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appointments for routine physical examinations, nor for regularly scheduled visits to monitor a chronic medical condition if the schedule calls for visits less frequently than once every thirty (30) days. Non- emergent, non-urgent mental health or substance use disorder appointments for diagnosis and treatment must be made available within ten (10) days. 4. Member Services – The MCO must staff a member services function operated at least during regular business hours and responsible for the following: a. Orienting the member to the health plan and assisting members in the selection of a PCP; b. Assisting members to make appointments and obtain services; c. Assisting in arranging medically necessary transportation for members; d. Arranging interpreter services; e. Assisting in reporting fraud, waste, and abuse; f. Assisting members with coordination of out-of-plan services; g. Ordering member materials, such as handbooks and provider directories; h. Explaining to members what to do in an emergency or urgent medical situation; i. Assisting members with questions regarding benefits and how to access services; j. Handling members' complaints, grievances, and appeals; and k. Providing a toll-free telephone number. 5. The MCO must maintain a toll-free member services telephone number. Although the full Member Services function is not required to operate after regular business hours, this or another toll-free telephone number must be staffed twenty-four (24) hours per day to provide prior authorization of services during evenings and weekends, including pharmacy services. 6. Provider Services – The MCO must staff a provider services function operated at least during regular business hours and responsible for the following: