36C26118Q0367-002.docx

36C26118Q0367

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1. REQUISITION NO.

2. CONTRACT NO.

3. AWARD/EFFECTIVE DATE

4. ORDER NO.

5. SOLICITATION NUMBER

6. SOLICITATION ISSUE DATE

a. NAME

b. TELEPHONE NO. (No Collect Calls)

8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY

CODE

10. THIS ACQUISITION IS

UNRESTRICTED OR

SET ASIDE:

% FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ

IFB

RFP

15. DELIVER TO

CODE

16. ADMINISTERED BY

CODE

17a. CONTRACTOR/OFFEROR

CODE

FACILITY CODE

18a. PAYMENT WILL BE MADE BY

CODE

TELEPHONE NO.

DUNS:

DUNS+4:

PHONE:

FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19.

20.

21.

22.

23.

24.

ITEM NO.

SCHEDULE OF SUPPLIES/SERVICES

QUANTITY

UNIT

UNIT PRICE

AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA

26. TOTAL AWARD AMOUNT (For Govt. Use Only) 27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________

29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED

SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER) 30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION

(REV. 2/2012)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

36C26118Q0367 08-30-2018 Tracy Worrell 775-785-7158 09-19-2018

12:00 PM PST

612MCP

Department of Veterans Affairs VA Sierra Pacific Network (VISN 21) VA Northern California HealthCare System 5342 Dudley Blvd, Bldg 209 McClellan CA 95652-2609 X X 561320 $27.5 Million X N/A X VA San Francisco Healthcare System Various CBOC Locations 4150 Clement Street San Francisco CA 94121

612MCP

Department of Veterans Affairs Department of Veterans Affairs VA Northern California HealthCare System 3230 Peacekeeper Way, Bldg. 209 McClellan CA 95652-1012

Department of Veterans Affairs FMS VA-9(101) Financial Services Center PO Box 149971 Austin TX 78714-9971 X See CONTINUATION Page The VA San Francisco Health Care System has a requirement for Medical Support Assistants at multiple locations.

This procurement will be conducted under the statutory authority of FAR Parts 12, 13 and VAAR 873.

The VA anticipates awarding a Firm Fixed Price, Single Award Indefinite Delivery/Indefinite Quantity (IDIQ) contract as a result of this solicitation.

Estimated Period of Performance (based on award date) Ordering Period 1: November 1, 2018 to October 31, 2019.

Ordering Period 2: November 1, 2019 to October 31, 2020.

Ordering Period 3: November 1, 2020 to October 31, 2021.

Ordering Period 4: November 1, 2021 to October 31, 2022.

Ordering Period 5: November 1, 2022 to October 31, 2023.

See CONTINUATION Page To be identified on each Task Order X X Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

(continuation from Standard Form 1449, block 18A.)

1. CONTRACT ADMINISTRATION: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR:

VA Sierra Nevada HealthCare System 975 Kirman Ave (90/CCA) Reno, NV 89502 775-785-7158 tracy.worrell@va.gov

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3. INVOICES: Invoices shall be submitted in arrears:

4. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests. Invoices shall be in accordance with the requirements of The Department of Veterans Affairs (VA) Financial Services Center (VAFSC). The latest information shall be used for invoicing and payments and may be changed during the Period of Performance of this acquisition. Current invoicing information is located at https://www.fsc.va.gov/einvoice.asp Vendor e-Invoice Set-Up Information:

Please contact Tungsten at the phone number or email address listed below to begin submitting your electronic invoices to the VA Financial Services Center for payment processing, free of charge. If you have question about the e-invoicing program or Tungsten, please contact the FSC at the phone number or email address listed below:

· Tungsten e-Invoice Setup Information: 1-877-489-6135

· Tungsten e-Invoice email: VA.Registration@Tungsten-Network.com

· FSC e-Invoice Contact Information: 1-877-353-9791

· FSC e-invoice email: vafsccshd@va.gov

ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

AMENDMENT NO DATE

B.2 PRICE/COST SCHEDULE

Note: Indefinite Delivery, Indefinite Quantity Contract is being used because it is impossible to determine with any certainty the exact amount of services that will be required under this contract.

It is anticipated that a Firm fixed price, Single Award, Indefinite Delivery/Indefinite Quantity contract, shall be awarded as a result of this solicitation.

The guaranteed minimum award amount for this contract is $500. The maximum aggregate value of orders that can be placed under this contract is $6,750,000. The Government does not guarantee that it will place any orders under this contract in excess of the guaranteed minimum award amount.

ITEM INFORMATION

Ordering Period One

Ordering Period Two

YR

Ordering Period Three

Ordering Period Four

Ordering Period Five

B.3 PERFORMANCE WORK STATMENT

1. Scope of Work:

a. The contractor shall provide Medical Support Assistant (MSA) for the San Francisco VA Healthcare System (SFVAHCS) in San Francisco, California. Services include clerical scheduling and reception duties at the main San Francisco Medical facility and possibly any of the six community VA clinics located in Eureka, Ukiah, Clearlake, Santa Rosa, Downtown San Francisco or San Bruno. This work will require VA network access to use the Vista and CPRS application. The contract MSA works closely with the lead MSA, MSA supervisor and Administrative officers to assure optimum quality control, coordination of activities, and that all VA scheduling policies, procedures and metrics are achieved. Contractor/s shall maintain a pool of staffing that has the security clearance requirements to work for the VA in order to provide on-call/as-needed staffing at the locations listed below. The duration of employment will be determined as needed.

San Francisco Medical facility 4150 Clement St, San Francisco, CA 94121

Clearlake CBOC 15145 Lakeshore Dr., Clearlake, CA 95422

Eureka CBOC 930 W Harris St Eureka, CA 95501

Santa Rosa CBOC 3841 Brickway Blvd, Santa Rosa, CA 95403

Ukiah CBOC 630 Kings Ct Ukiah, CA 95482

San Bruno CBOC 1001 Sneath Lane, Suite 300, San Bruno, CA 94066

b. Clinic Hours: Monday – Friday 8:00am – 4:30pm

c. Contractor personnel, under the guidance of the Administrative Officer, MSA supervisor or his or her designee, shall perform in accordance with the Statement of Work herein (paragraph 2) and the terms and conditions of this contract.

2. Contractor Requirements

a. Contractor shall be the designated scheduler and receptionist, responsible for the performance and coordination of appointment scheduling in accordance with the VHA Directive 1230, Outpatient Scheduling and Process and Procedures. Front desk duties which may vary at each location depending on the clinic’s needs

i. Internet site: https://www.va.gov/vhapublications/ViewPublication.asp?pub_ID=3218

b. Answers all phone calls in a timely manner for scheduling requests on a daily basis, Monday-Friday and in the patient’s CPRS chart as required.

c. Works with Lead Scheduler to achieve all patient communications are completed on time and appropriately.

d. Works with Lead Scheduler and scheduling/reception team to ensure all schedulers/receptionists are competent and represent the VA in a positive, proactive demeanor.

e. The contractor shall participate in quality improvement as requested, in order to ensure that the SFVAHCS is in compliance with all performance measures established by the SFVAHCS, VISN 21, VA Central Office, JCAHO, OSHA, SOARS, and Inspector General.

f. Contractor shall adhere to the SFVAHCS Policy and Procedural Memorandums and the directives and policies set by JCAHO, OSHA, and Hybrid-Title 38.

g. The contractor shall provide quality customer service for all patients; patient families; VA Staff, contractors, physicians, fellows, residents

h. During the first ninety (90) days of performance, the Contractor shall make NO substitutions unless the substitution is necessitated by illness, death, or termination of employment. The Contractor shall notify the Contracting Officer, in writing, within 15 calendar days after the occurrence of any of these events and provide the information required by paragraph (j) below. After the initial 90-day period of the contract, the Contractor shall submit the information required by paragraph (j) to the Contracting Officer at least 15 days prior to making any permanent substitutions. The Contracting Officer (CO) shall have final review and approval authority on all proposed substitutions of personnel in any resulting contract.

i. The contractor shall provide a detailed explanation of the circumstances necessitating the proposed substitutions, complete resumes for the proposed substitutes, and any additional information requested by the Contracting Officer. Proposed substitutes shall meet or exceed RFQ requirements stated herein. The Contracting Officer will notify the Contractor within 15 calendar days after receipt of all required information of the decision on the proposed substitutes. The contract will be modified to reflect any approved changes.

j. For temporary substitutions where the contract personnel will not be reporting to work for three (3) consecutive workdays or more, the Contractor will provide a qualified replacement. This substitute shall meet or exceed RFQ requirements stated herein. Any period exceeding two weeks will require the procedure as stated above.

k. The parties agree that the contractor, its employees, agents, and subcontractors shall not be considered VA employees for any purpose

l. The government reserves the right to reject any contractor personnel.

3. Qualifications:

a. Contractor personnel shall be a resident of the United States of America

b. Ability to speak clearly, hear and write English

c. Utilize computer programs appropriately, usually involving spreadsheets, word processing, etc.; log in; type 45-60 wpm with minimum errors

d. Heavy phone and computer usage, often simultaneously

e. Familiarity with medical terminology, hospital terminology and/or clinics

f. SFVAHCS reserves the right to refuse or dismiss contract personnel whose personal or professional conduct jeopardizes patient care or the regular and ordinary operation of the facility. Reasons for refusal or dismissal include, but are not limited to: unsatisfactory performance during the term of the contract, failure to receive favorable adjudication during a VA background investigation, failure to satisfy the requirements of the contract, physical or verbal abuse to patients, staff, or visitors, intoxication or debilitation resulting from drug use, theft, dereliction or negligence in performing tasks, ethical misconduct, conduct resulting in formal complaints by patients or other staff members, and any other valid reason considered objectionable.

g. Technical Proficiency/Training: Contractor shall be technically proficient in the skills necessary to fulfill the government’s requirements. Contractor will be provided training by the SFVAHCS on appointment management, VA policy and procedures.

i. Internet site: https://www.va.gov/vhapublications/ViewPublication.asp?pub_ID=3218

ii. Internet site: https://www.va.gov/vhapublications/ViewPublication.asp?pub_ID=3230

h. Minimum 6 months experience with medical appointment scheduling in a medical setting.

i. Education – Certified Medical Assistant or comparable training.

j. Ability to pass a required level of security clearance (NACI level background check).

4. Responsibility:

a. The Government may evaluate the quality of administrative services provided at any time, at any place, under any circumstances.

5. Administrative Requirements:

a. The qualifications of all personnel shall be subject to review by the SFVAHS Chief of Staff or higher, if there is a conflict of interest per VHA HANDBOOK 1660.03, 04 NOV 15, and approval of the Director, San Francisco VA Health System.

i. Internet site: https://www.va.gov/vhapublications/ViewPublication.asp?pub_ID=3152

b. Should the personnel proposed by the Contractor to provide services under this contract be rejected the contractor shall be notified of the basis for such actions.

6. Training:

a. Complete annual mandatory training by using the mandatory packet, attending training in person, or by going-on-line to complete the training. Complete mandatory security training, sign computer security agreement, receive training on the mandatory private policy, and receive copy of the Privacy Directive, VA Directive 6504, Restrictions on Transmission, Transportation and Use of, and Access to VA Data Outside VA Facilities. The Compliance and Business Integrity Training & Education—Contract (Revenue Cycle) Employees includes the following training:

i. Contractor Rule and Behavior

ii. Phone ID

iii. VA Privacy

iv. Cyber Security

v. Code Blue

vi. Fire and Safety

vii. Infection Control Policy and Procedures

viii. Emergency Preparedness / Disaster Policy and Procedures

ix. Initial Competence assessment

x. Area / Program / Unit specific Orientation

xi. Awareness Training: Contractor employees shall complete initial compliance awareness training within 30 days of commencing work under this contract as well as complete annual compliance awareness refresher training

xii. CBI awareness training will include the following topics:

a. the revenue cycle

b. seven elements of an effective compliance program

c. definition of high-risk areas

d. definition of any compliance concerns and how to address a compliance concern.

e. This requirement can be fulfilled by completing the training module available via the link below.

1. Internet site: https://www.visn21.va.gov/CBI.asp

b. Remedial Training: When notified, contract employees must complete remedial training and education to address any detected compliance exceptions.

c. Proof of Training: Contract employees are responsible for submitting proof of awareness and remedial training completed to the Contracting Officer’s Technical Representative (COR) for this contract. The COR will retain proof of training in accordance with applicable Records Control Schedule

d. All MSA staff, with scheduling access, will have a mandatory training provided by the government. Training could be up to two weeks long and travel might be required to and from training sites.

7. Contractor Personnel Security Requirements - Information Systems Access:

a. All Contractor employees, who require access to VA computer systems, shall be the subject of a background investigation and must receive a favorable adjudication from the VA SIC. This requirement is applicable to all subcontractor personnel requiring the same access. If the investigation is not completed prior to the start date of the contract, the Contractor will be responsible for the actions of those individuals they provide to perform work for VA.

b. Contractor personnel who previously received a favorable adjudication due to a Government background investigation may be exempt from this contract requirement provided that they can provide documentation to support the previous adjudication. Proof of previous adjudication must be submitted by the Contractor to VA SIC through the VA Contracting Officer. Proof of previous adjudication is subject to verification by the VA SIC. Some positions maybe subject to periodic re-investigation.

c. Position Sensitivity - The position sensitivity has been designated as: Low Risk

d. Background Investigation - level of background investigation commensurate with the required level of access is: NACI

e. Contractor Responsibilities. In order to conduct a background investigation, the Contractor shall submit or have their contract personnel submit the following required forms to the COR. The COR will arrange a time for contract personnel to complete fingerprint verification.

1. Standard Form 85, Questionnaire for Non-Sensitive Positions

2. Standard Form 86A, Continuation Sheet for Questionnaires

3. Optional Form 306, Declaration for Federal Employment

4. Electronic Fingerprint Verification OR FD 258, U.S. Department of Justice - Fingerprint Applicant Chart

5. Self-Certification of Continuous Service

6. VA Form 0710, Authorization for Release of Information Contractor/Employee Fingerprint Request Forms

7.1 Access to and Safeguard of VA Information/Computer Systems:

a. VA may provide contract personnel with access to VISTA and/or other general files maintained on VA computer systems via personalized VA access codes. These access codes are confidential and are to be protected by the end user. Sharing of these access codes or misuse of VA information/computer systems is a Federal crime and may result in criminal penalties. When contract personnel are not under contract and/or no longer provide services to the VA, the Contractor shall immediately inform the COR, so that the appropriate contract person’s access codes can be deactivated. The COR will be responsible for ensuring that such access codes are deactivated.

b. All contract personnel accessing VISTA, or any other VA information/computer system, will be required to complete VA Information Security Awareness Training and VHA Privacy Policy Training annually and sign all applicable computer user agreements prior to accessing VA systems. The COR will be responsible for ensuring and documenting that this requirement is satisfied. Contract personnel shall maintain, access, release, and otherwise manage the information contained on VA information/computer systems in accordance with all VA/VHA security policies, applicable VA confidentiality statutes (Title 38 U.S.C. Section 5701 and Title 38 U.S.C Section 7332) and the respective regulations implementing these statutes, and Federal statutes and/or regulations applicable to Federal agency records. Copies of this information discussed in the aforementioned paragraphs can be provided to the Contractor and contract personnel upon request.

1. Internet site: https://www.gpo.gov/fdsys/granule/USCODE-2010-title38/USCODE-2010-title38-partIV-chap57-subchapI-sec5701

2. Internet site:https://www.gpo.gov/fdsys/granule/USCODE-2011-title38/USCODE-2011-title38-partV-chap73-subchapIII-sec7332

c. Contract personnel with access to VA information/computer systems shall take reasonable safeguards, both physical and electronic, to safeguard the information and prevent unauthorized disclosures. Should contract personnel know, or suspect, that VA information/computer security was compromised or that VA information was, or could possibly be, disclosed to an unauthorized party, contract personnel must immediately report such knowledge or suspicion to the COR, who will then immediately notify the appropriate VA officials.

d. If contract personnel are authorized by VA to access VA information/computer systems remotely via non-VA issued computers, the Contractor will ensure that such computers are consistent with VA requirements, and will upgrade those computers (hardware and/or software) if instructed to do so by VA in order to ensure compatibility and security when VA information/computer systems are accessed by the end user. Individually identifiable health information will not reside on the contractor’s computer hard drives. After contract award, VA reserves the right to inspect the contractor’s facilities, installations, operations, documentation, records, databases, and computers to ensure these requirements are met.

e. The Contractor shall make its internal policies and practices regarding the safeguarding of medical and/or electronic information available to VA, and any other Federal agencies with enforcement authority over the maintenance and safeguard of such records, upon request.

f. The Contractor shall follow all previously mentioned statutes, respective regulations implementing these statutes, VA Directive 6504 - Restrictions on Transmission, Transportation and Use of, and Access to VA Data Outside a VA Facility, and any other VA/VHA policies and procedures governing the information discussed in this section of the contract. Copies of the information discussed in the aforementioned paragraphs may be viewed by contract personnel in the Office of Information Security (see the Information Security Officer).

1. Internet site: https://www.va.gov/vapubs/viewPublication.asp?Pub_ID=56

2. Any changes in the laws, regulations, or VA/VHA policies or procedures governing the information covered by this section of the contract, during the term of this contract, shall be deemed to be incorporated into this contract.

7.2 Handling of Records:

a. By performing services under this contract, the Contractor is considered part of the VA healthcare activity for purposes of the following statutes and respective regulations implementing these statutes: Title 5 U.S.C Section 552a (Privacy Act), Title 38 U.S.C. Section 5701, Title 38 U.S.C. Section 5705, Title 38 U.S.C Section 7332, and Public Law 104-191 (HIPAA). Contract personnel shall have access to patient medical records and general files only to the extent necessary to perform their contractual duties. Contract personnel shall only release medical information obtained during this contract to those VA medical staff members involved in the necessary care and treatment of the individual patient in which the information pertains. Notwithstanding any other clause and/or provision of this contract, if a request for release or disclosure of information is not necessary for the care and treatment of an individual patient, the Contractor and contract personnel shall not disclose any information contained in general files, patient records, and/or any other individually identifiable health information, including information and records generated by the Contractor in performance of this contract, except pursuant to explicit instruction and written approval from VA. The methods include but are not limited to all medical and record-keeping methods, such as print, computer, hardware, other electronic, and social medical, etc. For the purposes of this paragraph, instruction to disclose or copy such records and/or information may only be provided by the following: VA Regional Counsel and Chief, Health Information Management Service/Privacy Officer through the VA Contracting Officer. Violation of the aforementioned statutes may result in criminal and/or civil penalties.

I. 552a: https://www.gpo.gov/fdsys/granule/USCODE-2010-title5/USCODE-2010-title5-partI-chap5-subchapII-sec552a/content-detail.html II. 5701: https://www.gpo.gov/fdsys/granule/USCODE-2010-title38/USCODE-2010-title38-partIV-chap57-subchapI-sec5701 III. 5705: https://www.gpo.gov/fdsys/granule/USCODE-2010-title38/USCODE-2010-title38-partIV-chap57-subchapI-sec5705/content-detail.html IV. 7332: https://www.gpo.gov/fdsys/granule/USCODE-2011-title38/USCODE-2011-title38-partV-chap73-subchapIII-sec7332 V. Public Law 104: https://www.gpo.gov/fdsys/pkg/PLAW-104publ191/content-detail.html

b. Contract personnel who obtain access to hardware or media which may manipulate or store drug or alcohol abuse data, sickle cell anemia treatment records, records or tests or treatment for or infection with HIV, medical quality assurance records, or any other sensitive information protected under the statues and implementing regulations previously mentioned in paragraph 6.1, above, shall not have access to the records unless absolutely necessary to perform their contractual duties. Any contract person who has access to the previously mentioned data and/or information must not disclose it to anyone, including other contract personnel not involved in the performance of the particular contractual duty for which access to this data and/or information was obtained.

c. Information or records accessed and/or created by the Contractor in the course of performing services under this contract are the property of the VA and shall not be accessed, released, transferred, or destroyed except in accordance with applicable federal law, regulations, and/or VA/VHA policy. The Contractor will not copy information contained in VA information systems, either by printing to paper or by copying to another digital format, without the explicit instruction and written approval from of the officials listed in paragraph 6.1., above, except as is necessary to make single copies in the ordinary course of providing patient care. The Contractor will not commingle the data from VA information systems with information from other sources. Contractor shall report any unauthorized disclosure of VA information to the officials.

d. If this contract is terminated for any reason, the Contractor will provide VA with all individually identifiable VA patient treatment records or other information in its possession, as well as any copies made pursuant, above, within seven (7) calendar days of the termination of this contract.

e. The Contractor shall follow all VA policies regarding the retention of records.

f. The Contractor shall follow VA statutes, respective regulations implementing these statutes, as well as VHA Handbook 1605.1 - Privacy and Release of Information, and any other VA/VHA policies and procedures governing the information discussed in this contract. Copies of the information discussed in the aforementioned paragraphs may be viewed by contract personnel in the Office of Health Information Management (see the Privacy Officer). All contract personnel with access to any of the previously mentioned records (electronic or paper) will be required to complete VHA Privacy Policy Training before accessing such record systems. This training must also be completed annually. The COR will be responsible for ensuring and documenting that this requirement is satisfied.

Internet link: https://www.va.gov/vhapublications/ViewPublication.asp?pub_ID=3233

g. Any changes in the laws, regulations, or VA/VHA policies or procedures governing the information covered by this section of the contract, during the term of this contract, shall be deemed to be incorporated into this contract.

h. VA has unrestricted access to the records generated by the contractor pursuant to this contract.

8. HIPAA Compliance:

a. Under HIPAA Privacy and Security Rules, the Contractor providing services under this contract is considered to be a “covered entity,” and thus is not required to enter into a Business Associate Agreement with VA. However, the Contractor must observe Public Law 104-191 and all respective regulations implementing this law while providing services under this contract.

I. Internet site: https://www.gpo.gov/fdsys/pkg/PLAW-104publ191/content-detail.html

9. Quality Management:

a. Contract Monitoring Procedures - In order to adequately document services provided under this contract, a record keeping system of contractor workload done and shall be established and implemented by the COR. The COR is responsible for verifying the number of procedures worked by each contract person through Management Report menu and/or other appropriate methods and certifying payment of services provided. Documentation of actual services performed must be sufficient to ensure proper payment and allow audit verification that services were provided.

b. All record keeping, documentation collected and maintained by the COR shall be accurate, complete and current, and is subject to review by the Contracting Officer at any time. After contract award, any incidents of contractor noncompliance with the terms of this contract, as supported by record-keeping documentation, shall be forwarded immediately to the contracting officer. Quarterly, the COR will provide a written statement to the VA contracting officer to include a summary of contractor actions and a statement indicating whether all requirements of the contract have been fulfilled as agreed.

c. Performance Standards:

I. Consistently responds to internal and external customer requests for assistance in a courteous, professional, cooperative, and helpful manner

II. Answers the phone within 5 rings and follows appropriate telephone etiquette. Listens attentively to questions and confirms understanding by restating to the caller. Will collect adequate information before transferring a call to providers i.e., nurse, MD, etc

III. MSA has general knowledge of the Vetlink program, which is used to check in all patients

IV. Serves Patient Relations Representative and actively listens to feedback, patient concerns and is able to self-resolve patient complaints / co-worker concerns in a tactful, professional manner

V. Understands the roles and responsibilities of others in the team, participates in team huddles. All employees are expected to be courteous and cooperative and to work to achieve the goals of the clinic. This includes professional, constructive and open communication with supervisor and other employees. Performance must demonstrate the ability to adjust to change or work under pressure in a professional pleasant manner

VI. MSA manages and completes assigned work, provides input on work progress and/or impediments, works collaboratively and maintains efficient work flow

VII. Receives reviews, prepares, and ensures correct punctuation, spelling, grammar, format, styles and oversees the incoming and outgoing correspondence

VIII. MSA will continuously update patient demographics, to include phone number, address, next of kin, emergency contact and insurance capture

IX. Proficiency and daily use of personal computer, Outlook, Vista, Lync, VetLink, and GuiMail. Retrieve and respond to voicemail within 48 business hours

X. Proficiency in operationally opening and closing clinics daily, updating no-shows within 24 hours of appointment. Monitoring incoming and outgoing faxes and mail, in accordance to HIPPA standards

XI. MSA provides support to patient aligned care team (PACT)

XII. MSA has general oversight of the VA Point of Service VetLink. He/she assists, mentors MSA’s on VetLink procedures, reports malfunctions to Lead MSA/ supervisor, which is monitored based on patient check-in flow and feedback, within operational day

XIII. Knowledge in use of VA and other Computer software such as Microsoft Word, Excel, Outlook and Microsoft Office Suite

XIV. Advanced MSA is responsible for workflow, completion and hand-offs for assigned work, for example, the monitoring of two calls and a letter for recall reminders, which may apply to the following reports/metrics Electronic Wait List maintenance, NEAR Report, 90 Day Warning Report, Primary Care Management Module, dual enrollment and any other access related reports

XV. MSA routinely reviews and uses data from reports, such as 7 day access Performance Measures, PCMM/Dual enrollment, NEARS list, vesting report, 90 day warning, consult management, recall reminders and any other reports used to collaborate with team members for patient appointments and communicates scheduling issues to their supervisor

XVI. Responsible for mentoring scheduling practices, ensuring Veterans are scheduled within the VA guidelines

XVII. Assess compliance with The Joint Commission (TJC) and other regulatory program review criteria that govern service and ensure that requirements are in place and are compliant as evidenced by both internal and external reviews.

XVIII. Demonstrates participation and knowledge in the facility’s Compliance and Business Integrity Program to prevent violations of the law as well as maintaining high ethical standards

XIX. Knowledge of safety and fire protection, Emergency Code Awareness i.e. Code Blue, Code Silver and SDS policies and procedures.

XX. Ensure all patients check-in with appropriate two patient identifiers, per policy.

XXI. Always maintains computer and IT security. Accepts full responsibility for all transactions under his / her badge, access and verify codes, and protection or equipment, hardware or software. Uses access security codes only in the performance of official duties.

XXII. Accepts full responsibility for protecting electronic and printed files containing sensitive information.

XXIII. Protects information from unauthorized release, loss, alteration or deletion, following applicable regulations and instructions in the computer access agreement.

d. Supervision:

I. The contractor shall work independently and resolves unusual or complicated problems. The Administrator Officer or MSA supervisor is the first point of contact if assistance is needed. Administrator Officer or MSA supervisor maybe located in an area away from the contractors area, requiring the contractor to make decisions, provide leadership, and share knowledge within appropriate guidelines, independent of immediate contact with the administrative Officer or MSA supervisor.

10. Personnel:

a. Emergency Health Services: The VA will render emergency health services for an incapacitating injury or otherwise serious illness occurring while on duty. All services, to include wages earned during the period of initial medical evaluation provided by the VA, shall be reimbursed by the contractor. The contractor shall furnish the VA with the necessary injury/illness form(s) for reporting purposes. The VA for statistical and/or billing purposes will retain a copy of the complete form(s).

b. Infection Control Requirements: In general, all contract personnel must comply with OSHA requirements for healthcare facilities. All contract personnel are required to have annual PPD/TB screenings, current immunizations, and record of having been offered Hepatitis B vaccine prior to commencement of work.

c. A record keeping system that confirms compliance these OSHA requirements and VA medical center memorandums shall be established and maintained by the Contractor. Such records will be made available to the COR or VA Contracting Officer upon request.

d. Health Tests – Contractor attests that assigned personnel have fulfilled all testing and screening requirements as described below prior to providing services at first duty shift. Evaluations and tests shall be current within the past year.

e. Tuberculosis Testing - All Contractor personnel shall provide proof of a negative reaction to purified protein derivative (PPD) testing. A negative chest radiographic report for active tuberculosis shall be provided in cases of positive PPD results. The PPD test shall be repeated annually.

f. Rubella Testing - All contractor personnel shall provide proof of immunization for measles, mumps, rubella or a rubella titer of 1.8 or greater. If the titer is less than 1.8, a rubella immunization must be administered with follow-up documentation to the COR.

g. Varicella (chicken pox) testing -. Provide a history' of varicella or, if unknown, results of a varicella antibody test; and if non-immune, vaccination with varivax.

h. OSHA regulation concerning occupational exposure to blood-borne pathogens - The contractor shall provide a generic self-study training module to its personnel; provide Hepatitis B vaccination series at no cost to its personnel who elect to receive it; maintain and distribute an exposure determination and control plan to its personnel; maintain required records; and ensure that proper follow-up evaluation is provided following an exposure incident.

i. VA will notify the contractor of any significant communicable disease exposures as appropriate. The contractor’s occupational health provider shall adhere to current CDC/HICPAC Guideline for “infection control” in health care personnel (AJIC 1998; 26:289-354) for disease control. The contracting agency shall provide follow up documentation of employee’s clearance to return to the workplace prior to their return.

11. Identification, Parking, Smoking and VA Regulations:

a. Contract personnel shall maintain a neat personal appearance and maintain a professional decorum. Contract personnel shall wear protective clothing as required.

b. Contract personnel shall wear visible identification badges while on Government property.

c. It is the responsibility of contract personnel to park in designated parking areas only. Parking information and parking decals and stickers will be available from the VA Police. The Government will not invalidate or make reimbursement for parking violations of the contract personnel.

d. Intoxication, debilitation resulting from drug use, insubordination, theft, patient abuse, dereliction or negligence in performing directed tasks and possession of weapons is prohibited and grounds for immediate removal from VA facility. Enclosed containers, of any nature, i.e, handbags, shoulder bags, are subject to search.

e. Violations of VA regulations may result in a citation answerable in the U.S. Federal District Court, not a local district, state or municipal court.

12. Government Furnished Property:

a. The government shall furnish equipment and supplies required for performance under this contract at the SFVAHCS

13. Invoicing:

a. BILLING:

I. Payments in full/ no billing VA beneficiaries: The Contractor shall accept payment for services rendered under this contract as payment in full. VA beneficiaries shall not under any circumstances be charged nor their insurance companies charged for services rendered by the Contractor. The Contractor shall not bill, charge, collect a deposit from, seek compensation, remuneration, or reimbursement from, or have any recourse against, any person or entity other than VA for services provided pursuant to this contract. It shall be considered fraudulent for the Contractor to bill other third- party insurance sources (including Medicare) for services rendered to Veteran enrollees under this contract.

II. Payment Remittance: Monthly invoice billing will be sent electronically

III. Electronic Invoice Submission: Invoices will be electronically submitted to the Tungsten website at http://www.tungstennetwork.com/uk/en/ Tungsten direct vendor support number is 877-489-6135 for VA contracts. The VA-FSC pays all associated transaction fees for VA orders. During Implementation (technical set-up) Tungsten will confirm your Tax Payer ID Number with the VA-FSC. This process can take up to 5 business days to complete to ensure your invoice is automatically routed to your Certifying Official for approval and payment. In order to successfully submit an invoice to VA-FSC please review “How to Create an Invoice” within the how to guides. All invoices submitted through Tungsten to the VA-FSC should mirror the current submission of Invoice, with the following items required. Clarification of additional requirements should be confirmed with your Certifying Official (your CO or buyer). Payments will only be made for actual services rendered. Payments shall be made monthly, in arrears. The Contractor shall be reimbursed at the rates specified in the Prices/Costs Section. The VA-FSC requires specific information in compliance with the Prompt Pay Act and Business Requirements. The Contractor shall be reimbursed upon receipt of a proper invoice. In addition to information required for submission of a “proper” invoice in accordance with FAR 52.212-4 (g), all invoices must include:

1. Name and Address of Contractor

2. Invoice Date

3. Contract Number and Purchase/Task Order Number

4. Date of Service

5. Physician Name

6. Physician Hourly Rate

7. Quantity of hours worked

8. Total price

IV. Payment Adjustments: In the event that the Contract provider works a portion of an hour, the government may adjust payments by 15-minute increments. Contract providers shall be responsible for reporting time worked accurately. The Contract will be paid for actual hours performed. The contract shall be adjusted at the end of the period of performance (base or option year) in accordance with actual performance.

14. REQUIRED REGISTRATION WITH CONTRACTOR PERFORMANCE ASSESSMENT REPORTING SYSTEM (CPARS):

a. FAR 42.1502 direct all Federal agencies to collect past performance information on contracts. The Department of Veterans Affairs has implemented use of the Contractor Performance Assessment Reporting System (CPARS) to comply with this regulation. One or more past performance evaluations will be conducted in order to record your contract performance as required by FAR 42.15

b. The past performance evaluation process is a totally paperless process using CPARS. CPARS is a web-based system that allows for electronic processing of the performance evaluation report. Once the report is processed, it is available in the Past Performance Information Retrieval System (PPIRS) for Government use in evaluating past performance as part of a source selection action.

c. Contractor shall furnish the Contracting Officer/Representative with the name, position title, phone number, and email address for each person designated to have access to your firm’s past performance evaluation(s) for the contract no later than 30 days after award. Each person, that has been granted access, has the ability to provide comments in the Contractor portion of the report and state whether or not the Contractor agrees with the evaluation, before returning the report to the Assessing Official. The report information must be protected as source selection sensitive information not releasable to the public.

d. When your Contractor Representative(s) are registered in CPARS, they will receive an automatically-generated email with detailed login instructions. Further details, system requirements, and training information for CPARS are available at www.cpars.gov. The CPARS User Manual, registration for online training for Contractor Representatives may be found at this site.

e. Within 60 days after the end of a performance period, the Contracting Officer will complete an interim or final past performance evaluation and the report will be accessible at www.cpars.gov Contractor Representatives may then provide comments in response to the evaluation, or return the evaluation without comment. Comments are limited to the space provided in Block 22.