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CC-1845 - USA (New Jersey) - After Hours Answering Service - Deadline February 4,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1845

Government Authority located in New Jersey; USA based organization looking for expert vendor for afterhours answering service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide afterhours answering service solution
1. Vendor must provide a multilingual live operator using auxiliary aides and services, including
Agency and all forms of FCC-approved telecommunications relay systems.
2. Inter based relay systems must be compliance with HIPPA regulations.
3. The selected vendor shall furnish all material, labor, vehicles, equipment and supplies necessary
to perform the services required herein.
4. Vendor shall provide after hours, holiday, and lunch coverage for all Rowan Medicine
departments, based upon provided schedules.
5. The selected vendor will supply each department a summary by fax or email for the previous
night’s phone calls. The summary shall be provided in a searchable and modifiable spreadsheet
and include the following information:
a. Caller’s name and phone number
b. Patient name
c. DOB
d. Time of call
e. Reason for call
f. Attending Physician
g. Name of facility calling from; i.e. hospital, nursing home
h. Level of call (standard, urgent)  6. For phone calls related to prescription refills, the following information must be provided:
a. Caller’s name and phone number
b. Name of facility calling from; i.e. hospital, nursing home
c. Patient name
d. DOB
e. Medication needed to be refilled
f. Pharmacy name and number
g. Patient call back number
h. Date and time of call
i. Attending Physician
7. All transmissions sent to Rowan University must be sent in a HIPPA protected format.
8. All phone calls must be handled in a timely fashion (5-7 minutes), and sent via text or phone call
to the attending Physician or APN. They Physician will confirm receipt of voice mail or text.
9. All transmissions sent to Rowan will be sent in HIPPAA protected format.
10. All phone calls will be handled in a timely fashion (5-7 minutes) and sent via text or phone call to
the attending physician or APON. The physician will confirm receipt of voice mail or text. In the event that the confirmation is not received within 30 minutes, the physician of APN must be
contacted again.
11. The selected vendor will provide documentation regarding the level of training of each call center
operator which will include the following experience:
a. Medical terminology
b. Educational background
c. Certifications
d. Continuing education certification
(2) All question must be submitted no later than January 25, 2021.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Thursday, 4 February, 2021

Question Answer Deadline : Monday, 25 January, 2021

Category : Call Center and Answering

Country : USA

State : New Jersey

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