ODJFS Request for Proposals (RFP) # R-67-07-1520
for Medicaid Consumer Hotline Services
all documents are in .pdf format

• The free Adobe Acrobat Viewer is required to view PDF files.
• Final ODJFS Answers to Vendor Questions
• Director's Announcement Letter as of January 22, 2007

The Ohio Department of Job and Family Services (ODJFS) releases this Request for Proposals (RFP) to solicit competitive proposals from vendors qualified to manage and operate the Ohio Medicaid Consumer Hotline, a toll-free information and referral call center.

The Consumer Hotline's toll-free number is printed on every medical card and consumer notice, and is the primary telephone number consumers use to obtain both general and case-specific information. Interested vendors must demonstrate in their proposals that they have sufficient staff to successfully and consistently achieve high performance standards, which include handling a volume of at least 32,000 calls per month averaging 4.5 minutes talk time per call, with an abandonment rate of 5 percent or less, and with 80 percent of all calls answered within thirty seconds.

In addition to administration of the Hotline, the vendor selected through this RFP process will also be required to perform functions such as call center staff training, mail fulfillment, outgoing phone surveys, incoming telephone registrations, survey and analysis, data tracking and reporting, and protocol development. Interested vendors must demonstrate in their proposals extensive experience in the development, implementation and management of a toll-free inbound call center, as well as with public assistance programs, Medicaid or other public or commercial health care programs, general management expertise, and significant experience in data analysis and electronic data submission.

All submissions must be received no later than the deadline specified in RFP Section 1.6, and must be in accordance with the requirements as specified in Section 5.1. Vendor proposals must be developed in accordance with directions given throughout the RFP.

Click on the links below for the following project documents:

• RFP Proper (the primary document)

Attachments to the RFP:

• Attachment A - Required Vendor Information and Certifications
• Attachment B - Request for Taxpayer Identification Number (W-9 Form)
• Attachment C - Declaration of Material Assistance Form
• Attachment D - ODJFS Model Contract
• Attachment E - Technical Proposal Score Sheet
• Attachment F - Cost Proposal Form

Appendices to the RFP:

• Appendix A - List of Available Equipment
• Appendix B - Vendor Resources Online
• Appendix C - Sample Performance Audit Form

Thank you for your interest.