Specifications include, but are not limited to: This Request for Proposal (RFP) is being issued by the University of Kentucky to solicit proposals from qualified, experienced, financially sound, and responsible providers for an outsourced contact center to receive and process switchboard calls for UK HealthCare. The outsourced contact center should be staffed internal to the United States only and capable of taking calls 24/7/365. The provider will be expected to maintain and report on service levels which meet or exceed common industry standards. Because access to the hospital’s electronic medical records will be needed to lookup and transfer calls to patient rooms, the provider must be willing to sign and adhere to a Business Associate Agreement (BAA).
