After‑Hours Answering Services for Rowan‑Virtua School of Osteopathic Medicine

Rowan University is seeking a vendor to provide 24/7, after‑hours telephone answering services for its Rowan‑Virtua School of Osteopathic Medicine. The contractor must staff live operators who answer every after‑hours call within one minute, triage and forward calls to the appropriate clinician, and ensure HIPAA‑compliant handling of patient information. Services include multilingual support (English and Spanish), TTY/relay capabilities, call recording for 30 days, and daily reporting to each department in a searchable spreadsheet format. The contract is for one year with two optional one‑year extensions, and the award will be based on a combination of service plan quality, pricing, and references. • 100 % live‑operator coverage, 24 / 7, including holidays. • Operators must be bilingual (English/Spanish) and capable of handling TTY/relay services. • All calls recorded and retained for 30 days; nightly departmental call‑summary reports required. • Vendor must meet strict HIPAA, bonding, background‑check, and cyber‑liability insurance requirements; no subcontracting of core answering service permitted.