Electronic Health Record (EHR) Regional Extension Centers (RECs)

The Grantee shall establish and maintain a hotline for the purpose of providing technical assistance to Medicaid providers related to the Medicaid EHR incentive program. Calls made to the hotline shall be toll-free whether originating within or outside of Illinois. The hotline shall be answered by appropriate staff to assist callers in understanding the process by which providers can become eligible to receive Medicaid EHR incentive payments from HFS. The Grantee shall submit a hotline report, including: the number of incoming calls, the names of providers, organizations, etc., that contacted the hotline inquiring on the EHR Incentive Payment Program and process to become eligible for incentive payments. The Grantee shall monitor performance of the hotline and take appropriate action to correct any problems identified in order to improve performance. The hotline shall respond to the incoming/outgoing call demands within the parameters defined below: At minimum, the hotline shall be operational during HFS' normal business hours, Monday through Friday from 8:30AM to 5:00 PM, including State holidays except for New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. With written approval of HFS, Grantee may observe additional holidays in accordance with the Grantees' corporate policy. For all calls not directly answered, the Grantee shall employ an electronic greeting in English. During non-business hours, the hotline shall provide an opportunity for the caller to leave a message with callback information. The hotline shall return messages by 5:00pm on the next business day. During every telephone call, the Grantee shall offer the caller assistance in registering for linkage to the Web-based platform.