EXTRA-6657 - USA (Sacramento, California) - Patient Contact Center Implementation Services - Deadline November 20,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: EXTRA-6657

Government Authority located in Sacramento, California; USA based organization looking for expert vendor for patient contact center implementation services.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide patient contact center implementation services with improving patient access to care by implementing a centralized patient contact center serving 50+ outpatient clinics and ancillary services including referral management, appointment scheduling, call management, patient registration, eligibility verification, authorization of services, and financial clearance. Additional areas include clinical nurse triage and access to care analytics to the government authority located in Sacramento, CA.
1. Enhancing our patient experience and referring provider experience
2. Ensuring operational efficiency in the PCC workflows
3. Partnering with our physicians, staff, and management in the improvement process
4. Optimizing revenue collection for outpatient services provided
1. Patient and Referring Provider Experience
• Achieve high rates of first-call resolution
• Minimize patient wait times for appointment through pro-active waitlist management
• Offer patients with convenient, coordinated appointments
• Establish seamless communication protocols between personnel / units
• Actively present patient-friendly reminders and pre-visit information/communication
• Provide purposeful reinforcement and clarification of post-visit or post-discharge instructions and patient education
• Coordinate provider protocols when developing scheduling templates
• Providers receive info proactively, through their preferred mode of communication, before the next visit
2. Operational Efficiency
• Achieve high-level call center performance management
• Pro-active workforce administration to ensure appropriate staffing/skill mix
• Deploy effective and flexible staffing model for each unit
• Implement clear and efficient workflows within and between units to support enhanced coordination of care
• Institute organizational policy, standards and escalation procedures updated and developed for PCC
• Implement effective processes for pre-registration, eligibility verification, and obtaining referrals and pre-authorizations
• Establish service level agreements between units
• Develop capacity/access analytics to monitor and reporting of key performance indicators such as appointment lag, schedule utilization, no-show rate, etc.
• Utilize capacity management to support consolidation
3. Change Management
• Implement shared governance model with physicians and administrators
4. Revenue Cycle Optimization
• Attain accurate and timely prior authorizations
• Seamlessly integrate data exchange/communication with payors
• Timely provisioning of patient estimates
• Consistent completion of financial clearance activities
• Develop a patient-centric financial assistance workflow
• Provide easily understood bills
• Optimize revenue collection prior-to or at point-of-service
• Assure a team approach between Scheduling and Financial Clearance
• Complete collection and verification of required demographic and insurance information at the time of scheduling
5. Full Utilization of Epic and Call Center Technology
• Integrate with Epic Welcome module
• Optimize scheduling template
• Minimize scheduling variability by accommodating daily clinical rules and communications in Epic
• Develop predictive analytics
• Workforce administration
• Call center performance
• Provide price estimation Deliverables
1. Review and validate assessment findings
2. Confirm size of call center
3. Establish governance structure
4. Create process map flows
5. Project plan
6. Testing plan
7. Go Live and Post Live support plan.
(2) All questions must be submitted no later than October 23, 2019.
(3) Contract period will be for two years.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Wednesday, 20 November, 2019

Question Answer Deadline : Wednesday, 23 October, 2019

Category : Professional, Consulting, Administrative or Management Support Services, Call Center and Answering

Country : USA

State : California

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