Inbound Voice Agent (

The State University of New York (SUNY) Upstate Medical University is seeking a proposal for an Inbound Voice Agent ("IVA") software to be integrated with their Electronic Health Record (EHR) system. The software should be able to answer caller inquiries, confirm, cancel, or reschedule appointments, accept prescription refill requests, and seamlessly transfer calls to front office staff when needed. The contract term is for two years and three months, and the contractor will be required to provide a monthly service fee for services. The contractor must also propose an all-inclusive implementation fee, which shall not be billed until implementation services are complete and SUNY has verified the interface works as intended. • The software must be available 24 hours a day, 7 days a week • The software must be able to perform task automation, such as booking appointments and providing order status updates • The software must be able to integrate with SUNY's systems (EHR, EPIC) to read and update information • The software must be scalable and able to manage a high volume of calls without additional staff • The software must be customizable to have a specific voice, conversation style, and tone