Enterprise Cloud Contact Center Services
Inland Empire Health Plan > Procurement Department
Original Solicitation Links
26-07203
]enterprise cloud contact center services
Submission Instructions
All of the following are required.
Step 1
Step 2
Description
Inland Empire Health Plan is soliciting a vendor to provide comprehensive cloud contact center services for its Transportation Services Department. The scope includes 24/7/365 inbound and outbound call handling for non-medical transportation (NMT) and non-emergency medical transportation (NEMT), member eligibility and benefit verification, transportation scheduling, referrals, warm transfers, grievance intake and escalation, transportation-provider and clinical-provider coordination, and related support. The awarded contractor must provide bilingual or multilingual staffing, including qualified Spanish-speaking representatives and 24/7 interpreter access; workforce management, staffing, supervision, training, quality monitoring, reporting, call recording, secure remote operations, and technology integrations; and the ability to scale and fully integrate NEMT call volume within 90 days of award. Services involve protected health information and personally identifiable information and require extensive HIPAA, security, business continuity, incident response, data residency, background-check, monitoring, and cybersecurity controls. The solicitation also requires implementation planning, security assessments, data-sharing documentation, pricing, references, financial information, and numerous compliance and corporate documents.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Workers' Compensation
- Employers' Liability — $1,000,000.00
- Commercial General Liability — $2,000,000.00
- Vehicle Liability — $1,000,000.00
- Professional Liability — $5,000,000.00
- Cyber and Privacy Liability — $10,000,000.00
- Privacy & Network Liability — $1,000,000.00
- Internet Media Liability — $1,000,000.00
- Business Interruption & Expense — $1,000,000.00
- Data Extortion — $1,000,000.00
- Regulatory Proceeding — $1,000,000.00
- Data Breach Notification & Credit Monitoring — $1,000,000.00
- Minimum 3 references
- Within the last 3 years
- Client point of contact required for each reference
Location
Documents
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