The Department of Veterans Affairs (VA) in support of the Veterans Health Administration (VHA) is seeking information from interested contractors to provide continued assistance in the modernization of the clinical contact center (CCC) and virtual care delivery environment.
Veterans Affairs (VA) has created focus on improving both the Veterans and the Employees experience, with specific focus on enhancing the experience over the phone and via other means such as text, instant messaging and other virtual care modalities to obtain Veterans Health Administration (VHA) services.
The Contractor shall provide direct support to VHA for the purposes of improving communications and business relationships, building and deploying executable plans, policies and processes along with supporting the development of the administrative, clinical and technological standards used within and support of the clinical contact center (CCC) environment. These activities will include but will not be limited to: Licensed Independent Provider (LIP) integration; the deployment support of any number of virtual care applications and advanced clinical care modalities into the CCC environment; advancing relationship development and communications support to the CCC Community of Practice (CoP) with VHA partners such as Community Care; and supporting all manner of efforts designed to optimize VHA s transition to the Electronic Healthcare Record (EHR) and scheduling systems. In doing so, the Contractor will rely heavily on their organic subject matter expertise (SME) and knowledge of leading commercial practice to utilize and build upon prior VHA efforts. The Contractor shall support a focused effort to assist leadership in markedly improving access to care and services via the CCC, along with consultation resulting in improved opportunities to address alternative contact modalities within VA s contact management environment. The objective is to transform VHA s contact management at the VISN, VAMC, and CBOC levels from an improvement system of limited national-level impact to a robust and comprehensive process improvement system that embraces an iterative approach…
