Medical Transcription Services

The Vendor is required to provide medical transcription services must include, but are not limited to:
1. Secure access for dictation submission: 
•    Provide toll-free telephone access, secure mobile apps, and web-based portals that comply with the health insurance portability and accountability act (HIPAA) requirements for clinicians to submit dictations.
2. Medical transcription: 
•    Transcribe a variety of pediatric medical reports, including but not limited to patient visits, consults, referrals, and discharge summaries. 
•    Ability to create medical reports, letters, care coordination notes, case management reports, and audiology, occupational therapy, physical therapy, and speech reports in various formats as needed is required. 
•    Promptly respond to office and dictators’ questions, concerns, and technical difficulties.
•    Medical transcriptionists must have sufficient knowledge of childhood-onset medical conditions, including but not limited to autism spectrum disorder, cerebral palsy, cleft lip and palate, other Cranio-facial anomalies, and scoliosis. 
•    Familiarity with common medical terms used by pediatric subspecialists, such as cardiologists, neurologists, orthopedists, and otologists, is essential.
3. Turnaround time:
•    Standard reports must be completed and returned within 24 hours. 
•    Stat reports must be completed within 4–6 hours.
4. Delivery of transcripts: 
•    Provide transcripts in Microsoft word and pdf format via secure, encrypted delivery (web portal, SFTP, or encrypted email). 
5. Quality control: 
•    Maintain a transcription accuracy rate of 98% or greater. 
•    Disruptions in service, quality problems, or late reports are unacceptable. 
6. HIPAA compliance: 
•    Ensure full compliance with HIPAA and all applicable federal and state privacy regulations. Execute a business associate agreement (baa) with the cabinet for health and family services (CHFS). 
7. Technical support: 
•    Provide onboarding training, technical assistance, and a dedicated account manager for issue resolution. 
•    Contractor’s equipment must be properly functioning, maintained, and serviced in a timely manner. 
8. Equipment:
•    Awarded contractor should provide toll-free (800) number(s), which callers will use to access the dictation system. 
•    Availability of toll-free service must extend to callers in the contiguous 48 states. 
•    Provide, maintain, and monitor on an ongoing basis, a state-of-the-art dictation system, which provides 24-hour access, seven (7) days a week. 
•    The dictation capture system must accept signals from commonly used cellular and touch-tone telephones and permit multiple callers to access and dictate at the same time
•    Requires a system that can accommodate multiple simultaneous dictators, thus generating no busy signals. 
•    The system must provide a verbal message that gives dictating instructions to the caller. Language for the message is to be approved by office. 
•    Should assure that the dictation system used to fulfill the contractor’s obligation under this contract is secure at all times so that unauthorized users cannot access protected health information in dictations. 
•    Furthermore, the contractor must comply with all applicable state and federal privacy laws (e.g., the health insurance portability and accountability act (HIPAA)) governing the use and security of protected health information (phi). 
•    Provide a mechanism for dictators who are interrupted during dictation to dial back in and continue the dictation. 
•    The transcription of a "split" dictation should be merged before sending it to office.