Call Center Services

Call Center Services to staff and train customer service representatives (CSRs), supporting staff, and operate two contact centers.
- Enroll App: The system accessed by customers from DCHealthlink.com. It is the eligibility and enrollment system maintained by HBX and used by customers to apply for health and dental insurance coverage in the individual and small employer markets. Customers can also use Enroll App to apply for coverage in the Healthy DC Plan. Enroll App is supported by several back-end databases and applications providing back-end functionality. The ECC will have access to some of the back-end systems to support case resolution.
- Contractor shall provide services for phone calls in English and Spanish. The Contractor shall use real-time telephone interpreters for all other languages. The Contractor shall use the District’s translation contractor for translating written correspondence and materials as appropriate.
- Contractor shall make outbound calls to support customer service needs. This may include notification of case resolution, acquiring additional information, during times when call wait times exceed acceptable customer service standards, or times when an outbound call may deflect multiple future inbound calls. If necessary, the Contractor shall recommend when outbound calls are needed