Inbound-Outbound Call Center and Administration Services

The buyer requires inbound and outbound call center and administration services for a one-year contract period. The contractor must manage technology systems, automated monitoring, case management, IVR, telephony, and document management. Requirements include maintaining staff for timely data entry, eligibility determinations, daily supervisory support, and customer service during normal state business hours via phone, email, fax, mail, and a family and provider portal. The contractor must respond to after-hours calls by the next business day, address provider and customer inquiries, record and store calls for one year, communicate with non-English speakers, maintain issue logs, and provide bi-weekly and data collection reports. Work performance is offsite, and eligibility requires onshore operations within the USA. The buyer requests proposal pricing. Key dates include a pre-bid conference on September 14, 2026, and a deadline for question submissions on September 18, 2026. Bidders can submit responses digitally via email or online.