Customer Support Center Services
ID: RFP HBE 25-002
• State: Washington
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Description
Background
The Washington Health Benefit Exchange (Exchange) is issuing this Request for Proposals (RFP) to solicit proposals from qualified Vendors to deliver comprehensive Customer Support Center services. The Exchange is the State of Washington’s health insurance marketplace, facilitating access to health insurance options for residents. The mission of the Exchange is to improve the experience of securing health insurance through innovative solutions and a user-friendly customer experience. The selected Vendor will support individuals navigating the Washington Healthplanfinder platform, addressing questions about health program eligibility and enrollment, and providing various customer service functions.
Work Details
The Vendor will provide Customer Support Center (CSC) services including:
- Supporting customers with inquiries related to health program eligibility, application processes, and enrollment in Qualified Health Plans (QHPs) and Washington Apple Health (Apple Health).
- Handling general inquiries regarding tax credits, financial assistance, and eligibility criteria.
- Assisting customers with plan shopping and selection using tools like Smartplanfinder.
- Processing applications, ensuring data accuracy, and communicating application results.
- Providing customer support through multiple communication channels such as voice calls, Live Chat, email, text messaging, and ASL support.
- Implementing advanced technology solutions to enhance efficiency and customer experience.
- Conducting customer surveys to capture satisfaction levels and drive continuous improvement.
Period of Performance
The anticipated period of performance will be from September 1, 2026, or the date of execution through June 30, 2032. Implementation is expected from the contract execution date until June 30, 2027, with services going live on July 1, 2027. The Exchange may extend the period of performance through June 30, 2035.
Place of Performance
The services will be performed within the United States as all staff must be located there.
Bidder Requirements
Vendors must be licensed to conduct business in Washington State within thirty days of being identified as the Apparent Successful Vendor (ASV). They must have at least three years of experience managing healthcare-insurance related Customer Support Center services for two separate clients within the last ten years. Vendors must not be debarred or suspended from federal contracts and must demonstrate a satisfactory risk assessment based on a Dun and Bradstreet report. The Exchange encourages participation from minority-, women-, veteran-owned businesses but does not mandate minimum participation.
The Washington Health Benefit Exchange (Exchange) is issuing this Request for Proposals (RFP) to solicit proposals from qualified Vendors to deliver comprehensive Customer Support Center services. The Exchange is the State of Washington’s health insurance marketplace, facilitating access to health insurance options for residents. The mission of the Exchange is to improve the experience of securing health insurance through innovative solutions and a user-friendly customer experience. The selected Vendor will support individuals navigating the Washington Healthplanfinder platform, addressing questions about health program eligibility and enrollment, and providing various customer service functions.
Work Details
The Vendor will provide Customer Support Center (CSC) services including:
- Supporting customers with inquiries related to health program eligibility, application processes, and enrollment in Qualified Health Plans (QHPs) and Washington Apple Health (Apple Health).
- Handling general inquiries regarding tax credits, financial assistance, and eligibility criteria.
- Assisting customers with plan shopping and selection using tools like Smartplanfinder.
- Processing applications, ensuring data accuracy, and communicating application results.
- Providing customer support through multiple communication channels such as voice calls, Live Chat, email, text messaging, and ASL support.
- Implementing advanced technology solutions to enhance efficiency and customer experience.
- Conducting customer surveys to capture satisfaction levels and drive continuous improvement.
Period of Performance
The anticipated period of performance will be from September 1, 2026, or the date of execution through June 30, 2032. Implementation is expected from the contract execution date until June 30, 2027, with services going live on July 1, 2027. The Exchange may extend the period of performance through June 30, 2035.
Place of Performance
The services will be performed within the United States as all staff must be located there.
Bidder Requirements
Vendors must be licensed to conduct business in Washington State within thirty days of being identified as the Apparent Successful Vendor (ASV). They must have at least three years of experience managing healthcare-insurance related Customer Support Center services for two separate clients within the last ten years. Vendors must not be debarred or suspended from federal contracts and must demonstrate a satisfactory risk assessment based on a Dun and Bradstreet report. The Exchange encourages participation from minority-, women-, veteran-owned businesses but does not mandate minimum participation.
Overview
Opportunity ID
RFP HBE 25-002
Response Deadline
Dec. 1, 2025
Past Due
Date Posted
Aug. 18, 2025
Source
Source Notes
Source does not have a linkable page for this opportunity. To find the opportunity, go to the Source website listed above and search for the Opportunity ID.
Pre-Bid Conference
Vendor Conference (Attendance Optional)
Est. Value Range
Experimental
$5,000,000 - $15,000,000
(AI estimate)
Agency Distribution
High
On 8/18/25 Washington Health Benefit Exchange in Washington issued Customer Support Center Services with ID RFP HBE 25-002 due 11/30/25.
Contacts
Documents
Posted documents for Customer Support Center Services
Opportunity Assistant
AI Analysis
AI Generate
Additional Details
System Identifier
55937
Codes
883-18 - Auto Attendant Telephone Systems883-19 - Automatic Call Distribution (ACD) Systems883-32 - Computer Telephony Integration (CTI) Systems883-43 - Interactive Voice Response (IVR) Systems883-80 - Telephone Switching (PBX) Systems915-20 - Call Center Services915-49 - High Volume, Telephone Call Answering Services (See 915-05 for Low Volume Services)
Counties
Adams, Asotin, Benton, Chelan, Clallam, Clark, Columbia, Cowlitz, Douglas, Ferry, Franklin, Garfield, Grant, Grays Harbor, Island, Jefferson, King, Kitsap, Kittitas, Klickitat, Lewis, Lincoln, Mason, Okanogan, Pacific, Pend Oreille, Pierce, San Juan, Skagit, Skamania, Snohomish, Spokane, Stevens, Thurston, Wahkiakum, Walla Walla, Whatcom, Whitman, Yakima