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(OPI) SERVICES All Communication Regarding This RFP Must Be To RFP Number: 2309 Date: May 17, 2018 Due Date: June 8, 2018 Request for Proposals For MEDICAL OVER-THE-PHONE INTERPRETATION (OPI) SERVICES All communication regarding this RFP must be to: Joseph Varghese Director, Procurement Systems/Operations 646-458-6576 [email protected] Page 1 of 30 RFP Number: 2309 Date: May 17, 2018 Due Date: June 8, 2018 I. RFP Timeline Date Action May 18, 2018 Publish RFP June 5, 2018 Proposer questions by 5:00 p.m. EST June 8, 2018 Submission deadline by 5:00 p.m. EST July - August In-Person Interview Q4 2018 Contract Start Page 2 of 30 RFP Number: 2309 Date: May 17, 2018 Due Date: June 8, 2018 II. NYC Health + Hospitals New York City Health and Hospitals Corporation (NYC Health + Hospitals) is an integrated health care system of hospitals, neighborhood health centers, long-term care, nursing homes and home care – the public safety net health care system of New York City. NYC Health + Hospitals is committed to the health and well-being of all New Yorkers and we offer a wide range of high quality and affordable health care services to keep our patients healthy and to address the needs of New York City's diverse populations. http://www.nychealthandhospitals.org/ Page 3 of 30 RFP Number: 2309 Date: May 17, 2018 Due Date: June 8, 2018 III. Project Description New York City is a linguistically diverse place, with residents speaking over 200 languages and dialects, fifty percent (50%) speaking a language other than English at home, and approximately 1.8 million persons (24%) considered Limited English Proficient (LEP). A significant segment of the population served by NYC Health + Hospitals, approximately 30%, is LEP and requires language assistance services to ensure effective communication with health care providers and other key facility staff, which in turn helps reduce health care disparities, enhance patient safety and improve patient outcomes. NYC Health + Hospitals offers Over-the-Phone interpretation services to our LEP patient population 24 hours a day, 7 days a week, 365 days a year. The top 20 most requested languages across the System are Spanish, Bengali, Mandarin, French, Haitian Creole, Arabic, Russian, Polish, Cantonese, Korean, Albanian, Urdu, Punjabi, Hindi, Uzbek, Hungarian, Yemeni Arabic, Italian, Turkish and Georgian. In FY 17, NYC Health + Hospitals utilized over 12 million minutes of Over-the-Phone interpretation services in over 180 languages and dialects and has averaged 20% growth in service utilization in the last 3 years. NYC Health + Hospitals also serves an LEP population with languages and dialects considered less common, which require on demand language assistance services. Languages and dialects that also require on-demand coverage include Min Chinese (e.g., Fuzhounese, Taiwanese), Wu Chinese (e.g., Shanghainese, Wenzhounese), Yue Chinese (e.g., Toishanese), Fulani (and which variants of it), Mandingo, Mixtec, Nepali, Quechua, Moroccan Arabic, and Bangladeshi Bengali. NYC Health + Hospitals’ Office of Diversity and Inclusion administers and oversees the language services contracts used system-wide. The Office of Diversity and Inclusion provides system-wide support to NYC Health + Hospitals’ personnel to promote and advance meaningful access and health equity to all. Our mission is one which champions a diverse workforce, strives to create a multicultural and welcoming environment for patients and staff, and fosters an inclusive setting to ensure equitable, comprehensive care to New York City’s diverse patient population. Page 4 of 30 RFP Number: 2309 Date: May 17, 2018 Due Date: June 8, 2018 The purpose of this RFP is to select qualified vendor(s) to provide NYC Health + Hospitals (the “Organization”) with comprehensive OPI Services for its acute care hospitals, long-term care facilities, Gotham Health Centers, community-based clinics, health plan, correctional health services unit, and certified home health agency. The expected contract would be for a period of three years, with two additional one-year options to renew, solely exercisable by NYC Health + Hospitals. Vendors must specialize in medical and health terminology for hospitals and healthcare systems, have demonstrated expertise, experience and be capable of meeting NYC Health + Hospitals’ volume and language requirements as well as other key performance indicators as outlined in this solicitation NYC Health + Hospitals is seeking to award contracts to more than one company based on capacity and the best interests of the Organization, and does not guarantee any minimum services to any one contractor. The Organization will only contract with companies that do not discriminate against their employees or applicants for employment because of race, creed, color, national origin, sex, age, disability, marital status, gender identity, sexual orientation or citizenship status with respect to all employment decisions. The Organization encourages women- and minority-owned businesses to submit proposals in response to this solicitation. IV. Minimum Criteria The proposer must meet the following minimum qualifications in order to participate in this RFP: • Minimum of 10 years of experience providing interpretation services to hospitals and healthcare organizations. • Minimum of three client references from healthcare facilities or healthcare systems to whom it has provided services within the past three years. References cannot be from NYC Health + Hospitals facilities. Page 5 of 30 RFP Number: 2309 Date: May 17, 2018 Due Date: June 8, 2018 V. Scope of Work: OPI Services A. Description of Work to be Performed NYC Health + Hospitals is seeking qualified Vendors to provide medical Over-the-Phone Interpretation (OPI) services, a telephonic service that offers on-demand medical interpreters 24 hours a day, 7 days week, at the request of personnel located at any of our facilities throughout New York City’s five boroughs. OPI services shall be provided system-wide for, but not limited to, the languages required under applicable federal, state or local laws, policies, regulatory and administrative directives as well as languages requested by NYC Health + Hospitals’ patient population and considering languages spoken by the limited English proficient (LEP) population residing within New York City (See Appendix A for a list of languages). Vendors must have the capability to adapt and accommodate to any changes in language needs that may arise throughout the term of their contractual relationship with NYC Health + Hospitals in order to keep pace with language trends and changing demographics. Vendors shall ensure only qualified medical interpreters are used in the delivery of services. B. Vendor Qualifications/Requirements 1. Experience Vendors shall possess substantial and successful experience providing medical Over-the-Phone Interpretation (OPI) services. Vendors shall describe their “substantial and successful experience” providing services. This description may include, but is not limited to, year organization began offering medical interpretation services, list of languages offered and availability of languages 24 hours a day, 7 days a week, average connection and wait times, number of employees, number of interpreters, any recognition and industry awards, licenses, certifications and/or membership in relevant industry organizations. Vendors must provide profile/years of industry experience of the management team, and include the volume of services provided annually and an explanation of the plan to adjust for the increase in current capacity if selected for this contract. At a minimum, it is required that Vendors have 10 years of verifiable experience providing medical OPI services to hospitals and healthcare organizations. Page 6 of 30 RFP Number: 2309 Date: May 17, 2018 Due Date: June 8, 2018 Vendors shall provide a list of at least three references, from non-NYC Health + Hospitals entities, for which it has provided medical OPI services within the last three years and a list of all other entities/clients for which it has provided these services within the past five years. C. Organizational Capacity Proposers must have the resources, technological infrastructure, management structure, financial backing and security, and administrative controls in place to be able to successfully meet the necessary volume of interpretation requests, and other requirements outlined in this RFP. (See Appendix C for Call volumes by location and type.) Proposers shall demonstrate capacity by describing their approach to the following: 1. Organizational Structure/Staffing Levels • Proposal must include an organizational chart to understand the structure of the organization. • Proposers must state the number of qualified interpreters and share the percentage of those that work within the United States versus outside the United States, as well as their planned shifts and percentage of employees vs. freelancers. • Vendors must explain in the written proposal the company’s staffing level and the number of qualified medical interpreters that would be available on demand for NYC Health + Hospitals as per the language list provided in Appendix A. 2. Language Availability • List the languages service is available in, and the days and hours of availability for each language. • Expressly state whether or not services are available in the following languages and dialects: Min Chinese (e.g., Fuzhounese, Taiwanese), Wu Chinese (e.g., Shanghainese, Wenzhounese), Yue Chinese (e.g., Toishanese), Fulani (and which variants of it), Mandingo, Mixtec, Nepali,
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