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CC-1599 - USA (North Carolina) - Afterhours Triage and Answering Services - Deadline February 13,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1599

Government Authority located in North Carolina; USA based organization looking for expert vendor for afterhours triage and answering services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide remote afterhours triage and answering services for its public health clinic.
 1. The Provider shall deliver remote afterhours triage and answering services during nights, weekends, emergency closings and holidays to all county public health clinics. Clinical services include primary care for adults and children, dental care, obstetrics and gynecology. The county may elect to have the provider provide triage and answering services for other clinics or locations not specifically described in the RFP or during business hours to allow clinic staff to attend meetings as needed.  
2. The county will forward the clinic main phone to the provider each evening. Clients will receive a recorded message that gives instructions (English and Spanish) for appointments and prescription refill requests. Should the client remain on the line after receiving instructions, the Provider will retrieve the patient name, date of birth, phone number and presenting problem.
3. The Provider will provide triage services to patients with presenting problems and advise accordingly.
4. Information regarding patient care rendered by the provider shall be forwarded to county public health clinics via secure fax or in another mutually agreeable manner.
5. The Provider will have the ability to manage a large volume (80%) of Spanish-speaking client calls, as well as smaller volumes of other non-English languages.
 6. The Provider will hire, train, and maintain a level of staffing who provide consistently high level of quality service to the calling public. The Providers business practices shall include ongoing staff training in the areas of customer service and cultural competency.
 7. The Provider will be required to provide itemized billing for each call and/or clinic.
 8. The Provider shall submit detailed monthly call reports to county that include statistics such as: daily inbound call volume for each county location; number of abandoned calls; number of            missed calls; wait time; talk time; total inbound calls with monthly percent change; hourly call distribution; and number of patched calls to triage Provider.  
(2) All questions must be submitted no later than January 22, 2020.
(3) Contract period will be for one year.

[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 : Thursday, 13 February, 2020

Question Answer Deadline : Wednesday, 22 January, 2020

Category : Call Center and Answering

Country : USA

State : North Carolina

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