Description
The Washington Health Benefit Exchange is seeking a vendor to provide comprehensive customer support center services, including answering questions about health program eligibility and enrollment, and providing other customer service functions. The vendor will be responsible for supporting individuals navigating the Washington Healthplanfinder platform and will be required to provide services through multiple communication channels and integrate advanced technology to improve efficiency and enhance customer experience. The contract is expected to start on September 1, 2026, and will run for 72 months, with the option to extend for an additional 36 months.
• The vendor will be required to provide all staffing, systems, technology, and procedures necessary to perform the services described in the RFP.
• The vendor will be required to demonstrate a culture of flexibility, innovation, and adaptability in order to develop and administer customer support center solutions and strategies that align with the Exchange's mission.
• The vendor will be required to provide services that meet the needs of the Exchange and its customers, including individuals and families shopping for subsidized and unsubsidized individual market health plans and Washington Apple Health.
• The vendor will be required to comply with all applicable laws and regulations, including those related to data security and confidentiality.
• The vendor will be required to participate in a vendor conference and provide a proposal that includes a written proposal, a cost proposal, and other required documents.