Call Center

San Mateo Medical Center (SMMC), a public hospital and clinic system in San Mateo County, California, is seeking proposals for a Call Center service through Request for Proposals (RFP) No. 66000-2526-218. The solicitation, released on October 14, 2025, with proposals due by November 5, 2025, at 1:00 pm via an eProcurement system, seeks an enhanced symptom screening platform for patients that requires call center access to ensure compliance with healthcare regulations. The five-year contract will be evaluated by a selection committee using a points-based scoring method across four primary criteria: Project Approach (30 points), Firm Qualifications (25 points), Team Qualifications (20 points), and Price (25 points). Proposers must meet minimum qualifications, including having provided similar services for the past five years and being legally authorized to do business in California. There will be no pre-proposal conference or site visit for this project. The County reserves the right to accept proposals other than the lowest-priced offer and to reject any proposals that are not responsive to the request.

The County has implemented a local business preference, with potential additional points for local businesses, non-profits, and small/micro businesses. Contractors must comply with several key requirements, including the Living Wage Ordinance, which mandates progressive wage rates increasing to $17.00 per hour by July 2019, and HIPAA Business Associate Requirements for protecting Protected Health Information. Contractors must also complete a Fingerprinting Certification Form for employees who might have contact with children and adhere to the Vendor/Contractor Access Policy, which includes strict security protocols for system and facility access. While no specific award value is mentioned, the contract appears to be for a comprehensive call center service with potential for significant interaction with San Mateo County's healthcare system. Intellectual property created during the contract will be exclusively owned by the County, and contractors must assign all rights and ensure subcontractors are bound by these terms. The solicitation suggests a robust and detailed procurement process with multiple compliance and performance requirements.