Project Information

Bid Title

Comprehensive Patient Access & Managed Call Center Solution

Issuing Agency

Nassau University Medical Center

Location

New York

Published Date

May 14, 2026

Closing Date

Jun 8, 2026

Government Level

State & Local

Status

Closed

Original Source

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Bid Documents

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Project Description

Solicitation:	Comprehensive Patient Access & Managed Call Center Solution
Title:	5/14/26
Solicitation Type:	6/8/26
Status:

Attachment Preview

NASSAU HEALTH CARE CORPORATION

(a/k/a the NuHealth System)

REQUEST FOR PROPOSAL (RFP)

FOR

COMPREHENSIVE PATIENT ACCESS & MANAGED CALL CENTER SOLUTION

REQUEST FOR PROPOSAL #: 003-2026

Introduction

Nassau Health Care Corporation (“NHCC”) is seeking proposals from qualified technology and

healthcare service providers for a Comprehensive Patient Access & Managed Call Center Solution

supporting Nassau University Medical Center (“NUMC”).

This initiative is a core strategic priority for the Medical Center. Unlike traditional outsourced

models, NHCC will maintain a core internal leadership and clinical liaison team while leveraging

the selected partner to provide the technology platform, operational scale, supplemental staffing,

and management services necessary to establish a high-performing clinical front door for NUMC.

NHCC requires a sophisticated, tech-enabled ecosystem that streamlines the patient’s journey from

initial contact through clinical encounter. The objective is to achieve best-in-class performance in

speed-to-answer, first-call resolution, scheduling accuracy, reduced call abandonment rates,

operational responsiveness, and overall patient experience with lean operational overhead.

The selected partner is expected to serve as an operational extension of NUMC leadership,

prioritizing execution, accountability, operational efficiency, and scalable workforce management.

The solution must provide NHCC leadership with real-time operational visibility into patient access

performance metrics, enabling data-driven oversight and supporting NUMC’s mission and role as

Nassau County’s essential safety-net hospital.

Proposal Requirements

Proposals must comply with all instructions outlined in this RFP. Submissions that are incomplete

or fail to meet the specified requirements may be rejected without review.

Any contract awarded as a result of this RFP will supersede all prior contracts, bids, or agreements

related to Patient Access and Call Center Services at NHCC.

Communication Guidelines

All written communications regarding this RFP - including email correspondence - must clearly

reference the RFP title and number in the subject line to ensure proper handling.

Contacts and Submission

Nassau Health Care Corporation

Department of Legal Affairs

2201 Hempstead TurnpikeEast Meadow, NY 11554

RFPSubmissions@numc.edu

Anticipated Schedule*

o Issue RFP

May 14, 2026

o Deadline for Questions

May 24, 2026

o Proposals Due

June 8, 2026 at 3:00 p.m.

o Interviews, if Required

To Be Determined

* Dates indicated above are subject to change at the sole discretion of Nassau Health Care Corporation.

1

SCHEDULE A

I. GENERAL INFORMATION

A. Background

Nassau Health Care Corporation (“NHCC”), also known as the NuHealth System, is a New York

State public benefit corporation established under the Public Authorities Law. NHCC operates:

• Nassau University Medical Center (NUMC): A 530-bed tertiary care teaching hospital.

• A. Holly Patterson Extended Care Facility (AHP): A 589-bed skilled nursing facility.

• Community Health Practices (CHP): Operated in partnership with Long Island FQHC, Inc.,

a non-profit, consumer-driven organization serving the region’s most vulnerable

populations.

NHCC is committed to delivering high-quality care, advancing medical education, and serving as

the safety-net health system for Nassau County residents.

Nassau University Medical Center (NUMC): Founded in 1935, NUMC is the County’s primary

source of advanced medical care. Its 19-story tower houses the region’s premier Level I Trauma

Center and serves as a hub for medical education through affiliations with the New York Institute of

Technology College of Osteopathic Medicine, the New York College of Pediatric Medicine, the

American University of the Caribbean School of Medicine, and the Donald and Barbara Zucker

School of Medicine at Hofstra/Northwell.

A. Holly Patterson Extended Care Facility (AHP): Nationally recognized as a model for skilled

nursing services, AHP provides innovative, patient-centered care that addresses residents’ physical,

emotional, and social needs in a supportive, healing environment.

Community Health Practices: NHCC’s community-based centers deliver comprehensive,

accessible, and preventive care to underserved communities across Long Island, ensuring every

resident has access to a trusted “medical home.”

B. Proposal Overview

NHCC seeks a qualified vendor to provide:

o A centralized Patient Access & Managed Call Center platform

o Vendor-provided staffing and operational support services

o Team lead/supervisory services supporting operational management and quality assurance

o Implementation, onboarding, and workflow configuration services

o System integration and reporting/dashboard capabilities

o Training and ongoing operational support

o Optional AI-enabled patient engagement, workflow automation, and operational support

capabilities

The solution must enable NHCC to:

o Support centralized patient access and managed call center operations for Nassau University

Medical Center

o Complement NHCC’s internal oversight and clinical liaison team

2

o Support appointment scheduling, registration, referral coordination, and continuity-of-care

workflows

o Improve patient access responsiveness, scheduling efficiency, and first-call resolution

o Provide real-time operational reporting and performance analytics

o Support multi-channel patient communications and outreach

o Improve patient satisfaction and operational scalability

o Facilitate workflow automation, escalation management, and operational oversight

II. SERVICES SPECIFICATIONS

A. Scope of Work / Requested Services

The selected partner shall provide a comprehensive Patient Access & Managed Call Center Solution

for Nassau University Medical Center (“NUMC”), including the technology platform, supplemental

staffing, operational leadership, workflow automation, reporting capabilities, and related support

services necessary to support centralized patient access operations.

B. Scope of Services

1. Clinical Access & Navigation Operations

The selected vendor shall provide a centralized patient access and managed call center platform,

supplemental staffing, and related operational support services for NUMC, including:

a. Appointment scheduling, rescheduling, pre-registration, and referral coordination

workflows

b. Real-time insurance verification and demographic accuracy validation

c. HIPAA-compliant patient communication services

d. Billing inquiry support and patient communication assistance

e. Coordination with providers and clinical departments regarding urgent operational

matters

f. Continuity-of-care and patient navigation initiatives

g. Preventive care and patient outreach campaigns, including annual checkups, flu shots,

mammograms, dental services, and related custom workflows

h. Outbound patient outreach workflows supporting appointment rescheduling, continuity-

of-care initiatives, preventive care campaigns, care gap closure initiatives, and related

patient engagement efforts.

i. Multi-channel patient communications including phone, SMS/text, email, and web-based

workflows

j. Language access and multilingual communication support capabilities

2. Reporting, Analytics & Operational Oversight (Critical Requirement)

The platform must provide operational transparency and performance visibility supporting

NHCC leadership and operational oversight, including:

a. Real-time dashboards displaying speed-to-answer, abandonment rates, first-call

resolution, scheduling activity, and patient access trends

b. Workforce productivity, staffing, and operational performance analytics

c. Quality assurance and patient satisfaction reporting

d. Operational alerts, escalation visibility, and reporting export capabilities

e. AI-enabled analytics, transcription, sentiment analysis, and workflow insights, where

available

3

3. Operational Leadership, Quality Assurance & Workforce Management

The selected vendor shall provide operational leadership and supervision services supporting

daily call center operations, including:

a. A designated Team Lead responsible for operational management, supervision,

escalation coordination, and primary liaison responsibilities with NHCC leadership

b. Workforce oversight and operational coordination for vendor-provided staffing

resources

c. Quality assurance (“QA”) methodologies supporting operational consistency, patient

satisfaction, and performance management

d. Training, onboarding, workflow support, and operational stabilization services

4. Technology, Integration & Security

The platform must support secure, scalable, and interoperable patient access operations,

including:

a. Integration with EMR, scheduling, telephony, and patient access systems

b. HL7, FHIR, API-based, and other secure interoperability capabilities

c. Workflow automation, patient engagement, and operational escalation management

capabilities

d. Role-based access controls, audit logging, and cybersecurity protections

e. HIPAA compliance and applicable regulatory/security requirements

5. Implementation, Support & Innovation

The selected vendor shall provide implementation, onboarding, ongoing support, and optional

innovation capabilities, including:

a. Implementation planning, workflow configuration, onboarding, and go-live support

b. End-user training and operational support services

c. Service level agreements (“SLAs”) and escalation support procedures

d. Business continuity and disaster recovery capabilities

e. Optional AI-enabled automation, virtual agents/chatbots, predictive staffing, and patient

self-service capabilities

III. DELIVERABLES

The selected vendor shall provide:

a. Fully operational healthcare call center and patient access services, including supplemental

staffing support.

b. Operational implementation and onboarding support

c. Reporting dashboards and analytics tools

d. Quality assurance and workforce management programs

e. Patient satisfaction and feedback methodologies

f. Training materials and operational documentation

g. Business continuity and disaster recovery procedures

h. Ongoing operational support services

IV. MINIMUM QUALIFICATIONS

The Proposer must demonstrate:

a. Minimum five (5) years of healthcare-related call center or patient access experience

4

b. Experience supporting hospital systems, physician groups, FQHCs, or integrated healthcare

delivery systems

c. Demonstrated experience supporting patient outreach, continuity-of-care initiatives,

preventive care campaigns, and related patient engagement activities

d. Demonstrated HIPAA compliance and healthcare regulatory expertise

e. Strong operational scalability and workforce management capabilities

f. Experience integrating with healthcare EMR and patient access systems

g. Strong patient satisfaction and operational performance history

h. Financial stability and organizational capacity to support a healthcare system of NHCC’s

size and complexity

V. EVALUATION CRITERIA

Proposals will be evaluated based upon;

a. Vendor experience and healthcare expertise

b. Patient experience and service excellence methodologies

c. Operational capabilities and staffing model

d. Technology and integration capabilities

e. Reporting and analytics capabilities

f. Quality assurance and workforce management methodologies

g. Implementation approach and timeline

h. Cost effectiveness and overall value

i. Demonstrated healthcare performance outcomes and references from comparable

healthcare organizations

j. Understanding of NHCC’s mission and operational environment

VI. PRICING REQUIREMENT

Vendor must clearly provide:

a. Staffing and operational pricing structure

b. Implementation and onboarding cost

c. Ongoing operational support fees

d. Technology and licensing costs, if applicable

e. Any optional or variable pricing components

VII. DATA OWNERSHIP, COMPLIANCE AND TRANSITION

a. All NHCC data shall remain the sole property of NHCC

b. Vendor must maintain HIPAA-compliant data management practices

c. Vendor must maintain secure data export and transition capabilities

d. Vendor must cooperate with NHCC to ensure orderly operational transition upon

termination or expiration of services

e. Vendor must support transition of workflows, operational reporting, and applicable

documentation upon termination

5

Commodity Codes

• NAICS 541512Computer Systems Design Services
• NAICS 541519Other Computer Related Services
• NAICS 561621Security Systems Services (except Locksmiths)

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