R499--After Hours Call Center

The Department of Veterans Affairs is seeking a contractor to provide after-hours call center services for the Richard L. Roudebush VA Medical Center. The contractor will be responsible for answering calls, providing directory assistance, paging services, and general hospital information. The contract will be for a base period of 4 months with 4 one-year options. The contractor must comply with VA's information security and privacy requirements and provide a plan for destruction of all VA data in its possession prior to termination or completion of the contract. Some key points include: • The contractor shall provide operator call answering services for the Richard L. Roudebush (RLR) VAMC. • The contractor shall answer an estimated call volume of 300 calls per day. • The contractor shall follow performance metrics established by the RLR in accordance with the Quality Assurance Surveillance Plan (QASP) answering calls within 30 seconds by a live person. • The contractor shall comply with the VA Privacy and Information Security Awareness and Rules and HIPAA Focused Training via paper training modules and signature pages. • The contractor shall use VA-provided tools to access the VA voice network.