Sol_75H71025R00001_Amd_0001.pdf

(x)

75H71025R00001 x x

1 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted ; or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGEMENT TO BE

RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR

OFFER. If by virtue of this amendment you desire to change an offer already submitted , such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

x

Gallup NM 87301 1808 W. Aztec Avenue Acquisition Department Gallup Indian Medical Center

10/15/20250001

13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

12. ACCOUNTING AND APPROPRIATION DATA (If required) is not extended.is extended, Items 8 and 15, and returning

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended , by one of the following methods: (a) By completing

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

FACILITY CODE CODE

10B. DATED (SEE ITEM 13)

10A. MODIFICATION OF CONTRACT/ORDER NO.

9B. DATED (SEE ITEM 11)

9A. AMENDMENT OF SOLICITATION NO.

CODE

8. NAME AND ADDRESS OF CONTRACTOR (No., street, county, State and ZIP Code)

7. ADMINISTERED BY (If other than Item 6)CODE 6. ISSUED BY

PAGE OF PAGES

4. REQUISITION/PURCHASE REQ. NO.3. EFFECTIVE DATE2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO. (If applicable)

1. CONTRACT ID CODE

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

10/15/2025

CHECK ONE A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority) appropriation data, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

E. IMPORTANT: Contractor is not is required to sign this document and return __________________ copies to the issuing office.

ORDER NO. IN ITEM 10A.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

Solicitation No. 75H71025R00001 is hereby amended to reflect the following changes:

1) Answers to Questions - See Attachment

ALL OTHER TERMS AND CONDITIONS SHALL REMAIN THE SAME.

Period of Performance: 12/01/2025 to 11/30/2026

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)15A. NAME AND TITLE OF SIGNER (Type or print)

15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 15B. CONTRACTOR/OFFEROR 16C. DATE SIGNED

(Signature of person authorized to sign) (Signature of Contracting Officer)

JERICHO E. LEWIS

STANDARD FORM 30 (REV. 11/2016)

Prescribed by GSA FAR (48 CFR) 53.243

Previous edition unusable

Except as provided herein, all terms and conditions of the document referenced in Item 9 A or 10A, as heretofore changed, remains unchanged and in full force and effect .

If this is a term contract subject to renewal, what is the term and the maximum number of option periods? This is a Base Year with Four Option Periods (12 Months) (5 Years Total).

Who is the incumbent, and how long has the incumbent been providing the requested services? JVRX LLC, 75H71022P01144; 06/01/2022 – 11/30/2025.

To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award? This is a remote position, they RNs are not stationed at the medical facilities campus.

How are fees currently being billed by any incumbent(s), by category, and at what rates?

This is a firm fixed price at a monthly billing.

What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

The last quarter estimated dollars paid to the incumbent was $605K.

Is previous experience with any specific customer information systems, phone systems, or software required? Yes, any incoming calls will be need to be documented in the patient’s electronic health record (EHR). No, software is required.

What is the minimum required total call capacity? Estimate minimum 60 calls per day.

What is the minimum simultaneous inbound call capacity? Estimate 3 in bounds simultaneous.

What is the maximum wait time? No more than 10 minutes

What is the maximum hold time? No more than 5 minutes

What percentage of inbound calls must be answered by a live operator? 100% of inbound calls must be answered by a live operator.

What percentage of calls must be resolved without a transfer, second call, or a return call? 75% to 80% of all calls.

What is the maximum percentage of calls that can be terminated by the caller without resolution? Between 5% to 8% calls can be terminated by the caller.

Is there a minimum or maximum number of operators and supervisors? Less than 5%.

What is the required degree of dedication for the call center? (Can the call center work on other contracts at the same time as this one)? 100% dedication is need.

What is the required degree of dedication for the operators? (Can the operators assigned to this contract work on others at the same time as this one)? As long as they are trained and are meeting and accomplishing the contract requirements. If issues arise, it will need to be addressed.

What was your average monthly call volume over the past year? 1200 calls.

What is the current number of seats for operators and supervisors at your existing call center?

Estimate of 10 operators.

What is the current average wait time for phone calls? Unknown

What is the current average handle time for phone calls and other types of communications?

3 minutes

What is the current average after-call work time for operators?

Unknown

Over the past year, what is the percentage of calls received in English versus non- English?

Unknown

Over the past year, what percentage of calls received were in Spanish?

Unknown

What time of day, days of the week, or times of the year do calls typically peak?

Average daily monthly calls is 51.

Are we submitting a consolidate price for both medical centers or separate price schedule? Combined for monitoring and tracking efficiency. Consolidated price for both healthcare centers.

The PWS indicates that the total number of incoming calls is estimated to be approx.

18,000. Is this for both medical centers or is it only Gallup? This is for Gallup only, requirement for Shiprock is brand new.

What is the total number of calls for Shiprock? Shiprock has no experience, this number is unknown.

Call backs: Is there any data regarding the number of call backs? No callbacks for this requirement.

With in the IGCE or price template, can you add a CLIN for call backs? No callbacks are required.

Is this contract per call fee or hourly rate for 24/7/365? Yes. This is a firm fixed price at a monthly billing.

Will government accept a monthly base fee and then specific dollar amount for each phone call? OR should we submit only per each triage phone call fee? This is a firm fixed price at a monthly billing.

Statement of work stated that the nurse triage notes must be sent to IHS. Will you accept a secure HIPAA compliant eFax service of all the nurse triage notes? Yes, as long as eFax is available at both sites, otherwise, regular faxing would be the alternative.

Should interpreters be included in the pricing quote in addition to the Registered Nurses (RNs)? Yes, interpreters would be included.

Are there specific languages required for interpreter support, or should we plan for English–Navajo interpretation only? Yes, other languages include Zuni, Hopi, Apache, Spanish, and French.