RFP-15688 Public Facing Patient Support Call Center

• Provide 7 a.m.–7 p.m. Monday‑Friday inbound call‑center support for MyChart and COVID‑FAQ callers (≈ 1,200 calls/day total). • Deliver bilingual (English/Spanish) customer service, use Parkland’s IVR to route calls, and record calls for ≥ 90 days. • Meet performance targets: ASA ≤ 4 min, AHT ≤ 3 min + 1 min wrap‑up, abandonment ≤ 13 %, CSAT ≥ 92 %. • Submit a separate pricing spreadsheet (Exhibit D) and complete required MWBE participation forms.