Defense Health Agency (DHA) – Integrated Referral Management Center
U.S. Department of Veterans Affairs – Office of Inspector General (OIG)
U.S. Department of Veterans Affairs – Office of Inspector General (OIG)
Contract Type: Prime Contract | NAICS: 561421
Project: Hospital Switchboard & Call Center Support
Scope:
Delivered 24/7/365 hospital telephone switchboard and weekday call center/appointment support services for Walter Reed National Military Medical Center. Services included remote operator staffing, appointment scheduling, directory and paging support, emergency call routing, and Telecommunications Device for the Deaf (TDD) access. SHC-BGC JV LLC ensured operational continuity and high service availability with a 99.99% uptime standard and response time benchmarks of less than 20 seconds for 90% of calls. Support included COOP planning, HIPAA compliance, and detailed performance analytics reporting, contributing to WRNMMC's ability to maintain mission-critical communications and quality patient services across all medical departments.
U.S. Department of Veterans Affairs – Office of Inspector General (OIG)
U.S. Department of Veterans Affairs – Office of Inspector General (OIG)
U.S. Department of Veterans Affairs – Office of Inspector General (OIG)
Contract Type: Subcontract | NAICS: 541611
Project: Policy Writing & Oversight Support
Scope:
Supported the VA OIG by providing expert policy development and review services. This included drafting, revising, and aligning policies, directives, and standard operating procedures (SOPs) with VA OIG leadership guidance, legal requirements, and federal standards. Our contributions improved policy clarity and regulatory compliance.
National Institutes of Health (NIH)
Defense Health Agency (DHA) – Integrated Referral Management Center
Defense Health Agency (DHA) – Integrated Referral Management Center
Contract Type: Subcontract | NAICS: 541611
Project: Medical Support Assistants – Patient Support Services
Scope:
SH Consultants provided skilled Medical Support Assistants across multiple departments within the NIH Clinical Center, including outpatient clinics, admissions, radiology, rehab medicine, transfusion medicine, and the Office of the Chief. Our team supported critical day-to-day patient service functions that directly impacted patient experience and operational flow.
Defense Health Agency (DHA) – Integrated Referral Management Center
Defense Health Agency (DHA) – Integrated Referral Management Center
Defense Health Agency (DHA) – Integrated Referral Management Center
Contract Type: Subcontract | NAICS: 541611
Project: Call Center & Help Desk Support
Scope:
Delivered call center management, staffing, help desk, and data analytics support for a 90-person call center serving over one million beneficiaries annually in the National Capital Area. SH Consultants played a key role in ensuring seamless operations, service quality, and data-driven decision-making within DHA’s Integrated Referral Management system.
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