2023-86 RFP External Call Center Services

Clackamas County is conducting a Request for Proposals (RFP) 2023-86 for external call center services for its Health Centers Division, seeking a vendor to manage approximately 25-30% of their 80,000 annual calls. The ideal contractor will provide 2-3 full-time equivalent agents capable of handling inbound and outbound calls with specific performance metrics, including maintaining an average call abandonment rate of 10% or less and an average call handling time of 3 minutes or less. Proposals must demonstrate experience supporting Federally Qualified Health Care Centers, with capabilities in appointment scheduling, insurance verification, and integration with OCHIN EPIC electronic health record systems. The contract will span from April 1, 2024, through March 31, 2027, with potential three optional two-year renewals. Vendors must support bilingual (English and Spanish) communication and have expertise working with linguistically and culturally diverse populations. The proposal must be submitted electronically through Bid Locker by November 30, 2023, at 2:00 PM Pacific Time, with evaluation focusing on general qualifications, scope of work approach, and proposed fees.

The RFP allows participation from vendors both within and outside the United States, though selected vendors must obtain an Oregon Business registry license. Virtual service delivery is permitted, and there are no specific set-aside designations mentioned for disadvantaged enterprises. Technological integration requirements include compatibility with Openscape phone systems, EPIC EMR, email, and Microsoft Teams. While specific budget ranges are not explicitly stated, the procurement will be structured on a time and materials basis with a not-to-exceed amount. The county does not currently intend to expand outsourcing percentages or extend operational hours beyond the initial contract specifications. However, it is worth noting that the original RFP was subsequently cancelled, with the county intending to reissue the solicitation at a later date, which could potentially modify the current procurement parameters.