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By Nick Wakeman

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Nick Wakeman

CMS unveils final solicitation for training contract

As we reported would happen earlier this week, has released the final solicitation for a small business contract to acquire training and content development services in support of personnel working at CMS call centers.

Known as the CMS Contact Center Training and Content or CTC contract, the vehicle will likely be a single award. But CMS has said it reserved the right to make the vehicle a multiple-award contract. There is no cost estimate yet for the contract.

Proposals are due Nov. 19.

CMS wants to hire a contractor to develop and maintain training content and materials for CMS customer service representatives at its 1-800-MEDICARE call center and the call center for the health insurance exchange.

Contact center representatives have a wide range of scripts the use to help calls. There are 44 different topic areas that include the appeals process, home health, hospice, medical necessity, eligibility and enrollment, and referrals.

The awardee would provide services around content development, training, continuous improvement, and program management.

CMS is using a two phase evaluation format. In phase one, bidders would submit information on their experience and answer training and content challenges.

Bidders that CMS determines have a chance to win the contract will move to phase two. Those companies then submit their technical proposals, staffing and management approaches, past performance, and cost models.

The contract will have a one-year base with four one-year options.

Posted by Nick Wakeman on Oct 14, 2021 at 12:21 PM


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