RFI for Medicaid SNAP Call Center

Background
The Louisiana Department of Health (LDH) is responsible for administering the Louisiana Medicaid program, serving over 1.6 million individuals statewide. The transfer of the Supplemental Nutrition Assistance Program (SNAP) from the Department of Children and Family Services (DCFS) to LDH operations, effective October 1, 2025, necessitates the establishment of a fully functional, consolidated Call Center to provide customer service for these programs. This initiative aims to address fluctuating call volumes and enhance disaster response capabilities.

Work Details
The RFI seeks information on the design, development, and implementation of a Customer Service Call Center that will serve all LDH programs including Medicaid and SNAP. Key services include:
- Accepting applications and renewals via phone and electronic channels
- Processing returned mail
- Conducting outbound calls
- Responding to inquiries related to Medicaid, SNAP, TANF, and other initiatives
- Managing an AI Interactive Voice Response (IVR) system
- Providing multilingual support primarily in English and Spanish
- Maintaining real-time monitoring and workforce management capabilities
- Ensuring compliance with HIPAA and state regulations.

The solution must include cloud-based IVR systems, integration with LDH’s Enterprise Architecture, secure data transmission protocols, and a formal Quality Assurance program to monitor service performance.

Period of Performance
The RFI responses are due by December 22, 2025. The timeline for implementation will be determined based on the information gathered through this RFI.

Place of Performance
All services must be performed within the continental United States.

Bidder Requirements
Respondents should demonstrate experience in large-scale customer service operations for public sector health agencies. They must outline their approach to staffing models, quality assurance frameworks, technology integration capabilities, data security practices compliant with HIPAA and state policies, as well as their ability to provide multilingual services.