Notice ID: 36C26023Q0666
Description
The Veterans Integrated Service Network (VISN) 20 utilizes TRM software utilized for a telephone liaison care management solution that provides easy and efficient access to telephone treatment protocols via seamless integration with VISTA while providing reference health information, as well as the ability to acquire VISTA data and call logs of progress notes for facilities. The Department of Veteran Affairs continues to focus efforts on a call center solution in support of the Patient Aligned Care Teams (PACT) model of care.
Scope.
VISN 20 Call Center utilizes approximately 358 staff to ensure that over 1.9 million daytime primary care scheduling and pharmacy calls received annually for all eight medical centers and their community-based outpatient clinics (CBOCs) are answered within VHA and URAC standards. WHEN (weekend, evening, holiday and night) services are delivered via VISN 20 Call Center. Key to achieving telephone responsiveness measures and maintaining VISN 20 Tele-Nurse Program includes state of the art telephone liaison care management software. Must offer software that integrates with VISTA to provide direct access to patient information and enable the automatic creation of Text Integration Utilities (TIU) notes in Computerized Patient Record System (CPRS). Software solution must support call history, management, and workload reporting.
- Specific Tasks.
Contractor shall provide the following support services as required:
- Work directly with the Office of Information and Technology (OI&T) staff to address their issues with licensed products.
- Upon VHA end users logging a ticket with the OI&T staff, support services will work with the VHA end-users to address their issues with licensed products.
- Respond to issues reported to support services with initial response less than 8-business hours and follow-up response less than 44-business hours dependent upon priority.
