36C26123Q0017.docx

36C26123Q0017

PAGE 1 OF

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.

UEI:

EFT:

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. NOV 2021)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES

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

36C26123Q0017 10-06-2022 Emily Trinh | Emily.Trinh@va.gov 702-791-9000 x 13424 10-28-2022

11:59PM

PDT

612MCP

Department of Veterans Affairs VA Sierra Pacific Network (VISN 21) Network Contracting Office (NCO) 21 3230 Peacekeeper Way, Bldg. 209 McClellan

CA

95652-2609 X X 561320 $30 Million N/A X See Performance Work Statement

612MCP

Department of Veterans Affairs VA Sierra Pacific Network (VISN 21) Network Contracting Office (NCO) 21 3230 Peacekeeper Way, Bldg. 209 McClellan

CA

95652-1012

FMS VA-9(101) Financial Services Center PO Box 149971 Austin

TX

78714-9971 See CONTINUATION Page This is a Request for Quote for temporary Administrative Medical Support Assistant (MSA) staffing services on an as needed basis for San Francisco VA Health Care System This solicitation is being conducted under the authority of FAR Parts 12 and 13 and VAAR Part 873.

Carefully read "ADDENDUM to FAR 52.212-1 INSTRUCTIONS TO

OFFERORS—COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES"

See CONTINUATION Page X X Joleo Dianala Contracting Officer Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

1. Contract Administration: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR:

b. GOVERNMENT: Contracting Officer 36C261 Joleo Dianala | Joleo.Dianala@va.gov

VA Sierra Pacific Network (VISN 21) Network Contracting Office (NCO) 21 3230 Peacekeeper Way, Bldg. 209 McClellan CA 95652-2609

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

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.

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

B.2 PRICE/COST SCHEDULE

Note: Indefinite Delivery, Indefinite Quantity Contract is being used because it is impossible to determine the exact quantities in any given year.

The guaranteed minimum award amount for this contract is $1,000. The maximum aggregate value of orders that can be placed under this contract is $6,900,000. The Government does not guarantee that it will place any orders under this contract in excess of the guaranteed minimum award amount.

ITEM INFORMATION

Administrative Medical Support Assistant (MSA) Services for San Francisco VAMC

Contract Period: Base POP Begin: 01-01-2023 POP End: 12-31-2023

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

MANUFACTURER PART NUMBER (MPN): N/A

Administrative Medical Support Assistant (MSA) Services for VA Oakland locations

POP Begin: 01-01-2023 POP End: 12-31-2023

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Clearlake locations

Contract Period: Base POP Begin: 01-01-2023 POP End: 12-31-2023

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Ukiah locations

POP Begin: 01-01-2023 POP End: 12-31-2023

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Eureka locations

POP Begin: 01-01-2023 POP End: 12-31-2023

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Santa Rosa locations

POP Begin: 01-01-2023 POP End: 12-31-2023

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA San Bruno locations

POP Begin: 01-01-2023 POP End: 12-31-2023

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for San Francisco VAMC

POP Begin: 01-01-2024 POP End: 12-31-2024

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Oakland locations

POP Begin: 01-01-2024 POP End: 12-31-2024

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Clearlake locations

POP Begin: 01-01-2024 POP End: 12-31-2024

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Ukiah locations

POP Begin: 01-01-2024 POP End: 12-31-2024

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Eureka locations

POP Begin: 01-01-2024 POP End: 12-31-2024

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Santa Rosa locations

POP Begin: 01-01-2024 POP End: 12-31-2024

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA San Bruno locations

POP Begin: 01-01-2024 POP End: 12-31-2024

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for San Francisco VAMC

POP Begin: 01-01-2025 POP End: 12-31-2025

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Oakland locations

POP Begin: 01-01-2025 POP End: 12-31-2025

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Clearlake locations

POP Begin: 01-01-2025 POP End: 12-31-2025

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Ukiah locations

POP Begin: 01-01-2025 POP End: 12-31-2025

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Eureka locations

POP Begin: 01-01-2025 POP End: 12-31-2025

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Santa Rosa locations

POP Begin: 01-01-2025 POP End: 12-31-2025

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA San Bruno locations

POP Begin: 01-01-2025 POP End: 12-31-2025

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for San Francisco VAMC

POP Begin: 01-01-2026 POP End: 12-31-2026

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Oakland locations

POP Begin: 01-01-2026 POP End: 12-31-2026

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Clearlake locations

POP Begin: 01-01-2026 POP End: 12-31-2026

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Ukiah locations

POP Begin: 01-01-2026 POP End: 12-31-2026

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Eureka locations

POP Begin: 01-01-2026 POP End: 12-31-2026

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA Santa Rosa locations

POP Begin: 01-01-2026 POP End: 12-31-2026

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

Administrative Medical Support Assistant (MSA) Services for VA San Bruno locations

POP Begin: 01-01-2026 POP End: 12-31-2026

PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q802 - Clerical Medical Support - Office/ward clerks, admission and disposition, medical secretaries, and healthcare program assistants.

B.3 PERFORMANACE WORK STATEMENT

1. GENERAL

1.1. The contractor shall provide Medical Support Assistant (MSA) staffing services to San Francisco Veterans Affairs Health Care System (SFVHCS).

1.2. Place(s) of Performance: Services include clerical scheduling and reception duties at the main San Francisco Medical facility and possibly any of the Nine community VA based clinics located in Eureka, Ukiah, Clearlake, Santa Rosa (North) , Santa Rosa (South), Downtown San Francisco, Oakland, and San Bruno.

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

1.4. This work will require VA network access to use the Vista and Computerized Patient Record System application (CPRS). 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.

1.5. Contractor/shall maintain a pool of staffing that has security clearance to work for the VA to provide on-call/as-needed staffing. The duration of employment will be determined as needed.

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

2. CONTRACTOR REQUIREMENTS

2.1. Contractor is the designated MSA scheduler/receptionist responsible for the performance and coordination of appointment scheduling in accordance with the VHA Directive 1230, Outpatient Scheduling and Process and Procedures 1230(5)_D_2016-07-15 (2).pdf. Front desk duties which may vary at each location depending on the clinic’s needs.

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

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

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

2.5. The contractor participates in quality improvement as directed, in order to ensure that the SF VA Health System is in compliance with all performance measures established by the SFVHCS, VISN 21, VA Central Office, JCAHO, OSHA, SOARS, and Inspector General.

2.6. The contractor performs quality customer service for all patients; patient families; VA Staff, contractors, physicians, fellows, residents.

2.7. The contractor always assures the safety of all patients. Adheres to the SF VA Health System Policy and Procedural Memorandums and the directives and policies set by JCAHO, OSHA, and Hybrid-Title 38.

2.8. Key Personnel and Temporary Emergency Substitutions: The Contractor shall assign to this contract the following key personnel (all personnel working on this contract must have Contracting Officer (CO) approval once a clearance submittal by a contract employee has been successfully accepted by the and access granted by the CO):

2.8.1. During the first ninety (90) days of performance, the Contractor shall make NO substitutions of key personnel 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 (c) below. After the initial 90-day period of the contract, the Contractor shall submit the information required by paragraph (c) to the Contracting Officer at least 15 days prior to making any permanent substitutions.

2.8.2. 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 have comparable qualifications to those of the persons being replaced. 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 of key personnel.

2.8.3. For temporary substitutions where the key person will not be reporting to work for three (3) consecutive workdays or more, the Contractor will provide a qualified replacement for the key person. This substitute shall have comparable qualifications to the key person. Any period exceeding two weeks will require the procedure as stated above. (Note: See clause VAAR 852.237-7, Indemnification and Medical Liability Insurance (JAN 2008))

2.8.4. The Government 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 prior to and/or 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, patient abuse, dereliction or negligence in performing directed tasks, ethical misconduct, conduct resulting in formal complaints by patients or other staff members, and any other valid reason considered objectionable.

2.9. The contractor shall be responsible for protecting the personnel furnishing services under this contract. To carry out this responsibility, the contractor shall provide the following for these personnel:

2.9.1. Work Compensation

2.9.2. Professional Liability

2.9.3. Health Examinations

2.9.4. Income Tax Withholding

2.9.5. Social Security Payments

2.10. Non-Personal Services: The parties agree that the contractor, its employees, agents, and subcontractors shall not be considered VA employees for any purpose.

3. QUALIFICATIONS

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

3.2. Contractors should have 6 months to a year experience to apply for an MSA position

3.3. Ability to speak clearly, hear and write English.

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

3.5. Heavy phone and computer usage, often simultaneously.

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

3.7. Technical Proficiency: Contractor shall be technically proficient in the skills of Microsoft Excel, Microsoft Outlook, Microsoft Word Document and have an understanding on how medical computer systems operate necessary to fulfill the government’s requirements, including the ability to speak, understand, read, and write English fluently. Contractor will provide documents as needed to verify current and ongoing competency, skills, related to the provision of care, treatment and/or services performed within the medical center.

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

4. ADMINISTRATIVE REQUIREMENTS

4.1. The qualifications of all personnel shall be subject to review by the SFVHCS Chief of Staff or higher, if there is a conflict of interest per VHA HANDBOOK 1660.3, 22 Sep 08 1660_03_D_2021-09-16.pdf, and approval of the Director, San Francisco Veterans Affairs Health Care System.

4.2. Should the personnel proposed by the Contractor to provide services under this contract be denied privileges, or should the privileges of Contractor personnel be suspended, terminated, or revoked, the Contractor, as well as the employee(s) in question, shall be notified of the basis for such actions.

5. TRAINING

5.1. 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:.

5.2. TMS Courses

· VA 45000 VVC Appointment Scheduling

· VA 32469 VHA Scheduler

· VA 4568812 What’s New Consult Toolbox 2.0

· VA 41309 VA Video Connect Training

· VA 41824 Capturing Patient Insurance Information Buffer

· VA10176 VA Privacy and Information Security Awareness and Rules of Behavior

· VA 10203 Privacy and HIPAA Training

· VA CPRS Tab by Tab: A Basic Orientation

· VA 13100911 Using the Referral Coordination Team Designation within Consult Toolbox

5.3. 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. At a minimum, 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, and (d) definition of any compliance concerns and how to address a compliance concern. This requirement can be fulfilled by completing the training module available via the following Internet site: http://www.visn21.med.va.gov/CBI.asp

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

5.5. 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.

5.6. All MSA staff, with scheduling access, will have mandatory scheduling training provided by the government. This requirement could be up to two weeks of training.

6. CONTRACTOR PERSONNEL SECURITY REQUIREMENTS – INFORMATION SYSTEM ACCESS

6.1. 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.

6.2. Contractor personnel who previously received a favorable adjudication because of a government background investigation may be exempt from this contract requirement if 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.

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

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

6.5. Contractor Responsibilities. 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.

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

6.5.2. Standard Form 86A, Continuation Sheet for Questionnaires

6.5.3. Optional Form 306, Declaration for Federal Employment

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

6.5.5. Self-Certification of Continuous Service

6.5.6. 0710 Authorization for Release of Information

6.5.7. Contractor/Employee Fingerprint Request Forms

7. ACCESS TO AND SAFEGUARD OF VA INFORMATION/COMPUTER SYSTEMS

7.1. 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 no longer provide services to VA under the contract or no longer needs access to VA information systems, 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.

7.2. 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 38 USC 5701 - Confidential nature of claims (govregs.com) and Title 38 U.S.C Section 7332 38 USC 7332 - Confidentiality of certain medical records (govregs.com)) 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 paragraphs can be provided to the Contractor and contract personnel upon request.

7.3. 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.

7.4. 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.

7.5. 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.

7.5.1. The Contractor shall follow all of the previously mentioned statutes and respective regulations implementing these statutes as well as VA Directive 6504 Certification by Principal Investigators: Security Requirements for VA Research Information - Restrictions on Transmission, Transportation and Use of, and Access to VA Data Outside a VA Facility, VA Directive 6601 Directive_6001_28_Jul_2000.pdf – Removable Storage Media, 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 paragraphs may be viewed by contract personnel in the Office of Information Security (see the Information Security Officer).

7.6. 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.

8. HANDLING OF RECORDS

8.1. 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) USCODE-2020-title5-partI-chap5-subchapII-sec552a.pdf (govinfo.gov) , Title 38 U.S.C. Section 5701USCODE-2020-title5-partI-chap5-subchapII-sec552a.pdf (govinfo.gov), Title 38 U.S.C. Section 5705 USCODE-2010-title38-partIV-chap57-subchapI-sec5705.pdf (govinfo.gov), Title 38 U.S.C Section 7332 USCODE-2011-title38-partV-chap73-subchapIII-sec7332.pdf (govinfo.gov)), and Public Law 104-191 (HIPAA) PLAW-104publ191.pdf (govinfo.gov) 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. 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 statutes may result in criminal and/or civil penalties.

8.2. 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 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 contractual duty for which access to this data and/or information was obtained.

8.3. Information or records accessed and/or created by the Contractor while 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.

8.4. 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.

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

8.6. The Contractor shall follow all the previously mentioned statutes and respective regulations implementing these statutes as well as VHA Handbook 1605.1 1605_01_D_2016-08-31.pdf - Privacy and Release of Information 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 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.

8.7. 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.

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

9. HIPAA COMPLIANCE

9.1. Under HIPAA Privacy and Security Rules, the Contractor providing services under this contract is 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 PLAW-104publ191.pdf (govinfo.gov) and all respective regulations implementing this law while providing services under this contract.

10. QUALITY MANAGEMENT

11.1 The Government may evaluate the quality of administrative services provided but retains no control over the medical or professional aspects of services rendered (e.g. professional judgments, diagnosis for specific medical treatment).

11.2 Contract Monitoring Procedures: 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.

10.1. 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.

11. PERFORMANCE STANDARDS

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

11.2. 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.

11.3. MSA has general knowledge of use and check in of all patients via VetLink.

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

11.5. 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

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

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

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

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

11.10. 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 with HIPPA standards.

11.11. MSA provides support to patient aligned care team

11.12. 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, who is monitored based on patient check-in flow and feedback, within operational day.

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

11.14. 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.

11.15. 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.

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

11.17. 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.

11.18. 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.

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

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

11.21. 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.

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

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

12. SUPERVISION

12.1. The contractor is expected to work independently and resolves unusual or complicated problems. The Administrator Officer or MSA supervisor is the first-line supervisor. Supervisors maybe located in an area away from the contractor’s 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.

13. PERSONNEL

13.1. 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)

13.2. 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.

13.3. 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.

13.4. 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.

13.5. 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.

13.6. 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.

13.7. 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.

13.8. 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.

13.9. 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.