6102 RFI Health Care Interpreter Portal ~1.pdf

RFI – OB #S-44300-00013081 OHA 6102

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STATE OF OREGON

COVER PAGE

Oregon Health Authority, is issuing this Request for Information (RFI) under

OregonBuys #S-44300-00013081– OHA #6102 for Health Care Interpreter Portal Development and Integration

Date of Issue and Time: March 14, 2025

Opening Date and Time: April 15, 2025 @ 4:00 PM

Single Point of Contact (SPC): Rhonda M. Campbell, Procurement Specialist

Issuing Office: Oregon Department of Human Services/Office of Contracting & Procurement

Address: 500 Summer Street NE, E-03 City, State, Zip Salem, OR 97301 Phone (voice) 503-983-0472 Email: Rhonda.M.Campbell@odhsoha.oregon.gov

You can get this document in other languages, large print, braille, or a format you prefer free of charge.

Contact the Contract Administrator at the contact information found below. We accept all relay calls.

mailto:Rhonda.M.Campbell@odhsoha.oregon.gov

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Table of Contents

SECTION 1: GENERAL INFORMATION

1.1 INTRODUCTION

1.2 BACKGROUND

1.3 Request for information purpose

1.4 WHO MAY RESPOND?

1.5 PROJECT OVERVIEW

1.6 DUE DATE 5

1.7 SINGLE POINT OF CONTACT (SPC)

SECTION 2: SCOPE OF WORK

2.1 SCOPE

SECTION 3: SUBMISSION AND RESPONSE REQUIREMENTS

3.1 SUBMISSION REQUIREMENTS

3.2 OWNERSHIP/PERMISSION TO USE MATERIALS

3.3 QUESTIONS / REQUESTS FOR CLARIFICATION

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SECTION 1: GENERAL INFORMATION

1.1 INTRODUCTION

The State of Oregon, acting by and through its Oregon Health Authority (OHA), is seeking information from qualified vendors regarding the purchase and customization, or creation, of a Health Care Interpreter (HCI) Scheduling System, also referred to as an "online health care interpreter scheduling portal."

The purpose of this Request for Information (RFI) is to gather insights, industry best practices, and innovative solutions to help inform a potential Request for Proposal (RFP) in the future. OHA seeks to identify scheduling system capabilities and features that could enhance language access services for health care providers and Oregon Health Plan Medicaid patients in Oregon.

This RFI is for informational purposes only and will not result in a contract or agreement. Participation is voluntary and does not obligate the agency to procure goods or services. The agency may use the information gained in this RFI to help develop a future competitive selection process that could result in a contract. OHA is not responsible for any expenses or costs incurred by responding to this RFI. All costs incurred in preparing and submitting a Response will be the responsibility of the Respondent and will not be reimbursed by the agency.

1.2 BACKGROUND

In 2024, the Oregon Legislature passed Senate Bill 1578. As described in the bill, the portal should allow health care providers and Coordinated Care Organizations to schedule Certified or Qualified health care interpreters when administering services to Oregon Health Plan (OHP) members with Limited English Proficiency (LEP) or those who are Deaf or hard of hearing. OHA tracks its Certified and Qualified HCIs from the "Central Registry." SB 1578 also directs OHA to contract with an Oregon nonprofit to develop and administer a health care interpreter recruitment and retention program. Oregon has ambitious goals around health care access and outcomes, and improved access to interpreter services is a key component to ensure we are not discriminating based on language of origin. This Scheduling Portal aims to help Oregon achieve these goals. The core elements from SB 1578:

Provide an online scheduling mechanism that health care providers, including Coordinated Care Organizations (CCOs), may use to directly schedule appointments with Certified and Qualified HCI to serve OHP members.

Process claims for HCI services rendered to OHP members and scheduled through the interpreter scheduling portal.

OHA shall contract a nonprofit entity to develop and administer a health care interpreter recruitment and retention program.

1.3 REQUEST FOR INFORMATION PURPOSE

The agency has initiated this RFI to gather information from the market to see what is possible and what may constitute best practices for a Health Care Interpreter Scheduling Portal.

https://olis.oregonlegislature.gov/liz/2024R1/Measures/Overview/SB1578 https://www.oregon.gov/oha/HPA/Pages/CCOs-Oregon.aspx https://www.oregon.gov/oha/HPA/Pages/CCOs-Oregon.aspx

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The State of Oregon intends to use the RFI responses' information, recommendations, and best practices to curate a potential future RFP that best aligns with our goals and meets the needs of the key users; health care interpreters, provider offices, and Coordinated Care Organizations.

1.4 WHO MAY RESPOND?

The agency is seeking information from Respondents who have demonstrated experience in successfully completing or supported completing other online scheduling portals with complex service provider parameters (such as the abilities, locations, availability, and other HCI details), as well as multiple payers (services must be billable to Medicaid or any CCOs participating in the portal, and possibly other providers), as well as integration or communication with other systems such as MMIS, Epic, and others.

1.5 PROJECT OVERVIEW

The agency is seeking information on the Health Care Interpreter Scheduling Portal to eventually contract with a developer to create a portal meeting the needs of Oregon's Medicaid system, the provider offices scheduling HCI services, as well as the HCIs who will be available for scheduling through the portal.

For the portal to meet the functional needs and be effective, it must integrate with several existing Agency systems, including Oregon's Medicaid Management Information System (MMIS) and Oregon's Health Care Interpreter Central Registry. Integration with Epic and other electronic health records systems in Oregon may also be needed to meet the needs of the provider offices scheduling the appointments.

The portal will be critical to building a system that supports Medicaid members needing help with English in getting quality health care interpretation so they can understand their provider and have input into their health management and decisions that impact their health. The portal will also fill a gap for health care provider offices by providing a system to efficiently and reliably schedule health care interpreters who meet Oregon regulations. Just as important, it will support health care interpreters in securing reliable work and encourage additional health care interpreters to enter the field so Oregon can better meet the needs of our Medicaid members. The portal must also be built to meet CCO needs and address their barriers in providing meaningful language access to their members.

The agency is seeking a health care interpreter scheduling portal that will serve the needs of the HCIs and the provider offices in scheduling their services.

• HCIs must be able to update their availability, language/dialect offerings, interpretation modality offerings, geographic region, certifications, background check status, and other parameters.

• Provider offices must be able to search for HCIs who meet their criteria, including language/dialect, time of appointment, location availability, gender preference, and other parameters as identified.

The portal must also be able to accomplish tasks in addition to scheduling, including, but not limited to:

• Provide an option to meet the interpretation needs even when a Certified or Qualified HCI is unavailable, so the portal is a one-stop-shop for interpretation needs.

• Allow feedback and comments about the health care interpreter and the provider's office so each party can choose to be more discerning if desired.

• Communicate with the OHA MMIS system.

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• Provide claims/payment instructions after each completed appointment and route it to the identified payer

• Communicate or integrate with Epic and other electronic health records systems.

• Communicate or integrate with the Oregon Central Registry of Certified and Qualified HCIs

• Allow HCIs and provider users to export reports as determined by end-user input.

Successful implementation of the portal is expected to lead to more Medicaid members who need help with English being able to understand their doctor, fewer appointment cancellations due to 'no interpreter available,' more providers meeting state requirements for providing quality interpretation, more CCOs meeting OHA metrics for meaningful language access, more health care interpreters entering the field, and better retention of existing experienced health care interpreters.

The following figure represents an example of some of the known related systems and entities that will need to interface to successfully develop and deploy the health care interpreter scheduling portal outlined in this RFI. This figure should be viewed as a snapshot/example as more systems may be identified during and after this RFI process.

Medicaid Management Information System (MMIS)

Health Care Provider

Claim Status by provider

Scheduling

Portal Post a claim

Interpreter

Claim Status by Interpreter

Claim

Scheduling

Scheduling (EDI to EPIC)

Health Care Interpreter Scheduling Portal

Already Exist in Current State

Interpreters Registry (HCI) Health Care Provider

MMIS Direct Post a claim

Vendor Interpreter Scheduling Portal

Scope

LIST

Portal

Scheduling (Availability) Buffering/

Milage

Check Status

Submit Claims

Views, Reporting &

Analytics

View/Send Billing

Instructions

Account

CCO

Claim Status

Claim Status by provider/Interpreter

Scheduling

Claim Status

Billing Instructions

1.6 DUE DATE

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Responses to this RFI will be received until the opening date and time as referenced on the cover page.

Responses received after the Opening date and time shall be deemed late and not considered.

1.7 SINGLE POINT OF CONTACT (SPC)

The SPC for this RFI is identified on the Cover Page, along with the SPC's contact information.

Respondent shall direct all communications related to any provision of the RFI only to the SPC, whether about the technical requirements of the RFI, the RFI process, or any other provision.

AUTHORITY AND METHOD

The agency has authority and uses the Request for Information solicitation method, according to ORS 279A.050.

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SECTION 2: SCOPE OF WORK

2.1 SCOPE

The agency seeks information for the following scope elements to inform an anticipated future Request for Proposals for the Health Care Interpreter Scheduling Portal. Please provide answers to any or all of the questions below as part of your response to this RFI.

2.1.1 General Questions & Features

2.1.1.1 Involvement in Development:

• What level of involvement has your firm had in developing and supporting similar products?

2.1.1.2 Implementation Strategies:

• Please describe your implementation strategy for this type of solution.

2.1.1.3 Development Process:

• How do you typically outline the development and rollout process for projects like this?

Include timelines, milestones, and key deliverables.

• How would you handle feedback engagement from past interpretation events from providers, HCIs, and patients?

• What are your processes to manage change requests?

• Describe your defect tracking and resolution process for system issues. How do you prioritize and communicate these issues to clients?

2.1.1.4 Project Management Methodology:

• What project management methodology do you recommend (Agile, Waterfall, Hybrid), and what level of engagement would you require from OHA? Please describe how you adapt your methodology to client needs.

2.1.2 System Capabilities and User Interface

2.1.2.1 HCI capabilities:

• How would your solution handle scheduling of in-person, virtual, and phone interpretation services? If so, how do you manage scheduling and submission for payment of services?

• How would your solution handle pre-scheduled and on demand appointments? If so, how do you manage scheduling and submission for payment of services, and are there any notable differences from what is needed between pre-scheduled vs on-demand?

2.1.2.2 User Interface Design:

• How does your solution ensure a user-friendly interface for both interpreters and providers?

Can you provide examples or screenshots of the user interface?

• Does your platform meet WCAG 2.1 or other accessibility standards for users with

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2.1.2.3 Training and Support:

• What training resources do you provide for users (e.g., interpreters, administrative staff)? Is there ongoing support available?

2.1.3 Scheduling and Availability

2.1.3.1 Scheduling:

• Describe your solutions approach to scheduling.

• How does your solution handle variation from existing schedule? (late, no-show, extended)

2.1.3.2 Conflict Prevention:

• How does your solution prevent scheduling conflicts for interpreters with overlapping appointments? Describe the algorithms or logic used.

2.1.3.3 Real-Time Availability Management:

• How would your solution allow interpreters to manage real-time availability, and how is availability displayed to providers? Include details on the user interface and notifications.

2.1.3.4 Patient Preferences:

• Can your system support patient preferences for previously used interpreters? How is this information utilized in scheduling?

2.1.3.5 Interpreter Request Management:

• Does your solution randomize interpreter selection so the same interpreter for a search doesn't always come up first?

• Are there any options if no Qualified/Certified interpreters are available in the Registry?

2.1.4 Claims

2.1.4.1 Integration with Payers:

• Can your platform integrate with the MMIS and other payers (CCOs, hospitals, Federal Qualified Health Centers, Epic and other electronic health record systems)? Provide examples of successful integrations.

2.1.4.2 Mileage Reimbursement:

• How does your solution support mileage reimbursement claims?

2.1.4.3 Variable Payment Rates:

• Can your solution accommodate varying rates?

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2.1.4.4 Claims Processing:

• How does your solution handle complex claim processes?

2.1.5 Security & Compliance

2.1.5.1 Security Frameworks:

• What security frameworks (e.g., SOC2, HIPAA, NIST, FedRAMP) do you follow to ensure data privacy and regulatory compliance? Provide documentation or certifications if available.

2.1.5.2 Uptime Strategies:

• What strategies and tools do you use to maintain 24/7 uptime and prevent system outages?

Describe your redundancy and disaster recovery plans.

• What is your historical uptime percentage over the past three years? What guarantees can you provide regarding system availability?

2.1.6 Reporting & Data Analytics

2.1.6.1 Data Tools:

• What tools are included in your solution to support reporting and analytics?

2.1.6.2 Data Analytics:

• Do you provide a separate 'sandbox' or data store to support end-user ad-hoc reporting?

What does that look like? Does it require licenses?

2.1.6.3 Audit and Reporting Features:

• What audit and reporting features are included in your solution? Include details on data retention and access controls.

2.1.6.4 Performance Metrics Tracking:

• How does your solution track key performance metrics (e.g., missed appointments, language demand trends, interpreter availability)? What tools are used for this analysis?

2.1.6.5 Reporting Tools:

• What reporting tools and dashboard functionalities do you offer for administrators? Can these be customized based on user roles?

2.1.7 Integrations & Technical Capabilities

2.1.7.1 EHR Integrations:

• Have you integrated with Epic or other Electronic Health Record (EHR) systems before?

Please provide details on the integration process and any challenges faced.

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2.1.7.2 API Support:

• How does your platform support API-based integrations with third-party scheduling, billing, and video conferencing tools? Provide examples of existing integrations.

2.1.7.3 EDI Compliance:

• What is your experience with Electronic Data Interchange (EDI) compliance for Medicaid billing? Describe your approach to ensuring compliance.

2.1.8 Data Management

2.1.8.1 Data Repository

• What is the underlying data repository for your solution?

2.1.8.2 Data Ownership and Access:

• Who owns the data collected through your system? How can organizations access and export their data?

2.1.9 Cost Structure and Pricing Model:

2.1.9.1 Pricing Transparency:

• Can you provide examples of associated costs, including implementation, ongoing maintenance, per-transaction fees, and other costs related to system updates?

2.1.10 Regulatory and Legal Considerations

2.1.10.1 Compliance with Local Regulations:

• How adaptable is your solution to ensure compliance with local and state regulations regarding interpreter services and billing? What is involved in making changes, and how are regulatory changes implemented?

2.1.11 Recruitment and Retention

2.1.11.1 Facilitating SB 1578 Compliance:

• SB 1578 requires OHA to contract with a nonprofit entity to develop and administer a health care interpreter recruitment and retention program. How would you facilitate this requirement within your solution and services?

2.1.11.2 Nonprofit Partnership Experience:

• Have you worked with a nonprofit as an additional contractor on a large contract?

• Which nonprofits have you worked with before, and how were they incorporated into the project?

2.1.12 Technical Architecture

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2.1.12.1 Technology:

• Describe the technical architecture of your solution.

• How would you tailor this for OHA's needs?

2.1.13 Organizational Change Management

• How does your solution handle internal and external change management (communication, readiness, and training)?

2.1.14 Optional Considerations (Emerging Technologies)

2.1.14.1 Video Interpretation Integration:

• How would you recommend integrating video interpretation services into the scheduling portal? Discuss any existing solutions or partnerships.

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SECTION 3: SUBMISSION AND RESPONSE REQUIREMENTS

3.1 SUBMISSION REQUIREMENTS

The respondent must submit its response electronically through OregonBuys. The respondent must follow the procedures outlined in detailed instructions on submitting a response at OregonBuys Vendor Formal Solicitation Response.

Respondents to this RFI must upload the following files in PDF format:

• Attachment A – Respondent Information and Certification Sheet

• Attachment B – Disclosure Exemption Affidavit

• Attachment C-1 and C-2- Copy and paste of questions from Section 2.1, including Respondent's answers and cost sheet

In addition, Respondents are encouraged to provide the following items (preferably in their entirety) and upload them as a .PDF file for each in Oregon Buys.

• A sample high-level Project Implementation Plan.

• A sample high-level architecture diagram.

• A sample organization change management plan.

• A sample Cost Estimate that includes items noted above in section 2.1 and includes:

a. Scheduling Platform Design, Development and Implementation

b. Retention and Recruitment Solution

c. To-Be Infrastructure

d. Ongoing Maintenance & Hosting of Platform

e. Integration tools

f. Software, training, maintenance, services, and any other requirements for the project.

g. Other solution costs

Please include any potential cost-saving measures (without compromising quality.)

3.2 OWNERSHIP/PERMISSION TO USE MATERIALS

All Responses are public record and are subject to public inspection. Application of the Oregon Public Records Law will determine whether any information is actually exempt from disclosure.

All Responses submitted to this RFI become the property of the agency. By submitting a Response to this RFI, Respondent grants the State of Oregon a non-exclusive, perpetual, irrevocable, royalty-free license for the rights to copy, distribute, display, prepare derivative works of and transmit the response solely to review the response or as otherwise needed to administer the RFI process, and to fulfill obligations under https://www.oregon.gov/das/ORBuys/Documents/OregonBuys%20Vendor%20Formal%20Solicitation%20Response.pdf https://www.oregon.gov/das/ORBuys/Documents/OregonBuys%20Vendor%20Formal%20Solicitation%20Response.pdf

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Oregon Public Records Law (ORS 192.410 through 192.505.) Responses, including supporting materials, will not be returned to Respondent.

If Respondent believes any of its response is exempt from disclosure under Oregon Public Records Law (ORS 192.311 through 192.478), Respondent shall complete and submit the Disclosure Exemption Affidavit (Attachment B), and Respondent also shall submit a fully redacted version of its response, clearly identified as the redacted version.

3.3 QUESTIONS / REQUESTS FOR CLARIFICATION

All inquiries, whether relating to the RFI process, administration, deadline, intent or technical aspects of the RFI, must:

• Be delivered to the SPC via an OregonBuys submission or email.

• Reference the OregonBuys bid number.

• Identify the Respondent's name and contact information.

• Refer to the specific area of the RFI being questioned (i.e., page, section and paragraph number); and

• Questions due by 4/1/25 at 4:00 PM PST.

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ATTACHMENT A — RESPONDENT INFORMATION AND

CERTIFICATION SHEET

Legal Name of Responden (as filed with the IRS):

Address: City, State, Zip:

State of Incorporation: Entity Type:

Contact Name: Telephone: Email:

Oregon Business Registry Number (if required):

Any individual signing below hereby certifies they are an authorized representative of Respondent and that:

1. No attempt has been made or will be made by the Respondent to induce any other person or organization to submit or not submit a Response.

2. All contents of this Respondent Information and Certification Sheet are truthful and accurate and have been prepared independently from all other Responses, and without collusion, fraud, or other dishonesty.

3. Respondent acknowledges that the response for any of the services described in this RFI will be used for planning and informational purposes only. Agency may issue a separate procurement in the future or directly negotiate for the services required by agency.

Authorized Signature Date

(Printed Name and Title)

*** THIS PAGE SHOULD BE THE COVER PAGE OF THE RESPONSE ***

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ATTACHMENT B — DISCLOSURE EXEMPTION AFFIDAVIT

____________________ (Affiant), being first duly sworn under oath, and representing [insert Proposer Name] (hereafter "Proposer"), hereby deposes and swears or affirms under penalty of perjury that:

12. I am an employee of the Proposer, I have knowledge of the Request for Proposals referenced herein, and I have full authority from the Proposer to submit this affidavit and accept the responsibilities stated herein.

13. I am aware that the Proposer has submitted a Proposal, dated on or about [insert date] (the "Proposal"), to the State of Oregon (State) in response to Request for Proposals [insert RFP #], for [insert description of RFP], and I am familiar with the contents of the RFP and Proposal.

14. I have read and am familiar with the provisions of Oregon's Public Records Law, Oregon Revised Statutes ("ORS") 192.311 through 192.478, and the Uniform Trade Secrets Act as adopted by the State of Oregon, which is set forth in ORS 646.461 through ORS 646.475. I understand that the Proposal is a public record held by a public body and is subject to disclosure under the Oregon Public Records Law unless specifically exempt from disclosure under that law.

15. I have reviewed the information contained in the Proposal. The Proposer believes the information listed in Exhibit A is exempt from public disclosure (collectively, the "Exempt Information"), which is incorporated herein by this reference. It is my opinion that the Exempt Information is exempt from disclosure under Oregon's Public Records Law under the specifically designated sections as set forth in Exhibit A or constitutes "Trade Secrets" under either the Oregon Public Records Law or the Uniform Trade Secrets Act as adopted in Oregon because that information is either:

A. A formula, plan, pattern, process, tool, mechanism, compound, procedure, production data, or compilation of information that:

i. is not patented,

ii. is known only to certain individuals within the Proposer's organization and that is used in a business the Proposer conducts,

iii. has actual or potential commercial value, and

iv. gives its user an opportunity to obtain a business advantage over competitors who do not know or use it.

or

B. Information, including a drawing, cost data, customer list, formula, pattern, compilation, program, device, method, technique or process that:

i. Derives independent economic value, actual or potential, from not being generally known to the public or to other persons who can obtain economic value from its disclosure or use; and

ii. Is the subject of efforts by the Proposer that are reasonable under the circumstances to maintain its secrecy.

16. I understand that disclosure of the information referenced in Exhibit A may depend on official or judicial determinations made in accordance with the Public Records Law.

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Affiant's Signature

State of ___________)

) ss:

County of ________)

Signed and sworn to before me on ___________ (date) by ______________________ (Affiant's name).

Notary Public for the State of _________________

My Commission Expires: _________

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ATTACHMENT C-1

RFI# S-44300-00013081– (OHA #6102)

Section 2.1: Scope of Work

Questions/Respondent’s Responses

Agency is seeking information for the following scope elements to inform an anticipated Request for Proposals for services and technology.

Respondent: Please provide as complete answers to following questions taken from Section 2: Scope of Work as possible. Note: the requested estimated time and cost can be entered into Attachment C-2. Please return completed Sections C-1 and C-2 with your response, or alternatively provide requested information on your own form.

We realize this is a broad set of questions. If you have samples of deliverables or other documentation that would help to answer some of the following questions in lieu of answering line by line, please feel free to include with your response. Thank you.

From Section 2.1:

2.1 SCOPE

The agency seeks information for the following scope elements to inform an anticipated Request for Proposals for the Health Care Interpreter Scheduling Portal. Please provide answers to the questions below as part of your response to this RFI.

2.1.1 General Questions & Features

2.1.1.1 Involvement in Development:

• What level of involvement has your firm had in developing and supporting similar products?

2.1.1.2 Implementation Strategies:

• Please describe your implementation strategy for this type of solution.

2.1.1.3 Development Process:

• How do you typically outline the development and rollout process for projects like this?

Include timelines, milestones, and key deliverables.

• How would you handle feedback engagement from past interpretation events from providers, HCIs, and patients?

• What are your processes to manage change requests?

• Describe your defect tracking and resolution process for system issues. How do you prioritize and communicate these issues to clients?

2.1.1.4 Project Management Methodology:

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• What project management methodology do you recommend (Agile, Waterfall, Hybrid), and what level of engagement would you require from OHA? Please describe how you adapt your methodology to client needs.

2.1.2 System Capabilities and User Interface

2.1.2.1 HCI capabilities:

• How would your solution handle scheduling of in-person, virtual, and phone interpretation services? If so, how do you manage scheduling and submission for payment of services?

• How would your solution handle pre-scheduled and on demand appointments? If so, how do you manage scheduling and submission for payment of services, and are there any notable differences from what is needed between pre-scheduled vs on-demand?

2.1.2.2 User Interface Design:

• How does your solution ensure a user-friendly interface for both interpreters and providers?

Can you provide examples or screenshots of the user interface?

• Does your platform meet WCAG 2.1 or other accessibility standards for users with disabilities? What usability testing do you conduct to ensure an intuitive experience?

2.1.2.3 Training and Support:

• What training resources do you provide for users (e.g., interpreters, administrative staff)? Is there ongoing support available?

2.1.3 Scheduling and Availability

2.1.3.1 Scheduling:

• Describe your solutions approach to scheduling.

• How does your solution handle variation from existing schedule? (late, no-show, extended)

2.1.3.2 Conflict Prevention:

• How does your solution prevent scheduling conflicts for interpreters with overlapping appointments? Describe the algorithms or logic used.

2.1.3.3 Real-Time Availability Management:

• How would your solution allow interpreters to manage real-time availability, and how is availability displayed to providers? Include details on the user interface and notifications.

2.1.3.4 Patient Preferences:

• Can your system support patient preferences for previously used interpreters? How is this information utilized in scheduling?

2.1.3.5 Interpreter Request Management:

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• Does your solution randomize interpreter selection so the same interpreter for a search doesn't always come up first?

• Are there any options if no Qualified/Certified interpreters are available in the Registry?

2.1.4 Claims

2.1.4.1 Integration with Payers:

• Can your platform integrate with the MMIS and other payers (CCOs, hospitals, Federal Qualified Health Centers, Epic and other electronic health record systems)? Provide examples of successful integrations.

2.1.4.2 Mileage Reimbursement:

• How does your solution support mileage reimbursement claims?

2.1.4.3 Variable Payment Rates:

• Can your solution accommodate varying rates?

2.1.4.4 Claims Processing:

• How does your solution handle complex claim processes?

2.1.5 Security & Compliance

2.1.5.1 Security Frameworks:

• What security frameworks (e.g., SOC2, HIPAA, NIST, FedRAMP) do you follow to ensure data privacy and regulatory compliance? Provide documentation or certifications if available.

2.1.5.2 Uptime Strategies:

• What strategies and tools do you use to maintain 24/7 uptime and prevent system outages?

Describe your redundancy and disaster recovery plans.

• What is your historical uptime percentage over the past three years? What guarantees can you provide regarding system availability?

2.1.6 Reporting & Data Analytics

2.1.6.1 Data Tools:

• What tools are included in your solution to support reporting and analytics?

2.1.6.2 Data Analytics:

• Do you provide a separate 'sandbox' or data store to support end-user ad-hoc reporting?

What does that look like? Does it require licenses?

2.1.6.3 Audit and Reporting Features:

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• What audit and reporting features are included in your solution? Include details on data retention and access controls.

2.1.6.4 Performance Metrics Tracking:

• How does your solution track key performance metrics (e.g., missed appointments, language demand trends, interpreter availability)? What tools are used for this analysis?

2.1.6.5 Reporting Tools:

• What reporting tools and dashboard functionalities do you offer for administrators? Can these be customized based on user roles?

2.1.7 Integrations & Technical Capabilities

2.1.7.1 EHR Integrations:

• Have you integrated with EPIC or other Electronic Health Record (EHR) systems before?

Please provide details on the integration process and any challenges faced.

2.1.7.2 API Support:

• How does your platform support API-based integrations with third-party scheduling, billing, and video conferencing tools? Provide examples of existing integrations.

2.1.7.3 EDI Compliance:

• What is your experience with Electronic Data Interchange (EDI) compliance for Medicaid billing? Describe your approach to ensuring compliance.

2.1.8 Data Management

2.1.8.1 Data Repository

• What is the underlying data repository for your solution?

2.1.8.2 Data Ownership and Access:

• Who owns the data collected through your system? How can organizations access and export their data?

2.1.9 Cost Structure and Pricing Model:

2.1.9.1 Pricing Transparency:

• Can you provide examples of associated costs, including implementation, ongoing maintenance, per-transaction fees, and other costs related to system updates?

2.1.10 Regulatory and Legal Considerations

2.1.10.1 Compliance with Local Regulations:

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• How adaptable is your solution to ensure compliance with local and state regulations regarding interpreter services and billing? What is involved in making changes, and how are regulatory changes implemented?

2.1.11 Recruitment and Retention

2.1.11.1 Facilitating SB 1578 Compliance:

• SB 1578 requires OHA to contract with a nonprofit entity to develop and administer a health care interpreter recruitment and retention program. How would you facilitate this requirement within your solution and services?

2.1.11.2 Nonprofit Partnership Experience:

• Have you worked with a nonprofit as an additional contractor on a large contract?

• Which nonprofits have you worked with before, and how were they incorporated into the project?

2.1.12 Technical Architecture

2.1.12.1 Technology:

• Describe the technical architecture of your solution.

• How would you tailor this for OHA's needs?

2.1.13 Organizational Change Management

• How does your solution handle internal and external change management. (communication, readiness, and training)

2.1.14 Optional Considerations (Emerging Technologies)

2.1.14.1 Video Interpretation Integration:

• How would you recommend integrating video interpretation services into the scheduling portal? Discuss any existing solutions or partnerships.

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Attachment C-2

Estimated Cost Example – RFI OB# S-44300-00013081 (OHA #6102)

Respondent: You may include estimated cost in a separate document on your own form or using this form

Task / Deliverable Labor Category (if applicable)

Estimated Number of

Hours Estimated Price

Estimated Price to complete all tasks and deliverables listed: