Managed Call Center Platform
Overview
Fit Score
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SUMMARY
KEY REQUIREMENTS
TIMELINE
Issue RFP: June 9th, 2026
Deadline for Questions: June 22nd, 2026
Proposals Due: July 1st, 2026 at 3:00 p.m.
Interviews, if Required: To Be Determined
QUESTION DEADLINE
Issuing Agency
Nassau Health Care Corporation
Organization overview and procurement intelligence available on paid plans.
DESCRIPTION
A managed call center platform is required to support ambulatory practices by providing a centralized Patient Access & Managed Call Center platform, supplemented by vendor-provided staffing and operational support. The platform shall enable appointment scheduling, pre-registration, referral coordination, continuity-of-care workflows, and improve patient access responsiveness, scheduling efficiency, and first-call resolution.
Comprehensive implementation services are necessary, including workflow configuration, onboarding support, system integration, and operational training. The vendor should supply robust real-time operational reporting and performance analytics that track metrics such as speed-to-answer, abandonment rates, first-call resolution, and scheduling activity, along with patient satisfaction insights.
Workforce management and operational oversight for the vendor's staffing resources are required, as well as detailed planning for business continuity, disaster recovery, service level agreements, escalation procedures, and ongoing operational and end-user support.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due July 1, 2026. Questions must be submitted by June 22, 2026.
- Who issued this RFP?
- It was issued by Nassau Health Care Corporation. The work is located in East Meadow, New York, United States.
- Who is a good fit for this opportunity?
- Demonstrated experience providing call center platforms for healthcare or ambulatory practices
- Capacity to deliver supplemental staffing and operational support
- Expertise in system integration, workflow configuration, and training
- Proven capabilities in real-time operational analytics and reporting
- Familiarity with business continuity, SLAs, and regulatory compliance in healthcare
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