Virtual Patient Engagement and Navigation Service

The State University of New York Downstate Health Sciences University is seeking a vendor to provide a virtual patient engagement and navigation service. The agency needs to solve challenges related to system administration, case management, and scheduling management through clinician-led support. The service must be delivered by nurses and medical assistants via SMS texting and phone calls. The requested scope of work covers scheduling and rescheduling appointments, sending appointment reminders, verifying visits, and following up with patients post-appointment. The selected provider must support inbound patient registration, chart review, and code review for supplemental data submission. Additionally, the service must provide patient counseling and education, address social determinants of health as needed, and conduct medication adherence reviews. The agency requires the system to integrate or interface with Electronic Medical Record Systems similar to Allscripts, Cerner, or Epic. The platform must support standard interoperability protocols to ensure seamless and standardized data exchange with State and Federal Health Information Exchanges and Networks. The agency also requires compliance with industry-recognized and Downstate AI governance frameworks that address fairness, transparency, accountability, and bias mitigation. The system must produce a real-time dashboard that provides performance metrics per quality measure at both the population and individual levels. This dashboard must also display performance metrics by health plan, weekly performance trends, and full transcripts of each patient interaction, including English translations for non-English communications. Eligible bidders must be onshore organizations based solely in the United States. The agency specifies that all work will be performed offsite. The agency has not disclosed a set budget and is looking for proposals to determine the cost. No key dates are provided in the source material.