Call Center Services for Central Fill Pharmacy

Vendors to provide comprehensive call center services for the Health System's Central Fill and Mail Order Pharmacy Program.
- Vendor shall provide customer service, pharmacy support, patient engagement, and care coordination services for patients, caregivers, providers, prescription health plans, and internal pharmacy staff.
- Call Center Operations
The Vendor shall provide 24 hours per day, 7 days per week call center services. Services shall include inbound and outbound call support services, but are not limited to:
A. Inbound Services
• Prescription status inquiries
• Refill requests and refill assistance
• Mail order pharmacy support
• Medication shipment and delivery inquiries
• Insurance and eligibility inquiries
• Prior authorization status inquiries
• General pharmacy customer / Pharmacy account maintenance and service
• Provider and Pharmacy Staff support
• Escalation and triage to pharmacist personnel when required
B. Inbound Call Handling/ Outbound Call Service
• Refill reminders campaigns
• Medication adherence outreach
• Delivery notifications
• Prior authorization follow-up
• Patient care gap and engagement resolution callbacks
• Escalation follow-up communications
• Prescription Counseling, appointment or clinical coordination support, as requested
- Customer Service Standards
The selected Vendor shall maintain 24-hour high-quality customer service standards consistent with healthcare industry best practices in retail and mail-order pharmacy operations.
Vendor responsibilities include:
• Professional, courteous, and empathetic communication
• Resolution-focused service delivery
• Accurate documentation of all interactions
• Compliance with HIPAA and pharmacy regulations
• Ongoing workforce training and competency assessments
• Quality monitoring and performance improvement activities
• Multilingual support capabilities, if requested by CCH
• Complaint management and service recovery processes
• Continuous performance improvement initiatives