Virtual Patient Engagement and Navigation Service

This Request for Proposals (“RFP”) solicits offers from qualified vendors (alternatively “Proposer”, “Offeror”), of which vendor will be selected to provide a Virtual Patient Engagement and Navigation Service to SUNY Downstate Health Sciences University (“SUNY-DHSU”). 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. The system must be able to schedule and reschedule appointments, send appointment reminders, verify visits, follow-up with patient post appointment, support inbound patient registration, chart review and code review for supplemental data submission, provide patient counseling and education, address social determinants of health as needed, and conduct medication adherence review · Interoperability. The system must have the capability to integrate and/or interface with an Electronic Medical Record System (similar to either Allscripts, Cerner or Epic), and must be able to 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 proposing 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: (a) performance metrics per quality measure, both at a population level and an individual level, (b) performance metrics by health plan (c) performance metrics by week over week, (d) full transcripts of each patient interaction (SMS, voice calls), including translation to English from non-English interactions. The performance data must be 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-DHSU) 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. 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: 6.00% Minority / Women Business Enterprise contracting goals (MWBE) MBE Goal: 15.00% WBE Goal: 15.00%