and BMS users.GT.105 Ability to use MMIS data repositories to automatically display Xinformation regarding the caller.GT.106 Ability to capture date-specific and user-specific free form text Xfor each call center ticket.GT.107 Provide role-based system training for BMS personnel, their Xvendors and their business partners upon request of BMS.GT.108 Provide training to BMS or its subsequent vendor regarding: XGT.109 Computer operations, including production control monitoring XproceduresGT.110 Controls and balancing procedures XGT.111 Extension routines (pre/post SQL) XGT.112 Other manual operations as necessary XGT.113 9. System IntegrationGT.114 Ability to access all current and historical Member, Provider, XContractor (e.g., HMO) and other data necessary to meet thefunctional requirements outlined in this document.GT.115 MMIS modules and applications are to integrate successfully and Xeffectively with minimal or no customization.YESwithcustomizationNOunabletoprovide14.2-93