March 2017

After-hours Access and Language Services Requirements

Blue Cross and Blue Shield of Texas (BCBSTX) monitors physician appointment availability and after-hours access to ensure our shared members/patients are able to receive appropriate and timely care. Also, in our contract is a language component that requires providers to have an after-hours service or recording that meets the language requirements of the major population groups. For our service areas in Central Texas, you are expected to have English and Spanish available on the service and/or recording lines.

In addition to ensuring patients are able to reach their providers, the importance of compliance for after-hours accessibility has other goals, such as reducing potentially preventable emergency room visits (PPVs) and therefore increasing primary care utilization. By increasing utilization, well child and Texas Health Steps visits can be completed more timely and we can move toward the shared goal of a healthier population.

Please check your phones to ensure the after-hours Spanish language component is available.

For questions or assistance, please contact Kathleen Thompson, MPH, CHES, CPHQ, or Julie Sones, R. N.