After Hours Nurse Triage Services

The vendor is required to provide after-hours nurse triage services for include:
- Requirements:
• Calls must be triaged by licensed nurses
o Nurses must have necessary credentialing to provide services
o Nurses must have passed a background check
- Schedule requirements:
• Monday – Thursday, 5:45 p.m. to 8:00 a.m. PT the following day
• Friday at 4:45 p.m. to Monday at 8:00 a.m. PT
• Holidays as defined in 5 U.S.C. 6103(a), 24 hours per day
- Reporting and documentation requirements:
• Call encounters must be documented with documentation available to division staff the morning following a service period. 
• Division staff will be responsible for entering encounters into patient records. 
• Preference may be given to vendors who have a platform for documentation that division staff can access with a login for quick and easy access.
• Provide reports on call activity, including but not limited to:
o Volume of calls by month, quarter, and year
o Average call time
o Average hold time
o Calls abandoned (caller hangs up or disconnects before reaching a nurse)
o Results of any post call survey
• Division shall maintain oversight of contract performance through auditing the reporting expectations from contractor.