Managed Call Center Solution

Agency:	Nassau University Medical Center
State:	New York
Type of Government:	State & Local
NAICS Category:	541512 - Computer Systems Design Services 541519 - Other Computer Related Services
Posted Date:	Jun 12, 2026
Due Date:	Jun 22, 2026
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NASSAU HEALTH CARE CORPORATION

(a/k/a the NuHealth System)

REQUEST FOR PROPOSAL (RFP)

FOR

MANAGED CALL CENTER SOLUTION

REQUEST FOR PROPOSAL #: 004-2026

Introduction

Nassau Health Care Corporation (“NHCC”) is seeking proposals from qualified technology and

healthcare service providers for a Managed Call Center Solution supporting Nassau University

Medical Center (“NUMC”).

This initiative is a core strategic priority for the Medical Center. Unlike traditional outsourced

models, NHCC will maintain a core internal leadership and clinical liaison team while leveraging

the selected partner to provide the technology platform, operational scale, supplemental staffing,

and management services necessary to establish a high-performing clinical front door for NUMC.

NHCC requires a sophisticated, tech-enabled ecosystem that streamlines the patient’s journey from

initial contact through clinical encounter. The objective is to achieve best-in-class performance in

speed-to-answer, first-call resolution, scheduling accuracy, reduced call abandonment rates,

operational responsiveness, and overall patient experience with lean operational overhead.

The selected partner is expected to serve as an operational extension of NUMC leadership,

prioritizing execution, accountability, operational efficiency, and scalable workforce management.

The solution must provide NHCC leadership with real-time operational visibility into patient access

performance metrics, enabling data-driven oversight and supporting NUMC’s mission and role as

Nassau County’s essential safety-net hospital.

Proposal Requirements

Proposals must comply with all instructions outlined in this RFP. Submissions that are incomplete

or fail to meet the specified requirements may be rejected without review.

Any contract awarded as a result of this RFP will supersede all prior contracts, bids, or agreements

related to Patient Access and Call Center Services at NHCC.

Communication Guidelines

All written communications regarding this RFP - including email correspondence - must clearly

reference the RFP title and number in the subject line to ensure proper handling.

Contacts and Submission

Nassau Health Care Corporation

Department of Legal Affairs

2201 Hempstead TurnpikeEast Meadow, NY 11554

RFPSubmissions@numc.edu

Anticipated Schedule*

o Issue RFP

June 9, 2026

o Deadline for Questions

June 22, 2026

o Proposals Due

July 1, 2026 at 3:00 p.m.

o Interviews, if Required

To Be Determined

* Dates indicated above are subject to change at the sole discretion of Nassau Health Care Corporation.

SCHEDULE A

I. GENERAL INFORMATION

A. Background

Nassau Health Care Corporation (“NHCC”), also known as the NuHealth System, is a New York

State public benefit corporation established under the Public Authorities Law. NHCC operates:

• Nassau University Medical Center (NUMC): A 530-bed tertiary care teaching hospital.

• A. Holly Patterson Extended Care Facility (AHP): A 589-bed skilled nursing facility.

• Community Health Practices (CHP): Operated in partnership with Long Island FQHC, Inc.,

a non-profit, consumer-driven organization serving the region’s most vulnerable

populations.

NHCC is committed to delivering high-quality care, advancing medical education, and serving as

the safety-net health system for Nassau County residents.

Nassau University Medical Center (NUMC): Founded in 1935, NUMC is the County’s primary

source of advanced medical care. Its 19-story tower houses the region’s premier Level I Trauma

Center and serves as a hub for medical education through affiliations with the New York Institute of

Technology College of Osteopathic Medicine, the New York College of Pediatric Medicine, the

American University of the Caribbean School of Medicine, and the Donald and Barbara Zucker

School of Medicine at Hofstra/Northwell.

A. Holly Patterson Extended Care Facility (AHP): Nationally recognized as a model for skilled

nursing services, AHP provides innovative, patient-centered care that addresses residents’ physical,

emotional, and social needs in a supportive, healing environment.

Community Health Practices: NHCC’s community-based centers deliver comprehensive,

accessible, and preventive care to underserved communities across Long Island, ensuring every

resident has access to a trusted “medical home.”

B. Proposal Overview

NHCC seeks a qualified vendor to provide:

o A centralized Patient Access & Managed Call Center platform

o Vendor-provided supplemental staffing and operational support services

o Implementation, onboarding, and workflow configuration services

o System integration and reporting capabilities

o Training and ongoing operational support

The solution must enable NHCC to:

o Support appointment scheduling, pre-registration, referral coordination, and continuity-of-

care workflows

o Improve patient access responsiveness, scheduling efficiency, and first-call resolution

o Provide real-time operational reporting and performance analytics

II. SERVICES SPECIFICATIONS

A. Scope of Work / Requested Services

The selected partner shall provide a Managed Call Center Solution for Nassau University Medical

Center (“NUMC”), including the technology platform, supplemental staffing, reporting capabilities,

and related support services necessary to support centralized centralized ambulatory call center

operations.

B. Scope of Services

1. Call Center Solution

The selected vendor shall provide a managed call center platform for NHCC’s ambulatory

practices, supplemental staffing, and related operational support services, including:

a. Appointment scheduling, rescheduling, pre-registration, and referral coordination

b. Real-time insurance verification

c. HIPAA-compliant patient communication services

d. Support NHCC value-based care communications

e. Multi-channel patient communications including phone, SMS/text, email, and web-based

workflows

f. Language access and multilingual communication support capabilities. At a minimum,

English and Spanish should be supported. NHCC requires that any supplemental staff be

able to learn and use NHCC language translation services.

2. Reporting, Analytics & Operational Oversight

The platform must provide operational transparency and performance visibility supporting

NHCC leadership and operational oversight, including:

a. At a minimum, vendor reporting should include key performance metrics, including, but

not limited to speed-to-answer, abandonment rates, first-call resolution, and scheduling

activity.

b. Vendor should describe patient satisfaction reporting capabilities.

a. Workforce oversight and operational coordination for vendor-provided staffing

resources

b. Quality assurance (“QA”) methodologies

c. Training, onboarding, and workflow support

4. Technology, Integration & Security

The platform must support secure, scalable, and interoperable patient access operations,

including:

a. Integration with NHCC's current and future-state clinical, registration, scheduling,

billing, and telephony environments. Vendor must describe its approach to integrating

with each of the systems identified below, including supported interface methods, prior

implementation experience, and any anticipated dependencies or limitations.

b. Current-State Environment:

o Clinical/EMR: Altera Sunrise Clinical Manager (SCM) 25.1

o Registration, Scheduling & Billing: Eagle 2000

o Telephony: Alcatel-Lucent enterprise contact center platform (on-premises)

c. Future-State Environment:

o NHCC anticipates one or more enterprise platform transitions during the term of

any resulting contract, which may include replacement of the current EMR

and/or registration/scheduling/billing systems with platforms such as Oracle

Health and Oracle Financials, Epic EMR and Epic Financials, or comparable

enterprise solutions.

o Vendor must describe its approach to maintaining integration continuity across

such transitions, including its experience integrating with the platforms identified

above and any associated cost, timeline, or operational implications.

o Telephony Integration Requirements: Regardless of whether the vendor-provided

platform replaces NHCC's existing call center software, the solution must

integrate with NHCC's existing Alcatel-Lucent telecom infrastructure.

o Vendors should clearly indicate whether their proposed solution: operates on top

of NHCC's existing call center software; replaces NHCC's current call center

software while continuing to integrate with the underlying Alcatel-Lucent

telecom platform; or offers both options. Vendors must describe supported

integration methods (e.g., SIP trunking, CTI, API-based integration) and prior

experience integrating with Alcatel-Lucent environments.

o HL7, FHIR, API-based, and other secure interoperability capabilities

o Workflow automation, patient engagement, and operational escalation

management capabilities

o Role-based access controls, audit logging, and cybersecurity protections

o HIPAA compliance and applicable regulatory/security requirements

5. Implementation, Support & Innovation

a. Implementation planning, workflow configuration, onboarding, and go-live support

b. End-user training and operational support services

c. Service level agreements (“SLAs”) and escalation support procedures

d. Business continuity and disaster recovery capabilities

III. DELIVERABLES

The selected vendor shall provide:

a. Fully operational healthcare call center and patient access services, including supplemental

staffing support.

b. Operational implementation and onboarding support

c. Reporting dashboards and analytics tools

d. Quality assurance and workforce management programs

e. Patient satisfaction and feedback methodologies

f. Training materials and operational documentation

g. Business continuity and disaster recovery procedures

h. Ongoing operational support services

IV. MINIMUM QUALIFICATIONS

The Proposer must demonstrate:

a. Minimum three (3) years of healthcare-related call center experience

b. Experience supporting hospital systems or FQHCs

c. Demonstrated experience supporting patient outreach, continuity-of-care initiatives,

preventive care campaigns, and related patient engagement activities

d. Demonstrated HIPAA compliance and healthcare regulatory expertise

e. Strong patient satisfaction and operational performance history

f. Financial stability and organizational capacity to support a healthcare system of NHCC’s

size and complexity

g. Vendor must be able to support, at a minimum, a volume of 10,000 calls per month

V. EVALUATION CRITERIA

Proposals will be evaluated based upon;

a. Cost effectiveness and financial value– 50%

b. Vendor expertise and quality of proposed solution – 50%

VI. PRICING REQUIREMENT

Vendor must clearly provide:

a. Staffing and operational pricing structure

b. Implementation and onboarding cost

c. Ongoing operational support fees

d. Technology and licensing costs, if applicable

e. Any optional or variable pricing components

VII. DATA OWNERSHIP, COMPLIANCE AND TRANSITION

a. All NHCC data shall remain the sole property of NHCC

b. Vendor must maintain HIPAA-compliant data management practices

c. Vendor must maintain secure data export and transition capabilities

d. Vendor must cooperate with NHCC to ensure orderly operational transition upon

termination or expiration of services

e. Vendor must support transition of workflows, operational reporting, and applicable

documentation upon termination

This page summarizes the opportunity, including an overview and a preview of the attached documents.

Solicitation:	Managed Call Center Solution
Title:	6/9/26
Solicitation Type:	6/22/26
Status:

Managed Call Center Solution

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