Illinois bid · open for prices

Pharmacy Call Center Services

This bid is for central fill and mail order pharmacy call center services supporting Cook County Health in Chicago, Cook County, Illinois.

Please quote central fill and mail order pharmacy call center services supporting Cook County Health in Chicago, Cook County, Illinois.

Coverage: 24/7 incoming and outgoing calls for prescription status, refills, delivery tracking, insurance questions, prior authorization follow-up, and patient outreach.
Staffing: Certified Pharmacy Technicians and Licensed Pharmacists for clinical counseling, with dedicated supervision and staffing that can expand.
Call handling: Answer at least 90% of calls within 30 seconds, keep caller hang-ups before an answer at 5% or less, and resolve at least 85% of issues on the first call.
Operations: Meet HIPAA/HITECH requirements, connect with healthcare systems, provide monthly performance reports, and support continued service during disruptions.
Location: Operate in the U.S. or a U.S. territory unless otherwise approved.
Term: Three years plus two optional one-year extensions.

Please confirm availability and send your quote by November 20, 2026.

The original documents

Deadline: November 20, 2026

See the original on cookcountyhealth.bonfirehub.com

Bidding it yourself? Get the full package and submit on Bonfire before November 20, 2026.

Coverage24/7 inbound and outbound support for prescription status, refills, delivery tracking, insurance inquiries, prior authorization follow-up, and patient outreach.
StaffingCertified Pharmacy Technicians and Licensed Pharmacists for clinical counseling, with dedicated supervision and scalable staffing.
Service levelsAnswer at least 90% of calls within 30 seconds; abandonment rate no higher than 5%; first-call resolution at least 85%.
OperationsHIPAA/HITECH-compliant services, healthcare platform integration, monthly performance reporting, and business continuity support. U.S. or U.S. territory operations required unless otherwise approved.
Term and pricingThree years plus two optional one-year extensions. Provide annual pricing, implementation fees, staffing levels, and call-volume assumptions; call volumes are not guaranteed.

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