Pager and Answering Services

The Vendor is required to provide 24 hour, 365 days per year live telephone answering and pager services for the University.
- Services are generally required from 5:00 PM to 8:00 AM Monday through Friday, as well as weekends, holidays, and any periods when clinics are otherwise closed due to unforeseen circumstances.
- Live Telephone Answering Services:
• Live operator telephone answering services
• Prompt call answering within four (4) rings
• Message receipt and transcription into electronic format
• Call forwarding to appropriate contact numbers
• Distribution of calls to on-call pagers and providers
• On-call scheduling management and maintenance of call records
• Continuous availability 24 hours per day, 365 days per year
• HIPAA-compliant handling of all communications and records
• Delivery of both alphanumeric and numeric messages to pagers and/or providers
• Accurate relay of information to on-call providers
• Call patch-through services for patients and providers
• Rapid response to paging or provider callback requests
• Automatic repeat paging every fifteen (15) minutes for unanswered pages
• Secure recording and retention of calls in a HIPAA-compliant environment
• Timely resolution of communication or paging issues
• Daily call log reporting to clinics via fax and/or email
• Communication assistance for non-English-speaking callers
- Pager Services:
• Numeric and alphanumeric pager devices
• Local and extended coverage service options
• Timely support for new pager requests, replacement parts, repairs, and troubleshooting
• Emerging communication technologies and solutions that enhance provider notifications and after-hours communication capabilities
- Account Management:
1. Live Telephone Answering Services:
• Each participating agency department will require department-specific billing and invoicing, including individual purchase orders where applicable
• The contractor shall independently manage invoicing and business operations for each participating department
2. Pager Services:
• Agency General Services will serve as the administrative single point of contact for all pager-related services
• The contractor shall maintain appropriate inventory management, account oversight, and invoicing processes directly with agency General Services