12-01 RFP 745-26-P13.pdf

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

210.562.6200 | https://uthscsa.edu | https://wp.uthscsa.edu/purchasing/

REQUEST FOR PROPOSAL

OGC Template 0525

REQUEST FOR PROPOSAL

by

The University of Texas Health Science Center at San Antonio for

Selection of a Vendor to Provide

Bad Debt Collection Services

RFP No. 745-26-P13

Submittal Deadline:

3:00 PM – Central Prevailing Time –

Tuesday, May 12, 2026

Issued: 8:00 AM – Central Prevailing Time – Monday, April 20, 2026 https://uthscsa.edu/ https://wp.uthscsa.edu/purchasing/

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

TABLE OF CONTENTS

SECTION 1: INTRODUCTION

SECTION 2: NOTICE TO PROPOSER

SECTION 3: SUBMISSION OF PROPOSAL

SECTION 4: TERMS AND CONDITIONS

SECTION 5: SPECIFICATIONS AND ADDITIONAL QUESTIONS

SECTION 6: PRICING AND DELIVERY SCHEDULE

ATTACHMENTS:

APPENDIX ONE: PROPOSAL REQUIREMENTS

A01A – Appendix One, Section One – General Information A01B - Appendix One, Section Two – Execution of Offer A01C – Appendix Three, Section Three – General Questionnaire A01D – Appendix Four, Section Four – Addend Checklist

APPENDIX TWO: SAMPLE AGREEMENT

APPENDIX THREE: HUB SUBCONTRACTING PLAN

APPENDIX FOUR: RISK ASSESSMENT

APPENDIX FIVE: TX-RAMP NOTICE

APPENDIX SIX: POLICY DRIVEN ADOPTION FOR ACCESSIBILITY

(PDAA) VENDOR ASSESSMENT

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

SECTION 1

INTRODUCTION

1.1 Description of University

UT Health San Antonio, the academic health center of The University of Texas at San Antonio (UT San Antonio), is the primary driver of San Antonio’s $44.1 billion healthcare and biosciences sector, the city’s largest economic segment. It offers a comprehensive network of inpatient and outpatient care facilities staffed by medical, dental, nursing and allied health professionals who provide more than 2.5 million patient visits each year. As the academic health center of UT San Antonio, it is supported by six health professional schools. UT Health San Antonio plans continued growth over the next five years, adding more health-related jobs for the city and region.

To learn about the many ways “We make lives better®,” visit UTHealthSA.org.

1.2 Background and Special Circumstances

UT Health San Antonio (UTHSA) is a premier academic health center that delivers medical, hospital, and dental services across a diverse, multi-location healthcare system. In support of its operations, UTHSA is seeking proposals from qualified third-party vendors to perform designated collection activities related to self-pay patient accounts.

The Contractor selected through this solicitation will provide comprehensive collection services for accounts associated with UTHSA Physicians, the Multi-Specialty & Research Hospital, the Medical Management Program, and the School of Dentistry.

No Guarantee of Volume. UTHSA does not solicit or guarantee any specific amount of compensation, volume, minimum, or maximum amount of Services under this RFP or any contract or agreement resulting from this RFP.

Multi-Award. UTHSA reserves the right to multi-award this RFP.

1.3 Objective of Request for Proposal

The University is soliciting proposals in response to this Request for Proposal RFP 745-26-P13, from qualified proposers to provide operational guidance services (the “Services”) for Bad Debt Collection Services are more defined in Section 5 (Scope of Work) of this RFP.

https://www.uthscsa.edu/ https://uthscsa.edu/?utm_source=uthealthsaorg&utm_medium=pageredirect&utm_campaign=uthealthsa

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

1.4 Group Purchase Authority

Texas law authorizes institutions of higher education (defined by §61.003, Education Code) to use the group purchasing procurement method (ref. §§51.9335, 73.115, and 74.008, Education Code). Additional Texas institutions of higher education may therefore elect to enter into a contract with the successful Proposer under this RFP. In particular, Proposer should note that University is part of The University of Texas System (UT System), which is comprised of fourteen institutions described at http://www.utsystem.edu/institutions. UT System institutions routinely evaluate whether a contract resulting from a procurement conducted by one of the institutions might be suitable for use by another, and if so, this RFP could give rise to additional purchase volumes. As a result, in submitting its proposal, Proposer should consider proposing a pricing model and other commercial terms that take into account the higher volumes and other expanded opportunities that could result from the eventual inclusion of other institutions in the purchase contemplated by this RFP. Any purchases made by other institutions based on this RFP will be the sole responsibility of those institutions.

1.6 Public Information

All information, documentation, and other materials submitted in response to this solicitation are considered non-confidential and/or non-proprietary and are subject to public disclosure under the Texas Public Information Act (Texas Government Code, Chapter 552.001, et seq.) after the solicitation is completed.

http://www.statutes.legis.state.tx.us/Docs/ED/htm/ED.61.htm#61.003 http://www.statutes.legis.state.tx.us/Docs/ED/htm/ED.51.htm#51.9335 http://www.statutes.legis.state.tx.us/Docs/ED/htm/ED.73.htm#73.115 http://www.statutes.legis.state.tx.us/Docs/ED/htm/ED.74.htm#74.008 http://www.utsystem.edu/institutions https://statutes.capitol.texas.gov/Docs/GV/htm/GV.552.htm

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

SECTION 2

NOTICE TO PROPOSER

2.1 Submittal Deadline

University will accept proposals submitted in response to this RFP until 3:00 PM Central Prevailing Time, Tuesday, May 12, 2026 via our e-Procurement Website Euna (formally Bonfire).

2.1.1 When submitting your proposal – follow the directions in Euna.

1. Each document that is required must be submitted individually, completed, and signed (if applicable). DO NOT UPLOAD ALL FILES TOGETHER

2.1.2 If during your submission, you encounter any technical issues – you must contact Euna Support directly for assistance or by calling 1-844-226-3862

1. After contacting Euna, inform the Strategic Sourcing Specialist that you have reached out to Euna due to technical issues.

2.1.3 Euna offers a Help Forum which you can access by clicking here.

2.2 RFP Contact Information and Questions

2.2.1 Interested parties MUST direct questions (ALL QUESTIONS MUST GO THROUGH Euna) about this RFP through Euna Opportunity Q&A.

Located in the Project Details (see below).

https://uthscsa.bonfirehub.com/portal/?tab=openOpportunities https://uthscsa.bonfirehub.com/portal/?tab=openOpportunities mailto:support.bonfire@eunasolutions.com mailto:support.bonfire@eunasolutions.com https://uthscsa.bonfirehub.com/portal/support https://uthscsa.bonfirehub.com/portal/support

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

University instructs interested parties to restrict all contact and questions regarding this RFP to written communications delivered (i) in accordance with this Section on or before 3:00 PM Central Prevailing Time, Thursday, April 30, 2026 (Question Deadline), or (ii) if questions relate to Historically Underutilized Businesses, in accordance with Section 2.5.

University will provide responses as soon as practicable following the Question Deadline.

University intends to respond to all timely submitted questions. However, University reserves the right to decline to respond to any question.

If submitting multiple questions, submit them in one submission (not multiple submissions).

2.3 Criteria for Selection

The successful Proposer, if any, selected by University through this RFP will be the Proposer that submits a proposal on or before the Submittal Deadline that is the most advantageous to University. Contractor means the successful Proposer under this RFP.

Proposer is encouraged to propose terms and conditions offering the maximum benefit to University in terms of (1) service, (2) total overall cost, and (3) project management expertise.

The evaluation of proposals and the selection of Contractor will be based on the information provided in the proposal. University may consider additional information if University determines the information is relevant.

University reserves the right to award a Contract for all or any portion of the requirements proposed by reason of this request, award multiple Contracts, or to reject any and all proposals if deemed to be in the best interest of the University and to re-solicit for proposals.

Criteria to be considered by University in evaluating proposals and selecting Contractor, will be these factors:

2.3.1 Threshold Criteria Not Scored

A. Ability of University to comply with laws regarding Historically Underutilized Businesses; and

B. Ability of University to comply with laws regarding purchases from persons with disabilities.

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

2.3.2 Scored Criteria

A. Cost of goods and services (15 Points).

B. Reputation of the Proposer and of the Proposer's goods or services (15 Points).

C. Quality of the Proposer's goods or services (30 Points).

D. Extent to which the goods or services meet the University's needs (30 Points).

E. Proposer's past relationship with the University (5 Points).

F. Proposer’s exceptions to the terms and conditions set forth in Section 4 (5 Points).

2.4 Key Events Schedule

Date RFP Issued 8:00 AM Central Prevailing Time, Monday, April 20, 2026

Question Deadline 3:00 PM Central Prevailing Time, Thursday, April 30, 2026 (ref. Section 2.2)

Submittal Deadline 3:00 PM Central Prevailing Time, Tuesday, May 12, 2026 (ref. Section 2.1)

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

2.5 Historically Underutilized Businesses

2.5.1 All agencies of the State of Texas are required to make a good faith effort to assist historically underutilized businesses (HUBs) in receiving contract awards. The goal of the HUB program is to promote full and equal business opportunity for all businesses in contracting with state agencies. Pursuant to the HUB program, if under the terms of any agreement or contractual arrangement resulting from this RFP, Contractor subcontracts any Work, then Contractor must make a good faith effort to utilize HUBs certified by the Procurement and Support Services Division of the Texas Comptroller of Public Accounts.

Proposals that fail to comply with the requirements contained in this Section 2.5 will constitute a material failure to comply with advertised specifications and will be rejected by University as non-responsive. Additionally, compliance with good faith effort guidelines is a condition precedent to awarding any agreement or contractual arrangement resulting from this RFP. Proposer acknowledges that, if selected by University, its obligation to make a good faith effort to utilize HUBs when subcontracting any Work will continue throughout the term of all agreements and contractual arrangements resulting from this RFP. Furthermore, any subcontracting of Work by the Proposer is subject to review by University to ensure compliance with the HUB program.

2.5.2 University has reviewed this RFP in accordance with 34 TAC §20.285, and has determined that subcontracting opportunities are probable under this RFP.

2.5.3 A HUB Subcontracting Plan (HSP) is a required part of the proposal. The HSP will be developed and administered in accordance with University’s Policy on Utilization of Historically Underutilized Businesses, attached as APPENDIX THREE.

Each Proposer must complete and return the HSP in accordance with the terms and conditions of this RFP, Including APPENDIX THREE. Proposers that fail to submit the HSP will be considered non-responsive to this RFP as required by §2161.252, Government Code.

Questions regarding the HSP may be directed to:

Contact: Rebecca A. Mendez, HUB Program Manager Phone: 210-562-6300 Email: HUBAdmin@uthscsa.edu

OR

Contact: Mary Minier, HUB Specialist Phone: 210-562-6326 Email: HUBAdmin@uthscsa.edu

Contractor will not be permitted to change its HSP unless: (1) Contractor completes a new HSP in accordance with the terms of APPENDIX THREE, setting forth all modifications requested by Contractor, (2) Contractor provides the modified HSP to University, (3) University approves the modified HSP in writing, and (4) all agreements resulting from this RFP are amended in writing to conform to the modified HSP.

https://texas-sos.appianportalsgov.com/rules-and-meetings?$locale=en_US&interface=VIEW_TAC_SUMMARY&queryAsDate=04%2F22%2F2025&recordId=214411 http://www.statutes.legis.state.tx.us/Docs/GV/htm/GV.2161.htm#2161.252 http://www.statutes.legis.state.tx.us/Docs/GV/htm/GV.2161.htm#2161.252 mailto:HUBAdmin@uthscsa.edu mailto:HUBAdmin@uthscsa.edu

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

2.5.4 At the same time Proposer submits its proposal (no later than the Submittal Deadline (ref.

Section 2.1)), Proposer must submit the following HUB materials (HUB Materials):

(a) One (1) complete electronic copy of Proposer’s HSP through the Euna Procurement Portal.

2.5.5 University may offer Proposer an opportunity to seek informal review of its draft HSP by

University’s HUB Office before the Submittal Deadline. If University extends this offer, details will be provided at the Pre-Proposal Conference (ref. Section 2.6) or by other means. Informal review is designed to help address questions Proposer may have about how to complete its HSP properly. Concurrence or comment on Proposer’s draft HSP by University will not constitute formal approval of the HSP and will not eliminate the need for Proposer to submit its final HSP to University as instructed by Section 2.5.

2.6 Vendor Presentation

University reserves the right to hold Vendor Presentation in person at the University of Texas Health Science Center at San Antonio (or virtual). The dates and times to be determined after the first round of evaluations. Not all vendors may be invited to participate in these presentations, all dependent on first round of evaluation scores.

https://uthscsa.bonfirehub.com/portal/?tab=openOpportunities

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

SECTION 3

SUBMISSION OF PROPOSAL

3.1 Submission

Proposals must be received electronically through the University’s online Procurement Portal via Euna, on or before the Submittal Deadline (ref. Section 2.1 of this RFP). Competitive Bids will be listed on the Procurement Portal, and submissions will only be accepted through the portal.

University WILL NOT accept proposals submitted by paper, telephone, facsimile (“FAX”) transmission, or electronic mail (i.e., e-mail) in response to this RFP.

You can register for a free account by clicking here, which will be required when you prepare a submission. As part of the registration process, you may select Commodity Codes to associate with your account. This will open you up for notifications of opportunities matching your chosen codes.

If you encounter technical issues while preparing and/or submitting your proposal – you must contact Euna directly.

3.2 Proposal Validity Period

Each proposal must state that it will remain valid for University’s acceptance for a minimum of two hundred and forty days (240) days after the Submittal Deadline, to allow time for evaluation, selection, and any unforeseen delays

3.3 Terms and Conditions

3.3.1 Proposer must comply with the requirements and specifications contained in this RFP, including the Agreement (ref. APPENDIX TWO), the Notice to Proposer (ref. Section 2), Proposal Requirements (ref. APPENDIX ONE) and the Specification and Additional Questions (ref. Section 5). If there is a conflict among the provisions in this RFP, the provisions requiring Proposer to supply the better quality or greater quantity of services will prevail, or if such conflict does not involve quality or quantity, then interpretation will be in the following order of precedence:

A. Specifications and Additional Questions (ref. Section 5).

B. Agreement (ref. APPENDIX TWO).

C. Proposal Requirements (ref. APPENDIX ONE).

D. Notice to Proposers (ref. Section 2).

https://uthscsa.bonfirehub.com/portal/?tab=openOpportunities mailto:support.bonfire@eunasolutions.com

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

3.4 Submittal Checklist

Proposer is instructed to complete, sign, and return the following documents as a part of its proposal. If Proposer fails to return each of the following items with its proposal, then University may reject the proposal:

3.4.1 Signed and Completed Execution of Offer (ref. Section 2 of APPENDIX ONE).

3.4.2 Signed and Completed Pricing and Delivery Schedule (ref. Section 6).

3.4.3 Responses to Proposer's General Questionnaire (ref. Section 3 of APPENDIX ONE).

3.4.4 Signed and Completed Addenda Checklist (ref. Section 4 of APPENDIX ONE).

3.4.5 Signed and completed General Terms and Conditions (ref. Section 4 of APPENDIX

ONE).

3.4.6 Responses to questions and requests for information in the Specifications and Additional

Questions Section (ref. Section 5).

3.4.7 Signed and completed originals of the HUB Subcontracting Plan or other applicable documents (ref. Section 2.5 and APPENDIX THREE).

3.4.8 Completed Risk Assessment) (ref. APPENDIX FOUR).

3.4.9 Completed and Signed TX-RAMP Notice OR FedRamp (ref APPENDIX FIVE).

3.4.10 Completed Policy Driven Adoption for Accessibility (PDAA) Vendor Assessment (ref

APPENDIX SIX).

3.4.11 Completed Accessibility Conformance Report (ACR) and/or VPAT (ref 5.2 MINIMUM

REQUIREMENTS).

3.4.12 Completed Vendor Accessibility Dev Service Infor Request (VADSIR) (ref. 5.2 MINIMUM

REQUIREMENTS).

3.4.13 Detailed Proposer Quote.

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

SECTION 4

GENERAL TERMS AND CONDITIONS

See Attached in Euna

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

210.562.6200 | www.uthscsa.edu | https://wp.uthscsa.edu/purchasing/

REQUEST FOR PROPOSAL

5.1 General

Minimum requirements and specifications for Work, as well as certain requests for information to be provided by Proposer as part of its proposal, are set forth below. As indicated in Section 2.3, Contractor means the successful Proposer.

5.2 Minimum Requirements

Each Proposal must include information that clearly indicates that Proposer meets each of the following minimum qualification requirements:

5.2.1 Minimum of five (5) years of experience providing healthcare debt collection services for hospital, dental, or physician groups, with specific expertise in academic medical centers or multi-specialty environments similar to UTHSA as outlined in this RFP.

5.2.2 Contractor shall accept all delinquent or underpaid Professional, Hospital and Dental accounts referred by UTHSA, except accounts in active litigation, bankruptcy, or otherwise legally restricted from collection activity.

5.2.3 Contractor shall maintain strict confidentiality and secure handling of all patient and protected health information (PHI), in full compliance with UTHSA policies, HIPAA, and other privacy laws.

5.2.4 Pursuant to 1 TAC §213.38 (b), UTHSA requires documentation providing credible evidence that the products included in this bid are accessible for use by persons with disabilities.

1. A completed self-assessment using the Policy Driven Adoption for Accessibility

(PDAA) (APPENDIX SIX) maturity model, using the PDAA template provided by the Texas Department of Information Resources.

2. A completed Vendor Accessibility Development Services Information Request

(VADSIR), using the VADSIR template provided by the Texas Department of Information Resources.

3. Other documentation of vendor’s capability or ability to produce accessible products and services, which may include:

a. Vendor’s internal accessibility policy documents,

b. Contractual warranties for accessibility,

c. Accessibility Conformance Reports (ACRs), based on the VPAT or OpenACR formats, for similar products or services previously provided by the vendor,

d. Accessibility testing documentation, and

e. Other examples of prior work results.

file://cfs/links/FS/Purchasing/Z_SHARED%20Management/BIDS/FY2022/1%20RFP%20745-22-PXX%20Master%20File%20February%202022/1_Working%20Documents/1_Draft%20Documents/www.uthscsa.edu https://texas-sos.appianportalsgov.com/rules-and-meetings?chapter=213&interface=VIEW_TAC&part=10&title=1 https://dir.texas.gov/resource-library-item/policy-driven-adoption-accessibility-pdaa-vendor-assessment-0 https://dir.texas.gov/resource-library-item/policy-driven-adoption-accessibility-pdaa-vendor-assessment-0 https://prod.dir.texas.gov/resource-library-item/vendor-accessibility-dev-services-info-request https://prod.dir.texas.gov/resource-library-item/vendor-accessibility-dev-services-info-request https://www.itic.org/policy/accessibility/vpat https://acreditor.section508.gov/ https://acreditor.section508.gov/

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

REQUEST FOR PROPOSAL

5.2.5 Proposer must have, or obtain, a TX-RAMP Level II Certification (APPENDIX FIVE) from DIR (Texas Department of Information Resources) prior to contract execution.

Information on TX-RAMP can be found on the Texas DIR website at:

https://dir.texas.gov/texas-risk-and-authorization-management-program-tx-ramp Please begin TX-RAMP Certification as soon as possible if proposer is not already certified.

5.3 Additional Questions Specific to this RFP

Proposer must submit the following information as part of Proposer’s proposal:

5.3.1 If Proposer takes exception to any terms or conditions set forth in APPENDIX TWO, Proposer must submit a list of the exceptions. The University WILL NOT consider any modifications to the University’s Standard Terms and Conditions AFTER submittal deadline.

5.3.2 By signing the Execution of Offer (ref. Section 2 of APPENDIX ONE), Proposer agrees to comply with Certificate of Interested Parties laws (ref. §2252.908, Government Code) and 1 TAC §§46.1 through 46.5) as implemented by the Texas Ethics Commission (TEC), including, among other things, providing TEC and University with information required on the form promulgated by TEC. Proposer may learn more about these disclosure requirements, including the applicable exceptions and use of the TEC electronic filing system, by reviewing §2252.908, Government Code, and information on the TEC website at https://www.ethics.state.tx.us/resources/FAQs/FAQ_Form1295.php.

The Certificate of Interested Parties must only be submitted by Contractor upon delivery to University of a signed Agreement.

5.3.3 UTS165 defines “Information Resources” as any and all computer printouts, online display devices, mass storage media, and all computer-related activities involving any device capable of receiving email, browsing Web sites, or otherwise capable of receiving, storing, managing, or transmitting Data including, but not limited to, mainframes, servers, Network Infrastructure, personal computers, notebook computers, hand-held computers, personal digital assistant (PDA), pagers, distributed processing systems, network attached and computer controlled medical and laboratory equipment (i.e. embedded technology), telecommunication resources, network environments, telephones, fax machines, printers and service bureaus. Additionally, it is the procedures, equipment, facilities, software, and Data that are designed, built, operated, and maintained to create, collect, record, process, store, retrieve, display, and transmit information.

5.3.4 UTS165 defines “Data” as recorded data, regardless of form or media in which it may be recorded, which constitute the original data necessary to support the business of UT System or original observations and methods of a study and the analyses of such original data that are necessary to support research activities and validate research findings.

Data includes, but is not limited to printed records, observations and notes; electronic data; video and audio records, photographs and negatives):

5.3.5 UTHSA has determined that this project will require ALL Proposers to complete the Risk Assessment (Appendix Four). The Risk Assessment will establish specifications, representations, warranties, and agreements related to the EIR IT Security that Proposer is offering to provide to the University. Response to Appendix Four will be incorporated into the Agreement and will be binding on Contractor.

file://cfs/links/FS/Purchasing/Z_SHARED%20Management/BIDS/FY2022/1%20RFP%20745-22-PXX%20Master%20File%20February%202022/1_Working%20Documents/1_Draft%20Documents/www.uthscsa.edu https://dir.texas.gov/texas-risk-and-authorization-management-program-tx-ramp http://www.statutes.legis.state.tx.us/Docs/GV/htm/GV.2252.htm#2252.908 https://www.ethics.state.tx.us/rules/commission/ch46.php https://www.ethics.state.tx.us/resources/FAQs/FAQ_Form1295.php http://www.utsystem.edu/board-of-regents/policy-library/policies/uts165-information-resources-use-and-security-policy http://www.utsystem.edu/board-of-regents/policy-library/policies/uts165-information-resources-use-and-security-policy

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

REQUEST FOR PROPOSAL

5.4 Scope of Work

Contractor will provide the following services to University:

5.4.1 Litigation Requirements

A. Contractor may not initiate litigation without specific prior written authorization from: UTHSA, and The Office of the Attorney General of Texas (Texas AG).

B. Contractor must follow Texas Administrative Code Title 1, Rule 59.2. All litigation fees and cost-sharing structures must be approved in writing prior to initiation.

5.4.2 Account Management

A. Contractor must return accounts to UTHSA after three (3) years of placement, or earlier if deemed uncollectible, paid in full, or upon UTHSA’s written request.

B. Contractor must suspend all collection activity within twenty-four (24) hours of receiving a recall notice from UTHSA.

C. Contractor shall acknowledge receipt of referred accounts electronically within thirty-six (36) hours.

D. Contractor shall collect all referred accounts using proper, lawful, and ethical collection practices in full compliance with all applicable federal, state, and local regulations, including (but not limited to) Health Insurance Portability and Accountability Act (HIPAA), Gramm-Leach-Bliley Act (GLBA), Fair Debt Collection Practices Act (FDCPA), and Red Flags Rules requirements for the financial industry, Texas Debit Collection Act (TDCA), Telephone Consumer Protection Act (TCPA).

1. Contractor shall be solely responsible for monitoring regulatory updates, implementing necessary changes, and ensuring ongoing compliance.

Contractor must provide annual compliance certifications upon request.

E. Contractor shall indemnify UTHSA for losses or liabilities resulting from

Contractor actions, negligence, or non-compliance.

F. Contractor must promptly notify UTHSA (within 48 hours) when a patient is identified as deceased so that the patient account can be updated in the host system.

1. The notification shall include supporting documentation or identification of the reliable source used to determine deceased status.

G. Contractor may not establish payment arrangements, negotiate settlements, offer discounts, or accept partial payments for any outstanding balances (including current, former, or deceased patients) without prior written approval from

UTHSA.

file://cfs/links/FS/Purchasing/Z_SHARED%20Management/BIDS/FY2022/1%20RFP%20745-22-PXX%20Master%20File%20February%202022/1_Working%20Documents/1_Draft%20Documents/www.uthscsa.edu https://www.law.cornell.edu/regulations/texas/1-Tex-Admin-Code-SS-59-2 https://www.hhs.gov/hipaa/index.html https://www.govinfo.gov/content/pkg/PLAW-106publ102/pdf/PLAW-106publ102.pdf https://uscode.house.gov/view.xhtml?req=granuleid%3AUSC-prelim-title15-chapter41-subchapter5&edition=prelim https://www.ftc.gov/news-events/news/press-releases/2008/07/red-flag-regulations-require-financial-institutions-creditors-have-identity-theft-prevention https://tcss.legis.texas.gov/resources/FI/pdf/FI.392.pdf#392 https://www.fcc.gov/tags/telephone-consumer-protection-act-tcpa

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

REQUEST FOR PROPOSAL

H. Contractor shall be responsible for identifying and verifying all eligible third-party insurance coverage, excluding Medicaid, Medicare, TRICARE, and Federal Blue Cross Blue Shield.

1. UTHSA must be promptly notified within five (5) business days upon identification of any such coverage. The Contractor shall submit all supporting documentation necessary to substantiate eligibility and facilitate claim filing.

2. Contractor shall ensure that all required documentation is complete, accurate, and submitted within five (5) business days. Upon receipt of complete documentation, UTHSA will file the applicable claim.

3. Compensation for any filed claim shall be paid at the standard contractual commission rate based on amounts successfully recovered as a direct result of the Contractor’s identification and documentation efforts.

5.4.3 Collection Procedures

A. Contractor must implement UTHSA approved procedures including:

1. Telephone outreach (with scripts pre-approved by UTHSA)

2. Call monitoring and recording

i. UTHSA must have full, real-time access to all recorded calls related to UTHSA accounts upon request, with recordings retained for a minimum of twenty-four (24) months.

3. Text message outreach (compliant with TCPA and UTHSA branding guidelines ref. Section 5.7).

i. UTHSA must have full access to all text messages upon request.

4. Mail correspondence (using UTHSA approved templates)

5. Account review and systematic follow-up

B. Required Timelines (FDCPA Compliant)

1. Initial notice (first letter): Within seven (7) days of account placement.

2. Second contact (letter, email or text): Within thirty (30) days after the first letter if the account remains unpaid.

3. Subsequent follow-up contacts as necessary, but not more frequently than permitted by law.

C. Contractor must use commercially reasonable practices when handling foreign currency payments and minimize any loss due to currency exchange rate fluctuations. All remittances must be converted to and paid in U.S. Dollars.

file://cfs/links/FS/Purchasing/Z_SHARED%20Management/BIDS/FY2022/1%20RFP%20745-22-PXX%20Master%20File%20February%202022/1_Working%20Documents/1_Draft%20Documents/www.uthscsa.edu

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

5.4.4 Privacy & Security Requirements

A. Contractor must ensure all staff with access to UTHSA data follow, sign, and annually renew required non-disclosure agreements (NDAs) and confidentiality acknowledgments.

B. Maintain GLBA-compliant safeguards for financial information and provide written summaries or audit reports upon request by UTHSA.

C. Contractor shall report any breaches, security incidents, or impermissible disclosures of PHI or confidential information to UTHSA within twenty-four (24) hours of discovery (or sooner if required by law).

D. Contractor shall securely archive all confidential data obtained during the term of the contract for a minimum of seven (7) years following contract termination or account return.

1. The submitted proposal must include a detailed description of the

Contractor’s procedures for the secure destruction or return of confidential data upon expiration of seven (7) year retention period, including methods (e.g., shredding, degaussing, certified wiping) and chain-of-custody documentation.

5.4.5 Identity Theft Prevention

A. Contractor must maintain a written, compliant Identity Theft Prevention, Detection, and Mitigation Program in accordance with the Red Flags Rules.

B. Contractor shall provide a current copy of its written Identity Theft Prevention

Program and any related policies to UTHSA upon request or upon any material update.

5.4.6 Reporting Requirements

A. Contractor must submit electronic (preferred) and hard-copy reports to designated UTHSA contacts for each business unit.

B. Monthly & Weekly Reports must include at minimum:

1. Electronic files of all payments received (in a mutually agreed format).

2. Monthly cumulative list of all referred accounts with current status.

3. Weekly comment/activity reports detailing follow-up activities, payment agreements, and notes.

4. Monthly executive summary in PowerPoint format reflecting key performance metrics (e.g., accounts referred, dollars referred, collection rates by aging bucket, return rates, recovery percentages, and trends).

file://cfs/links/FS/Purchasing/Z_SHARED%20Management/BIDS/FY2022/1%20RFP%20745-22-PXX%20Master%20File%20February%202022/1_Working%20Documents/1_Draft%20Documents/www.uthscsa.edu

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

REQUEST FOR PROPOSAL

C. UTHSA reserves the right to audit Contractor records related to UTHSA accounts upon reasonable notice (not less than 10 business days). Contractor must provide full cooperation and access during audits.

5.4.7 Invoice Requirements

A. Contractor must submit itemized invoices (electronically and in hard copy) that include at minimum:

1. Patient name

2. Full account number

3. Date of service

4. Amount referred / amount collected

5. Check number, wire/ACH reference, and amount remitted

6. Calculated commission based on collected funds actually received and cleared.

7. Valid UTHSA PO number must be referenced on invoice, or the invoice will be returned as non-compliant. (ref. Section SIX).

B. Invoices must be submitted monthly and within fifteen (15 days) following the end of each month.

C. No commission shall be paid on accounts recalled, adjusted, or written off by

UTHSA prior to collection.

5.4.8 Commission Fees

A. Proposals must include a detailed commission fee schedule by account type (Professional, Hospital, Dental), aging bucket (if tiered), and any other relevant categories. The schedule must clearly identify all applicable rates and the exact methodology used to calculate commissions.

B. Commission shall apply only to payments collected as a direct result of the

Contractor’s collection activities, whether paid directly to UTHSA or to the Contractor.

i. Commissions fee shall be paid to the Contractor on the 15th day of each month.

C. Contractor shall be solely responsible for all costs and expenses associated with its collection activities, unless otherwise expressly authorized in writing by UTHSA in advance.

D. No additional administrative, technology, litigation, contingency, pass-through, or other supplemental fees shall be assessed or charged without the prior written approval of UTHSA.

file://cfs/links/FS/Purchasing/Z_SHARED%20Management/BIDS/FY2022/1%20RFP%20745-22-PXX%20Master%20File%20February%202022/1_Working%20Documents/1_Draft%20Documents/www.uthscsa.edu

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

REQUEST FOR PROPOSAL

5.4.9 Remittance of Funds

A. Contractor shall remit to UTHSA all collected funds (on a gross basis, before commission deduction) on a weekly basis in U.S. Dollars via secure electronic transfer.

B. Contractor must accept encrypted automated Internet payments and fully comply with current Payment Card Data Security (PCI-DSS) standards.

5.4.10 Wire Transfers Instructions

A. Contractor must send funds to UTHSA’s designated Frost Bank accounts

(specific instructions to be provided upon contract award).

B. Contractor will accept and process automated payments via the Internet.

C. All payment processes must be fully encrypted to protect against disclosure to third parties.

D. Contractor will provide its own credit card processing equipment and merchant/vendor codes as needed.

E. Contractor is responsible for all costs associated with credit card processing, including fees and equipment.

F. Contractor shall comply with all ACH, wire transfer, and fraud prevention controls required by industry banking standards as stated in ISO20022.

5.4.11 System Requirements

A. Contractor must provide secure view-only (or limited) access to its collection system for the Manager and Supervisor of Customer Service (or their designees) to monitor and review the status of UTHSA accounts in real time.

B. Contactor’s system access must adhere to existing UTHSA standards and policies related to Information Technology Accessibility (IHOP 5.1.2).

C. Contractor’s system must interface seamlessly with Epic Resolute and support bidirectional electronic data transfer (uploads and downloads) for payments, collection activity notes, account placements, and returns in a format compatible with UTHSA.

5.4.12 Staffing Requirements

A. Contractor must specify in its proposal the estimated number of employees, at no cost to UTHSA, that will be assigned exclusively or primarily to UTHSA accounts for customer services related issues.

B. Contractor must provide at no cost to UTHSA, a dedicated Manager/Supervisor assigned to the UTHSA account for ongoing relationship management and escalation.

file://cfs/links/FS/Purchasing/Z_SHARED%20Management/BIDS/FY2022/1%20RFP%20745-22-PXX%20Master%20File%20February%202022/1_Working%20Documents/1_Draft%20Documents/www.uthscsa.edu https://www.pcisecuritystandards.org/document_library/ https://www.frbservices.org/resources/financial-services/wires/faq/iso-20022/overview-implementation-details https://public.powerdms.com/UTHSA/documents/1590478

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

REQUEST FOR PROPOSAL

C. Contractor must absorb all costs associated with service delivery as stated in the RFP, including (but not limited to) staff, equipment, postage, software licenses, long-distance calls, supplies, training, and travel.

D. Contractor shall not solicit or hire any UTHSA employees during the term of the contract and for twelve (12) months thereafter, without prior written consent.

E. Contractor shall conduct, at no cost to UTHSA, comprehensive background checks (including criminal, credit where applicable, and sanctions screening) for all assigned staff and ensure all staff complete compliance training addressing the regulations outlined in Section 5.4.2.D.

5.4.13 Operational Requirements

A. Contractor must develop and maintain a documented system for promptly documenting, escalating, and communicating all patient complaints or disputes to UTHSA’s Patient Financial Services and Customer Service Unit for timely resolution.

B. Contractor shall use commercially reasonable, legally permissible skip-tracing tools and industry best practices to locate updated contact information when account details are inaccurate, incomplete, or outdated.

C. Contractor shall provide all aggregated performance information and trend reports on a weekly basis to the Manager of Customer Service or the Manager’s designee.

5.5 Group Purchasing Organization (GPO):

If Proposer is part of any GPO, provide the GPO Name, Contract(s) Number, and other pertinent information.

5.6 Brand Standards:

The Awarded Proposer will be required to follow the University Identity and Brand Standards as stated in the Institutional Handbook of Operating Policies 2.8.1 and 2.8.2

5.7 Add or Delete Services

UTHSA is continuing to grow clinical, research, and educational services, which may require additional service locations or facilities to be added or removed during the term of this agreement.

The agreement that results from this RFP may need to be modified during its term to reflect these locations modifications. Proposer agrees that the University has the right to add or delete services and locations which are available from the Proposer during the effective period of the contract. The University and the Proposer, prior to execution of services, shall mutually agree upon the scope and price, in writing, for any such additional services. In addition, the University has the right to modify, replace, upgrade, or delete services and locations during the effective mutually agree in writing before modifying services. As well as special notice in Section 1.2 Background and Special Circumstances.

file://cfs/links/FS/Purchasing/Z_SHARED%20Management/BIDS/FY2022/1%20RFP%20745-22-PXX%20Master%20File%20February%202022/1_Working%20Documents/1_Draft%20Documents/www.uthscsa.edu https://public.powerdms.com/UTHSA/documents/1590294 https://public.powerdms.com/UTHSA/tree/documents/1590309

DEPARTMENT OF PURCHASING | HUB PROGRAMS | Mail Code 7962 | 7703 Floyd Curl Drive | San Antonio, Texas 78229-3900

SECTION FOUR

TERMS AND CONDITIONS

SECTION SIX

PRICING AND DELIVERY SCHEDULE

APPENDIX ONE

SECTION 1 – GENERAL INFORMATION

SECTION 2 – EXECUTION OF OFFER

SECTION 3 – GENERAL QUESTIONNAIRE

SECTION 4 – ADDENDA CHECKLIST

APPENDIX TWO

SAMPLE AGREEMENT

APPENDIX THREE

HUB SUBCONTRACTING PLAN

APPENDIX FOUR

RISK ASSESSMENT

APPENDIX FIVE

TX-RAMP NOTICE

APPENDIX SIX

POLICY DRIVEN ADOPTION FOR ACCESSIBILITY (PDAA)

VENDOR ASSESSMENT

See Attached in Euna file://cfs/links/FS/Purchasing/Z_SHARED%20Management/BIDS/FY2022/1%20RFP%20745-22-PXX%20Master%20File%20February%202022/1_Working%20Documents/1_Draft%20Documents/www.uthscsa.edu