New York State Contract Reporter #RFP 004-2026

Managed Call Center Solution for Nassau University Medical Center

Nassau Health Care Corporation (NHCC) is seeking a comprehensive Managed Call Center Solution for Nassau University Medical Center and affiliated facilities. - Government Buyer: - Nassau Health Care Corporation (NHCC), Department of Legal Affairs, Purchasing Office - Scope of Procurement: - Managed Call Center Solution including technology platform, supplemental staffing, and operational support - Centralized Patient Access & Managed Call Center platform - Implementation, onboarding, workflow configuration, and system integration - Real-time reporting, analytics, and quality assurance - Training for NHCC staff and ongoing operational support - Technical & Integration Requirements: - Must integrate with Altera Sunrise Clinical Manager, Eagle 2000, Alcatel-Lucent telephony, and potentially Oracle Health or Epic - Support for appointment scheduling, pre-registration, referral coordination, and continuity-of-care workflows - Multilingual communication (English and Spanish) and multi-channel support (phone, SMS/text, email, web) - HIPAA compliance and secure data transition - Minimum call volume support of 10,000 calls per month - Notable Requirements: - Data ownership remains with NHCC - MWBE (30%) and SDVOB (6%) participation goals - Vendor must have at least 3 years of healthcare call center experience - Business continuity and disaster recovery capabilities - No specific OEMs or vendors are named in the solicitation

Description

Nassau Health Care Corporation (NHCC) is seeking a qualified vendor to provide a centralized Patient Access & Managed Call Center platform along with supplemental staffing and operational support services. The scope includes implementation, onboarding, workflow configuration, system integration, reporting capabilities, training, and ongoing operational support. The solution must support appointment scheduling, pre-registration, referral coordination, and continuity-of-care workflows, while improving patient access responsiveness, scheduling efficiency, and first-call resolution. Additionally, it should provide real-time operational reporting and performance analytics to NHCC leadership.

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