New York State Contract Reporter #26-180

SUNY Downstate Seeks AI-Driven Virtual Patient Engagement and Navigation Service

SUNY Downstate Health Sciences University is seeking proposals for a comprehensive Virtual Patient Engagement and Navigation Service to enhance patient communication and care coordination. - Government Buyer: - State University of New York (SUNY) – SUNY Downstate Health Sciences University, Contracts and Procurement Office - Service Requirements: - Virtual patient engagement and navigation delivered by clinicians (nurses and medical assistants) via SMS and phone calls - Multilingual support: English, Spanish, and Haitian Creole - AI-driven optimization for patient flow, engagement, and activation - Scheduling management: appointment scheduling, reminders, visit verification, follow-up, registration, chart/code review, counseling, education, social determinants of health, and medication adherence review - Interoperability with major Electronic Medical Record (EMR) systems (Allscripts, Cerner, Epic) using HL7 and FHIR protocols - Robust data security, HIPAA compliance, and adherence to SUNY AI governance frameworks - Real-time dashboards, analytics, exportable data, and full transcripts of patient interactions - Auditing and reporting on AI model compliance, bias mitigation, and effectiveness - Translation services with certified medical translators - Discharge planning and risk patient identification - Vendor Requirements: - Minimum three years of relevant experience - References from at least three similar clients (one in New York State) - Demonstrated experience with similar services - MWBE and SDVOB participation goals: 15% MBE, 15% WBE, 6% SDVOB - Notable Details: - Five-year contract term - No specific product part numbers; this is a service-based procurement - Previous similar contract awarded to Twig Health Solutions Inc. - Emphasis on AI-driven engagement, multilingual communication, and detailed compliance/reporting capabilities

Description

This Request for Proposals (RFP) solicits offers from qualified vendors to provide a Virtual Patient Engagement and Navigation Service to SUNY Downstate Health Sciences University (SUNY-DHSU). The service must be delivered by clinicians via SMS texting and phone calls, supporting English, Spanish, and Haitian Creole languages, and utilize AI to optimize patient flow and engagement. It includes scheduling management, interoperability with Electronic Medical Record Systems, and compliance with data security and AI governance frameworks. The service must also provide real-time dashboards, reporting, and audit capabilities.

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