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 requires this service to be delivered by clinicians, specifically nurses and medical assistants, via SMS texting and phone calls. The system must handle system administration, case management, and scheduling management, which includes scheduling and rescheduling appointments, sending reminders, verifying visits, and following up with patients post-appointment. The selected system must support inbound patient registration, chart review, and code review for supplemental data submission. Clinicians will also use the system to provide patient counseling and education, address social determinants of health as needed, and conduct medication adherence reviews. For interoperability, the system must integrate or interface with Electronic Medical Record Systems similar to Allscripts, Cerner, or Epic, and support standard interoperability protocols for data exchange with State and Federal Health Information Exchanges and Networks. Bidders must demonstrate compliance with industry-recognized and Downstate AI governance frameworks that address fairness, transparency, accountability, and bias mitigation in AI-driven services. The agency requires a real-time dashboard that displays performance metrics per quality measure at both population and individual levels, performance metrics by health plan, and performance metrics week over week. This dashboard must also provide full transcripts of each patient interaction, including SMS and voice calls, with English translations for any non-English interactions. Only onshore organizations based in the United States are eligible to bid on this opportunity. The agency expects the performance of the work to be conducted entirely offsite. The agency has not disclosed a specific budget and is looking for proposals to define the cost.