The vendor required to provide phone answering services for comprehensive telephone and telecommunications support to the agency and all associated sites.
- Personnel shall provide comprehensive telephone and telecommunications support to the, agency and all associated sites by processing incoming, outgoing, networked and interoffice calls regarding hospital services, patient information, and providing emergency notification information.
- Work includes a significant amount of telecommunications support assignments, which involves a significant amount of customer service in recognizing and routing patient and other inquiries to the correct agency location and program.
- Regularly provides excellent customer service to a variety of difficult calls requiring personal involvement on the part of the employee, such as threatening, abusive, or distraught callers.
- All emergency response calls shall be answered within one (2) rings and emergency communicated within 15 seconds.
- All emergencies must be communicated a minimum 3 times via emergency paging system.
- Hours of operation
• Work shall be performed twenty-four (24) hours a day, seven (7) days a week, fifty-two (52) weeks a year, including all holidays.
• The normal work week will be Sunday through Saturday and will consist of no more than 40 hours per week.
- Telephone and switchboard operators’ tasks
1. Answer and process all incoming internal and external calls
• Answer incoming calls politely, efficiently and in a friendly manner, even during heavy workload and crises periods.
• Calls shall he answered in priority order.
• Incoming calls shall be routed appropriately throughout the facility.
• Responsible for immediate, professional responses to and recording the following: emergency alarms, codes, bomb threats, fires and disasters.
• They shall also be required to receive and transmit over two-way radios.
• Follow instruction if a bomb threat is received.
• Written procedures and formats for this type of reporting are currently established in the telephone office.
• Operate centralized telephone system to receive and connect incoming and outgoing calls utilizing the agency computerized equipment and telecommunications software.
• Provides customer service to a variety of difficult calls requiring personal involvement on the part of the employee, such as threatening, abusive, or distraught callers.
• Operates the internal and external paging system to facilitate paging requests of authorized personnel.
• Maintains and electronically prints inpatient ward information every two hours, each tour.
• Responds to alarms appropriately based on hospital policy, announce emergency response codes, activate paging systems, dispatch information regarding alarms, operate two-way radio, and perform calmly, competently, and quickly in emergency situations.
2. Assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary
• Assist facility staff and patients, when necessary, in placing calls.
• Calls shall include, but are not limited to, commercial and federal telecommunication systems (fts) calls.
• Politely, efficiently and in a friendly manner explain to users why calls cannot be completed as requested, when a situation of this type arises.
3. Reporting telephone equipment malfunctions:
• Maintain a log of all telephone equipment malfunctions and complaints regarding telephone service.
• Upon request of callers, verify telephone equipment malfunctions and report them to information resources management service (IRMS).
• Tests the computer and telecommunications equipment for operation, monitoring, and controlling operations during processing, and takes prompt action in response to programmed instructions, machine failures, or unscheduled halts.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: February 2, 2026
