Specifications include, but are not limited to: Facilitation and Administration of Call Center Services The selected contractor will be required to provide a unique, identifiable phone number that City of Detroit residents and referred clients will utilize to set up free rides to various medical and healthrelated appointments throughout the City and select locations as identified by the Department. The contractor will be specifically responsible for the following: • The operation of the call center. Call Center hours will be Monday to Friday, 8a – 6p and Saturday, 8a – 2p. The call center will not be open on Sundays or on City-observed holidays. • Training and staffing of contractor employees who will serve as operators for the call center, including HIPAA compliance training; • Working with identified Health Department staff to create a script that will be utilized by operators answering calls; • Contractor provided operators will be expected to adhere to the following service expectations: o Utilizing the script created by contractor leadership and Health Department staff; o Maintaining call wait times of 3- minutes or less; o Accommodation of non-English speaking callers by utilizing language interpreters and/or services; o Be compliant with Health Information Portability and Accountability Act (HIPPA) to protect medical records and other personal health information; o Process requests for transportation by securing name, home address, and cell phone number of client requesting transportation; o Confirm client’s Detroit residence address, referring program (if applicable), transportation needs for doctor’s appointment or other eligible wellness appointments; and appointment details (facility name, address within defined city boundaries; phone number, date, time of appointment); o Schedule ride electronically with the designated transportation service provider; o Provide ride details to client via text message after call completion; o Reschedule rides as requested by clients; o Refer caller to Detroit Health Department dedicated Resource Phone Line when additional support services are requested or inquired about; and; o Document call interactions and rideshare information in a HIPAA-compliant software system. • Escalate identified problems or lack of progress and provide best practice solutions/recommendations to Detroit Health Department management. The Contractor will also hold monthly meetings with the Detroit Health Department management to review and assess progress and ensure Call Center activities are aligned with contractual requirements.