RFQ 26-184 - Virtual Patient Engagement and Navigation Service

Description SUNY Downstate Health Sciences University intends to procure the services of a qualified vendor to provide a Virtual Patient Engagement and Navigation Service. The Virtual Patient Engagement and Navigation Service must include ALL of the following: System Administration/Case management The service must be delivered by clinicians (nurses and medical assistants) via SMS texting and phone calls. Clinicians must be able to translate between English, Spanish, and Haitian Creole Clinicians must be able to use AI to optimize patient flow, engagement, and activation and provide personalized, real-time help to patients. Scheduling Management Scheduling and rescheduling appointments Appointment reminders Visit verification Follow-up with patient post appointment Support inbound patient registration Chart review and coding review for supplemental data submission Patient counseling and education Addressing Social determinant of Health as needed Medication Adherence review Interoperability Integration and Interface with an Electronic Medical Record System (similar to either Allscripts, Cerner or Epic) Support standard interoperability protocols (HL7, FHIR) to ensure seamless and standardized data exchange and connectivity with State and Federal Health Information Exchanges/Networks. Data Security and Reporting The vendor must demonstrate compliance with Industry recognized and SUNY-wide/Downstate AI governance frameworks that address fairness, transparency, accountability, and bias mitigation in their AI-driven services and able to produce real time dashboard that provides ALL of the following: performance metrics per quality measure, both at a population level and an individual level performance metrics by health plan performance metrics by week over week full transcripts of each patient interaction (SMS, voice calls), including translation to English from non-English interactions the performance data is exportable to excel format The Virtual Patient Engagement and Navigation Service must have the ability to audit and create compliance reports (on annual or ad-hoc basis as required by SUNY) that describe the AI models and algorithms in use, updates or changes since the last report, bias detection and mitigation strategies employed, details on patient data privacy and security measures specific to the use of AI copilot in delivering the service, validation and testing results demonstrating AI performance across diverse patient populations, evidence or metrics demonstrating effectiveness, including any identified AI-related risks or incidents, along with corrective actions taken. Vendor Background The proposing vendor must be able to communicate and regularly meet (or as required) with Downstate's team via an agreed communication channel (email, phone and a secure chat platform - SUNY-DHSU currently uses Teams) to address any question or needs that require Downstate's participation. The proposing vendor must be able to ensure discharge summaries are sent promptly to primary care provider within 7 days for lower-risk patients; and within 48 hours for higher-risk patients. The proposing vendor must document its translation methodology, including use of certified medical translators for Haitian Creole, Spanish, and other priority languages, and maintain quality assurance processes, accuracy monitoring, performance metrics, and scalable language support. The proposing vendor must be able to contact patient within 48hours of discharge to schedule follow up appointment with Primary care provider and discuss or address concerns with medication, including reviewing and verifying medication use, answering any medication question and assessing for compliance. Contract Award SUNY Downstate Health Sciences University will make this award under its discretionary authority, pursuant to NYS Education Law 355(5)(b). There is no formal RFP or IFB. A sealed bid opening will not be held. Inquiries are to be made by email only to [email protected]. SUNY-DHSU reserves the right to make no award. Submissions/Responses should include: Scope of Work that details how the offeror will address the scope of services described in the procurement Sample project implementation plan Vendor Experience – providing a Virtual Patient Engagement and Navigation Service that provides patient support, in multiple languages, via SMS and phone calls. The service should be delivered by clinicians (nurses and medical assistants) and copiloted by AI to optimize patient flow, engagement, and activation. References – 3 references similar in size and scope of SUNY Downstate. One Reference must be based in New York. Cost Proposal-must be all inclusive flat fee- considering technology fee, minimum and maximum outreach capability, minimum and maximum target completed visits and discharge planning Business enterprises awarded an identical or substantially similar procurement contract within the past five years: Twig Health Solutions Inc. Service-Disabled Veteran-Owned Business (SDVOB) SDVOB Goal: 0.00% Minority / Women Business Enterprise contracting goals (MWBE) MBE Goal: 0.00% WBE Goal: 0.00% Disadvantaged Business Enterprise contracting goals (DBE) DBE Goal: 0.00%