Managed Call Center Solution

The Vendor is required to provide technology and healthcare service providers for a managed call center solution supporting medical center.
- The solution must provide agency leadership with real-time operational visibility into patient access performance metrics, enabling data-driven oversight and supporting agency mission and role as county’s essential safety-net hospital.
- The objective is to achieve best-in-class performance in speed-to-answer, first-call resolution, scheduling accuracy, reduced call abandonment rates, operational responsiveness, and overall patient experience with lean operational overhead.
- Overview
• A centralized Patient Access and Managed Call Center platform
• Vendor-provided supplemental staffing and operational support services
• Implementation, onboarding, and workflow configuration services
• System integration and reporting capabilities
• Training and ongoing operational support
- The solution must:
• Support appointment scheduling, pre-registration, referral coordination, and continuity-of care workflows
• Improve patient access responsiveness, scheduling efficiency, and first-call resolution
• Provide real-time operational reporting and performance analytics.
- Call Center Solution
• Appointment scheduling, rescheduling, pre-registration, and referral coordination
• Real-time insurance verification
• HIPAA-compliant patient communication services
• Support agency value-based care communications
• Multi-channel patient communications including phone, SMS/text, email, and web-based workflows
• Language access and multilingual communication support capabilities. At a minimum, English and Spanish should be supported. Agency requires that any supplemental staff be able to learn and use agency language translation services.
- Reporting, Analytics & Operational Oversight
• At a minimum, vendor reporting should include key performance metrics, including, but not limited to speed-to-answer, abandonment rates, first-call resolution, and scheduling activity.
• Vendor should describe patient satisfaction reporting capabilities.
• Workforce oversight and operational coordination for vendor-provided staffing resources
• Quality assurance (“QA”) methodologies
• Training, onboarding, and workflow support
- Implementation, Support & Innovation
• Implementation planning, workflow configuration, onboarding, and go-live support
• End-user training and operational support services
• Service level agreements (“SLAs”) and escalation support procedures
• Business continuity and disaster recovery capabilities
- Provide:
• Fully operational healthcare call center and patient access services, including supplemental staffing support.
• Operational implementation and onboarding support
• Reporting dashboards and analytics tools
• Quality assurance and workforce management programs
• Patient satisfaction and feedback methodologies
• Training materials and operational documentation
• Business continuity and disaster recovery procedures
• Ongoing operational support services