After Hours Call Center Service

The Ralph H. Johnson VA Health Care System (RLR) is seeking a contractor to provide after-hours call center services to ensure continuous communication coverage for the medical center. The agency needs to solve the challenge of managing incoming communications when standard daytime staff is unavailable or during emergency situations, such as phone line outages. The selected contractor must answer calls using an agency-approved script, provide general hospital information, and deliver message center services that include software recording. The scope of work covers call coverage from 4:30 p.m. to 7:30 a.m. Monday through Friday, along with full 24-hour coverage on Saturdays, Sundays, federal holidays, and during emergencies. Additionally, the agency requires service for one hour twice a month to accommodate internal staff meetings. The contractor must handle an estimated call volume of 300 calls per day, provide paging services and locator information, and utilize RLR software to compile monthly and ad hoc reports for the medical center. Eligible bidders must be onshore organizations based in the United States. The agency requires the performance of the work to be conducted onsite. The agency is currently looking for proposals to determine the budget and has not disclosed specific key dates in the initial solicitation details.