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CC-2899 - USA (Texas) - After-Hours Nurse Triage Contact Center Support Service - Deadline November 27,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2899

Government Authority located in Texas; USA based organization looking for expert vendor for after-hours nurse triage contact center support service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide after-hours nurse triage contact center support service to answering incoming patient calls between the hours of 6:30 am to 12:30 am Monday – Friday.
- On Saturday and Sunday, Nurse Triage operates from 7:00 am – 12:30 am. With after-hours support, a 24-hour Nurse Triage Line.
- support our non-operating hours (currently 12:30 am – 6:30 or 7:00 am)
- best-in-class after hours nurse triage center to serve as a single point of contact for patients and family members seeking care for themselves or loved ones, and/or seeking assistance and interacting
- Provide positive, goal-oriented leadership, management, and governance to afterhours nurse triage operations, with patient satisfaction and efficiency driving operations
- Efficient call answering / response time
- Access to pull data/reports on call details, answer rates, average handle times, average speed of answer, longest call holding on an ad hoc basis
- outsourced program will be operated by the after-hours nurse triage center support agents that will be trained on Health Epic, relevant scheduling protocols, and departmental guidelines
- after-hours nurse triage center support will continue with the dedicated routing from Health’s telephony platform with one dedicated Toll-Free Number which will be utilized to direct their existing telephone number/numbers
- toll-free number will be set up to direct all calls to after-hours nurse triage center telephony platform.                                                                                                                                                      (2) Approximately call volume will be 50,000 calls annually during operating hours and 4,000 during after-hours support.
(3) All questions must be submitted no later than November 13, 2023.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Monday, 27 November, 2023

Question Answer Deadline : Monday, 13 November, 2023

Category : Call Center and Answering

Country : USA

State : Texas

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