HBX RFP- Call Center Services

The District of Columbia Health Benefit Exchange Authority (DCHBX) is seeking a vendor to provide comprehensive call center services to support its health exchange operations. The contract will cover inbound and outbound call handling, member enrollment assistance, benefits inquiries, and technical support for a one‑year period (subject to renewal). • Provide full‑time call center staffing and management for a high‑volume health exchange environment. • Deliver multilingual support, accurate data entry, and compliance with HIPAA and other privacy regulations. • Implement performance metrics, reporting, and quality‑control processes to ensure service levels. • Supply technology platforms (IVR, CRM) and ongoing maintenance. • Offer training, escalation procedures, and continuous improvement plans.