4_Atch1_PWS_CallCenter_20220720_Final.pdf

Attachment 1 to Solicitation No. FA520922Q0059

PERFORMANCE WORK STATEMENT

FOR

CALL CENTER APPOINTMENT LINE CLERK

374TH MEDICAL GROUP

YOKOTA AIR BASE JAPAN

20 July 2022

374 MDG/SGM

Table of Contents

Section Number and Title Page Number

1. DESCRIPTION OF SERVICES/GENERAL INFORMAITON Pg 3

2. SERVICES SUMMARY Pg 9

3. SECURITY REQUIREMENTS Pg 9

4. GOVERNMENT FURNISHED PROPERTIES AND SERVICES Pg 11

PERFORMANCE WORK STATEMENT (PWS)

CALL CENTER APPOINTMENT LINE CLERK

1. DESCRIPTION OF SERVICES/GENERAL INFORMAITON: The Contractor shall provide three

(3) Call Center Medical Appointment Line Clerks at the 374th Medical Group (MDG), Yokota Air Base, Japan, also referred to as the “Medical Treatment Facility” (MTF) herein under the subject contract. The Contractor shall provide all labor, materials, tools, equipment, transportation, and supervision necessary to recruit, qualify, place, manage and retain clerks.

1.1. NON-PERSONAL SERVICES: The services to be performed shall be non-personal services and are not inherently governmental functions. The Contractor is solely liable for the actions of their employees.

1.2. MISSION ESSENTIAL STATUS: Contract employees are not designated as mission essential personnel.

1.3. POSITION REQUIREMENT:

1.3.1. English Language Requirement: The Contractor and all employees performing services shall either be a native English speaker or shall be proficient in understanding (reading, speaking, listening, and writing) English. They shall be capable of effectively communicating with patients and MTF staff. If not a native speaker, proof of a minimum score or higher of the following English test shall be submitted.

(a) TOEIC score: 730 or higher

(b) Other English Test if no TOEIC score is available: Equivalent level as the above TOEIC score.

1.3.1.1. If non-native English speaker is submitted, English test score must be provided within five (5) days after contract award.

1.3.2. Training: Receive on the job training and be required to be knowledgeable of how to book appointments for clinics within the MTF and understand how to book appointments using the appropriate appointment type (24HR, FTR, etc.). The contract employees will ensure that appointments are booked within access-to- care standards, as well as follow all MTF booking protocols and Patient Center Medical Home guidance. Book appointments within the guidelines of Air Force Instruction (AFI) 44-176, Access to Care Continuum, chapter 5, as outlined below in section 2, Services Summary of the PWS. Key Performance Indicators will be measured and tracked monthly via the MTF’s centralized appointing system database. Validate eligibility through appropriate booking through Defense Eligibility Reporting System (DEERS).

1.3.3. Orientations: Contract employees shall complete all MTF-specified orientation program(s), initial and annual training requirements, and comply with all MTF policies, procedures, productivity standards and instructions as provided by the MTF. The Government will provide initial MTF orientation and annual refresher training for contract employees. This requirement will be conducted during normal duty hours.

1.3.4. Work Environment/Physical Requirements: The work will be performed in an office setting located within the 374th Medical Group. There is continual low volume noise due to the close proximity of the workstations and the constant conversations between the staff and patients on the phone. In this situation, it is required that the individual be able to maintain attention, communication, and have a positive interaction with the patients and staff. The work is mainly sedentary, but may require walking, bending, standing, and/or carrying of light items such as files, manuals, and medical records.

1.3.4.1. The position requires the individual to be seated for extended periods of time and to have sufficient dexterity to operate a computer keyboard. The individual shall be able to see and read the computer monitor and telephone console. The individual shall be able to hear callers and clearly relay verbal instructions.

1.3.5. Government Computer Access: The Contractor shall comply with the requirement to obtain the minimum personnel security investigations as prescribed by DoD 5200.2.

1.4. SPECIFIC TASKS:

1.4.1. Operation: The contract employees shall answer incoming telephone calls and schedule patient appointments in the Composite Health Care System (CHCS)/Armed Forces Health Longitudinal Technology Application (AHLTA) for primary care, specialty and subspecialty medical care. In addition to scheduling requested appointments, the contract employees shall call patients to schedule, reschedule, and/or cancel appointments as needed, to include appointments for consult/referral specialty care within the MTF or at civilian facilities. If needed, a translator for Japanese speaking patients are available upon request. The contract employees will also enter telephone consults conducted with patients to the staff on the Medical Provider teams in AHLTA.

1.4.1.1. Performance Target: In accordance with (IAW) AFI 44-176, Access to the Care Continuum, the following Key Performance Indicators have been identified as performance targets for Appointing staff.

1.4.1.2. Call Waiting Time: The time the caller is on hold waiting to speak to contract employees. 90% of calls need to be answered within 90 seconds.

1.4.1.3. Average Speed of Answering: The average speed that if takes contract employees to answer the phone shall be less than 45 seconds.

1.4.1.4. Call Abandonment: The number of callers whose calls were received by the telephone switchboard, but who disconnected (i.e., hung up) before the contract employees could answer the telephone. The percent of calls abandoned shall be below 8%.

1.4.1.5. Average Call Talk Time: The average talk time that contract employees actually talks to a patient shall be under three (3) minutes (180 seconds).

1.4.2. Other Tasks:

1.4.2.1. Required to find clinic information and appointment criteria located in Standard Operation Manual found in the AHLTA system.

1.4.2.2. Contacts clinic personnel when appropriate to clarify appointment issues or to assist patients in getting an appointment that the contract employees do not have permission to book.

1.4.2.3. Enters Telephone Consults into AHLTA when required by the booking protocols.

1.4.2.4. The contract employees is responsible for independently dealing with each caller. The contract employees must determine what appointment type best meets the patient’s needs and schedule the patient accordingly, ensuring that the access-to-care standard is met. The contract employees must be able to recognize when to refer a patient to the Emergency Department or to a Registered Nurse.

1.4.2.5. Maintains positive customer service practices and proper phone etiquette. Contract employees shall engage in positive personal interactions with patients, medical staff, and co-workers.

1.4.2.6. Maintains accurate and up-to-date patient schedules and logs. Utilizes CHCS/AHLTA system tools (detail codes, freezing slots, and TRICARE on-line usage) to facilitate maintenance of appointment slots, rescheduling options, or cancellation processing.

1.4.2.7. Validates basic CHCS patient demographic information prior to booking appointment for patients.

Makes required updates.

1.4.2.8. Calls patients as needed to schedule, reschedule, and/or cancel appointments.

1.4.2.9. May assist in preparation of patient notices (telephonically or form letter formats) for appointment reminders, no shows, or reschedule/cancellations; and other administrative duties. Related to scheduling patient appointments.

1.4.2.10. May attend meetings/training deemed appropriate by the Group Practice Manager (GPM) that involves information regarding clinic appointments.

1.5. GENERAL INFORMATION:

1.5.1. Hours of Operation: Normal hours of operation of the MTF are 0730-1630 hours, Monday through Friday, with variability depending on patient care needs and mission requirements. Contract employees shall alternate lunches to ensure at least one (1) person is taking appointments at all times.

1.5.2. Availability: Workdays will consist of eight (8) hours a day based on mission requirements.

Services are generally required five (5) days each week (Monday through Friday), excluding U.S. Federal holidays. Required services may be scheduled between the hours of 0700-1630 hours, Monday through Friday. Hours are subject to change based on needs and as mutually agreed between the Functional Requirement Evaluator Designee (FRED)/Contracting Officer’s Representative (COR) and the Contractor; however, the total number of hours will not exceed eighty (80) hours per two (2) week period.

A lunch period is not a payable period. Commuting time to and from required place of performance is not compensable by the Government. In no case will overtime be authorized or paid.

1.5.3. Arrangement for Replacement Staff: The Contractor management staff shall replace permanent contractor employees at the earliest possible. Contractor employees must notify the Contractor and the Government staff (FRED, COR, Contract Administrator (CA), and/or Contracting Officer (KO)) of the intention to vacate the job at least thirty (30) calendar days prior to the last duty day at the requesting location (e.g., send resignation form/document to the Contractor). The Contractor shall provide a candidate package to the Government staff no later than thirty (30) calendar days prior to the date of resignation. The Contractor management staff shall ensure that all temporary or permanent replacement staff are fully qualified, meet all pre-placement requirements, and are ready to perform within the required timeframe.

1.5.4. Contracting Officer’s Representative (COR). The Contractor shall coordinate all aspects of this requirement with the COR. Completed work shall be subject to inspection and acceptance by the COR.

This designation will be made in writing by the KO at the time of contract award, or prior to commencement of the COR duty. The COR shall NOT direct or redirect any contractor action(s). This can only be done by the KO.

1.5.4.1. Functional Requirements Evaluator Designees (FRED). The FRED shall oversee the contract employees’ performance, monitor schedule compliance (days/hours worked), inspect work performance, and submit monthly surveillance documentation to the COR. The FRED reports of non-conformance must be forwarded to the COR within three (3) business days of the incident.

1.5.5. Non-Duty Days: Contract employees may be required to perform on Government non-duty days or other times when the MTF may be closed such as Pacific Air Forces (PACAF) family days (approximately 10 - 12 days per year). The FRED/COR at each location will notify the Contractor five

(5) working days prior to such days if performance will be required. The FRED/COR will have the flexibility, based on projected demand, to allow for fewer than three (3) clerks on these days and/or modify the duty hours required. Appropriate deductions will be made from the contractor's monthly invoice in these situations. Any day that contract employees are not required to work will be non-paid days, except for unplanned base closure events (due to inclement weather, etc.). In the event of an unplanned base closure, no deduction will be made from the Contractor’s monthly invoice.

Contract Line Item Number (CLIN) Monthly amount divided by two hundred and forty (240) hours (30 calendar days) = Hourly Rate

**Thirty (30) calendar days shall be used for calculation purposes regardless of the total number of days within the month. (e.g., February) **

The base closure due to the inclement weather will be payable days.

1.5.6. Federal Holidays. Federal Holidays are paid days. Any Federal Holiday falling on Saturday will be observed on the preceding Friday; holidays falling on a Sunday will be observed the following Monday. Any holidays that are declared by Presidential Executive Order shall be observed in the same manner as the holidays listed below.

New Year’s Day 01 January Martin Luther King’s Birthday Third Monday in January President’s Day Third Monday in February Memorial Day Last Monday in May Juneteenth National Independence Day 19 June Independence Day 04 July Labor Day First Monday in September Columbus Day Second Monday in October Veteran’s Day 11 November Thanksgiving Day Fourth Thursday in November Christmas Day 25 December

1.5.7. Continuing Medical Education (CME) and Training Requirements:

1.5.7.1. Current Basic Life Support (BLS): The individual shall complete American Heart Association Heart Saver CPR with AED or American Red Cross equivalent within 60 days of employment. The Government will provide initial/refresher training to all MDG employees to include contractors once they have in-processed to the MDG.

1.5.7.2. Unique Military Health Care Systems/Procedures: Training will be provided by the MTF on patient’s electronic medical record systems, CHCS & Armed Forces ALTHA; as well as the DEERS.

1.5.7.3. Health Insurance Portability and Accountability Act (HIPAA) of 1996: All individuals performing services at an Air Force MTF are required to complete initial and annual refresher HIPAA Privacy and Security Rule training as provided by the MTF for its personnel and will be held accountable for complying with health information privacy and security policies and procedures.

1.5.7.3.1. HIPAA Compliance: The Contractor agrees to abide by all the requirements of the Health Insurance Portability and Accountability Act (HIPAA) as codified at 45 Code of Federal Regulations (CFR) Part 160 and Part 164, subparts A and E, and implemented by DoD 6025.18-R regarding the privacy and confidentiality of health records and information being provided and shared under the resulting contract. The Contractor shall also comply with the Business Associate Agreement under Privacy of Protected Health Information.

HIPAA is comprised of several different sections, each to be implemented by the Department of Health and Human Services. The medical facilities of the military services and the DOD health plans are specifically listed as covered by HIPAA. Currently, HIPAA Privacy and Security Rules, as set forth in the CFR, are in effect for all MTFs. The specific implementation of HIPAA Privacy for DOD medical facility is set forth in DOD 6025.18-R, and for HIPAA Security, the requirements for AF MTF’s are contained in DOD 8580.02-R and AFI 41-217, which also contains additional Information Assurance requirements for all AF MTF’s. DOD 6025.18-R, DOD 8580.02-R and AFI 41-217 are incorporated herein by reference. MTFs are responsible to insure overall compliance with HIPAA requirements, which includes incorporation of certain requirements in contracts entered or amended after the respective implementation dates.

IAW these regulations the Contractor and its employees meet the definition of Business Associates.

Therefore, a Business Associate Agreement is required by law to comply with both the HIPAA Privacy and Security regulations. This clause serves as that agreement for each MTF, whereby the Contractor and its employees agree to abide by all HIPAA Privacy and Security requirements regarding health information as defined in this clause, DOD 6025-18-R, DOD 8520.02-R and AFI 41-217. Additional HIPAA requirements will be addressed when implemented.

1.5.7.4. Orientation: All contract employees must complete service/clinic specific orientation prior to furnishing services under this contract. Clinic orientation must occur within five (5) duty days of employment start date. MTF orientation must occur within 30 days of employment start date.

1.5.7.5. MTF Specified Orientation: Contract employees shall complete all MTF specified orientation program(s), initial and annual training requirements, and comply with all MTF policies, procedures, productivity standards and instructions as provided by the MTF.

1.5.8. Additional Requirements:

1.5.8.1. Appearance: Contract employees shall present a neat appearance, wear business casual clothing during the workweek and be easily recognized as contractor employees. A Medical Squadron issued badge will be provided designating “contractor” and shall be worn at all times.

1.5.8.2. Contract employees shall possess telephone etiquette, excellent communication and customer service skills.

1.6. PERSONNEL HEALTH REQUIREMENTS:

1.6.1. The Centers for Disease Control and Prevention (CDC) Healthcare Infection Control Practices Advisory Committee (HICPAC) and Advisory Committee on Immunization Practices (ACIP) definition for Health Care Worker (HCW) is used here and includes:

i. All paid and unpaid persons working in health-care settings who have the potential for exposure to infectious materials, including body substances, contaminated medical supplies and equipment, contaminated environmental surfaces, or contaminated air.

ii. HCW might include (but are not limited to) physicians, nurses, nursing assistants, therapists, technicians, emergency medical service personnel, dental personnel, pharmacists, laboratory personnel, autopsy personnel, students and trainees, volunteers, contractual staff.

iii. HCW might also include persons (e.g., clerical, dietary, housekeeping, maintenance, and volunteers) not directly involved in patient care but potentially exposed to infectious agents that can be transmitted to and from HCW.

1.6.2. Department of Defense Joint Instruction AFJI 48-110 “Immunizations and Chemoprophylaxis” directs immunizations and chemoprophylactic practices follow current national standards as per CDC ACIP. Specific guidance for healthcare workers is posted on the internet.

i. http://www.cdc.gov/vaccines/acip/index.html and http://www.cdc.gov/niosh/topics/healthcare/

ii. For further information on current requirements, please contact Public Health (PH) at DSN 315- 225-5311.

1.6.3. Contract employees shall provide evidence of immunizations to hepatitis B, influenza, mumps, measles, rubella, varicella, TDap (tetanus, diphtheria and pertussis) and Tuberculosis (TB), within the first 10 days of employment. Contract employees shall also provide proof of a negative TB skin test within 12 months (if positive, proof of negative chest X-ray within 12 months, at the cost of the contractors expense) prior to start of work.

1.6.4. All non-military healthcare workers (contract, volunteer or student) will receive vaccinations and/or testing for only HIV, Hepatitis B virus (HBV) (if they fall into the appropriate category), TB (frequency determined by MTF policy) and Influenza (if available). All other required immunizations/tests, to include mumps, measles, rubella, varicella, and Tdap shall be performed prior to starting work at this MTF.

1.6.5. All hospital employees shall be immunized annually with the influenza vaccine. This vaccine will be provided by the Government. Unless vaccinated by the Government, the health care worker shall be required to show proof of the vaccination.

1.6.6. Point of Contact: The Contractor shall provide a point of contact that shall be responsible for the performance of work. The point of contact shall have full authority to act for the Contractor on all matters relating to the daily operation of this contract. The Contractor shall designate this individual, in writing, to the KO upon award.

http://www.cdc.gov/vaccines/acip/index.html http://www.cdc.gov/niosh/topics/healthcare/

2. SERVICES SUMMARY (SS):

Performance Objective PWS Para Performance Threshold Method of Assessment

SS #1: Call wait time

1.4.1.2.

90% of calls need to be answered within 90 seconds

Periodic Inspection (Monthly)

SS #2: Average speed of answer

1.4.1.3.

100% compliance.

Average speed that it takes contract employee to answer the phone must be less than 45 seconds

Periodic Inspection (Monthly)

SS #3: Call abandonment rate 1.4.1.4.

The % of calls abandoned must be below 8%

Periodic Inspection (Monthly)

SS #4: Average call talk time

1.4.1.5.

100% compliance.

The average talk time that contract employee actually talks to a patient must be under three (3) minutes (180 seconds)

Periodic Inspection (Monthly)

SS #5: Contract employees must possess telephone etiquette, excellent communication and customer service skills

1.5.8.2.

No more than 3 validated customer complaints per month

Customer Complaints

3. SECURITY REQUIREMENTS:

3.1. The Contractor Manager or alternate shall complete a Request for Identification Credential (Air Force Materiel Command (AFMC) Form 496) for each employee of the Contractor requiring access to Yokota Air Base. The request shall be submitted to Pass and Registration. The Government will provide a completed Identification Credential (AFMC Form 3876), which shall be issued, displayed and surrendered.

3.2. COMPUTER SECURITY: A National Agency Check (NAC) must occur for clearance for appropriate security of privacy act information. The Contractor is responsible for completing a Questionnaire for Public Trust Positions (Standard Form (SF) 85P) and providing fingerprint cards for each employee immediately with the hiring process, complying with regulations, DoD 5200.2-R, Chapter 1 and Appendix A, and Air Force Security System Instruction (AFSSI) 5027, Section 1.8.1.2.1. The above information must be completed and submitted to the MTF prior to beginning work.

3.3. GOVERNMENT COMPUTER ACCESS: The Contractor shall ensure that all contract employees comply with the requirement to obtain the minimum personnel security investigations as prescribed by DoD 5200.2-R and Air Force Instruction (AFI) 31-501, paragraphs 3.27.3.7 to 3.27.3.7.2.

The Contractor shall work with the MTF to ensure that the pre-employment screening process for each employee classified as Automated Data Processing (ADP) I, II, III (as defined in DoD 5200.2-R) includes the appropriate investigations and that each contract employee has the appropriate questionnaires and forms to be completed. All completed forms shall be reviewed by the Contractor and forwarded to the MTF for processing prior to the employee beginning work. The Contractor shall understand that, while the MTF Commander may allow contract employees to temporarily occupy non-critical sensitive positions pending the NAC, the employees will be immediately removed from the position if at any time the NAC receives unfavorable adjudication, or if other unfavorable information that would affect the NAC becomes known. This shall be completed prior to the start of health care delivery. All documents shall be submitted to the designated MTF Security Manager.

3.4. CRIMINAL BACKGROUND CHECK REQUIREMENT:

3.4.1. The Contractor shall ensure that, as a condition of employment, the contract employees providing patient care services under this contract meet the requirements of the Crime Control Act of 1990, as amended. This shall be accomplished by successfully completing a Criminal Background Check consisting of a Federal Bureau of Investigation (FBI) fingerprint check and State Criminal History Repository check. The procedures for completing the required background checks are outlined within DoD Regulation 5200.1, the DoD Information Security Program, and DoD Instruction (DoDI) 1402.5, Criminal History Background Checks on Individuals in Child Care Services, 19 Jan 93. The Contractor shall be responsible for any costs associated with the Criminal Background Check.

3.4.2. Personnel may be employed under the contract pending completion of background checks but shall not care for minor children under 18 years of age alone until completion of the background checks.

3.4.3. All background investigation requests shall be submitted to the designated MTF Security Manager.

The name of the COR shall be included in each request as the recipient of the results.

3.4.4. Tier 1 Background Investigations, Fitness and Suitability Adjudications: The Contractor shall ensure contract employee comply with DoDI 5200.46 before submitting personnel resumes to the Government.

3.4.5. Individuals have the right to obtain a copy of any background check pertaining to them and to challenge the accuracy and completeness of the information contained in the report.

3.4.6. Individuals who have previously received a background check shall provide proof of the check to the MTF Security Manager and submitted with the credentialing package, or obtain a new one. A new investigation is required if a break in service to the DoD results in a time lapse of more than two (2) years.

3.5. EMERGENCY HEALTH CARE: The MTF will provide emergency health care for contractor employees for injuries occurring while on duty in the MTF. These services will be billed to the contractor employees.

3.6. PATIENT SENSITIVITY: The contractor employees shall respect and maintain the basic rights of patients, demonstrating concern for personal dignity and human relationships. Whenever the contract employees receives complaints, the COR validates those, valid complaints will be forwarded to the KO for further action.

3.7. COMMUNICATION: The Contractor shall ensure contract employees under its supervision maintain open and professional communication with members of the MTF. Validated complaints will be reported in writing to the KO and the Contractor for action.

4. GOVERNMENT FURNISHED PROPERTIES AND SERVICES:

4.1. GOVERNMENT FURNISHED ITEMS AND SERVICES: The Government will provide the following equipment, supplies, and services listed below:

4.1.1. EQUIPMENT/OFFICE FURNITURE: The Contractor shall have joint use of all available equipment for performing services required by this contract.

4.1.2. FORMS: The MTF will provide required government forms used in the performance of services.

4.1.3. SUPPLIES: The MTF will provide all non-medical supplies commonly used in the facility for the care and management of patients.

4.1.4. COMPUTER EQUIPMENT: The MTF will provide the computer and telephonic equipment and training required for these systems. The contract employees will be required to use the computer systems that are standard for the support of the MTF.

4.1.5. EMERGENCY HEALTH CARE: The MTF will provide emergency health care for contract personnel for injuries occurring while on duty in the MTF. These services will be billed to the Contractor at the current full reimbursement rate if the patient is not TRICARE eligible.

4.1.6. IDENTIFICATION CARDS: The Government will issue a hospital identification (ID) badge which shall be worn at all times within the MTF, when Infection Control issues are not compromised. The ID badge shall be visibly displayed between the shirt collar and the waist. A Common Access Card (CAC) will also be issued to allow the contract employee access to necessary computer systems and to the base and the MTF during heightened security. Both cards shall be carried by the individual at all times while working at the MTF. The contract employee shall return all government issued IDs and keys to the facility management and the Military Personnel Flight (MPF) upon vacate the position.