North Dakota Medicaid Call Center Services

Background
The North Dakota Department of Health and Human Services is seeking to procure call center services for Medicaid providers and members.
The goal of this contract is to ensure effective communication and support for individuals utilizing Medicaid services in North Dakota.

Work Details
The selected vendor will provide comprehensive call center services as outlined in the Scope of Service. This includes:
- General Requirements: Establishing a call center that meets the needs of North Dakota Medicaid providers and members.
- Service Level Agreement (SLA) Requirements: Adhering to specific performance metrics and response times.
- Call Quality: Implementing quality assurance measures to ensure high standards of service.
- Call Center Staff Training Requirements: Providing training programs for staff to enhance service delivery.
The vendor must demonstrate their ability to transition operations from any incumbent vendor by July 1, 2025, if necessary, with a transition period from April 1, 2025, to June 30, 2025.

Period of Performance
The contract will commence on April 1, 2025, and will run through June 30, 2027.
There is an option for the state to extend the agreement for an additional period not exceeding 12 months beyond the current termination date.

Place of Performance
The services will be performed within the state of North Dakota.