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Answering Service


Location
Washington
Publication Date
03/14/2019 03:55 PM EDT
Closing Date
04/08/2019 01:00 PM EDT
Issuing Organization
Washington State University (WSU)
Solicitation Number
Description

Specifications include, but are not limited to: Qualified organizations able to provide answering service duties to the WSU Veterinary Teaching Hospital (VTH). The vendor for the VTH answer services will be responsible for providing call answering services outside of the normal operating hours of operation. The VTH operates core business hours from 8:00am to 5:00pm, with after-hours answering call services for evenings, weekends, holidays, and also on an as-needed basis during the day to account for meetings and emergencies. Incoming calls through the answering services vendor are screened by the answering service and routed promptly to the appropriate clinician or service contingent upon the time of day, urgency of the call and type of animal or species. The VTH will work with the answering service to establish a paradigm to triage calls for the most efficient method of getting clients and referring Veterinarian’s to the appropriate medical service in the most timely and efficient manner. The vendor must be able to operate in a professional and flexible manner within the established paradigm,,and be able to adapt and modify depending on the fluid needs of the WSU VTH. The vendor must be able to efficiently differentiate between emergency and non-emergency calls and route calls appropriately. The vendor must also have the ability to reroute a call based on the original call recipient’s response/responsiveness. For example caller A does not respond, then call is routed to caller B. The vendor must be able to provide phone call log documentation as needed on an ad-hoc basis at the request of VTH in a timely and responsive fashion.

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