Telephone Answering Services

The vendor is required to provide telephone answering services to receive and answer bilingual (English, Spanish) calls from patients seeking to contact an on-call parkland provider daily after 5pm, during weekends, and holidays. 
- Approx. 600 calls per mo.
• Obtain contact information from the caller
• Locate the active on-call COPC provider and page the contact information to the COPC provider
• Re-contact the patient to confirm the provider has reached them
• Escalate to secondary on-call provider(s) if the first provider has not promptly responded
• Generate daily, weekly, monthly reporting detailing date, time, frequency of any calls and the elapsed time to contact providers
- Receive and answer bilingual (English, Spanish) calls from patients seeking information on parkland services (examples include referrals, appointments, other general information). 
- Approx. 2500 calls per mo.
• Validate patients prior to releasing information
• Lookup information using designated applications
• Provide information as requested to patient caller
• Generate daily, weekly, monthly reporting detailing date, time, frequency of any calls and the elapsed time to contact providers
- Responsiveness:
• Service level: answer 80% of inbound calls within 30 seconds
• Average speed of answer: achieve ASA for inbound calls of 120 seconds.
• Call abandonment: achieve 7% or less
- Contact center quality:
• All calls will be recorded and archived for 90 days. contractor will keep all calls in the system for up to ninety (90) days and make available to the district at any time for audit purposes
• Quality monitoring criteria: provide quality, trained bilingual (English and Spanish) heath service representatives (HSRS) to answer the district’s calls, forward messages to physicians, in accordance with the following guidelines:
• Quality monitoring reports must be submitted on a monthly basis.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: July 02, 2025