ESTATE-12134 - USA (Indiana) - Enrollment Broker Services - Deadline October 28,2026

(1) Vendor needs to provide enrollment broker services for the medicaid managed care programs to the government authority located in Indiana.a. Enrollment Broker Helpline Services1) Helpline Maintenance and Management: maintain and manage the existing Statewide toll–free Helpline number to assist members with selections or change requests, questions, concerns, or complaints– The Contractor must staff the Helplines to provide sufficient “live voice” (a staff member answering and handling the calls) access to its members for, at a minimum, forty–five (45) hours a week, Monday through Friday 8:00 AM to 5:00 PM, Eastern Time Zone.– The Contractor shall also make oral interpretation services available to the visually–impaired2) Interactive Voice Response (IVR): Implement and maintain a State approved IVR system with fully integrated call routing functionality.3) Call Recording and Monitoring: record all calls for quality control, program integrity and training purposes.– Outbound Call Requirements: limit the number of Pathways outbound calls to up to two if the member has an authorized representative, with one call going to the member and one to the authorized representative if the member was not reached on the first call– Customer Relationship Management (CRM) System: utilize a customer relationship management (CRM) system that provides a consolidated contact center solution.