CC-2390 - USA (Texas) - Inbound and Outbound After Hours Answering Services - Deadline July 22,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2390

Government Authority located in Texas; USA based organization looking for expert vendor for inbound and outbound after hours answering services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound after hours answering services for 24 Hour bilingual (English and Spanish) service.
- Effective time of service will be Monday through Thursday 4:45 pm to 8:00 am, Friday 4:45 pm through Monday 8:00 am.
- Live operators must answer for clinic by clinic name.
- Sufficient staff to handle all situations and the call volume expressed in the pricing section below.
- Voice mail pre-announcement to reroute calls regarding appointments, office hours, etc.
- FAX and E-Mail service for messages.
- Account detail followed to each of the clinic's specifications.
- Capable of handling multiple simultaneous calls for the same account.
- A call/message is defined as receiving the message and relaying to proper person. This will count as one call, regardless of the number of times it takes to deliver the call to the proper person.
- Capability to send text message to pagers and cell phones.
- Unlimited patch calls included.
- Long distance charge to be billed at actual cost with copy of invoice for verification.
- Must be able to add or delete lines without affecting unit price per line.
- Vendor is required to have battery backup for telephone answering services terminal and equipment. Vendor is required to have emergency generator in the event of a complete power outage without affecting unit price per line.
- Vendor is required to have sufficient technical and computer staff to ensure uninterrupted service.
- Digital PRI trunks to insure audio quality.
- Must provide quick response to incoming calls (<3minutes).
- Must have experience in medical answering service industry.
- Vendor will never send text messages to physician containing confidential patient information.
- Must provide messages through the clinic's fax machine with time and date to be printed when call answered and when call delivered, as well as patient name and date of birth (for purpose of identification).
- Handles all calls, faxes and pages from beginning of the call until the end (including follow-up).
- Provide a Spanish language line for those who cannot speak English.
- 3-Way-Calling to include conference call with bilingual translation.
- Service must be able to distinguish between medical professional duties and medical locations to properly route calls based on given parameters.
- Calls must be recorded and archived.
- Web based reporting, history, billing, roster and scheduling capabilities must be available.
- Web portal reports to provide full access to message archive (3-year message history).
(2) Approximately historical call volume was:
- 506 Total Calls (Inbound + Outbound) and 1,807 minutes in Sep‐21
- 506 Total Calls (Inbound + Outbound) and 1732 minutes in Oct‐21
- 573 Total Calls (Inbound + Outbound) and 2053 minutes in Nov‐21
- 809 Total Calls (Inbound + Outbound) and 2551 minutes in Dec‐21
- 558 Total Calls (Inbound + Outbound) and 2024 minutes in Jan‐22
- 444 Total Calls (Inbound + Outbound) and 1654 minutes in Feb‐22
- 478 Total Calls (Inbound + Outbound) and 1874 minutes in Mar‐22
- 505 Total Calls (Inbound + Outbound) and 1995 minutes in Apr‐22
- 464 Total Calls (Inbound + Outbound) and 1780 minutes in May‐22
(3) All the questions must be submitted no later than July 15, 2022

[C] Eligibility:

- Onshore (USA ONLY);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Friday, 22 July, 2022

Question Answer Deadline : Friday, 15 July, 2022

Category : Call Center and Answering, Software, System and Application, Web Design and Development

Country : USA

State : Texas

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