HBX RFP- Call Center Services

The Health Benefit Exchange Authority (DCHBX) in Washington, DC is seeking a vendor to provide comprehensive call center services to support its health benefit enrollment and member assistance programs. This RFP outlines the need for a full‑service contact center capable of handling high‑volume inbound calls, outbound outreach, and related administrative tasks. The contract will be open‑ended, with the award expected shortly after the submission deadline, and will require the contractor to adhere to federal procurement regulations. • Provide inbound call handling for enrollment, eligibility verification, and member inquiries. • Conduct outbound outreach for enrollment drives, reminders, and follow‑up communications. • Offer multilingual support, data reporting, and performance metrics as defined by DCHBX. • Ensure compliance with HIPAA and other relevant privacy and security standards. • Supply staffing, technology, and training to maintain service levels throughout the contract term.