Specifications include, but are not limited to: 1) The vendor will describe proposed methods for receiving calls sent to the Department of Social Services concerning recipient concerns.; 2) The vendor will describe proposed methods and staffing to complete phone coverage during normal Department of Social Services hours, standard central time.; 3) The vendor will describe proposed staffing to respond to emails from several public folders including DSS Medicaid, DSS Medical Services, DSS Online Portal, and DSS Constituent Liaison within acceptable timeframes.; 4) The vendor will conduct quality control of work to show adherence to expectations.; 5) The vendor will provide documentation of how staff with gain and maintain knowledge of ▪ Mitel phone system provided by the State.; ▪ South Dakota Resources with an emphasis on Department of Social Services resources including: DSS website information, Medicaid Recipient Handbook, Online Provider Selection tool, resources of local offices, and navigating Medicaid Portal.; ▪ Various business areas supporting this process, including knowledge of eligibility, claims processing, and managed care providers.
