24/7 Healthcare Complaint Hotline Answering Service
Ohio > Department of Health
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Submission Instructions
Description
The Ohio Department of Health seeks a contractor to answer complaint hotline calls live, 24 hours a day, seven days a week, including holidays. The contractor must speak directly with callers reporting complaints about healthcare facilities under the department’s jurisdiction, enter complaint information into the department’s web-based form as calls are received, and provide a backup method for recording and submitting information if the form is unavailable. Voicemail and callbacks are not allowed; anticipated volume is approximately 800–1,000 calls per month, averaging 20–30 minutes each. The contractor must refer non-complaint questions to appropriate information sources, provide weekly reports of calls received and complaints entered, and communicate with the Complaint Unit Manager biweekly or as needed. The proposal must address relevant experience, service capacity, personnel, subcontractors, implementation, methodology, deliverables, and pricing. The cost proposal form is provided. The RFP states an initial contract period through June 30, 2027, with an optional two-year extension through June 2030. The solicitation also states that AI automation may not be used for any part of the answering services.
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