CSP14-10721

For

Customer Relationship Management Technology and Services

Background:

The MetroHealth System is a public health system committed to providing health care to everyone in Cuyahoga County, Ohio, and improving the health of the community overall. Its 6,400 employees deliver care to everyone at its main campus, just west of downtown Cleveland, and at 16 health centers. MetroHealth is home to Cuyahoga County’s only Level I Adult Trauma Center and Comprehensive Burn Care Center. In the past year, MetroHealth provided more than one million patient visits in its hospitals and health centers.

MetroHealth also is an academic medical center committed to teaching and research; each of its active physicians holds a faculty appointment at Case Western Reserve University School of Medicine. MetroHealth has earned Magnet status, which places it in the top 7% of all hospitals nationwide for nursing excellence.

MetroHealth’s mission is, “Leading the way to a healthier you and a healthier community through service, teaching, discovery and teamwork.” For more information, visit

CSP Specifications:

Include pricing to be firm for a term of 3-year(s) “Initial Period” with an option to extend for 2 additional 1-year(s) under the exact pricing, terms and conditions as agreed upon in this agreement and correlating addendums or attachments if applicable.

Engagement:

The MetroHealth System issues this Request for Proposal (RFP) in order to review vendor offerings for health care customer relationship management (CRM) technology and services to support its strategy, marketing and business development initiatives.

MetroHealth’s current plan is to select a vendor, purchase the CRM and implement the installation and training in 2014, and launch the CRM in 2015.

What We Are Seeking

We are seeking a vendor with a proven track record in health care to launch a CRM solution. We expect excellent customer service and training with seasoned account managers and support specialists.

An investment in CRM would achieve the following:

  • Create a centralized data warehouse for the hospital system by collecting, integrating and analyzing disparate database systems, lists and sources of data both internal and external
  • Use advanced predictive modeling, targeting and segmenting methodologies to provide customer profiling for behavior tracking and psychographic analysis on both current and prospective patients
  • Data mining to segment patients by preferences, health risks, disease states, demographics and to predict health outcomes
  • Identify opportunities and create campaigns for new business and new patient growth in geotargeted and service line areas
  • Generate automated, personalized, targeted patient engagement communications via direct mail and digital communications including customized reactivation communications with lapsed patients and population health management
  • Service line algorithms for targeting and growth strategies
  • Campaigns utilizing population health and ACO management strategies; wellness and chronic disease education and management
  • Tracking and calculating measureable results including ROI, campaign effectiveness, new patients, new clients, responses, visits, attendees, calls, sales calls and downstream revenue
  • Interface smoothly with EPIC, MyChart, Raiser’s Edge, Midas, Qualtrics, Advisory Board tools (Crimson Market Advantage and Crimson Population Health Management)
  • Ensure security and confidentiality within HIPAA guidelines
  • Training, maintenance, and on-going excellent customer service

Review/ Selection Committee

  • Marketing and Communications
  • Strategy
  • Information Services

Helpful Hints for Success

As a public hospital, we must adhere to strict guidelines. Review the RFP requirements found in attachment A1 carefully as they must be followed exactly.

  • RFP length must be 20 pages or less; a copy of the contract does not count for these pages
  • RFP submissions will be narrowed to 3 vendors who will be asked to provide a demonstration of the CRM.

Proposal Elements

  1. A brief synopsis of the history of your firm and its organizational structure.
  1. Describe the use of subcontractors and scope of subcontracted responsibilities.
  1. Describe how the CRM supports patient engagement, patient experience, ACO, population health management, meaningful use, social media, traditional, digital and mobile communications.
  1. Identify and describe your firm’s health care related experience and indicate the percentage of your business that are health care clients.
  2. Provide a list of current health care clients. Please note tenure after each client.
  3. Include 3 case studies of your recent experience with a health care client detailing the project from idea origination to successful results.
  1. Describe recommended departments and staffing required for the health care client to leverage the CRM product to its fullest capabilities and describe in detail your firm’s ongoing customer support.
  1. Describe your organization’s experience with the following functional requirements:
  1. Data integration including:
  2. Internal data sources (physician/provider/referral data, credentialing, research, web visitors, social media followers, attendees at events, email registrations, call center, donors, clinical billing, market share, corporate clients, enrollees and membership groups)
  3. External/public data (demographics, individual, household, data elements for modeling, payer/insurance data)
  4. How is data sent to you?
  5. How often is data sent/updated?
  6. What is your process for ensuring a clean and accurate database?
  7. Describe levels of security and access for internal users.
  1. Security and patient privacy; platform is used to host CRM; patient data storage; number of user licenses if any.
  2. Is the system hosted by the vendor in any fashion (cloud?)? Explain technical infrastructure requirements for running this solution.
  3. Describe creative solutions and scenarios that would use targeting, segmentation, predictive modeling, and behavior tracking. Describe standard and customized dashboards and reports for tracking and ROI. How do you evaluate the success of CRM work?
  4. Describe the implementation process, requirements from MetroHealth departments including staff and time commitment within the timeline, and timeline for installation, end-user training, testing, launch and support. If user licenses are needed, how many user licenses are included at start-up? What is the cost for additional user licenses? Please provide a sample project plan/scope of work that includes an estimated implemented schedule.
  5. Describe the process and costs for updates and product enhancements.
  6. Describe the pricing of your CRM, including one-time and annual costs:
  7. Initial build/upfront data load
  8. Customer Support
  9. Maintenance costs
  10. Monthly, quarterly and annual updates
  11. Software/hardware/server and other IT costs
  12. Site licenses if needed:cost per user; cost of additional licenses; can they be transferred between users?
  13. Staffing or consulting costs
  14. Security
  15. Additional and ad-hoc reports
  16. Include any additional pricing
  17. What is not covered in your fee structure?
  18. Provide a list of hardware, software and services that are assumed to be MetroHealth’s responsibility.
  1. What would be your work schedule for this project? Are there shift premiums if you have to work non-traditional hours? Is travel required? If so, how is this addressed?
  2. Describe what makes your firm the best choice.
  3. Describe any cost savings/avoidance opportunities with a CRM.
  4. Provide a sample contract. Does the contract include a risk component that is tied to meeting delivery deadlines? Is a discount provided if deadlines are missed due to your performance?
  5. Provide any other information relevant to support your proposal.
  6. Describe CRM applications for a business and industry target to assist with the growth of MetroHealth Select, our narrow-network health care option regarding employer and employee data, relationship management and wellness initiatives. Include any additional pricing.
  7. Indicate how your CRM will smoothly integrate with EPIC, MyChart, metrohealth.org our external website, Advisory Board tools including Crimson Market Advantage and Crimson Population Health Management, Midas, Raiser’s Edge and the Call Center. Describe logistics of set-up and on-going maintenance.
  8. Describe briefly other products available in your suite of offerings that could possibly integrate with CRM in the future.

MetroHealth Current Information Systems

  1. Primary Inpatient/ Outpatient Electronic Medical Record: EPIC
  2. Hospital Scheduling: EPIC
  3. Fundraising donor database: Raiser's Edge, Blackbaud NetCommunity version 6.55.526.6
  4. Medical Staff Credentialing and Roster: MIDAS Seeker version 8.1
  5. Cost Accounting: HPM
  6. Market Intelligence Tool: Truven Health Analytics; Ohio Hospital Association, Advisory Board
  7. VPN connection to Healthcare Organization’s network (Healthcare Organization Physician Portal) is provided by: Epic Care Link
  8. Pharmacy –Outpatient retail - Rx30 system (Transaction Data) product; Inpatient hospital – Epic Willow
  9. Website: CareTech Solutions: Platform - Careworks CMS