2-InGenesis, Inc. - BPM006391_Financial Questionnaire_Experience and Expertise_Redacted.pdf

State of Arizona

RFP Title: Registry Staffing for the

Arizona State Hospital

RFP# BPM006391

Financial Questionnaire

Experience and Expertise

Due Date: March 10, 2025, 3:00PM (AZ local time)

Submit To:

Karen D. Ingram, Procurement Officer

Arizona Department of Health Services

E: Karen.Ingram@azdhs.gov

Phone: (602) 463-1603

Submitted By:

Dr. Veronica Muzquiz Edwards

18756 Stone Oak Parkway, Ste. 200

San Antonio, TX 78258

O. 210-366-0033

E. edwardsv@ingenesis.com

Where permitted by law, this proposal or quotation includes data that shall not be disclosed outside the intended party and shall not be duplicated, used, or disclosed–in whole or in part–for any purpose other than to evaluate this proposal or quotation. If, however, a contract is awarded to this offeror or quoter as a result of–or in connection with–the submission of this data, the intended party shall have the right to duplicate, use, or disclose the data to the extent provided in the resulting contract. The data subject to this restriction are contained in all sheets herein.

Registry Staffing for the Arizona State Hospital

RFP# BPM006391

Due Date: March 10, 2025, at 3:00 PM

InGenesis, Inc. Experience and Expertise i

Proprietary and Confidential

Table of Contents

1. Experience and Expertise

1.1. Background

1.2. Experience

1.2.1. Experience Staffing Behavioral Health Practitioners

1.2.2. Relevant Experience in Behavioral Health Staffing

1.3. Expertise

1.4. Program Management Team

1.4.1. Program Management Office

Appendix 1: InGenesis Key Personnel Resumes

Appendix 2: Job descriptions for BHT and RN positions

RFP# BPM006391

Due Date: March 10, 2025, at 3:00 PM

InGenesis, Inc. Experience and Expertise 1

1. Experience and Expertise

1.1. Background

Company history: InGenesis, Inc. has 27 years of experience providing comprehensive workforce solutions to clients. Founded by San Antonio native CEO Dr. Veronica Edwards in 1998 and headquartered in San Antonio, InGenesis, Inc. has become an industry leader in the delivery of dynamic workforce solutions, which includes innovative web-based automated systems, a holistic approach to workforce management, and commitment to quality outcomes the have distinguished InGenesis as a valued provider of contingent workforce management services.

Location: Headquartered in San Antonio and serving the southwestern States for over 27 years, InGenesis has the experience, staff, talent pools, and supply chain to provide frontline medical services to government facilities in the Southwest.

Services offered: Direct hire, recruitment process and outsourcing services, payrolling, contingent staffing, statement of work management, independent contractor compliance, medical management services, locum tenens, and managed services provider.

Years in business: 27 (founded in 1998)

Process improvement and outcomes: InGenesis is aligned with the Malcolm Baldrige framework and have examined our operations, identified opportunities for cycles of improvement, implemented systematic processes for increased efficiency, and expanded our business intelligence and data analytics department to track and monitor performance metrics to make fact-based decisions. In 2018, InGenesis was recognized for its commitment to performance excellence by the Quality Texas Foundation, a non-profit that administers quality awards based on Malcolm Baldrige guidelines.

Number of employees that will support the Hospital’s contract: In addition to the Program

Management Team consisting of four executive leaders and a program manager designated specifically to concentrate on the Hospital’s needs, the Hospital will benefit from the full force of our shared services departments that include: credentialing, finance, HR, Business Intelligence, scheduling, IT, and implementation. Additionally, InGenesis uses approximately 50 talent acquisition specialists, each with

18+ of years of experience in healthcare staffing, to source and recruit well-qualified candidates.

1.2. Experience

Throughout our 27-year history, InGenesis has developed deep experience and expertise in staffing specialized roles in Behavioral Health. In the past five years alone, InGenesis has staffed 763 behavioral health positions, with nearly 150 of those placements occurring in 2024. We understand the importance of a “right fit” candidate carries even greater weight for roles involving direct patient care for individuals with mental health issues or developmental disabilities. Each member of the program management team has

15-30+ years of experience in healthcare recruiting / staffing, healthcare administration, and personnel management, including experience in behavioral health.

1.2.1. Experience Staffing Behavioral Health Practitioners

Since our founding in 1998, InGenesis has been staffing healthcare practitioners to provide medical, behavioral, and mental health services. This includes staffing level-of-care roles such as Behavior Health

Technicians (BHTs) and Registered Nurses (RNs).

For example, InGenesis is contracted with the Commonwealth of Pennsylvania, Department of Aging and provides the department with staffing including Psychiatrists, Certified Nursing Assistants, Social Workers, Certified RN Practitioners, and Physician Specialists, consistently meeting or exceeding the 92% fill rate for requisitions received. InGenesis was also contracted with the State of Ohio and provided staffing for its Department of Rehabilitation and Corrections, Department of Developmental Disabilities, Department

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InGenesis, Inc. Experience and Expertise 5

• Physical interventions and behavioral management

• Implementation of behavioral support plans

• Non-personal services

• 24/7 facility, call-out back-fill, scheduling

• Arrival screenings, sick call, triage, chronic care clinics

1.2.2.2. Example of Successful Customer Service Complaint Resolution

InGenesis has developed our issue resolution and escalation models to provide clients with a quick and satisfactory solution to any issues that may arise during contract performance. InGenesis would like to provide the following as an example of our successful issue response process:

Overcoming security clearance time

Issue: InGenesis provided temporary staffing to University of Texas Health San Antonio (UTHSA). Early in the performance of this contract, UTHSA reported, and the InGenesis PMO identified, that response times and fill rates were below ideal numbers.

Response: InGenesis worked with UTHSA management to address inefficiencies in their onboarding process. We initially experienced delays in finalizing candidate security clearances and issuing parking permits before the candidate’s start date. Our PM worked with the client’s HR and security organizations to identify bottlenecks and create policies to alleviate them. This collaboration led to the creation of a policy allowing temporary staff to transfer from one assignment to another without initiating a new onboarding process and re-running the security check. Through this collaboration with the customer, InGenesis was able to provide a higher quality of service with a faster response time and fill rates of nearly 100 percent.

1.3. Expertise

We strive for performance excellence, continuously monitoring operations to identify opportunities for improvement, efficiency, and innovation. Healthcare industry earned differentiators include:

• InGenesis is elected to serve as administrator and chair of the International Organization for

Standardization (ISO) TOC 304 to develop standards for healthcare organization management

• First company to hold an ISO certification for patient-centered staffing

• The Joint Commission Gold Seal in Healthcare Staffing

• Recognition for commitment to Malcolm Baldrige-aligned performance excellence framework by the Quality Texas Foundation

Our combination of people, processes, and technology results in a forward-thinking, tested approach to recruit, retain, and manage personnel. Our healthcare recruitment expertise, knowledge of the healthcare labor market, and real-time performance monitoring makes InGenesis the best fit to provide medical staffing services to support Arizona State Hospital. The program management structure is built to scale, increasing support when there is an increase in use and/or demand.

Our industry knowledge and expertise are exemplified by the impressive backgrounds and accolades of our Program Management Team. The extensive experience of our team members in staffing, healthcare, and management ensures a wealth of knowledge and expertise in our work. Our clients benefit greatly from the team’s commitment to customer service and their dedication to delivering outstanding results.

1.4. Program Management Team

InGenesis understands that the Hospital considers some personnel to be key personnel. The program structure includes InGenesis’ executive leadership, our clinical leadership, and support from our shared

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InGenesis, Inc. Experience and Expertise 6 services departments. The main point of contact for the Hospital will be the assigned Program Manager

(PM) who has 35+ years of experience who will be backed by the Program Management Office (PMO), and company leadership Figure 2: Organizational Chart illustrates the account management structure and

Figure 3: Roles and Responsibilities provides more detail on the role each member of our team has in the success of your contract. Please refer to Appendix 1 InGenesis Key Personnel Resumes for CVs for each member of the Program Management Team (Key Administrative Personnel).

Executive Program Director Veronica Edwards is the CEO and founder of InGenesis, Inc. She has transformed InGenesis, Inc. into one of the largest staffing firms – in North America. Dr. Edwards’ acknowledgments include the 50 most influential Hispanic business leaders, top 100 middle market CEOs and America's Top 10 Female Entrepreneurs. In 2018 Fortune magazine has listed Dr. Edwards as one of the 50 Most Powerful Latinas in corporate America and the Most Influential Latinas in America, USHCC

National Hispanic Businesswoman of the Year and Staffing Industry Analysts (SIA) Global Power 50

Women.

Dr. Edwards was appointed as a branch board member of the Dallas Federal Reserve. As a leader and subject matter expert in Healthcare Organization Management standards, she also serves as the TC304

Chair to ISO and the Chair of the Healthcare Standards Institute.

Dr. Edwards holds a BA from Texas State University, an MBA, and a Doctor of Business Administration

(DBA) from University of The Incarnate Word. Her doctoral research was in multi-scenario disaster management (CBRN) and crisis leadership.

Chief Medical Officer (CMO), Dr. Mark Delowery, has 25+ years of experience as a supervisor in medicine and public health, working for U.S. Public Health Service (PHS), Bureau of Primary Care/

Federal Occupational Health (FOH) for more than two decades. As InGenesis Medical Director, Dr.

Delowery is responsible for monitoring and advising on all healthcare contracts to maintain the quality of services. He also contributes to the company’s quality assurance and improvement plans.

For six years, he served as a medical director for FOH, managing national programs for all divisions related to occupational health, health promotion/wellness and disease prevention. He developed an integrated model of health, wellness, fitness; supported employee assistance programs to provide assessment, short-term counseling, referral, management consultation, and coaching services to federal employees; and supported behavioral health and work/life services. His work in public health has been recognized with numerous awards, medals, and certificates of appreciation.

Dr. Delowery earned a D.O. from Philadelphia College of Osteopathic Medicine, as well as a Master of

Public Health degree from Medical College of Wisconsin.

Chief Nursing Officer (CNO), Kimberly Deffinbaugh, brings more than 25 years of experience in the field of nursing as a registered nurse in military and civilian environments. She served in various clinical healthcare leadership positions in Federal Occupational Health (FOH) and supported initiatives designed to support the mental health and well-being of federal employees, ensuring they have access to the resources they need to thrive both personally and professionally. She has over 5 years of experience as

Senior Clinical Operations Manager for FOH. Ms. Deffinbaugh is the former Deputy Director of Customer

Services, Clinical Division of FOH, Clinical Services Division, the former Chief of Staff, Clinical Division of

FOH, the former Deputy Director of FOH, EAP and Work Life Services Division, and the former Deputy

Director – Clinical Health Services of FOH.

During her time as a Deputy Director in FOH, Kimberly was nursing director for over 279 clinics that achieved systems accreditation from The Joint Commission in Ambulatory Care. Kimberly was an

Emergency Response Team lead for Federal Disaster Response efforts during 9/11, Hurricane Katrina, the 2009 H1N1 national response, and the Navy Yard Shooting.

Kimberley is a retired Captain (0-6) with the US Public Health Service (PHS), and she holds a master’s degree in public health and a graduate certificate in Disaster Management.

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Assistant Vice President of Implementation and Process Excellence, Tricia Radtke, has more than

15 years of experience managing projects and project management teams. She has a proven track record of implementing new processes to improve operational efficiencies and enhance overall customer satisfaction. Ms. Radtke helps manage client relationships during implementation, serving as the primary point of contact for issue escalation through the project and as the lead advisor for the project team and client partners. She conducts supplier outreach, identifies incumbent and new suppliers, qualifies suppliers, and oversees supplier onboarding. She has experience with multiple VMS technologies including IQ Navigator, Vector VMS (formerly PeopleFluent), and SAP Fieldglass. Ms. Radtke manages a team of certified PMP and change management managers with industry MSP/VMS experience.

Ms. Radtke also oversees the Supplier Relations Department, ensuring all subcontractors maintain the proper insurance and business permits and comply with terms and conditions of the contract. Ms. Radtke holds a BA from Indiana University. She is a project management certified and has a six-sigma green belt.

She is certified in Microsoft Dynamics Application and Microsoft Dynamics Configuration.

Program Manager, Lindy Music, will be the main point of contact for Arizona State Hospital. Ms. Music is an accomplished executive leader with more than 35 years of success driving business initiatives and improving operational efficiencies. She will bring to the State her experience providing management of large, multi-site operations in the healthcare, staffing, home health and service industries. Programs led by Ms. Music have found great success including increased growth, program expansion and surpassing performance on program key performance indicators (KPIs). Ms. Music holds degrees from Pennsylvania

State University and John Hopkins University and is experienced in the healthcare field.

Shared Services: InGenesis is strengthening our program management structure by including healthcare leadership and our shared services departments (i.e., credentialing, finance, HR, etc.).

Figure 3: Roles and Responsibilities provides more detail on the role each member of our Program

Management Team has in the success of the contract with the Hospital.

Roles and Responsibilities

Executive

Program

Director

• Provides program input and guidance

• Ensures support throughout the program

• Provides/facilitates approvals and greenlight decisions

• Ensures client stakeholder participation in training and conversation activities

Figure 2: Organizational Chart

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InGenesis, Inc. Experience and Expertise 9

Rate Management and Reporting Data

Business intelligence director, business intelligence managers, financial analysts, and business data analysts

Figure 4: Program Management Office

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Appendix 2: Job descriptions for BHT and RN positions

Position Descriptions, Requisite Qualifications and Job-Specific Tasks

The InGenesis continuous recruitment methodology emphasizes securing qualified workers, sourcing candidates that meet or exceed position description requirements.

InGenesis credentialing specialists use a position description-based credentialing checklist, generated from our applicant tracking system (ATS). The system stores all uploaded documents, from credentials to verifications to signed attestations, as well as integrated with our back-office systems that track payroll, paid time off, insurance, and timekeeping.

InGenesis will use the position descriptions below, provided by the Arizona State Hospital, in our recruiting and credentialing efforts.

A. BEHAVIORAL HEALTH TECHNICIANS (BHT)

JOB DUTIES, AND RESPONSIBILITIES: Direct care staff work on a rotational schedule and may be required to work any day of the week to meet the needs of the hospital and our patients. Document patient treatment legibly, free of errors or omissions using only approved abbreviations; documents all pertinent patient information pertaining to behavioral changes, moods, conversations, group attendance, signs of physical illness, and objective observation; learn to lead recreational and therapeutic activities;

develop skills to provide therapeutic interactions; assist patients on admission by orienting to the unit, explain the Hospital policies, patient rights, and their individual treatment plans; develop teaching skills in areas of Activities of Daily Living (ADL’s), social skills, coping skills; maintain safety and security for patients and staff; respond to psychiatric/medical emergencies with patients; report patient behavioral changes and all abnormal findings to the psychiatric nurse; assist patients in completing self-care activities; observe and interact with assigned patients and groups, and assist in therapeutic activities.

Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of: Basic mental health principals; techniques of treatment; therapeutic interaction, practices, behavior management, and motivation techniques; basic group process; patient rights; infection control;

safety policies/procedures; concepts of performance improvement activities.

Skills in: Teaching activities of daily living; personal hygiene, social skills, communication skills; coping skills, and community resources as part of discharge planning; providing para-professional nursing care as directed; providing therapeutic interactions and group activities.

Abilities to: Document patient care timely, objectively, and in a concise fashion according to hospital policy/procedure; identify and report patient behavioral changes and all abnormal physical findings to the psychiatric nurse; respond to psychiatric and medical emergencies.

SUPERVISION: Does not provide supervision; reports to Psychiatric Nurse Shift Supervisor (PNSS) or charge nurse.

EQUIPMENT USED: General office equipment, thermometers, blood pressure equipment, fire extinguisher, crash cart oxygen tank, gerichairs, scales, wheelchairs, restraints.

REQUISITE QUALIFICATIONS: Candidates must have a minimum of one (1) year’s experience in working with the Seriously Mentally Ill (SMI) adult population, preferably in an environment, or with a

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InGenesis, Inc. Experience and Expertise 26 patient population, similar to that of the State Hospital. Examples include short or long-term psychiatric inpatient or residential treatment settings, as well as psychiatric urgent care or crisis stabilization facilities.

Due to their mental illness, patients in this level of care are considered to be a Danger to Self (DTS), a

Danger to Others (DTO), Persistently and Acutely Disabled (PAD), or Gravely Disabled

The following professional experience does not apply toward meeting the minimum qualifications for placement consideration at the State Hospital as a registry Behavioral Health Technician:

• Working with Children or Adolescents

• Providing Substance Abuse Treatment Services

• Working with the Developmentally Disabled (DD) population

• Hospice Care

• Dialysis

• Working as a Certified Nursing Assistant (CNA) Case Manager or Program Manager.

JOB TASKS:

The Behavioral Health Technician (BHT) shall be responsible for performing the following services that include, but are not limited to:

1. Providing Twenty-four hours, seven days a week (24/7) specialized care, treatment, and security to patients and residents to ensure a safe and therapeutic environment.

2. Observing, interacting and guiding patients and residents.

3. Redirecting inappropriate behaviors and modeling appropriate behaviors.

4. Responding to incidents which may require physical intervention;

5. Initiating and participating in behavior management emergency procedures when a patient or resident is violent, assaultive, suicidal, or has behavior difficulties.

6. Co-Leading life skills and other therapeutic groups and activities;

7. Transporting and supervising patients and residents during visitations, medication administration, meal times (on and off unit), off unit activities and mall time, and reports on patient and resident behavior to the treatment team.

8. Assisting in the implementation of treatment behavior management plans.

9. Consulting with clinical staff in the evaluation, treatment, and management of patients and residents.

10. May provide assistance in specialized therapy programming.

11. Attending and Participating in change of shift reports

12. Responding to a wide variety of incidents which may require physical intervention.

13. Assisting with basic hygiene, nutrition and other activities of daily living necessitated by a resident's or patient’s diminished mental capacity or physical health.

14. Enforcing the facility's guidelines, policies and procedures.

15. Providing/ensuring communication of information between shifts regarding patient and resident behavior changes and program operations.

16. Inspecting patient and resident rooms for cleanliness, order, contraband, etc. and assisting with the search of persons and rooms for contraband.

17. Providing patient and resident escort within the facility, when necessary.

In order to successfully complete the above tasks, the Contractor shall guarantee that all BHT staff provided have the following minimum knowledge, skills and abilities:

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InGenesis, Inc. Experience and Expertise 27

1. Knowledge or principles and practices of interpersonal communications, dynamics of human behaviors and crisis intervention.

2. Knowledge of policies and procedures of the facility processes and procedures for behavioral interventions.

3. Methods and techniques of management of difficult populations.

4. Skills, techniques and methods of programming and crisis intervention

5. Ability to observe, learn, and interpret habits and attitudes and behaviors of persons with psychiatric diagnosis and criminal histories, and provide basic care to these individuals.

6. Ability to assist in the implementation of treatment plans.

7. Ability to follow written and verbal directives as provided by supervisory and/or clinical professional staff.

8. Have previous work experience in the care of psychiatric patients or residents in a behavioral management program/hospital setting, or forensic mental health setting.

B. REGISTERED NURSES (RN)

JOB DUTIES AND RESPONSIBILITIES: Direct care staff work on a rotating schedule and may be required to work any day of the week to meet the needs of the hospital and our patients.

Responsible and accountable for patient care during assigned shift. Establish patient priorities and evaluate patient outcomes. Transcribe physicians’ orders and administer medication and treatments. Provide individual and group therapeutic interventions. Provide on- going patient education. Serve as a primary nurse to assigned patients for the assigned shift. Respond to psychiatric and medical emergencies. Serve as a role model for paraprofessional staff.

Know and adhere to all hospital policies and procedures as well as standards of all regulatory agencies. Assign nursing care of patients and supervise the provision of care.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of: Principles of Psychiatric nursing and general principles of medical, adult geriatric, and forensic nursing, the nursing process in the development of patient care plans, Principles of psychiatric rehabilitation, Pharmacology, Principles of infection control, Effective communication techniques, both oral and written, Hospital policies and procedures, Patient rights and responsibilities, Basic computer programs and software related to the health record.

Skills in: Assessment of patients’ physical and mental status, Assessment of patients’ needs, Communicating with patients, nursing staff, members of the treatment team, and other departments, Therapeutic interventions, Providing education to patients and staff, Documenting observations and interventions.

Abilities to: Provide direction for patients and staff, Administer medications in a safe manner, Enter patient information i.e. nursing assessment and progress notes in the automated health record, Maintain a safe and therapeutic environment, Facilitating psychiatric rehabilitation and other educational groups.

Special Selection Factors: (Includes all applicable requirements from: State Licensure, The

Joint Commission, Medicare, Department of Administration and Arizona Revised Statutes).

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Graduation from an accredited school of nursing. Current RN license or temporary permit from the State of Arizona.

SUPERVISION: Mental Health Program Specialists, Licensed Practical Nurse. May serve as charge nurse on assigned shift.

EQUIPMENT USED: Medical equipment as required, personal computer, other office equipment.

The following professional experience does not apply toward meeting the minimum qualifications for placement consideration at the State Hospital as a registry RN:

• Working with Children or Adolescents

• Providing Substance Abuse Treatment Services

• Working with the Developmentally Disabled (DD) population

• Hospice Care

• Dialysis

• Working as a Certified Nursing Assistant (CNA), Case Manager or Program Manager.

ADDITIONAL EMPLOYMENT REQUIREMENTS: Completes all hospital required orientation requirements; adheres to all state employment laws and rules; adheres to all agency/departmental/hospital policies and procedures; ensures currency and validity of any required driver or professional license, certification or registration and immediately reports any change of status; complies with existing state and hospital fingerprinting requirements and immediately reports all arrests and convictions.

JOB TASKS:

The Registered Nurse (RN) shall be responsible for performing services that include, but are not limited to, the following:

1. Shall provide services such as treatment regimens and the delivery of medications as prescribed by a medical provider or under the guidelines of the Emergency Response Orders and Nursing Treatment Protocols. As needed, assess chronic, acute and emergency health care needs of patients or residents, and document accordingly in the patient or resident’s medical record.

2. Knowledge of communicable disease principles and understanding of Center for Disease

Control (CDC) Occupational Safety Health Association (OSHA) Guidelines. RNs shall have the ability to work with multiple health care disciplines and work cooperatively with Hospital nursing staff.

3. Shall provide services such as treatment regimens and delivery of medications as prescribed by a medical provider or under the guidelines of the Emergency Response Orders and Nursing

Treatment Protocols. As needed, assess chronic, acute and emergency health care needs of the residents/patients, and document accordingly in the medical record.

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4. Prepare and dispense medications and provide direct care to patients and residents following provider orders ensuring documentation of the same. Only RNs will give intravenous (IV) medications.

5. Provide physical or mental rehabilitation through restorative nursing functions and various therapies.

6. Provide physical care to individuals including, but not limited to, feeding, bathing, oral hygiene, and dressing, respecting the patient and/or resident's right to privacy.

7. Provide assistance with activities of daily living including, but not limited to, range of motion, change of position and help with prosthetic devices (stoma, braces, catheters).

TRAINING AND COMPETENCIES:

The Registered Nurse (RN) assigned to the Hospital or the ACPTC shall:

1. Attend the Hospital/ACPTC Orientation.

2. Be required to prove competency for all professional activities in which they will perform while at the Hospital and the ACPTC.

3. Be supervised passing medications the first time at the Hospital or the ACPTC in order to establish competency.