Hospital Telephone Switchboard and Operation Services

In support of Walter Reed National Military Medical Center (WRNMMC), the Contractor shall provide a comprehensive solution which includes all necessary equipment, licenses, facilities, and personnel for Hospital Telephone Switchboard Operator Services that will proactively receive, transfer, assess, track, and monitor all inbound calls. The volume of calls is estimated at 190,000 calls per year with approximately 90% of call occurring on weekdays (Mon-Fri). The Contractor shall provide a telephone information service 24 hours a day, 365 days/year. The Hospital Telephone Operator Service shall provide answers to general information queries that are presented via phone regarding normal business hours (usually 0730-1600 Monday through Friday), location of clinical and non-clinical areas, and general directions to hospital wards, clinics, and offices. The Hospital Telephone Operator Service shall provide telephone directory assistance 24 hours a day, 365 days/year. The Hospital Telephone Operator Service shall provide information regarding general hospital policies, e.g. visiting hours, and where to look for lost items.