Emergent Virtual Face-to-Face Network Platform

Overview

Healthcare Services, Wellness & Biotech

Eatontown, New Jersey, United StatesPosted 2 months agoDeadline: March 27th, 2026

Fit Score

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SUMMARY

RFI for a clinical platform to manage virtual encounters, integrate with existing records systems, and support real-time communication, operational dashboards, and AI capabilities.

KEY REQUIREMENTS

Platform must be intuitive for clinicians, employ standard clinical language, and facilitate on-demand care delivery, documentation, order entry, care coordination, follow-up, and administrative/clinical case review.
Platform must operate across the enterprise, regardless of Veteran location in the United States or U.S. Territories.
Veterans with multiple comorbid conditions, including significant mental health disease burden, must be able to successfully navigate the VF2F pathway.
Platform must enable the delivery of safe, efficient, and effective remote care at the appropriate level to Veterans.
Platform must support multiple queues for different acuity levels (e.g., high, intermediate, low).
Platform must support the ability for intermediate acuity Veterans to opt for a call-back or scheduled encounter.
Platform must support care escalation through real-time protocols for critical cases requiring emergent in-person care, including e911, severe mental health concerns, and sexual assault.
Platform shall support an anticipated 500k annual virtual care visits with potential future expansion to 5 million annually.
Platform must have bidirectional data exchange with the Federal Electronic Health Record (CPRS/VistA, Oracle/Cerner) and other VHA platforms with negligible lag and full fidelity.
Integration with Joint Legacy Viewer, Virtual Lifetime Electronic Record, and Veterans Data Integration and Federation Enterprise Platform may be required.
Platform must provide a secure, standards-based Application Programming Interface (FHIR R4 or higher) and integrate with existing VHA APIs.
Platform must include smooth integration into clinical medical record workflows, using Clinical Decision Support hooks or other triggers.
Platform must meet National Council for Prescription Drug Programs standards.
Platform must be Health Information Exchange Compliant.
Platform must support Substitutable Medical Applications, Reusable Technologies (SMART) on FHIR and Health Level 7 integration with Veteran EHRs.
Platform must register an eligible virtual patient within the EHR to start the encounter.
Platform must document patient consent to be treated, current location, and call-back number.
Platform must access chart and patient history in real time.
Platform must support charting and clinical documentation, including virtual medical examination documentation.
Platform must automate clinical documentation real time with AI-assisted note preparation or integrate with existing VHA note preparation tools.
Platform must support placing orders (labs, imaging, prescriptions) routed to the Veteran's closest/preferred in-network location (VHA and community).
Platform must have the ability to route orders to Community Care or VHA locations (CBOCs, ACCs, Medical Centers) and communicate results to the PACT.
Platform must route studies done in the Community Care network to the platform in standard C-CDA format.
Platform must have write capability for recording orders in the EHR (Oracle/VistA).
Platform must track all laboratory and imaging studies to ensure receipt, review, and communication of results.
Platform must support scheduling follow-up visits or consultations with other specialties within VHA or community care.
Platform must support referring low acuity patients to same day or appropriate short interval appointments in primary care.
Platform must support plotting longitudinal patient data (patient history for specific labs).
Platform must promote care coordination and management with a built-in care team communication tool.
All Veterans referred to or entering a queue must be tracked from referral/request until full discharge, with patient orders tracked and critical results flagged.
Platform must display (in real-time) the queue of patients awaiting and receiving virtual emergency/urgent care services, similar to ED tracker boards.
Platform must ensure minimal wait times with queue management and the ability to re-prioritize patients.
Platform must promote seamless handoff of Veterans between care team members.
Platform must support multiple users interacting with the display system with no data collisions/write-failures.
Platform must integrate with MyHealthEVet to send secure messages and after-visit summaries to Veterans.
Platform must facilitate prescribing of medication, including options for VHA pharmacies/mail-order and external pharmacies.
Platform must ensure prescription generation is aligned with the VHA formulary and outpatient pharmacy network.
Platform must have a validated Decision Support Tool (DST) or integrate with another DST algorithm such as ClearTriage.
Veterans contacting the service directly must be triaged by a member of the care team.
If AI is proven safe and effective, the platform must leverage intelligent triage and routing assistance, including AI-driven triage assessment.
Platform must support multi-modal communication (video, phone, chat, text messaging) and integrate with existing VHA tools (Genesys, Cisco Jabber, VA Video Connect).
Veterans must be able to access visits via mobile app, web portal, telephone, or smartphone with minimal connection interruptions and seamless reconnection.
Platform must be video-first with alternate access pathways for Veterans without video capabilities.
Platform must capture data for key performance indicators and integrate it into the VHA Corporate Data Warehouse.
Platform must measure process and outcome-based parameters for individual encounter to enterprise-level reporting.
Platform must support quality assurance and clinical governance oversight, including display of clinical quality metrics and health outcome stacking.
Platform must provide system performance monitoring and real-time failure signal recognition and escalation.
Platform must provide financial performance and utilization analytics.
Platform must interface with existing VHA systems for patient safety event management (e.g., Joint Patient Safety Reporting System).
Platform must generate real-time operational dashboards (patient volume, wait time, open orders).
Platform must support customization and configuration for Veteran care needs and VHA business practices.
Platform must adhere to the principles of clinical software design established by the Office of National Coordinator for Health Information Technology (ONC).
Vendor must utilize application performance monitoring strategies and develop product performance metrics.
Vendor must develop a system for users to provide feedback, request support, and suggest improvements.
70% of help requests shall be resolved within 15 minutes.
All help requests shall be resolved within two business days.
Software must be fully available and not in “downtime” 99.9% of the time, 24/7/365.
Platform must include a knowledge portal that collates up-to-date information about VHA and community resources adjacent to the Veteran's physical location.
Portal must provide details about each resource: operating hours, status, address, distance, services, insurance accepted, preferred contact method, and lead personnel.
Tool must be accurate and reflect changes to clinic status in real-time.
Platform must offer AI virtual assistant options to collate relevant information from the chart and gather resources.
Platform must support multi-language and accessibility features.
Platform must integrate/interface with vSignals data to display patient satisfaction metrics.
Platform must support predictive modeling for capacity planning.
Platform must identify Veterans who frequently use emergency departments and implement proactive strategies.
Veterans must be able to access acute, unscheduled, urgent or emergent care via app, phone, and web-based portals 24/7/365.
Staffing can be accomplished via VHA staff, contract staff, or a mixture.
Vendor must allow for treatment of Veterans in any state or territory, navigating contracted provider state licensure issues.
Vendors are encouraged to present solutions that realize efficiencies from regional (hub-and-spoke) or national (distributed) coverage.
Solution must provide Veteran-facing and clinical staff-facing training modules.
Veterans must rate the VF2F care service experience at an outstanding level (vSignals satisfaction score of 85% or greater nationally).
Veterans can contact virtual emergency/urgent care service directly or be referred via warm handoff from a nurse triage line.
All handoffs of the Veteran between care team members must be seamless, with contact not lost.
Handoffs to 988 / Veteran's crisis line must be supported.
Wait times from first VHA contact to transfer to a Licensed Independent Provider (LIP) should fall within set VHA guidelines.
Veterans accessing VF2F directly should experience no more than a 5-minute median wait time to receive initial contact with an emergency care clinician.
Once triaged, wait times to LIP should be <10 minutes for high acuity and <15 minutes for intermediate acuity.
Contingency plans must be in place for surge demand.
Veterans must be able to access appropriately certified care providers for the level of care needed.
Appropriate mix of emergency medicine, urgent care physicians/providers and nurses, pharmacy, and care coordination staff is required.
Staff must be board-certified, licensed, credentialed, and privileged.
Physicians and advanced practice providers must maintain Emergency Medicine competency and licensure, along with having at least one in-person shift in an emergency department per month.
Maintain current VHA levels of care.
Successfully resolve a Veteran's acute care concern in over 50% of cases through a completed virtual EC/UC encounter.
At least 20% of Veterans triaged as needing emergent or urgent care are offered a virtual on-demand emergency or same day urgent care encounter.
For Veterans whose acute care concern is resolved virtually, no more than 10% should experience a subsequent ED visit within 7 days.
Expected handle times are 1.5 – 3 Veteran encounters per clinician hour.
Personnel must provide safe, efficient, and effective care, including directing Veterans to in-person care when clinically appropriate.
Clinicians must be capable of evaluating and treating or referring Veterans with high acuity concerns.
Clinicians must utilize e911 capabilities to rapidly engage local emergency services.
Staff must be familiar with management of Veteran acute mental health concerns and VHA resources, policies, and procedures.
Cultural competency and Veteran patient population experience preferred.
Staff must follow VHA policies and directives.

BUDGET

Estimate

$200,000,000 – $1,000,000,000

TIMELINE

Responses are due on March 27th, 2026.

Issuing Agency

Department of Veterans Affairs

Organization overview and procurement intelligence available on paid plans.

See Issuer Research

DESCRIPTION

This RFI seeks vendors to provide an emergent virtual face-to-face network platform designed to facilitate the management of all aspects of virtual clinical encounters. The platform should enable efficient triaging, patient tracking, and seamless communication and coordination among care team members. It must allow staff to find all necessary information and complete their tasks directly within the platform, promoting continuity and offering read/write integration with existing systems such as VistA/Computerized Patient Record System (CPRS) and the Oracle Federal Electronic Health Record (EHR).

The solution should improve provider efficiency and enable effective, coordinated emergent and urgent care, featuring intuitive workflows for clinicians, standard clinical language, and robust tools for care delivery, documentation, order entry, care coordination, and follow-up. Real-time escalation protocols are necessary for critical cases requiring emergent in-person care, and the platform should include an e-prescribing capability for prescriptions to external pharmacies.

Additional requirements include native video, phone, chat, and text messaging functions, meeting or exceeding industry standards for successful video encounters. The platform must also produce real-time operational dashboards with metrics such as patient volume, wait time, and open orders. Options for AI virtual assistants should be available to collate relevant information and resources, and the platform must support multi-language accessibility and integration with vSignals data to display patient satisfaction analytics.

Source attribution

This Settle analysis is based on the issuing organization’s public RFP listing.