SAM #36C25026Q0418

After-Hours Switchboard Coverage Services for VA Medical Center

The Department of Veterans Affairs Network Contracting Office 10 is seeking a contractor to provide after-hours switchboard coverage services for the Richard L. Roudebush VA Medical Center in Indianapolis, Indiana. - Government Buyer: - Department of Veterans Affairs, Network Contracting Office 10 - Contracting office located in Ann Arbor, MI - Place of performance: Richard L. Roudebush VA Medical Center, Indianapolis, IN - Services Requested: - After-hours operator call answering services - Directory assistance, paging, locator information, message center services (with software recording), patient information handling compliant with HIPAA, and general hospital information - Service hours: 4:30 p.m. to 7:30 a.m. Monday-Friday, 24-hour coverage on weekends and federal holidays, and twice monthly for staff meetings - Must handle approximately 300 calls per day, with calls answered within 30 seconds by a live person - Contractor to use VA-provided tools and comply with VA security, privacy, and training requirements - Products/Service Line Items: - Operator call answering services subscription plans for base and four option periods (part numbers: 0001, 1001, 2001, 3001, 4001) - Monthly service subscriptions for each period - Unique Requirements: - Compliance with HIPAA for patient information - Use of VA-provided tools and adherence to VA security, privacy, and training standards - Live operator response within 30 seconds - Coverage for after hours, emergencies, and staff meetings - OEMs and Vendors: - No specific OEMs or vendors are named in the solicitation - NAICS Code: - 561421 (Telephone Answering Services)

Description

After Hours Call Center

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