Medicaid Hotline & Enrollment Broker RFP

As prescribed in Section 6.5, the Offeror’s total complete proposal submission (the original Technical and Cost Proposals, all required copies, and the electronic copies (USB drives) must be received by ODM no later than 2:00 p.m . EST on November 14, 2024.

In accordance with the Code of Federal Regulations (CFR) Title 42 § 438.810, Ohio will provide a Medicaid managed care enrollment broker customer service agent for individuals on Medicaid, and the general public, who are seeking information about Ohio’s Medicaid program. The Ohio Department of Medicaid (ODM) releases this Request for Proposals (RFP) for the purpose of obtaining a vendor to operate and manage the Ohio Medicaid Consumer Hotline and provide enrollment broker services (referred to throughout this RFP as “the Hotline”). ODM is seeking vendors for this service who are experienced in Medicaid and/or commercial health care, managed care enrollment brokering, customer service, call center management, telephone services, and have significant expertise in information technology for call center operations, including analysis, design, networking, and maintenance . Proposals must clearly demonstrate the vendor’s capability of providing services as described in this RFP. The Selected Vendor must be able to provide knowledgeable customer service agents, provide managed care enrollment services to authorized recipients, provide choice counseling and education, operate an information technology infrastructure that meets the service needs, maintain an online managed care provider directory, manage premium collection services, and offer a multi-channeled communication format.