Enrollment Broker Services

The government authority located in Indiana seeks a USA-based vendor to provide offsite enrollment broker services for its Medicaid managed care programs. The contractor must maintain and manage an existing statewide toll-free Helpline, staffing it with live voices for at least forty-five hours per week, Monday through Friday, from 8:00 AM to 5:00 PM Eastern Time. Additionally, the vendor must supply oral interpretation services to visually-impaired individuals and utilize a Customer Relationship Management system to deliver a consolidated contact center solution. The buyer requires the contractor to implement and maintain a state-approved Interactive Voice Response system featuring fully integrated call routing functionality. To ensure quality control, program integrity, and training, the vendor must record all calls. The scope also dictates outbound call rules, limiting Pathways outbound calls to up to two when a member has an authorized representative. The buyer seeks proposals for the budget and restricts eligibility exclusively to onshore USA organizations. The provided text contains no further evaluation criteria or key-date details.