• Contact Center Services. The contractor shall follow all JHS established call handling policies, procedures and workflows to ensure patients are receiving a consistent experience across JHS. • Multispecialty Appointment Scheduling. o Staff agents to answer dedicated phone lines and make outbound calls to schedule patient appointments. o Utilize JHS host systems to schedule based on protocols and physician orders (received via computerized entry or fax). o Confirm and reschedule or cancel appointments as necessary. o Collect and input patient demographic and insurance information. o Verify insurance information and confirm eligibility of the patient to receive services requested o Provide appointment details, arrival instructions, and wayfinding. o Coordinate appointment scheduling with provider practices as defined by established JHS workflows. • Appointment Reminders. o Place automated or live outbound reminder calls in English, Spanish, and Haitian Creole. o Confirm appointment details and process cancellations or reschedule as needed. • Billing Inquiry Support. o Operate a dedicated line for billing inquiries. o Generate itemized bills and accept payments. o Update patient information and refer escalated inquiries to appropriate JHS resources. • Patient Marketing and Referral Services. o Support inbound/outbound voice, email, chat, SMS, and IVR channels. o Process physician referrals and forward calls appropriately using “warm transfer” protocols. o Provide appointment reminders and registration support for JHS seminars or events. o Follow protocols outlined in JHS “Service Detail Reports” and crisis management guidelines. o Contact secondary call centers with sufficient details to avoid redundant caller requests...
