HHS - NPDB Customer Service & Program Operations - MRAS

The Department of Health and Human Services (HHS), through the General Services Administration (GSA), is conducting market research to gather information on capabilities related to supporting the National Practitioner Data Bank (NPDB) Customer Service & Program Operations Center (CSPOC). The NPDB, managed by the Bureau of Health Workforce (BHW) within the Health Resources and Services Administration (HRSA), plays a critical role in ensuring healthcare integrity by serving as a repository for information on medical malpractice payments, adverse actions, and other relevant data concerning healthcare practitioners. The overall goal is to enhance healthcare quality by preventing fraud and abuse through comprehensive data collection and dissemination.

The work being solicited involves providing a range of services to support the NPDB's mission. This includes offering customer service support through call center operations, handling program operations such as processing personal account subscriptions, managing entity registrations, reviewing manual matching algorithms when necessary, and reconciling fee collections. Additionally, contractors will be responsible for documenting user interactions in a Customer Relationship Management (CRM) system, resolving user requests efficiently, recording calls for quality assurance purposes, conducting satisfaction surveys post-interaction, and escalating issues appropriately. Ensuring that Standard Operating Procedures are maintained and that staff remains informed about software updates is also crucial.

Moreover, contractors will need to demonstrate recent experience in managing high-volume customer service environments that integrate phone, email, web channels with CRM platforms like Salesforce. They should also have experience in monitoring operational metrics such as call volumes and handling times to drive service improvements. The role requires proficiency in managing identity validation processes during registration workflows and handling sensitive information with care. Contractors must be adept at producing operational reports and maintaining accurate documentation while supporting compliance activities related to federal programs.

The work will primarily be performed off-site at contractor facilities with specific government-furnished equipment provided as needed per order specifications. The period of performance for this Blanket Purchase Agreement is structured over a base period of 12 months with four additional 12-month option periods available. This flexible acquisition vehicle aims to ensure continuity in meeting NPDB's objectives related to customer experience enhancement, program integrity maintenance, stakeholder engagement improvement, modernization initiatives support, and continuous process improvement.