Technical Assistance to EDI Trading Partners

40.2.4.2 - Technical Assistance to EDI Trading Partners (Rev. 2803, Issued: 10-28-13, Effective: 09-17-13, Implementation: 09-17-13) A/B MACs and CEDI will provide help desk support to assist submitters and receivers with inquiries related to file transmission and acknowledgment, file retrieval, transaction requirements/specifications and the use of free software. Help desk support will be available during normal business hours at a minimum. Time zone differences at the provider’s location should be accommodated if possible. Help desk activities are to be controlled and monitored through an automated call management system that provides the following functions: • Control (login) of all incoming calls: identification of caller, reason for call, date and time; • Track activities related to the call to the final resolution of the call: identification of routing, callbacks, issues(reason for call), resolution, date and time; • Workload distribution of open items; • Classification of call types for resource planning, provider education, management reporting; and • Storage of caller-specific audit trails. In addition to an automated call system, A/B MACs and CEDI must provide for receipt of e-mail or voice mail when the help desk is not available. Receipt of customer service inquiries must be acknowledged within one business day, or attempts to acknowledge the inquiry within this time must be documented if contact has not been made successfully. Where transmission, retrieval or file problems are reported, a plan of action to resolve the issue must be provided to the inquirer within three (3) business days. This plan should include one or more of the following: • An indication that the A/B MACs or CEDI looked into the issue and did not identify a problem; • The submission of a new corrected file (A/B MAC or CEDI only); • An explanation which either solves the problem or indicates action which the submitter or receiver can take to resolve the problem; • An indication of the need for further investigation, with an estimated time frame for responding with more information and or a resolution; • An indication that resolution requires A/B MACs or CEDI action, and a description of the plan for resolution and estimated completion date. Where the problem affects multiple submitters the A/B MAC or CEDI makes information on the issue available to all affected submitters.