Global experience in healthcare solutions, systems and services

Local Swine Flu Helpline

Vangent’s strong positioning as a leading contact centre provider within UK Local Government allowed for a rapid roll out of a “Swine Flu” (H1N1) helpline. The service provision dealt with all public enquiries and advice in response to the H1N1 outbreak for participating local authorities. Over 1,000 Calls were handled over a three week period with 88% of calls answered within 10 seconds.

Centres for Disease Control and Prevention (CDC)

Vangent manages the Consumer Response Services Programme, an innovative programme to consolidate more than 40 CDC information programmes and establish an integrated “one face to the public” via 1-800-CDC-INFO. The overall objective is to ensure consistent, timely, and reliable health information is distributed to a variety of citizens and to address variations in inquiry volumes related to public health emergencies, news events, and dynamic, shifting public health priorities. Vangent is providing 24/7 contact centre coverage for CDC-INFO to respond to inquiries from both the general public as well as healthcare professionals. To date we have handled more than 50,000 telephone and e-mail inquiries related to the H1N1 (“Swine Flu”) outbreak.

Office of the National Coordinator (ONC) for Health Information Technology

Vangent plays an integral role in supporting ONC’s mandate that most Americans have interoperable electronic health records (EHRs) within 10 years. Vangent serves as the Program Management Office for the Federal Health Architecture (FHA), a program within ONC that coordinates federal efforts to create interoperable exchanges of electronic health information. We lead CONNECT, an FHA initiative to link federal agencies to the Nationwide Health Information Network (NHIN), a “network of networks” that will connect existing efforts to exchange EHRs at the local and regional levels, ensuring both interoperability and confidentiality.

Centres for Medicare & Medicaid Services (CMS)

The nation’s 44 million Medicare beneficiaries rely on the timely and accurate information they receive through Vangent’s Beneficiary Contact Centre (BCC) operation, whether they contact it via telephone, e-mail, postal mail, web chat, or fax. Vangent provides the general public with information about Medicare health plan options and coverage, Medicare Advantage plans, prescription drug plans and programs, plan providers, and specific Medicare claims. Vangent’s BCC operation is flexible and scalable to meet growing demand—scaling from fewer than 600 contact centre staff to a peak of nearly 5,000.

Military Health System (MHS)

Vangent provides support to the MHS for a number of mission-critical systems. For the Defence Health Services Systems Program Office, Vangent provides 24/7 systems operations, security, and maintenance services of all infrastructure. Vangent also provides sustainment and modernization support to the TRICARE Management Activity’s (TMA’s) E-commerce System. In 2008, Vangent began supporting the Force Health Protection & Readiness Program Office, providing full lifecycle support to all automated information systems. Most recently, Vangent was awarded the Traumatic Brain Injury/Behavioural Health (TBI/BH) contract to build an EHR to capture TBI/BH documentation from theatre to garrison.

Indian Health Service (IHS)

Working closely with the Indian Health Service (IHS), Vangent managed the design, development, and deployment of the iCare Population Management Graphical User Interface (GUI), an application that provides an integrated view of patient information from IHS’ Resource and Patient Management System (RPMS). IHS, an agency within the Department of Health and Human Services, provides health services to approximately 1.9 million of the nation’s estimated 3.3 million American Indians and Alaska natives.