Posted Date : August 12,2021
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : CC-2064
Government Authority located in Rhode Island; USA based organization looking for expert vendor for COVID-19 call center and contact tracing operations services.
[A] Budget: Looking for Proposals
[B] Scope of Service:
(1) Vendor needs to provide COVID-19 call center and contact tracing operations services
• Testing
• Epidemiological Operations (EpiOps) – includes case investigation, contact tracing,
outbreak response, and special populations surveillance
• Data analytics and Operational Metrics
• Community Response/High Density Communities
• Community Mitigation/Policy
• Vaccinations and;
• Communications
- Agency is collaborating with city, town, and community leaders in these hard-hit communities using available data to determine the best timing and strategy to expand vaccination opportunities for members of these harder-hit communities. This may include:
• Conducting vaccination clinics for community members in convenient locations (e.g.,
housing authorities, food pantries, community, or faith-based organizations, etc.)
• Expanding the number of community-based vaccination sites and providers.
• Expanding vaccination opportunities through retail pharmacies and healthcare providers in
hard-hit communities.
• Providing vaccination appointment registration support to community members
- The Vendor utilizes a suite of customer service applications, such as InContact, Survey Gizmo, Slack, BOX, and Comprehend to manage this work and ensure delivery of high-quality services. Salesforce
is used both as a surveillance system database and a customer relationship management system (CRM) to schedule and track appointments, give results to individuals, and document and escalate
calls to specific teams or subject matter experts within EpiOps. Verizon inContact with softphone
is used as the call center agent tool. Presently, the inbound calls consist of the following three (3)
campaigns.
1) COVID-19 Information Line - receives calls from the public regarding COVID-19
general information and FAQs, test results, case investigation and contact tracing
callbacks, quarantine and isolation support, vaccine information, questions, and concerns,
and records requests.
2) K-12 Test Scheduling Line - receives calls from the public to schedule children and their
families for an appointment at a State-run K-12 testing site or to obtain test results. This
service is also open to children and families who attend daycare.
3) The Vaccine Scheduling Line - receives calls from the public to assist individuals
(residents and non-resident) in scheduling vaccination appointments at a variety of
vaccination sites, including, but not limited to: State-run vaccination sites, pop-up clinics,
and independent pharmacies. This line also assists in targeted outbound calling campaigns
for vaccination scheduling
A. Inbound calls
B. Case Investigation
C. Contact Tracing
- Call Center Staff Skills
Agents shall have two (2) to four (4) years of customer service/call center experience
preferably in healthcare industry and demonstrate the following:
• Strong communication and active listening skills.
• Intermediate computer skills, cultural awareness, and sensitivity.
• Strong organizational skills and attention to detail.
• Display ability to multitask.
• Perform well under pressure.
• Ability to retain a large amount of material.
• Exude empathy for callers in distress.
• Provide guidance that can change frequently based on recommendations and
policies from the CDC, RIDOH, or the Governor’s office.
• Ability to work in a fluid, fast paced environment.
(2) All question must be submitted no later than August 20, 2021.
[C] Eligibility:
- Onshore (USA Organization Only);
[D] Work Performance:
Performance of the work will be ONsite and Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: September 10,2021
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 9 US$
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Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : CC-2064
Government Authority located in Rhode Island; USA based organization looking for expert vendor for COVID-19 call center and contact tracing operations services.
[A] Budget: Looking for Proposals
[B] Scope of Service:
(1) Vendor needs to provide COVID-19 call center and contact tracing operations services
• Testing
• Epidemiological Operations (EpiOps) – includes case investigation, contact tracing,
outbreak response, and special populations surveillance
• Data analytics and Operational Metrics
• Community Response/High Density Communities
• Community Mitigation/Policy
• Vaccinations and;
• Communications
- Agency is collaborating with city, town, and community leaders in these hard-hit communities using available data to determine the best timing and strategy to expand vaccination opportunities for members of these harder-hit communities. This may include:
• Conducting vaccination clinics for community members in convenient locations (e.g.,
housing authorities, food pantries, community, or faith-based organizations, etc.)
• Expanding the number of community-based vaccination sites and providers.
• Expanding vaccination opportunities through retail pharmacies and healthcare providers in
hard-hit communities.
• Providing vaccination appointment registration support to community members
- The Vendor utilizes a suite of customer service applications, such as InContact, Survey Gizmo, Slack, BOX, and Comprehend to manage this work and ensure delivery of high-quality services. Salesforce
is used both as a surveillance system database and a customer relationship management system (CRM) to schedule and track appointments, give results to individuals, and document and escalate
calls to specific teams or subject matter experts within EpiOps. Verizon inContact with softphone
is used as the call center agent tool. Presently, the inbound calls consist of the following three (3)
campaigns.
1) COVID-19 Information Line - receives calls from the public regarding COVID-19
general information and FAQs, test results, case investigation and contact tracing
callbacks, quarantine and isolation support, vaccine information, questions, and concerns,
and records requests.
2) K-12 Test Scheduling Line - receives calls from the public to schedule children and their
families for an appointment at a State-run K-12 testing site or to obtain test results. This
service is also open to children and families who attend daycare.
3) The Vaccine Scheduling Line - receives calls from the public to assist individuals
(residents and non-resident) in scheduling vaccination appointments at a variety of
vaccination sites, including, but not limited to: State-run vaccination sites, pop-up clinics,
and independent pharmacies. This line also assists in targeted outbound calling campaigns
for vaccination scheduling
A. Inbound calls
B. Case Investigation
C. Contact Tracing
- Call Center Staff Skills
Agents shall have two (2) to four (4) years of customer service/call center experience
preferably in healthcare industry and demonstrate the following:
• Strong communication and active listening skills.
• Intermediate computer skills, cultural awareness, and sensitivity.
• Strong organizational skills and attention to detail.
• Display ability to multitask.
• Perform well under pressure.
• Ability to retain a large amount of material.
• Exude empathy for callers in distress.
• Provide guidance that can change frequently based on recommendations and
policies from the CDC, RIDOH, or the Governor’s office.
• Ability to work in a fluid, fast paced environment.
(2) All question must be submitted no later than August 20, 2021.
[C] Eligibility:
- Onshore (USA Organization Only);
[D] Work Performance:
Performance of the work will be ONsite and Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: September 10,2021
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 9 US$