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Pharmacy Interactive Voice Response (IVR) System

ID: 2120309 • State: New York
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Description

Roswell Park is seeking proposals for a Pharmacy Interactive Voice Response (IVR) System. Specifically, Roswell Park seeks proposals from a Pharmacy Interactive Voice Response (IVR) provider offering a product that is compatible with Roswell Park's Pharmacy Software Vendor, PioneerRx. Pharmacy IVR systems offer digital call routing and prompts with inbound and outbound calling options that streamline pharmacy workflow and improve experience for both patients and providers. Reduced call volume allows for increased productivity and reduces distractions, freeing up staff to provide patient care and focus on daily tasks.

The IVR system will be installed at two separate health-system specialty pharmacy locations owned and operated by Roswell Park Cancer Institute Corporation to be used by patients, providers, and employees of Roswell Park Pharmacy. The desired IVR system solution will allow for the IVR system to handle significant call volume for specialty pharmacy staff. The system should offer automation for routine tasks such as prescription refills, confirming pharmacy hours of operation, and prescription status. The IVR solution's workflow should be seamless and integrate with both pharmacy software and Roswell Park's existing phone system. Ideally, the IVR system would also offer a call reporting functionality that can support URAC or ACHC accreditation using Roswell Park pharmacy's existing Cisco phone network.

Service-Disabled Veteran-Owned Set Aside: No

Minority Owned Sub-Contracting Goal: 15%

Women Owned Sub-Contracting Goal: 15%

Service-Disabled Veteran-Owned Business Contracting Goal: 0%

Disadvantaged Owned Sub-Contracting Goal: 0%

Due date:04/10/2025 2:00 PM

Contract term: any resultant Agreement will be effective as of the effective date stated therein and will continue for an initial term of three (3) years thereafter (the Initial Term ). Upon expiration of the Initial Term, the Resultant Agreement may be renewed for two (2) successive one (1) year renewal term

County(ies): Erie

Business entities awarded an identical or substantially similar procurement contract within the past five years:

n/a

Background
Roswell Park Cancer Institute Corporation, located in Buffalo, New York, is seeking proposals for a Pharmacy Interactive Voice Response (IVR) System. The mission of Roswell Park is to eliminate cancer's grip on humanity through personalized approaches and the healing power of hope. The goal of this contract is to implement an IVR system that enhances pharmacy workflow and improves the experience for patients and providers by reducing call volume and increasing productivity.

Work Details
The IVR system must be compatible with PioneerRx pharmacy software and include capabilities for both inbound and outbound automated calling. It should handle significant call volumes at two health-system specialty pharmacy locations owned by Roswell Park. The system will automate routine tasks such as prescription refills, confirming pharmacy hours, and checking prescription status.

It must ensure HIPAA compliance for patient data security, maintain high reliability and uptime, and be available 24/7. Additionally, the IVR solution should integrate seamlessly with existing phone systems and provide call reporting functionality that supports URAC or ACHC accreditation.

Period of Performance
The contract will have an initial term of three years from the effective date, with the possibility of two one-year renewal terms upon mutual agreement.

Place of Performance
The services will be performed at two separate health-system specialty pharmacy locations operated by Roswell Park in Erie County, New York.
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Overview

Agency
Roswell Park Cancer Institute Corp. Logo Roswell Park Cancer Institute Corp. [NY]
Opportunity Type
General
Opportunity ID
2120309
Response Deadline
April 10, 2025 Past Due
Date Posted
March 20, 2025
Est. Value Range
Experimental
$50,000 - $200,000 (AI estimate)
Agency Distribution
High
Source
Open
Source Notes
Must be signed in to the New York Contract Reporter to view the opportunity.
On 3/20/25 Roswell Park Cancer Institute Corp. in New York issued General Pharmacy Interactive Voice Response (IVR) System with ID 2120309 due 4/10/25.

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Documents

Posted documents for Pharmacy Interactive Voice Response (IVR) System

Classifications

Opportunity Classification
Medical & Laboratory Equipment - Consulting & Other Services
NAICS
334516 - Analytical Laboratory Instrument Manufacturing
PSC
W065 - Lease Or Rental Of Equipment- Medical, Dental, And Veterinary Equipment And Supplies

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