4.3 Narrative Proposal Template~4.docx
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- Attached to
- Health Advocacy & Navigation Services
- Solicitation number
- HR-26-755
- Issued by
- California
About this file
This is a Narrative Proposal Template for the City of Long Beach's Health Advocacy & Navigation Services Request for Proposal. The City of Long Beach seeks qualified firms to provide health advocacy and navigation services to eligible employees, retirees, and their family members, with services potentially including care coordination, physician locator services, claims assistance, fee negotiation, and grievance advice. Proposers must use the editable template provided and may submit additional supporting documentation. The template requires detailed information across multiple sections including organizational capacity and experience, method of approach, and communications and reporting capabilities. Proposers must clearly label any proprietary, confidential, or trade secret information as "CONFIDENTIAL," with unmarked sections considered public information after the Notice of Intent to Award is posted and the protest period closes.
The proposal template requires extensive organizational disclosure including company structure, incorporation details, mission statement, relevant experience, staffing plans, backup support procedures, client references, and details of any outstanding legal actions, mergers, acquisitions, bankruptcies, or contract terminations within specified timeframes. For subcontracted services, similar capacity and experience information must be provided. The method of approach section requires an executive summary, detailed descriptions of advocacy services and member engagement strategies, health advocate qualifications and staffing ratios, accessibility standards compliance, data requirements and security procedures including HIPAA compliance, and implementation of emerging technologies such as artificial intelligence. Additionally, proposers must describe reporting capabilities, escalation procedures, engagement metrics, real-time dashboard functionality, and member communication strategies, along with documentation plans for subcontractor payments.
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Text version
Name of Firm
4.3 Narrative Proposal Template
An editable version of the template below has been posted to Long Beach Buys Proposers are required to use this editable template and submit it as their narrative proposal. Proposers may submit other attachments as supporting documentation.
Confidential and/or Proprietary Information Any information that a Proposer believes may be considered proprietary, confidential, or a trade secret should be labeled with term CONFIDENTIAL on that part of the proposal. All proposals and parts of the proposals which are not marked as confidential will be automatically considered public information after the Notice of Intent to Award has been posted and the protest period has been closed. The City will comply with the Proposer’s request to withhold the requested confidential information to the extent allowed by the Public Information Act.
Organizational Capacity & Experience
PROPOSER CONTACT INFORMATION
| Organization |
| Company Name |
Company Address
Federal Tax ID Number
Website
| Authorized Representative |
| Name |
Title
Email Address
Phone Number
| Other Point of Contact (if required) |
| Name |
Title
Email Address
Phone Number
PROPOSER CAPACITY & EXPERIENCE
| What type of enterprise is the organization? |
| ☐ Non-Profit |
☐ Sole Proprietorship
☐ General Partnership
☐ Corporation
State and Date of incorporation:
☐ Limited Liability Company
☐ Other _________________________________
Briefly describe your organization’s background, culture, and mission statement.
What other names, if any, has your organization operated under?
Describe why your organization is qualified to provide the services described in this RFP (1-2 paragraphs)
Describe the length of time your organization has been providing the services described in this RFP (1-3 sentences)
Describe your success with similar clients and explain where your organization value stands out compared to other services providers.
Provide a plan of overview for how the project will be staffed, including the percentage of time each employee will be allocated to the project and their titles, qualifications, and number of years with the organization.
Describe the backup support plan to ensure continuity of service in the event primary account team members are on leave, reassigned, or otherwise unavailable Include how responsibilities transition during coverage periods.
Where are the representative(s) that would service the City’s account located?
How is your client team structured?
What is your staff retention rate?
Are there any outstanding legal actions pending against your organization? If yes, explain the nature and current status of the action(s). Additionally, explain how your organization will ensure any outstanding actions will not disrupt it’s ability to provide services to the City.
Has your organization experienced a recent merger or acquisition activity within the last 24 months? If yes, please explain.
Does your organization anticipate any restructuring or reorganization in the next two years (e.g., major staff changes or office relocations or closings). If yes, please explain the anticipated changes and how they would impact business with the City.
Has your organization ever filed for bankruptcy? If yes, when, and what is the current status of your filing?
Has your organization had a contract terminated for case or non-renewed within the last five (5) years? If yes, by whom and for what circumstances? Provide the name and telephone number of any clients that have terminated your organization for cause in the last five (5) years.
REFERENCES
| Reference 1 |
| Company |
Project Manager
Phone Number
Project Description
Project Start and End Dates
| Reference 2 |
| Company |
Project Manager
Phone Number
Project Description
Project Start and
| Reference 3 |
| Company |
Project Manager
Phone Number
Project Description
Project Start and
SUB-CONTRACTOR CONTACT INFORMATION
| Does the proposal include subcontractors? |
| ☐ Yes |
☐ No
If applicable, provide the following for all subcontractors included in this proposal.
| Organization |
| Company Name |
Company Address
| Authorized Representative |
| Name |
Title
Email Address
Phone Number
| Other Point of Contact (if required) |
| Name |
Title
Email Address
Phone Number
SUBCONTRACTOR CAPACITY & EXPERIENCE
| What type of enterprise is the organization? |
| ☐ Non-Profit |
☐ Sole Proprietorship
☐ General Partnership
☐ Corporation
State and Date of incorporation:
☐ Limited Liability Company
☐ Other _________________________________
Which specific requirements of this RFP will the subcontractor perform?
Is the subcontractor registered with the California Department of Industrial Relations? If yes, provide registration number.
Please describe why the organization is qualified to provide the services described in this RFP (1-2 paragraphs).
Please describe the length of time the organization has been providing the services described in this RFP (1-3 sentences).
How many employees does the organization have nationally, locally, and residing in Long Beach?
Where are the representative(s) that would service the City’s account located?
Method of Approach
1. Provide an executive summary. It should demonstrate a clear understanding of the scope of work and describe how your organization will fulfill the requirements outlined Section 2 Scope of Work.
2. Describe your organization’s approach to assisting members in accessing the appropriate information or care to meet their needs. Which issues can your organization directly help members resolve, and which issues can your organization only advise members on and/or refer them back to the carrier, provider, or employer? Describe the typical procedures when health advocates are unable to resolve a member’s inquiry
3. Describe the qualifications, experience, tenure, and skill sets of your organizations health advocates.
4. Will the advocate assigned to an individual remain the same until the individual’s current issue is resolved? Will the same advocate also handle future inquiries with the same individual?
5. What is the average staffing ratio of health advocates to enrolled members?
6. Describe your best practices for driving engagement.
7. Describe your organizations approach to adhering to accessibility standards, ensuring website and mobile application usability for people with visual, hearing, motor, or other disabilities. Provide a link to a public website designed and developed for your firm that demonstrates the described manner of accessibility compliance.
8. What health plan data do you need to operate effectively? What is the frequency required for each data set? What is the typical time frame from receipt of such data to it being loaded and available in your system? What can you do with eligibility-only data?
9. Describe your data security standards and procedures regarding HIPAA compliance and the handling of PHI during and after the contract term. Additionally, detail your notification procedures and risk mitigation plan in the event of a breach of confidential or sensitive data.
10. Describe your organization’s current or anticipated use of emerging solutions and technologies in the delivery of its services (e.g., artificial intelligence [AI], machine learning, natural language processing, social determinants of health). If your organization uses AI, describe the specific functions performed by AI, how they improve member experience, and any related data protection measures. Note if clients and/or members can opt in or out of features that use AI.
Based on the City’s likely needs and your organization’s proposed implementation plan, identify three potential risks or challenges to implementation. Describe your mitigation strategy to prevent, monitor, and resolve each potential issue.
11. What would your organization need from the City to implement the contract successfully?
Communications & Reporting
1. Describe how your organization will proactively share standard and non-standard reporting and utilization reports with the City. Provide a list of available standard reports , describe the typical reporting frequency with similar clients, and outline the process for requesting customized reports.
2. Provide a detailed escalation process for service issues, complex member cases, data concerns, or operational challenges. Identify response-time expectations, and how escalations are documented, tracked, and resolved.
3. Describe how your organization measures and reports on engagement, identified gaps in care, clinical outcomes, and/or financial outcomes.
4. Describe your organization’s approach to regularly reviewing reporting and dashboard data with the City to help proactively support employee well-being and reduce costs. How have you helped similar clients intentionally use data related to case volume, issue type, chronic conditions, recurring carrier issues, and other trends?
5. Does your organization provide real-time client dashboards? If yes, what trend data would the City be able to access from the dashboard? Please provide a guest login or examples of reporting available via the client dashboard.
6. Describe your organization’s approach to enhancing member communication, including how you identified and shared opportunities for improved member engagement with similar clients. Include information of the employee opt-out process for focused communication.
7. The City requires that the Awarded Contractor provide proof of payment of any subcontractors used for this project. If the proposal includes subcontractors, please describe the plan for how the City will be notified of such payments.
Name of Firm | Page 2 of 2
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