Specifications include, but are not limited to: We are looking to partner with an external call center to outsource a percentage of our call volume with the goal of reducing our abandonment rates and wait times. Experience working with Federally Qualified Health Care Centers (“FQHC”) is required. Vendors should have familiarity with primary care services, dental services, mental health services including mental health counseling and treatment for substance use disorder. Vendors should have staff that are familiar with working with linguistically and culturally diverse populations that may experience barriers to healthcare. Vendor will have access to HCD’s language interpretation services to meet the needs of our patient population. Finally, vendors should have experience integrating operators into existing call center operations working alongside HCD team members seamlessly. Vendor must maintain an average abandonment rate of 10 % or below and maintain an average call handling, and wait time of 3 minutes or less. Operators are expected to be able to handle 55 calls in an 8 hour workday. Vendor will be expected to provide monthly reports tracking call abandonment and call time, number of calls taken by operator, and other data points as available. Vendor must be willing to engage in quality improvement activities coordinated with HCD to improve performance as needed; these will include mandatory monthly operation team meetings with key personnel within the HCD management team and firm, as well as quarterly quality assurance meetings to review and discuss data and activities related to phone services.
