4ADC6B3E-009D-638E-F9834A3736C61F00.xlsx

This is a Request for Proposal (RFP) attachment from the Franklin County Cooperative for Member Service Center operations related to Cancer Concierge and Navigation Services, issued as RFP 2026-06-04. The document requests detailed information about the service team responsible for handling incoming calls and inquiries from Franklin County members. Bidders must provide comprehensive data regarding their proposed service delivery model, including operational hours for both weekdays and weekends in Eastern Standard Time, staffing levels, employee retention metrics, and client volume projections as of March 2026.

The attachment requires prospective vendors to document staffing qualifications, performance metrics, and service delivery standards. Specific requirements include reporting the number of representatives, average length of employment, annual turnover rates, member-to-representative ratios, member satisfaction results, average wait times for member contact, and the percentage of representatives holding oncology certification. The information requested indicates that the cooperative seeks to evaluate bidders' capacity to deliver specialized cancer navigation services with qualified personnel capable of meeting member service standards. The submission format specifies completion of a detailed table that will inform the cooperative's vendor selection process for this specialized healthcare navigation service contract.