NYCH+H is interested in gaining understanding of the latest thinking, operational efficiencies and technologies available from today’s leading Contact Center service providers and is seeking a qualified, experienced vendor partner to handle overflow calls from their patient contact center. In 2022, NYC H+H patient contact center received an annual call volume of 2.6 million calls. Incoming calls will primarily include requests for appointments, prescription refills and clinical questions. The vendor shall ensure that their staff provides a best in class patient experience and accurately handles the call with adequate documentation in the health system’s EMR (Epic) while complying with approved call scripts/workflows and operational processes of the NYC H+H Contact Center. Vendors with unique strengths and technologies are encouraged to differentiate their product offerings and expertise when responding to this RFP.