Solicitation of Interest

SUNY Upstate Medical University intends to contract for an AI-powered communication platform that integrates with Epic and Amtelco to assist with automation our organization’s healthcare call center. The system should be designed to automate and optimize patient interactions and operational efficiencies. Using natural language processing, including multilingual capabilities, the solution should allow for human-like engagement for conversations. The solution should include features such as customizable workflows for conversations, real-time data analytics, and have the ability to manage an array of patient requests, including but not limited to, appointment scheduling, prescription refills and patient billing inquiries.

Solution Requirements:

Must be eligible to do business in New York State.

• Epic Electronic Health Record (EHR) Integration – must be able to integrate with Epic, allowing for efficient access to patient data including referral status, appointment scheduling, and medication refill requests; including the use of Epic APIs.
• Amtelco Integration – must be able to integrate with the Amtelco call center software.
• 24/7 Availability – 24/7/365 functionality to accommodate patient inquiries and ensure patient inquiries are addressed regardless of time of day to improve patient satisfaction and access to healthcare.
• AI-Powered – natural language processing for detailed, human-like conversations with callers/patients, capable of providing information and assistance in a conversational manner.
• Patient Interaction Management – supports an array of patient communications, including FAQs, appointment confirmations and details, prescription refills, billing inquiries, and relevant health campaigns, through automated process.
• Multilingual Support – capable of understanding and responding in multiple languages, ensuring accessibility for a diverse patient base.
• Senior-Friendly User Interface – features a user interface and interaction design tailored for senior patients, with gentle pacing and patient response times to ensure comfortable communication.
• Real-Time Analytics & Reporting – provides real-time analytics for call metrics and patient interactions to aid in decision-making and continuous improvement strategies.
• Cloud-Based Infrastructure – must be hosted on a cloud infrastructure to allow for scalability.
• Compliance – adheres to compliance standards such as the Health Insurance Portability and Accountability Act (HIPAA), Telephone Consumer Protection Act (TCPA), and General Data Protection Regulation (GDPR).
• Advanced Security Measures: Incorporates advanced security protocols to protect data during transmission and storage, ensuring the confidentiality and integrity of patient information.

How to Apply:

To indicate interest in and eligibility to provide these services, please submit a letter of interest of not more than six (6) pages describing the responding vendor’s proficiency and experience in meeting the requirements including fulfilling the minimum solution requirements set forth above. The document must be submitted via email to ArnoldD@upstate.edu no later than due date and time listed.