Virtual Patient Engagement and Navigation Service

The Vendor is required to provide a virtual patient engagement and navigation service. 
- 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
- Integration and Interface with an Electronic Medical Record System (similar to either all scripts, Cerner or Epic)
- Full transcripts of each patient interaction (SMS, voice calls), including translation to English from non-English interactions
- 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 university) 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.
- 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.
- 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.
- 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.