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CC-2460 - USA (Texas) - Normal and After-Hours Answering Services - Deadline October 12,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2460

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

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide normal workday and after-hours, live telephone answering service for approximately 49 departments (and growing) within the university.
- A. After-Hours Services: Service will be from approximately 7:00 p.m. to 7:00 a.m.  Central Standard Time, Monday through Friday, and all-day Saturday and Sunday and holidays. After-hours service time may vary by department (some areas may close earlier than others or remain open later).
Examples of after-hours calls received:
- Patients requesting to speak to an on-call provider
- Patients calling to cancel an appointment
- Hospital admissions requesting to speak to the on-call provider
- STAT labs needing to report results to the on-call provider
- Physicians calling to be spoken with another physician
B. Normal Workday Services: Service will be provided for those departments that request this service. Answering departments call when department forward their phones for specific timeframe. (Note this is NOT to be billed to every department – only those using this service).
 Examples of Normal Workday Services:
- Patients requesting to speak to an on-call provider
- Patients calling to cancel an appointment
- Hospital admissions requesting to speak to the on-call provider
- STAT labs needing to report results to the on-call provider
- Physicians calling to be spoken with another physician
- Service Requirements
- Live answering service 24 hours a day, 7 days a week
- Bilingual operators (English/Spanish) (Note: We do not know the percentage of Spanish call
 volume)
- Account greetings
- Local numbers for clinics to forward phones
- Message documentation
- Call verification
- Call recording and archiving
- On-call scheduling
- Call patching
- Paging and texting capabilities
- Departmental access to daily recap of messages (i.e., web, facsimile, email)
- Maintain appropriate staffing level to achieve a less than 5% abandon rate
(2) All question must be submitted no later than September 30, 2022.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Wednesday, 12 October, 2022

Question Answer Deadline : Friday, 30 September, 2022

Category : Call Center and Answering

Country : USA

State : Texas

Cost to Download This RFP Document : $ 9

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