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CC-1511 - USA (Virginia) - Off-Hours and Holiday Answering Services - Deadline October 1,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1511

Government authority located in Virginia, USA; based organization looking for expert vendor for off-hours and holiday answering services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide off-hours and holiday answering services.
- outpatient medical care to a client base of approximately 31,000 students during normal working hours and telephone on-call information and referral services after normal work hours
- During regular academic sessions, normal working hours for VTSHC are Monday through Friday, 8:00 AM until 5:00 PM, and Saturday, 9:00 AM until 12:00 Noon. During the summer and University break periods, VTSHC is not open on Saturdays. All other hours remain unchanged.
- During off-hours, clients who call the central VTSHC number are presented recorded information and a menu of options by a call processor
- Problems/questions of a psychological or mental health nature
- Problems/questions of a health nature – These issues will be referred by the contractor to a nurse on call from a call list
- A decision tree will be provided to the contractor by VTSHC to establish routing of calls
- inpatient, outpatient and emergency medical service for client animals throughout Virginia and surrounding states on a 24 hour, 365 days a year basis
- During off-hours and holidays when the Veterinary Hospital is closed, clients are automatically switched to an after-hours answering service that pages/calls on-call emergency VMRCVM personnel at their home
- The Contractor shall provide prompt, efficient and courteous responses and referrals to all calls received
- Contractor shall maintain accurate up-to-date records and calling lists so that referrals may be made promptly and accurately
- All individuals on-call will be reachable by calling cell numbers and/or pagers. Listings of numbers and/or pagers will be provided to the Contractor
- The Contractor shall provide a detailed call log each morning by email of the previous evening’s calls detailing each call, caller’s full name, caller’s request, contact information, and personnel that were paged/called with times and message delivery information
- The Contractor shall provide a detailed call log each morning by email of the previous evening’s calls detailing each call, caller’s full name, caller’s request, contact information, and personnel that were paged/called with times and message delivery information.  Weekend or Holiday call logs shall be sent by email on Monday mornings or the next business day after a Holiday.
(2) Contract period will be three years.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Tuesday, 1 October, 2019

Category : Call Center and Answering

Country : USA

State : Virginia

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