Medical Answering Services

The Vendor is required to provide Medical Answering Services with at least one (1) year of experience of providing medical answering services to a similar size provider.
- Services will include answering the telephone line for the eight health centers when closed, taking a detailed message including date and time of call, patient identification, insurance, message and contact information for each patient, contacting the on-call physician with the patient information, and forwarding a telephone log of all calls for each day to agency administration.
- A monthly summary of all activity will also be provided.
- Applicant will be responsible for providing a toll-free number to which the 24-Hour Access Lines will be forwarded when the 8 health care centers are closed. 
- This line should be answered within five (5) rings.
- Each call should be recorded for Quality Assurance purposes.
- Applicant will be responsible for taking a detailed message for each incoming call.
- The detailed message should include, at a minimum:
•    Time message received
•    Caller's name
•    Caller’s contact information
•    Patient’s name
•    Patient's health care center
•    Patient's health care center identification number
•    Patient's health insurance information, including Insurance Carrier and ID # message
•    Time message relayed to the physician
- Any changes to the physician on-call scheduling will be submitted to the Applicant with as much advance notice as possible, however same-day notification cannot always be avoided.
- Applicant must be willing to contact the on-call physicians either at a landline, cell phone, or via a beeper.
- Applicant will be responsible for providing 24- hour coverage on all days of shut-down of the health centers, including but not limited to holidays, snow days and CME programs.
- The basic time scheduling for answering services is as follows:
•    Monday Coverage
•    5:00PM (Monday) to 8:30AM (Tuesday)
•    Tuesday Coverage
•    5:00PM (Tuesday) to 8:30AM (Wednesday)
•    Wednesday Coverage
•    5:00PM (Wednesday) to 8:30AM (Thursday)
•    Thursday Coverage
•    5:00PM (Thursday) to 8:30AM (Friday)
•    Friday Coverage
•    5:00PM (Friday) to 9:00AM (Saturday)
•    Saturday Coverage
•    9:00AM (Saturday) to 9:00AM (Sunday)
•    Sunday Coverage
•    9:00AM (Sunday) to 8:30AM (Monday)
•    Holiday Coverage
•    9:00AM (Monday) to 8:30AM (next day)
- During these times, it is anticipated that the Applicant will answer the telephones.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: November 12, 2025