Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2826

Government Authority located in California; USA based organization looking for expert vendor for afterhours telephone answering service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide afterhours telephone answering service.
- The successful proposer will answer calls using a provided script and must follow answering service protocols.
- Provide the successful proposer with a regularly updated provider availability calendar. The parties will determine the transmission mechanism during contract negotiations.
- Must have the ability to verify on call provider availability (via the provider availability calendar) so that the proposer may contact the provider or notify the patient of the provider’s unavailability.
- Must patch patients to physicians and vice versa, if possible, as directed in the answering service protocols.
- The successful proposer may page, text, call or otherwise contact on call providers, as directed in the answering service protocols.
- Provide a written summary of each call answered, including caller’s name, phone number, clinic or program name and if available patient medical record number and a call summary, including but not limited to urgency and on call provider identity, as directed in the answering service protocols.
- The successful proposer must maintain, track and report:
a) Individual call time or date stamp, call length, number of times the answering service attempted to contact the on call provider and the response to call time.
b) Caller identifying information, including relation of caller to the patient if not the patient.
c) Summary of the primary issue the caller reported.
d) On call Provider’s response time and name.
e) Average speed of answer, delay in answering, average call abandon time, call handling time and call volume by clinic or program.
f) Referred calls (non-urgent calls regarding appointments, lab results, communicable and other disease issues, etc.).
g) Abandonment rate (e.g. percentage and number of abandoned (hang up) calls).
h) Additional reports as requested.
- Must have the ability to answer, translate and respond to calls in the following languages:
a) English.
b) Spanish.
c) Cantonese.
d) Mandarin.
e) Filipino.
f) Russian.
g) Vietnamese.
(2) A letter of intent date will be held on September 22, 2023.
(3) All question must be submitted no later than September 22, 2023.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Onsite and Offsite.

Expiry Date : Tuesday, 10 October, 2023

Question Answer Deadline : Friday, 22 September, 2023

Category : Call Center and Answering

Country : USA

State : California

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