Managed Call Center Solution

NASSAU HEALTH CARE CORPORATION
(a/k/a the NuHealth System)
REQUEST FOR PROPOSAL (RFP)
FOR
MANAGED CALL CENTER SOLUTION
REQUEST FOR PROPOSAL #: 004-2026
Introduction
Nassau Health Care Corporation ("NHCC") is seeking proposals from qualified technology and
healthcare service providers for a Managed Call Center Solution supporting Nassau University
Medical Center ("NUMC").
This initiative is a core strategic priority for the Medical Center. Unlike traditional outsourced
models, NHCC will maintain a core internal leadership and clinical liaison team while leveraging
the selected partner to provide the technology platform, operational scale, supplemental staffing,
and management services necessary to establish a high-performing clinical front door for NUMC.
NHCC requires a sophisticated, tech-enabled ecosystem that streamlines the patient's journey from
initial contact through clinical encounter. The objective is to achieve best-in-class performance in
speed-to-answer, first-call resolution, scheduling accuracy, reduced call abandonment rates,
operational responsiveness, and overall patient experience with lean operational overhead.
The selected partner is expected to serve as an operational extension of NUMC leadership,
prioritizing execution, accountability, operational efficiency, and scalable workforce management.
The solution must provide NHCC leadership with real-time operational visibility into patient access
performance metrics, enabling data-driven oversight and supporting NUMC's mission and role as
Nassau County's essential safety-net hospital.
Proposal Requirements
Proposals must comply with all instructions outlined in this RFP. Submissions that are incomplete
or fail to meet the specified requirements may be rejected without review.
Any contract awarded as a result of this RFP will supersede all prior contracts, bids, or agreements
related to Patient Access and Call Center Services at NHCC.
Communication Guidelines
All written communications regarding this RFP - including email correspondence - must clearly
reference the RFP title and number in the subject line to ensure proper handling.
Contacts and Submission
Nassau Health Care Corporation
Department of Legal Affairs
2201 Hempstead Turnpike East Meadow, NY 11554
RFPSubmissions@numc.edu
Anticipated Schedule*
o Issue RFP June 9, 2026
o Deadline for Questions June 22, 2026
o Proposals Due July 1, 2026 at 3:00 p.m.
o Interviews, if Required To Be Determined
* Dates indicated above are subject to change at the sole discretion of Nassau Health Care Corporation.
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SCHEDULE A
I. GENERAL INFORMATION
A. Background
Nassau Health Care Corporation ("NHCC"), also known as the NuHealth System, is a New York
State public benefit corporation established under the Public Authorities Law. NHCC operates:
* Nassau University Medical Center (NUMC): A 530-bed tertiary care teaching hospital.
* A. Holly Patterson Extended Care Facility (AHP): A 589-bed skilled nursing facility.
* Community Health Practices (CHP): Operated in partnership with Long Island FQHC, Inc.,
a non-profit, consumer-driven organization serving the region's most vulnerable
populations.
NHCC is committed to delivering high-quality care, advancing medical education, and serving as
the safety-net health system for Nassau County residents.
Nassau University Medical Center (NUMC): Founded in 1935, NUMC is the County's primary
source of advanced medical care. Its 19-story tower houses the region's premier Level I Trauma
Center and serves as a hub for medical education through affiliations with the New York Institute of
Technology College of Osteopathic Medicine, the New York College of Pediatric Medicine, the
American University of the Caribbean School of Medicine, and the Donald and Barbara Zucker
School of Medicine at Hofstra/Northwell.
A. Holly Patterson Extended Care Facility (AHP): Nationally recognized as a model for skilled
nursing services, AHP provides innovative, patient-centered care that addresses residents' physical,
emotional, and social needs in a supportive, healing environment.
Community Health Practices: NHCC's community-based centers deliver comprehensive,
accessible, and preventive care to underserved communities across Long Island, ensuring every
resident has access to a trusted "medical home."
B. Proposal Overview
NHCC seeks a qualified vendor to provide:
o A centralized Patient Access & Managed Call Center platform
o Vendor-provided supplemental staffing and operational support services
o Implementation, onboarding, and workflow configuration services
o System integration and reporting capabilities
o Training and ongoing operational support
The solution must enable NHCC to:
o Support appointment scheduling, pre-registration, referral coordination, and continuity-of-
care workflows
o Improve patient access responsiveness, scheduling efficiency, and first-call resolution
o Provide real-time operational reporting and performance analytics
II. SERVICES SPECIFICATIONS
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A. Scope of Work / Requested Services
The selected partner shall provide a Managed Call Center Solution for Nassau University Medical
Center ("NUMC"), including the technology platform, supplemental staffing, reporting capabilities,
and related support services necessary to support centralized centralized ambulatory call center
operations.
B. Scope of Services
1. Call Center Solution
The selected vendor shall provide a managed call center platform for NHCC's ambulatory
practices, supplemental staffing, and related operational support services, including:
a. Appointment scheduling, rescheduling, pre-registration, and referral coordination
b. Real-time insurance verification
c. HIPAA-compliant patient communication services
d. Support NHCC value-based care communications
e. Multi-channel patient communications including phone, SMS/text, email, and web-based
workflows
f. Language access and multilingual communication support capabilities. At a minimum,
English and Spanish should be supported. NHCC requires that any supplemental staff be
able to learn and use NHCC language translation services.
2. Reporting, Analytics & Operational Oversight
The platform must provide operational transparency and performance visibility supporting
NHCC leadership and operational oversight, including:
a. At a minimum, vendor reporting should include key performance metrics, including, but
not limited to speed-to-answer, abandonment rates, first-call resolution, and scheduling
activity.
b. Vendor should describe patient satisfaction reporting capabilities.
a. Workforce oversight and operational coordination for vendor-provided staffing
resources
b. Quality assurance ("QA") methodologies
c. Training, onboarding, and workflow support
4. Technology, Integration & Security
The platform must support secure, scalable, and interoperable patient access operations,
including:
a. Integration with NHCC's current and future-state clinical, registration, scheduling,
billing, and telephony environments. Vendor must describe its approach to integrating
with each of the systems identified below, including supported interface methods, prior
implementation experience, and any anticipated dependencies or limitations.
b. Current-State Environment:
o Clinical/EMR: Altera Sunrise Clinical Manager (SCM) 25.1
o Registration, Scheduling & Billing: Eagle 2000
o Telephony: Alcatel-Lucent enterprise contact center platform (on-premises)
c. Future-State Environment:
o NHCC anticipates one or more enterprise platform transitions during the term of
any resulting contract, which may include replacement of the current EMR
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and/or registration/scheduling/billing systems with platforms such as Oracle
Health and Oracle Financials, Epic EMR and Epic Financials, or comparable
enterprise solutions.
o Vendor must describe its approach to maintaining integration continuity across
such transitions, including its experience integrating with the platforms identified
above and any associated cost, timeline, or operational implications.
o Telephony Integration Requirements: Regardless of whether the vendor-provided
platform replaces NHCC's existing call center software, the solution must
integrate with NHCC's existing Alcatel-Lucent telecom infrastructure.
o Vendors should clearly indicate whether their proposed solution: operates on top
of NHCC's existing call center software; replaces NHCC's current call center
software while continuing to integrate with the underlying Alcatel-Lucent
telecom platform; or offers both options. Vendors must describe supported
integration methods (e.g., SIP trunking, CTI, API-based integration) and prior
experience integrating with Alcatel-Lucent environments.
o HL7, FHIR, API-based, and other secure interoperability capabilities
o Workflow automation, patient engagement, and operational escalation
management capabilities
o Role-based access controls, audit logging, and cybersecurity protections
o HIPAA compliance and applicable regulatory/security requirements
5. Implementation, Support & Innovation
a. Implementation planning, workflow configuration, onboarding, and go-live support
b. End-user training and operational support services
c. Service level agreements ("SLAs") and escalation support procedures
d. Business continuity and disaster recovery capabilities
III. DELIVERABLES
The selected vendor shall provide:
a. Fully operational healthcare call center and patient access services, including supplemental
staffing support.
b. Operational implementation and onboarding support
c. Reporting dashboards and analytics tools
d. Quality assurance and workforce management programs
e. Patient satisfaction and feedback methodologies
f. Training materials and operational documentation
g. Business continuity and disaster recovery procedures
h. Ongoing operational support services
IV. MINIMUM QUALIFICATIONS
The Proposer must demonstrate:
a. Minimum three (3) years of healthcare-related call center experience
b. Experience supporting hospital systems or FQHCs
c. Demonstrated experience supporting patient outreach, continuity-of-care initiatives,
preventive care campaigns, and related patient engagement activities
d. Demonstrated HIPAA compliance and healthcare regulatory expertise
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e. Strong patient satisfaction and operational performance history
f. Financial stability and organizational capacity to support a healthcare system of NHCC's
size and complexity
g. Vendor must be able to support, at a minimum, a volume of 10,000 calls per month
V. EVALUATION CRITERIA
Proposals will be evaluated based upon;
a. Cost effectiveness and financial value- 50%
b. Vendor expertise and quality of proposed solution - 50%
VI. PRICING REQUIREMENT
Vendor must clearly provide:
a. Staffing and operational pricing structure
b. Implementation and onboarding cost
c. Ongoing operational support fees
d. Technology and licensing costs, if applicable
e. Any optional or variable pricing components
VII. DATA OWNERSHIP, COMPLIANCE AND TRANSITION
a. All NHCC data shall remain the sole property of NHCC
b. Vendor must maintain HIPAA-compliant data management practices
c. Vendor must maintain secure data export and transition capabilities
d. Vendor must cooperate with NHCC to ensure orderly operational transition upon
termination or expiration of services
e. Vendor must support transition of workflows, operational reporting, and applicable
documentation upon termination
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SCHEDULE B
I. PROPOSAL PROCESS AND REQUIREMENTS
Proposal Submission
NHCC invites qualified Proposers to submit proposals for the services described in this RFP.
Proposals must conform to the requirements set forth herein; non-conforming proposals may be
disqualified.
The RFP is available through the designated NHCC contact office and may also be downloaded via
the "Doing Business with NuHealth" link at www.numc.edu.
Submission Requirements:
* Electronic Media: One (1) electronic copy sent via email to:
o RFPSubmissions@numc.edu
Note:
* Electronic copies of the proposal must be received by NHCC no later than 4:00 p.m. on the
specified due date.
* Incomplete submissions may result in disqualification.
The selected Proposer will enter into negotiations with NHCC regarding contract terms. If
agreement cannot be reached within a reasonable time, NHCC may reject that Proposer and begin
negotiations with others.
Proposals should be clear, concise, and responsive to the RFP.
II. CONTENTS OF PROPOSALS
Each proposal must include the following:
1. Proposer Information
o Name and contact information (address, phone, fax, email).
o Organizational structure (corporation, partnership, LLC, etc.), date and state of
formation, ownership details (including any person/entity holding 5% interest).
2. Background & Operations
o History of the firm and services provided.
o Demonstrated qualifications and relevant experience in healthcare patient access
operations, managed call center services, scheduling operations, workflow
automation, and healthcare technology integration.
3. References
o At least three professional references, including contact information.
4. Regulatory & Legal Disclosures
o Any material negative findings, sanctions, or pending proceedings.
o Criminal convictions (past 10 years) of the firm, officers, directors, or affiliates.
o Civil penalties, judgments, consent decrees, violations, or sanctions (past 10 years).
o Current investigations, indictments, or litigation.
o Revocations or suspensions of permits/authority to do business (past 10 years).
o Barring from public proposal submission (past 10 years).
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5. Scope of Services & Work Plan
o Proposed methodology, approach, and timeline.
6. Fee & Cost Proposal
o Clear identification of all costs, including billing practices and reimbursable
categories.
7. Conflict of Interest Disclosures
o Any material financial or family relationships that may create an actual or perceived
conflict of interest.
o Procedures the firm has in place (or will adopt) to mitigate conflicts.
III. CONFIDENTIAL INFORMATION
The New York State "Freedom of Information Law," Public Officers Law Article 6, permits
access to government records and may permit public access to proposals submitted in
response to this RFP. To protect any portion of responses that constitutes technical, financial
or other data whose public disclosure would cause substantial injury to a Proposer's
competitive position, or would constitute disclosure of a trade secret, a Proposer must
designate any sections of its proposal that meet those criteria. NHCC assumes no
responsibility for disclosure of unmarked data for any purpose. NHCC will review such
designations in making its determination whether disclosure is required, which determination
shall be binding on the Proposer.
IV. ANTI-DISCRIMINATION & MWBE PARTICIPATION
It is the policy of NHCC to comply with all federal, state and local laws, policies, orders,
rules and regulations which prohibit unlawful discrimination because of race, creed, color,
national origin, sex, sexual orientation, age, disability, or marital status, and to take
affirmative action in working with contracting parties to ensure that Minority and Women-
owned Business Enterprises (MWBEs), Minority Group Members and women share in the
economic opportunities generated by NHCC's participation in projects or initiatives, and/or
use of NHCC funds. NHCC's anti-discrimination or other policies that promote equal
opportunities shall apply to this initiative and MWBEs are encouraged to submit proposals.
Pursuant to New York State Executive Law Article 15-A, NHCC recognizes its obligations
under the law to promote opportunities for maximum feasible participation of certified
minority-and women-owned business enterprises (M/WBEs) and the employment of
minority group members and women in the performance of NHCC contracts.
The selected contractor shall be required to use good faith efforts to achieve the participation
of certified MWBE's as specified in this RFP or Bid, and if no participation goal is explicitly
specified, participation amounting to 20% of the total value of the fees received by the
contractor shall be the goal. As part of their proposal, respondents are required to include a
completed MWBE Utilization Plan (the "Plan") using the form attached in Appendix I as
part of their proposal. The Plan shall list each MWBE the respondent intends to utilize to
perform the contract, a description of the scope of work to be performed by each MWBE,
and the estimated or, if known, actual dollar amounts to be paid to each MWBE. Respondents
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should endeavor to utilize MWBEs as subcontractors, subconsultants, suppliers, and/or enter
into joint venture or teaming agreements with M/WBEs in order to comply with the MWBE
utilization goals. In the event that a respondent is a certified MWBE the respondent should
list itself in the Plan as performing 100% of the contract work and is not required to
subcontract with other MWBE firms.
V. PROCUREMENT LAW COMPLIANCE
State Finance Law 139-j and 139-k (collectively, the "Procurement
Requirements") apply to this RFP. The Procurement Requirements (1) govern
permissible communications between potential respondents and NHCC with
respect to this RFP during the procurement process; and (2) establish sanctions for
knowing and willful violations of the provisions of the Procurement Requirements,
including disqualification from eligibility for an award of any contract pursuant to
this solicitation.
Compliance with the Procurement Requirements requires that (a) all
communications regarding this RFP, from the issuance of this RFP through final
award and approval of any resulting contract (the "Restricted Period"), be
conducted only with the contact person(s) listed; (b) the completion by respondents
of the Disclosure of Prior Non-Responsibility Determinations and the Affirmation
of Understanding of an Agreement pursuant to State Finance Law, copies of which
are attached to this RFP as attachments to Appendix I, and (c) periodic updating of
such forms during the terms of any contract resulting from this RFP. Respondents
must submit both of these forms, properly completed, as part of their proposals. The
Procurement Requirements also require NHCC employees to obtain and report
certain information when contacted by prospective bidders during the Restricted
Period, make a determination of the responsibility of bidders and make all such
information publicly available in accordance with applicable law. If a prospective
bidder is found to have knowingly and willfully violated the State Finance Law
provisions, that prospective bidder and its subsidiaries, related or successor entities
will be determined to be a non-responsible bidder and will not be awarded any
contract issued pursuant to this RFP.
More information about State Finance Law Sections 139-j and 139-k can be found
at http://www.ogs.ny.gov/aboutOgs/regulations/defaultSFL_139j-k.asp.
VII. TERMS AND CONDITIONS
A. General Provisions
* Scope Consistency: This RFP and any resulting contract apply strictly and exclusively to
Managed Call Center for Nassau University Medical Center (NUMC). This scope
supersedes any conflicting language or legacy service references that may appear elsewhere
in this document or its supporting exhibits.
* Data Ownership and Security: All patient, clinical, and operational data - including call
recordings, metadata, and analytics-remain the sole and exclusive property of NHCC. The
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vendor shall ensure full HIPAA compliance and data portability upon termination of
services.
* Payment Terms and Late Fees: In alignment with NHCC financial standards, invoices are
payable within 30 days of receipt. No late fees, interest, or penalties shall apply to payments
made beyond 30 days of the due date.
* No Commitment to Award: This RFP is an invitation for proposals only and does not
constitute a commitment by NHCC to award a contract or to procure services. NHCC
reserves the right to accept or reject any or all proposals, to negotiate with qualified
Proposers, or to cancel this RFP in its entirety if deemed in the best interest of the
Corporation.
* Right to Internalize: NHCC reserves the right to adjust the hybrid staffing model at its
discretion, including the further internalization of staff or the modification of vendor-
provided supplemental staffing levels based on operational performance.
B. NHCC Rights
NHCC reserves, in its sole discretion, the right to:
1. Disqualify proposals that fail to meet RFP requirements.
2. Conduct private interviews with selected Proposers.
3. Select proposals that best serve NHCC's interests, regardless of cost.
4. Waive or extend deadlines.
5. Accept proposals, in whole or in part.
6. Conduct site visits or field investigations.
7. Request additional information.
8. Cancel, amend, or reissue this RFP at any time.
9. Negotiate with any, all, or none of the Proposers and discontinue negotiations at any time.
10. Request new or revised proposals, including updated financial terms.
C. Costs and Risks
All costs of preparing and submitting a proposal are the sole responsibility of the Proposer. NHCC
will not reimburse any expenses incurred in connection with this RFP or subsequent negotiations.
D. Contract Negotiations
* NHCC intends to negotiate a written agreement with the selected Proposer(s).
* The final contract will be subject to review and approval by NHCC General Counsel, and
will generally include NHCC's standard contract provisions (Schedule C and Exhibit JC).
* This RFP and the selected proposal may be incorporated into the final agreement.
* The contract will represent the entire agreement; in the event of a conflict, the contract will
control.
E. Contract Award / Approval Conditions
Any contract resulting from this RFP shall be subject to approval by NHCC leadership, the NHCC
Board of Directors, and the Nassau County Interim Finance Authority ("NIFA"), if applicable.
NHCC reserves the right to withhold contract award or contract execution pending completion of all
required forms and approvals.
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F. Assignment & Subcontracting
Proposers may not assign proposals or enter into agreements with third parties to perform services
on their behalf without NHCC's prior written consent.
G. Governing Law & Jurisdiction
This RFP and any resulting contract will be governed by the laws of the State of New York. All
legal actions must be brought in courts located in Nassau County or the U.S. District Court for the
Eastern District of New York. Proposers waive the right to a jury trial.
H. Proposal Validity & Authorization
Proposals must remain firm for at least 180 days and be signed by an authorized officer who can
bind the Proposer contractually. The proposal must also identify the individual(s) with authority to
negotiate and finalize agreements.
I. Ownership of Submissions
All proposals become the property of NHCC. By submitting, Proposers waive any claim for
damages related to misunderstanding, misrepresentation, or lack of information.
J. Ownership of Work Product
All work, data, programs, analyses, or materials developed under the contract will be deemed works
made for hire and will be the sole property of NHCC. If not legally deemed works made for hire,
Proposers agree to irrevocably assign all rights, title, and interest to NHCC, including copyright
ownership in perpetuity.
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