Managed Call Center Platform

The agency is seeking a managed call center platform for ambulatory practices, supplemental staffing, and related operational support services. The project aims to improve patient access responsiveness, scheduling efficiency, and first-call resolution. The selected vendor will resolve these challenges by providing a centralized Patient Access and Managed Call Center platform alongside vendor-provided 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 speed-to-answer, abandonment rates, first-call resolution, and scheduling activity. The agency also requests descriptions of patient satisfaction reporting capabilities and workforce oversight for the vendor-provided staffing resources. The project includes implementation planning, go-live support, end-user training, service level agreements, escalation procedures, and business continuity capabilities. Bidders must be onshore, United States organizations only, and must perform all work offsite at their own office locations. The agency is looking for proposals to determine the budget, and no key dates are provided in the source.