Health Call Center Service

The Vendor is required to provide by health call center service shall operate 24 hours a day, 7 days a week, including holidays, to ensure continuous support availability.
• Staffing levels should ensure that all incoming calls are answered within a reasonable time frame, ideally within 30 seconds.
• Support staff must be able to handle customer's diverse customer base with bilingual options.
- Call handling and support:
• Effectively manage all incoming calls related to health inquiries, referrals, and assistance with county health programs.
• Provide accurate information and support for common inquiries, including but not limited to:
▪ Epic & EHR applications issues.
▪ Application navigation & process issues.
▪ Basic it support needs.
▪ Ability to perform standard triage and identify escalation based on incident criteria.
▪ must adhere to county designed and provided standards for documenting tickets.
- Compliance:
• All services must comply with the health insurance portability and accountability act (HIPAA) regulations to ensure the protection of personal health information (PHI).
• Establish and maintain detailed procedures to safeguard phi and confidential information.
• Provide evidence that employees have been provided training to handle confidential data including a yearly security awareness training.
• Demonstrate that employees have undergone a background security check.
• Must adhere to all county policies and procedures and will utilize all reasonable means and due diligence to protect the confidentiality and security of the county's data.
• Ensure against data leakage, especially for sensitive/confidential data.
• Data must not be stored on any non-county owned devices; vendor must certify that data will always remain in the custody of the county.
• An incident response plan including notification of any breaches and/or data loss events within 24 hours.
• Vendor must provide service model that is domestic us-based.
- My chart application support:
• Basic understanding of application navigation and abilities.
• Logon process and troubleshooting of issues.
• Resetting of password and enrollment process for my chart.
• Escalation process for data vs. application issues.
- Technology requirements:
• The call center should utilize a cloud-based telephony system capable of handling high volumes of calls and providing call recording and tracking capabilities.
• An integrated customer relationship management (CRM) software should be used to log calls, manage follow-ups, and track resolutions or vendor would utilize county ticketing system (service now).
- Quality assurance:
• A quality assurance program must be implemented to monitor call quality and compliance with service standards.
• Provide quality assurance specialists or supervisors to listen in on calls and to use pre-defined criteria to assess agent performance, resolve customer complaints and identify areas of improvement.
• Provide regular reporting on call metrics, including call volume, average handling time, resolution rate, and customer satisfaction scores.
- Training requirements:
• Staff members must undergo training covering county health Electronic Health Record (HER) and applications, services, communication skills, conflict resolution, and compliance standards.
• Ongoing training sessions must be provided to ensure staff are up to date with changes in
EHR health programs and services.
- Service level agreements (SLAS):
• Establish clear SLAS for response times, resolution times, and customer satisfaction metrics.
• A failure to meet SLAS may result in penalties or other corrective actions as outlined in the agreement.
• Vendor must provide weekly metrics/reports on SLAS and compliance.
- Services as part of the Tier 1 Health Call Center/Service Desk:
- Call triage:
• Evaluate the needs of callers and create appropriate tickets and assign to responsible parties.
• When possible, assist callers in resolving their immediate issues and needs.
• Create tickets from the caller in the county service now system.
• Perform remote viewing sessions to review or triage issue with customer (county software access provided).
- Log and routing, escalations:
• Reassign tickets to specific teams that require more specialized knowledge based on the caller’s needs.
• Utilize an escalation process to ensure that complex issues are promptly referred to tier 2 or higher-level support.
• Access potential knowledge-based information for proper log and route procedures for certain vendors/issues as needed.
- Follow-up services:
• Conduct follow-up calls to ensure satisfactory resolution of outstanding issues or inquiries.
• Document all follow-ups and outcomes in the appropriate CRM system.
- Feedback collection:
• Implement mechanisms to collect feedback from callers regarding call quality and effectiveness of service.
• Analyze feedback to identify areas for improvement.
• Provide regular (weekly/monthly) communication to county for compliance and review.
- Contract Period/Term: 3 years