ATTM 017 Q&A.docx

Q #

ACQUIRE SERVICES (MODIFIED)

The purpose of this solicitation is to acquire Services complying with the enclosed description and/or specifications and conditions.

The South Carolina Department of Health and Human Services (SCDHHS) intends to solicit proposals for Eligibility operations Services of data entry and outbound calls regarding South Carolina Medicaid applications and reviews in the most efficient and cost- effective delivery model available.

1.Hi, If we submitted for the RFP 5400022029 DESCRIPTION: Member Contact Center (MCC) Services, do we need to also submit to this proposal?

2.Word for word this RFP is the same as RFP 5400022029 except for the procurement officer and solicitation number being different. Please advise and thank you!

1.Yes. This is a separate and totally different solicitation.

2. Please read the RFP carefully as this is a different and separate solicitation.

2) Is there seasonality to volume?

3) How many call attempts per record does SCDHHS want and in what timeframe?

1. Please see PL001 Updated

2. There can be. The Medicaid/Federally Facilitated Marketplace open enrollment period impacts volume.

3. At least two (2) attempts are required. Refer to Section 3.3.6.

2. How long is such training?

1. Yes, SCDHHS will provide needed training for these systems. SCDHHS will initially train all staff at implementation. Subsequent training will be a train the trainer format.

2. Initial training is typically two (2) weeks with subsequent support provided based on need.

2.Will SCDHHS provide a Job Description/Experience profile to hire toward?

3.If SCDHHS removes an employee will they cover replacement expenditures?

1. No, SCDHHS does not want to conduct final interview assessments of candidates.

2. No. The Contractor is responsible for providing a job description.

3. No, SCDHHS will not cover replacement expenditures.

2. Will Work-from-Home/Remote workers located within the State of South Carolina suffice?

1. Yes, operations must be located in South Carolina.

2. No. A hybrid model or any staffing plan that does not have all staff onsite at all times may be acceptable but would need to be approved by SCDHHS.

2) Can a translation service, i.e. Voiance, be used?

1.SCDHHS does not currently have the capability to flag records requiring bi-lingual support. However, there is evidence in the eligibility system when an applicant has indicated the need for communication in a language other than English.

2. Yes, a translation service may be used.

2. How long is OJT training?

3.Will SCDHHS provide a Train-the-Trainer?

1. Initial training is typically two (2) weeks with subsequent support provided based on need.

2. Length of On-the-Job Training is to be determined by the Contractor.

3. Yes, SCDHHS will utilize a Train-the-Trainer format after initial training of Contractor staff.

2.If there are outbound mailing responsibilities, please provide data on outbound mailings for the past year and indicate if postage is a pass-thru.

1. Correct, there is no outbound mailing associated with the contract.

2. N/A

2.If so, for what purposes and on what frequency?

1. No, the Contractor will not receive files.

See Section 3.3.4 as amended.

2. N/A

2.If so, on what frequency?

1. No, the Contractor will not be responsible for file exports. See Section 3.3.4 as Amended.

2. N/A

2.If so, in what circumstances?

3.Will data need to be entered into a third party system where data verification takes place and then be sent via a file transfer to SCDHHS?

4.If data is not entered directly into SCDHHS’ systems, please provide more details on how this takes place.

1. Yes, data will be entered directly in SCDHHS systems.

2. It is anticipated that all data entry will take place in SCDHHS systems.

3. It is not anticipated that data will need to be entered into a third-party system.

4. N/A

2.What data is to be included in transmission reports?

1.The workload management tool and Document Management System are both capable of generating reports that will show productivity and timeliness. See Section 3.3.5 as edited.

2. See Section 3.3.7 Reporting Requirements

2.If so, please clarify.

1. No. It is not anticipated that the outbound call center will receive inbound calls.

2. N/A

2.If so, where can they be accessed?

SCDHHS PMO templates are not currently available.

2.This requirement change will allow non-incumbent Contractors to provide SCDHHS with top-performing talent who may be unwilling to relocate.

See amended Section 3.11.4.3.

1.Will the Contractor need to access any provider-facing systems?

2. If so, which ones and for what purposes?

1. The Contractor will not need to access any provider-facing systems. See Section 4.2.3.2.4 as amended.

2. N/A

2.If not, please clarify if the client refers to SCDHHS or another party.

1. See Section 4.2.3.2.4 as amended.

If not, please clarify why this form is relevant.

ATTM 004 is not relevant to this solicitation and is thereby deleted.

2) If so, should the pricing tables be modified to calculate contract year one operations based on the TOSD entered by the offeror?

1) No. Table A should include only your implementation pricing and implementation months. First year pricing in Table B should only include pricing for operational months. Both are included in Table E, Contract TPV.

2) Table E captures both.

Are there any issues with possible award of this Medicaid Eligibility contract to the same contractor as the current Member Contact Center (MCC) Services, Solicitation 5400022029?

No known issues at this time; however, solicitation 5400022029 has been canceled and will be resolicited at a later time.

Who is the current supplier of services for this Medicaid Eligibility RFP?

BlueCross BlueShield of South Carolina.

Identification of any alternative work locations (e.g., telecommuting) and how Offeror proposes to ensure that its security and privacy solution will be applied at the alternate locations.

2.Will their contract be extended until the new vendor is fully implemented?

1. BlueCross BlueShield of SC.

2. Yes.

If so, please provide the reason for the CAP and if they have been fully rectified.

This information is not available through the question and answer process.

2. Please confirm bidders need to include a CRM for call logging, tracking and outcomes in their solution set?

Refer to section 3.3.6 as amended. The Contractor is required to have infrastructure in place for an Outbound Call Center, including the ability to log, track and have documented outcomes for outbound calling.

1.Will vendor be responsible for 100% of all data entry activities or a sub-set?

2.If a sub-set, what are the business rules associated with the data entry activities that will be assigned to the Contractor?

1.The Contractor will be responsible for 100% of all Medicaid application data entry activities.

2. NA

1.How will work be assigned to the Contractor?

2.Will it be assigned directly to registered user in an inbox or in bulk transmission file to be imported into the Contractor’s system and then distributed to individual workers by the Contractor?

1. The Contractor will be assigned to queue(s) within an eligibility workload management tool.

2. The Contractor will have access to the workload management tool. Contractor workers will have log in access to the tool and will obtain work directly from the tool based on queue assignments.

2.Is this referring to accuracy, productivity, number of applications keyed?

1. The Contractor will provide statistics including but not limited to the volume of work received, volume of work completed, and pending work, based on month and work queue. The Contractor will also provide quality assurance statistics.

2. This refers to both timeliness and quality metrics.

1.Please advise all document types to be keyed.

2.Does this include new applications, renewal applications, supporting documentation submitted for purposes of verifications.

1. Document type includes applications only.

2. Includes all applications.

1.Please define what is meant by “transmission reports”.

2.Is it your expectation that documents are keyed into the vendor’s system and then transmitted to SCDHHS systems?

1. See section 3.3.5 as amended.

2. Documents will be keyed directly into SCDHHS systems.

2.Is this referring to successful contacts where the agent was able to gather information from the applicant/member?

1. See section 3.3.6 as amended. This refers to the number of times an agent was able to speak with someone able to obtain missing information from the application.

2. Yes.

2.If so, please advise number of State users who will need access.

1. Yes, the State will need access to the Contractor’s system for monitoring purposes.

2. Up to four (4) State users will need access.

Account Manager Implementation Manager Technical Coordinator Operations Manager

2.If so, what specific data are you looking to convert, call history?

3.How many years of history is expected to be converted?

4.Number of data elements?

Refer to Section 4.2.3.2.1 as amended.

1.Please define your intent of an Operational Dashboard.

2.Are you looking for bidders to include an integrated reporting system that can be accessed by SCDHHS staff?

3.Or, is the Operations Dashboard simply a dashboard report furnished to SCDHHS?

1. The agency would like to have access to real time reporting, as well as historical data that reflect service levels.

2. The agency is not looking for an integrated reporting system. The Operations Dashboard is a dashboard report furnished to SCDHHS. Data for the dashboard is generated from the workload management tool and electronic document management system.

1.Please advise if there is any requirement to have a percentage of staff located in South Carolina within specified proximity to SCDHHS offices.

2.If so, please advise the required percentage and expected distance from SCDHHS offices.

1. There is not a specific requirement regarding the percentage of staff or expected proximity of staff to SCDHHS offices. However, a physical work location must be located in South Carolina. A hybrid model or any staffing plan that does not have all staff onsite at all times may be acceptable. but would need to be approved by SCDHHS.

2. NA

(includes incompletes, data entry, indexing applications, AT applications and Family Planning)

(includes incompletes, data entry, indexing applications, AT applications and Family Planning)

(includes incompletes, data entry, indexing applications, AT applications and Family Planning)

(includes incompletes, data entry, indexing applications, AT applications and Family Planning)

(includes incompletes, data entry, indexing applications, AT applications and Family Planning)

(includes incompletes, data entry, indexing applications, AT applications and Family Planning)

(includes incompletes, data entry, indexing applications, AT applications and Family Planning)

(includes incompletes, data entry, indexing applications, AT applications and Family Planning)

1.Is there underlying volume that has been suppressed that will materialize following the end of the Public Health Emergency?

2.Does the State anticipate an increased volume in 2022?

1. No applications have been suppressed during the public health emergency.

2. The volume of applications anticipated in 2022 is unknown.

(includes incompletes, data entry, indexing applications, AT applications and Family Planning)

2.If so, will the Contractor be required to accept these inbound calls?

1. Yes

2. No. Applicants are directed to the Member Contact Center.

(b) Indemnitee must notify Contractor in writing within a reasonable period of time after Indemnitee first receives written notice of any action. Indemnitee's failure to provide or delay in providing such notice will relieve Contractor of its obligations under this clause only if and to the extent that such delay or failure materially prejudices contractor’s ability to defend such action. Indemnitee must reasonably cooperate with Contractor's defense of such actions (such cooperation does not require and is without waiver of an Indemnitees attorney/client, work product, or other privilege) and, subject to Title 1, Chapter 7 of the South Carolina Code of Laws, allow Contractor sole control of the defense, so long as the defense is diligently and capably prosecuted. Indemnitee may participate in Contractor's defense of any action at its own expense. Contractor may not, without Indemnitee's prior written consent, settle, compromise, or consent to the entry of any judgment in any such commenced or threatened action unless such settlement, compromise or consent (i) includes an unconditional release of Indemnitee from all liability related to such commenced or threatened action, and (ii) is solely monetary in nature and does not include a statement as to, or an admission of fault, culpability or failure to act by or on behalf of, an Indemnitee or otherwise adversely affect an Indemnitee. Indemnitee's consent is necessary for any settlement that requires Indemnitee to part with any right or make any payment or subjects Indemnitee to any injunction.

(c) Notwithstanding any other provision, Contractor's obligations pursuant to this clause are without any limitation whatsoever. Contractor's obligations under this clause shall survive the termination, cancellation, rejection, or expiration of the contract. This provision shall be construed fairly and reasonably, neither strongly for nor against either party, and without regard to any clause regarding insurance.

(d) "Indemnitee" means the State of South Carolina, its instrumentalities, agencies, departments, boards, political subdivisions and all their respective officers, agents, and employees.

(b) Indemnitee must notify Contractor in writing within a reasonable period of time after Indemnitee first receives written notice of any action. Indemnitee's failure to provide or delay in providing such notice will relieve Contractor of its obligations under this clause only if and to the extent that such delay or failure materially prejudices contractor’s ability to defend such action. Indemnitee must reasonably cooperate with Contractor's defense of such actions (such cooperation does not require and is without waiver of an Indemnitees attorney/client, work product, or other privilege) and, subject to Title 1, Chapter 7 of the South Carolina Code of Laws, allow Contractor sole control of the defense, so long as the defense is diligently and capably prosecuted. Indemnitee may participate in Contractor's defense of any action at its own expense. Contractor may not, without Indemnitee's prior written consent, settle, compromise, or consent to the entry of any judgment in any such commenced or threatened action unless such settlement, compromise or consent (i) includes an unconditional release of Indemnitee from all liability related to such commenced or threatened action, and (ii) is solely monetary in nature and does not include a statement as to, or an admission of fault, culpability or failure to act by or on behalf of, an Indemnitee or otherwise adversely affect an Indemnitee. Indemnitee's consent is necessary for any settlement that requires Indemnitee to part with any right or make any payment or subjects Indemnitee to any injunction.

(c) Notwithstanding any other provision, Contractor's obligations pursuant to this clause are without any limitation whatsoever. Contractor's obligations under this clause shall survive the termination, cancellation, rejection, or expiration of the contract. This provision shall be construed fairly and reasonably, neither strongly for nor against either party, and without regard to any clause regarding insurance.

(d) "Indemnitee" means the State of South Carolina, its instrumentalities, agencies, departments, boards, political subdivisions and all their respective officers, agents, and employees.