GEN1- General call agent responsible for general health care licensure inquiries, routine account… and 16 more items
Active State & local contract award Florida Awarded
- Contract number
- C76BBB
- Awardee
- Not on record
- Contracting organization
- Department of Health
- Contract amount
- $905,745
Award facts
- Completion date
Award details come from facts.fldfs.com. Updated .
About this award
The Florida Department of Health awarded a contract valued at $905,744.60 for call center services supporting healthcare licensure inquiries and regulatory functions. The contract period runs from July 1, 2026, through June 30, 2027. The services are provided to the Division of Medical Quality Assurance and the Board of Nursing, with the prime contractor delivering staffing and operational support for the state's health regulatory licensing operations.
The contract encompasses general call center agent positions (GEN1-GEN9) responsible for handling incoming calls, responding to healthcare licensure inquiries, documenting contact history and call notes, and resolving common issues before escalation. Additionally, the contract includes Board of Nursing-specific call center agents (BON1-BON6) dedicated to Board of Nursing licensure inquiries, and lead supervisory positions (LEAD1) responsible for agent performance oversight, quality assurance reviews, real-time coaching, compliance monitoring, and serving as the primary liaison between the contractor and the Department. All line items are priced at hourly rates ranging from $26.30 to $29.39 per unit, with quantities of 2,040 to 2,050 units per position category.
Line items
| Item | Total |
|---|---|
| GEN1- General call agent responsible for general health care licensure inquiries, routine account validation, documentation contact history and call notes, follow standard scripts and workflows, and resolving common issues before escalation. | $53,915.00 |
| GEN3- General agent call center services, providing phone support for incoming calls for Division of Medical Quality Assurance. Responding to general health care licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues… | $53,915.00 |
| GEN4-General agent call center services, providing phone support for incoming calls for Division of Medical Quality Assurance. Responding to general health care licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues… | $53,915.00 |
| GEN5-General agent call center services, providing phone support for incoming calls for Division of Medical Quality Assurance. Responding to general health care licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues… | $53,915.00 |
| GEN2- General agent call center services, providing phone support for incoming calls for Division of Medical Quality Assurance. Responding to general health care licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues… | $53,915.00 |
| GEN7-General agent call center services, providing phone support for incoming calls for Division of Medical Quality Assurance. Responding to general health care licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues… | $53,915.00 |
| GEN8-General agent call center services, providing phone support for incoming calls for Division of Medical Quality Assurance. Responding to general health care licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues… | $53,915.00 |
| GEN6-General agent call center services, providing phone support for incoming calls for Division of Medical Quality Assurance. Responding to general health care licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues… | $53,915.00 |
| GEN9-General agent call center services, providing phone support for incoming calls for Division of Medical Quality Assurance. Responding to general health care licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues… | $53,915.00 |
| LEAD1-Daily oversight of agent performance, conduct quality assurance reviews and real-time coaching, ensure compliance with Department scripts, protocols, and data-entry standards, monitoring and scoring of agent's weekly performance, lead call calibration reviews, supporting agents with advanced… | $59,955.60 |
| BON1-Board of Nursing call center agent, call center services, providing phone support for incoming calls for Board of Nursing. Responding to Board of Nursing licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues… | $59,306.50 |
| BON2-Board of Nursing call center agent, call center services, providing phone support for incoming calls for Board of Nursing. Responding to Board of Nursing licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues… | $60,249.50 |
| BON3- Board of Nursing call center agent, call center services, providing phone support for incoming calls for Board of Nursing. Responding to Board of Nursing licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues before… | $60,249.50 |
| LEAD1-Daily oversight of agent performance, conduct quality assurance reviews and real-time coaching, ensure compliance with Department scripts, protocols, and data-entry standards, monitoring and scoring of agent's weekly performance, lead call calibration reviews, supporting agents with advanced… | $59,955.60 |
| BON4- Board of Nursing call center agent, call center services, providing phone support for incoming calls for Board of Nursing. Responding to Board of Nursing licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues before… | $60,249.50 |
| BON5- Board of Nursing call center agent, call center services, providing phone support for incoming calls for Board of Nursing. Responding to Board of Nursing licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues before… | $60,249.50 |
| BON6- Board of Nursing call center agent, call center services, providing phone support for incoming calls for Board of Nursing. Responding to Board of Nursing licensure inquires, documenting contact history and call notes, following standard scripts and workflows, and resolving common issues before… | $60,249.50 |
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Quick answers
How much is contract C76BBB worth?
Its contract amount is $905,745.
Which organization awarded contract C76BBB?
Department of Health in Florida awarded contract C76BBB.
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