Maryland’s Consolidated Service Center RFP

Maryland Health Benefit Exchange has issued an RFP to procure a contact center, called the Consolidated Service Center (CSC) to support Maryland consumer inquiries for exchange services. The CSC will need to be easily accessible via toll free number and website with live agent support; utilize culturally and linguistically appropriate communication channels; provide safeguards to ensure customer privacy and data security; provide clear, accurate, responsive information tailored to meet Maryland consumer needs; and be fully compliant with American Disabilities Act requirements.