Healthcare/Revenue Cycle optimizing Call Center

This Request for Proposal (“RFP”) solicits offers from qualified vendors (alternatively “Proposer”, “Offeror” and “Bidder”), of which vendor will be selected in providing Healthcare/Revenue Cycle Optimizing Call Center services for SUNY Downstate Health Sciences University (“SUNY-DHSU”) on behalf of its component hospital, University Hospital of Brooklyn (“UHB”). 

SUNY-DHSU is seeking proposals from a qualified vendor to manage and operate a 24/7 Healthcare/Revenue Cycle Optimizing Call Center. The implementation of a 24/7 Health Care Call Center/Revenue Cycle Optimizing Organization will allow SUNY to timely and safely respond to patients’ inquiries/requests.

The implementation will allow SUNY to compete in the healthcare market capturing market share, schedule appointments, retain/increase patient volumes, reduce the current high abandonment rate(s), increase revenue stream, consolidate call requests to a centralized telephone number, enhance the patient experience, and reduce ED admissions currently used as a gateway for primary care services resulting in high cost of care. The Call Center allows SUNY to implement a best practice business model and offers patients an ideal site of choice for patients to receive high quality care.

Those wishing to participate in this procurement may download the RFP documents attached to this advertisement and submit via email a scanned copy of the Summary Information Form (Intent to Bid/No Bid) as soon as possible. 

Be advised that submission of responses to the solicitation that do not reflect and consider updated information may result in your bid being deemed non-responsive to the solicitation.

Any updates to the solicitation and answers to questions will be posted and released through the New York State Contract Reporter. It is the responsibility of all vendors to:

• Register with the New York State Contract Reporter and sign up to receive notifications about this solicitation; or
• Periodically check the New York State Contract Reporter for any updates or answers to questions pertaining to this solicitation.

This procurement is subject to NYS Finance Law Section 139 j&k, also known as the Lobbying Law. Therefore, vendors are cautioned that the only permissible contacts for this procurement are the individuals listed below.

The only individuals at SUNY-DHSU who may be contacted in connection with this matter are (1) Maureen Crystal, Director of Contracts, at maureen.crystal@downstate.edu. For any questions regarding Minority or Women Owned Businesses ("MWBE") or Service-Disabled Veteran-Owned Business contracting goals, please contact Alicia Saleh, MWBE Program Coordinator, at Alicia.Saleh@Downstate.edu. PLEASE NO PHONE CALLS. ALL COMMUNICATION MUST BE VIA EMAIL. SUBJECT LINE MUST REFLECT RFP #25-155 AND TITLE and VENDOR NAME