Managed Call Center Platform

The agency is seeking a managed call center platform for ambulatory practices, supplemental staffing, and related operational support services. This initiative aims to improve patient access responsiveness, scheduling efficiency, and first-call resolution. The selected vendor will provide a centralized Patient Access and Managed Call Center platform alongside supplemental staffing and operational support services. The scope of work covers implementation, onboarding, workflow configuration, system integration, and reporting capabilities. The solution must support appointment scheduling, pre-registration, referral coordination, and continuity-of-care workflows. Additionally, the agency requires real-time operational reporting and performance analytics covering key metrics such as speed-to-answer, abandonment rates, first-call resolution, and scheduling activity. Bidders must describe their patient satisfaction reporting capabilities and their approach to workforce oversight for the provided staffing resources. The agency also requires implementation planning, end-user training, service level agreements, escalation support procedures, and business continuity and disaster recovery capabilities. Eligibility is restricted to onshore organizations based in the United States. The selected vendor must perform all work offsite at their own office location. The agency is currently looking for proposals to determine the budget, and no key dates are specified in the source.