Partner Call Center for the Association of Statutory Health Insurance Physicians North Rhine
The North Rhine Association of Statutory Health Insurance Physicians (KV) is a corporation under public law. With its approximately 19,500 members, it ensures outpatient medical and psychotherapeutic care for around 9.5 million inhabitants in North Rhine.
Its tasks include ensuring the quality of medical services, distributing fees among contract doctors, psychological psychotherapists, child and adolescent psychotherapists and hospital doctors authorised to provide outpatient treatment, representing their interests vis-à-vis health insurance funds and organising medical on-call service.
In this context, the North Rhine Association of Statutory Health Insurance Physicians (KVNO) is also the point of contact for all doctors and psychotherapists in private practice in this area. It provides support and advice on all questions relating to billing, branches, further training and many other topics, some of which are politically influenced.
The KVNO already operates some services for both doctors and citizens of this area. In addition, sometimes special events mean that the KVNO must react quickly and be reachable - examples of this are the corona pandemic and the flood disaster in the Ahr Valley.
Due to the increased contact volume and high volatility, this cannot be consistently achieved by the KVNO's own resources and those of the existing partner call center.
The subject of the call is a 24/7 partner call center, which takes over the first-level support in various subject areas. These are various services that are to be built up successively over a longer period of time. A service refers to one or more input channels (telephone number and e-mail address), which are thematically summarized. All services are consulting services, information on the status of the company and assistance in all aspects of the client's service offerings.
Inbound calls are the subject of processing.
For the submission of a binding offer, the bidder expects the following estimates: Approx. 555,000 calls per year
The planned contract term is from 01.06.2023 to 31.05.2026. The contract can be extended twice by twelve months each if both contracting parties agree in writing on the extension no later than four months before the end of the respective contract. A trial year is agreed for the first year of the contract.
Details can be found in the tender documents.