- (a) A utilization review agent shall have appropriate personnel reasonably available by toll-free telephone at least 40 hours per week during normal business hours in both time zones in Texas, if applicable, to discuss injured employee's care and allow response to telephone review requests.
- (b) A utilization review agent must have a telephone system capable of accepting or recording or providing instructions to incoming calls during other than normal business hours and shall respond to such calls not later than two working days from the date on which the call was received or the date the details necessary to respond have been received from the caller.
Source Note:The provisions of this §19.2013 adopted to be effective September 20, 1998, 23 TexReg 9560.