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Questions : HEALTH PLAN SUPPORT
RFI: WTCHP-HPS-RFI_2020
| # |
| Section |
| Item # |
| RFI Page # |
| Question |
| Answer |
| What is the current customer service center support hours? |
| 9 am to 5 pm EST. All voicemails left afterhours are returned the next business day |
| What is the current systems and applications being utilized by the current customer service center? |
| · ServiceNow – CRM – Cloud |
· NICE inContact – telephony Cloud
· Citrix/Plexis
| Are all customer service representatives working on site or is this remote at this time? |
| Remote |
| Has the current training requirements been adjusted due to COVID 19? |
| Yes |
| Is there a current dedicated service number being used? Is it the intent of the Government to allow the new vendor to utilize the same number? |
| 1-888-982-4748 is transferrable |
| What software/technology tools are currently being used for claims processing? |
| Plexis QDS and Quantum Choice, Microstrategy Reporting Tool, & custom codes |
| How do we determine if our claims processing software is compatible with CDC’s platform? |
| Describe your systems and what they do along the claims life cycle and adjudication process, and indicate if they are cloud-based or RDC |
| Will the Government consider allowing 1.0 single line spacing throughout the document, and 11-point font for general text, with 9-point font in tables and graphics? |
| Yes, but have to use san serif & not narrow fonts and easy to read. |
| Is each “function” limited to no more than 2 pages or is each questions within each function limited to 2 pages. For example: Under the function “Customer Service Call Center” there are 4 questions (a-d). Each question a-d will be allowed 2 pages each under this single function. |
| Each question is allowed 2 pages. |
