Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2902

Government Authority located in Missouri; USA based organization looking for expert vendor for 24 hour nurse triage services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide 24 hour nurse triage services
- The contractor shall promptly answer calls, ensuring no call exceeds three (3) minutes’ hold time.
- The contractor shall use state-of-the art triage software and algorithms to assess the injury.
- The contractor should have a system in place to evaluate call satisfaction, i.e. an end call survey, a follow-up call
- The contractor shall maintain its systems with requisite redundancy and backup capabilities to provide nearly one hundred (100) percent working time and shall respond immediately to service outages
- On a monthly and annual basis, but no later than thirty (30) calendar days after the end of each month, quarter (i.e. January, April, July, October),
- The contractor’s reports shall be prepared and organized by state agency/facility and/or state university.
- The contractor’s annual reports shall reflect activities through June 30th of each year of the contract.
- The contractor shall provide ad hoc reports on an as needed basis as requested by the state agency.
- the contractor shall provide the state agency with a report outlining the following:
- Number of calls received;
- Number of injured workers with self-care recommended;
- Number of injured workers referred for outside physician treatment;
- Number of injured workers referred to emergency/urgent care;
- Number of self-care transitioned to outside care;
- Percent of each component (self-care, physician, treatment, emergency/urgent care) in relation to total calls received
- Average length of call;
- Average answer/wait time;
- Average hold time;
- Customer satisfaction response; and
- Any cost savings reports that can be quantified directly by the service.
(2) Approximate Historical call volume for the year 2021 was 1,087 calls, 2022 was 2,615 calls and 2023 is 2,860 calls.

[*] Eligibility:

Onshore (USA Organization Only);

[*] Work Performance:

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

Expiry Date : Tuesday, 5 December, 2023

Category : Call Center and Answering

Country : USA

State : Missouri

RFP Expired

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