6-Attachment D - Technical Criteria Questions.docx

Attachment D

Oxygen Concentrator Request Proposals

Technical Criteria Questions

Proposals must provide a detailed, point-by-point narrative response to each evaluation criterion and issue identified in this RFP. The criteria are not intended to limit a proposal's content or exclude any relevant or essential data. Offerors are at liberty and are encouraged to expand upon the criteria to demonstrate the Offeror’s capability to provide the State with a solution.

To determine which proposal provides the best value to the State, the evaluation committee will evaluate each responsive and responsible proposal that has not been disqualified or rejected using the following criteria:

1. Transition Plan The Offeror must prepare and submit a general plan and narrative regarding the transition process from the current vendor, if necessary. If applicable, this plan is subject to change for the awarded offeror based on the negotiations between the State and the current vendor. That plan must include: the overall concept of the operation, coordination with the current vendor, a timetable showing appropriate phases of the transition process, what types of agreements might be necessary between the successful Offeror and the current vendor (if applicable), and any other appropriate information. The transition must be seamless, smooth, and done without disruption or gaps in service to the members. Any issues, problems, or detrimental circumstance arising from the transition shall be the responsibility of the Offeror, and the Offeror agrees to indemnify and hold the State harmless for such occurrence.

The Offeror shall provide to the State’s satisfaction assurances: (1) that upon award of the contract the successful Offeror shall immediately coordinate with the current vendor to make arrangements for the exchange and installation of all Equipment at all locations currently having Equipment, (2) that there shall be no interruptions of service to Medicaid members due to the lack of Equipment or installation, and (3) that the successful Offeror shall complete the transition from the previous vendor by July 31, 2027.

If the incumbent offeror submits a proposal, they will be given a score of 3 in this category.

2. Quality of Equipment and Supplies The Offeror shall ensure the quality of all Concentrators and associated equipment. The Offeror will provide a list of the current concentrator inventory, or anticipated inventory, to be used on this contract by age of machine. The newer the model of concentrators, the more points will be awarded. The Offeror shall also provide information pertaining to other supplies or equipment commonly provided to members using oxygen concentrators. Minimum standards for concentrators are mentioned in Attachment B: Scope of Work, Article 3.

The Offeror has the capacity to supply Medicaid Members, throughout the state of Utah, prescribed Concentrators and any other equipment or supplies ordered by a treating Practitioner to meet the respiratory needs of the Member as outlined in the Scope of Work, Section 4.1. (Yes/No) The Offeror has the capacity and processes in place to furnish, install, and service all oxygen equipment needed to dispense oxygen as ordered by a Practitioner to Medicaid Members, as outlined in the Attachment B: Scope of Work, Article 3. All equipment used must, at a minimum, meet the specifications as outlined in the Attachment B: Scope of Work, Article 3. (Yes/No) Please detail how a Yes or No answer is warranted.

3. Supply Chain Planning

The Offeror shall include details related to supply chain planning such as current inventory of equipment that is available for serving the anticipated demands of the contract. If available inventory levels are below anticipated demand, then the Offeror shall provide details related to sourcing strategies that would ensure adequate supply (such details might include the supplier(s), lead times, and the anticipated date(s) of inventory buildup, and details of models to be acquired as noted in section 2 of the Technical Criteria).

The Offeror shall provide a narrative of how services and Equipment will be provided throughout the State. This can include centralized locations or satellite offices. Locations of satellite offices must be provided. Any further details surrounding inventory distribution to the anticipated locations of service, anticipated service levels, safety stock levels, and lead times associated with inventory transfer to these locations may improve the Offeror’s score in this section. Historical data surrounding these metrics may also be supplied to enhance the information provided.

4. Claims and Billing

The Offeror must include in response to the RFP an outline of claims and billing processes. The offeror shall include information pertaining to the effectiveness of claims processing, which shall include, but not be limited to the Clean Claims Ratio (CCR) or First-pass Ratio, the Denial Rate, and average time in days from dates of service to submission of claims.

5. Education Materials

The Offeror shall include a copy of member training materials for review. Standards for education materials are outlined in Attachment B: Scope of Work, Article 11. The quality of the materials will determine the score for this section; quality will be determined by evaluation of the following: adherence to standards provided in Attachment B: Scope of Work Article 11, organization and clarity (including removal of unnecessary jargon to create language understandable to non-medical audiences), and accuracy of information provided based off evidence-based standards.

6. Business Qualifications

Business qualifications shall include, at a minimum, for the Offeror details of the following:

A. Legal name, business structure, and contact details of the Offeror and any proposed subcontractors;

B. Entity formation date and length of continuous operation;

C. Organizational Capability & Experience:

1. An organizational chart showing key leadership, key personnel assigned to this contract, and reporting structures;

2. Specific years of experience providing and servicing medical oxygen concentrators; and

3. Current operational capacity, including the total number of concentrator units serviced, maintained, or deployed annually; and D. Financial Health: Financial documentation sufficient to demonstrate long-term operational stability.

7. Servicing Equipment

The Offeror shall provide information on current practice and anticipated plans regarding the servicing and maintenance of equipment included in this contract. At a minimum, details should address the requirements stated in Attachment B: Scope of Work Article 6.

8. Lost, Stolen, or Damaged Beyond Repair Equipment

The Offeror must include in response to the RFP a process map pertaining to how lost, stolen, or damaged equipment will be handled. Details shall be provided for how the organization will deliver a timely continuity of service in such situations. Additionally, the offeror shall include a plan for how coordination of payment will occur with Medicaid in such circumstances.

9. Telephone Service

The Offeror shall describe their capability (directly or via subcontracting) to provide telephone service support for members and providers, and ensure system functionality, staff availability, infrastructure, and equipment necessary to meet or exceed all RFP requirements, including (but not limited to) the following:

A. After-hours, emergency / disaster situations, and state holidays capabilities.

B. Toll-free telephone access, and other means of electronic communication with Offeror personnel trained to assist members, providers, and other parties.

C. Processes to ensure this telephone service meets or exceeds performance standards as specified in Attachment B: Scope of Work Article 21.

D. Telephone-service implementation plans (including performance standards).

E. Telephone-service activity reporting.

F. Innovative ideas, new concepts, and optional features regarding call center support and management.

10. Licensure

The Offeror must include in response to the RFP information regarding current licensing of the organization and of subcontract organizations. If current licenses held are inadequate, then the Offeror shall provide details regarding the acquisition of required licenses by the beginning date of operations pertaining to the contract. Full points shall be awarded for complete and adequate current licensure, half points for incomplete licensure with an adequate plan for licensure, and no points shall be awarded for lack of licenses and poor plans relating to the obtaining of proper licenses. If an Offeror does not currently hold the required licenses for contract performance and has no plans for obtaining such licenses by the beginning of operations, then the Offeror’s proposal shall be rejected.

11. Recent Experience

The desirable Offeror will have recent demonstrated experience performing similar services for another Medicaid, Medicare, or third-party payer. The Offeror shall provide details of any such experience as part of the proposal.

12. Reports Using Attachment A (Oxygen Concentrator Reporting Measures Worksheet), the Offeror must include in response to the RFP a list of reports on which vendor performance can be measured. If awarded, these monthly-performance reports will be provided on a quarterly basis and will be used to measure the Offeror’s compliance with the performance standards established in Attachment B: Scope of Work Article 26 and outcome standards established in Attachment B: Scope of Work Article 27.

Samples of these reports must be included with the response and will be the basis for scores in this section. Samples will be evaluated for transparency, clarity, effectiveness, organization, and ability to demonstrate compliance with key performance standards established in Attachment B: Scope of Work Article 26. As such, the primary purpose of this section is to evaluate the proposed reporting structure and plans of the Offeror. Offerors may not submit any HIPAA protected information within their offer, including within the report samples, but rather Offerors should submit placeholder information where necessary.

These reports shall include, but not be limited to:

· Concentrator Information Description including desired elements: The total number of concentrators in use per month and whether they were placed by the Offeror or a subcontractor, member name, date of birth, Medicaid identification number, address, services by code, equipment by code. Please also provide a statement of “yes” or “no” pertaining to whether or not the member was provided with sufficient backup oxygen as defined in Mandatory Minimum number 5.

Required elements: Provide a statement of “yes” or “no” pertaining to whether or not the member was provided with sufficient backup oxygen as defined in Mandatory Minimum number 5.

· Incident Reporting Description including desired elements: A report documenting information surrounding all never events and sentinel events.

Required elements: A report documenting information surrounding all never events and sentinel events (can be specific to Medicaid, but does not have to be- in either scenario, liquidated damages will be assessed on the data provided as noted in Section 26.3(d)of the SOW. If data is provided for the organization’s entire patient population rather than for Medicaid members specifically, it is assumed that organization trends will reflect trends in care impacting Medicaid members, and thus liquidated damages will still be applied if indicated by the data).

· Concentrator Placement Description including desired elements: The number of occurrences when the six-hour timeframe for Concentrator placement or replacement was not met due to the Offeror’s error with an explanation for each occurrence.

Required Elements: The number of occurrences when the six-hour timeframe for Concentrator placement or replacement was not met due to the Offeror’s error (specific to Medicaid).

· Telephone Response Description including desired elements: Metrics pertaining to telephone response time and issue resolution. Include data pertaining to telephone service availability, missed calls, average call back response time, and any instances when the 15-minute call response requirement was not met (these metrics do not have to be specific to Medicaid members).

Required elements: Average response time for return calls (can be specific to Medicaid, but does not have to be- in either scenario, liquidated damages will be assessed on the data provided as noted in Section 26.3(b)of the SOW. If data is provided for the organization’s entire patient population rather than for Medicaid members specifically, it is assumed that organization trends will reflect trends in care impacting Medicaid members, and thus liquidated damages will still be applied if indicated by the data).

13. Member Satisfaction

The Offeror shall provide internal member satisfaction data for the last year of operations. The Offeror shall also provide information detailing efforts to improve and manage patient satisfaction. Member satisfaction will be evaluated on the merits of transparency, protections against bias, clarity, favorability, trends of improvement, and details relating to how the organization manages and strives to improve patient satisfaction.

14. Risk Mitigation Plans

The Offeror shall provide details of risk mitigation strategies including insurance coverage. Each Offeror will be evaluated for adequacy of coverage and planning.

15. Urgency and Frequency of Services

The Offeror, shall specifically address how the organization will ensure delivery of services within 6-hours of order as outlined in Attachment B: Scope of Work, Article 18 and in section 3 of the Minimum Mandatory Requirements. Some examples of information that might be provided include workflow charts, narratives, historical data, metrics tracked, or standard operating procedures. Additionally, the offeror shall specify the standard amount of patient follow-up visits anticipated during a service year as part of normal operations. The visits should be differentiated by type (for example: phone, in-person, video call, etc.) and by title of person providing the visit (for example: CRTT, RRT, Customer Service Rep., RN, Administrator, etc.).

16. Staffing Ratios

The Offeror shall employ a Utah licensed CRTT or RRT level respiratory therapist or technician for every 200 concentrators in use to perform an initial home assessment/plan of care and follow-up home respiratory therapy visits. The Offeror RRTs shall provide education, as outlined in the Attachment B: Scope of Work Article 11, to each Member at the time of set-up and each RRTs home visit.

The Offeror, shall specify the following ratios with regards to current operations within the Offeror’s organization (not Medicaid specific):

A. number of oxygen concentrators in active rental status per Certified Respiratory Therapy Technicians (CRTT) and Registered Respiratory Therapist (RRT).

B. number of patients currently being provided for by the organization per CRTT and RRT.