CC DCRI Performance Work Statement.docx

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Performance Work Statement

HEALTH INFORMATION MANAGEMENT SUPPORT SERVICES

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National Institutes of Health Clinical Center Department of Research Informatics Health Information Management Division Bethesda, MD

Performance Work Statement for Health Information Management Support Services

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Contents

Part 1. Overall Review General Information The Clinical Center (CC), located on the National Institutes of Health (NIH) campus in Bethesda, Maryland, is one of the 27 Institutes and Centers (IC) of the NIH and is the nation's largest hospital devoted entirely to clinical research. Through clinical research, clinician-investigators translate laboratory discoveries into better treatments, therapies, and interventions to improve the nation's health. The Clinical Center (CC) has been a leader in the “bench-to-bedside” concept. Its specialized hospital design places patient care units in close proximity to research laboratories. This model supports interaction and collaboration among clinical researchers.

The Clinical Center is an 870,000-square-foot research center with 200 inpatient beds, 11 operating rooms, 93-day hospital stations, critical care services and research labs, an ambulatory care research facility for outpatient visits, two onsite pharmacies, a blood bank and a complex array of imaging and diagnostic services. There are 1,989 CC employees, 175 volunteers, 159 Fellows, and 982 contractors.

At the Clinical Center, clinical research participants are active partners in medical discovery, a partnership that has resulted in a long list of medical milestones, including the first cure of a solid tumor with chemotherapy, gene therapy, use of AZT to treat AIDS, and successful replacement of a mitral valve. Clinician-investigators translate scientific observations and laboratory discoveries into new approaches to diagnosing, treating, and preventing disease.

The HIMD provides standard health information management services to the entire NIH CC and its registered patients. This Performance Work Statement issued by the NIH CC Department of Clinical Research Informatics (DCRI) Health Information Management Division (HIMD), describes the expected outcomes and performance standards which will consist of requirements associated with providing health information management customer service hours (release of information, telehealth support, patient portal support, and patient pre-registration); diagnostic and procedural coding and abstracting;, and dictation and transcription of medical reports, letters, and pathology reports to support patient care services and clinical research in a federally funded research hospital.

Part 2 outlines specific requirements for the Customer Service, Part 2 outlines diagnostic and procedural coding and abstracting requirements and Task 3 outlines dictation and transcription of medical reports, letters, and pathology reports.

Introduction The NIH, a part of the U.S. Department of Health and Human Services, is the primary federal agency for conducting and supporting medical research. Helping to lead the way toward important medical discoveries that improve people’s health and save lives, NIH scientists investigate ways to prevent disease as well as the causes, treatments, and even cures for common and rare diseases. Composed of 27 ICs, plus the office of the Director, the NIH provides leadership and financial support to researchers in all fifty states and throughout the world.

The Clinical Center (CC) at the NIH in Bethesda, Maryland, is the nation’s largest hospital devoted to clinical research. It is a national resource that makes it possible to rapidly translate scientific observations and laboratory discoveries into new approaches for diagnosing, treating, and preventing disease. Approximately 1,500 studies are in progress at the NIH Clinical Center. About half the studies are the first tests of new medications or medical treatments in patients.

Current Environment The National Institutes of Health Clinical Center, Department of Clinical Research Informatics, Health Information Management Division (NIH CC, DCRI, HIMD) seeks a contractor to assist in efficient customer service, diagnostic and procedural coding and abstracting, and transcription medical reports, letters, and pathology reports in order to provide the best patient care support services possible.

Information Technology Environment Clinical Center Health Information Management Division Information Systems Overview. The NIH CC, HIMD relies on several integrated and interfaced information systems to support daily operations. To support these processes, the HIMD utilizes the following health information systems software applications:

· Altera Sunrise Clinical Manager (SCM) – the CC’s hospital information system (HIS) provides patient information retrieval, medical order entry, and clinical results retrieval. SCM includes Admission, Discharge, and Transfer (ADT) functionality and is utilized by prescribers and health care providers specifically to enter medical orders, enter medication administrations, to enter clinical documentation, and review results/clinical documentation. The system is also referred to as the Clinical Center’s Clinical Research Information System (CRIS).

· Citrix – software application utilized throughout the NIH Clinical Center to provide remote access to clinical applications over the NIH network and the Internet. The contractor is required to access the coding and abstracting software as well as the Dolbey dictation/transcription application via the NIH CC’s Citrix application.

· Solventum 360 Encompass™ Software/Coding and Reimbursement Encoder - software application utilized by the coding team to assist in assigning CPT-4, HCPCS, ICD-10-CM, and ICD-10 PCS codes to all types of patient visits. DRG assignment and APC/DRG assignment is calculated based on codes entered into Encoder and edits reviewed. This software application also gives the coder online access to various coding and medical reference material. See Section 10.9.1 for complete listing.

· Soft Computer Corporation (SCC) – the Laboratory Information System (LIS) application which includes the SoftPath module for Anatomic Pathology result reporting. Anatomic Pathology reports will be transcribed directly into the SCC, SoftPath application.

· Dolbey Fusion Text – platform utilized for transcription/QA of dictated medical and diagnostic reports and letters

· Dolbey Fusion Voice – dictation system platform utilized by clinicians to dictate medical and diagnostic reports; dictation management platform utilized by HIMD and transcription contractor for handling dictation workflows and job routing

· Virtual Private Network (VPN) – VPN accounts are required for contractor staff working remotely from the Clinical Center and accessing applications related to providing the transcription/medical editing-related services under this contract.

· RSA Soft Token 2-Factor Authentication – contractors or subcontractors located more than a reasonable driving distance from one of the NIH badging offices will not be required to obtain a PIV ID badge for authentication purposes but will be required to have an NIH active directory (AD) account created as well as utilize an NIH-provided RSA Soft Token to access any NIH networked resources.

· NIH Clinical Center FollowMyHealth® Patient Portal - An Internet based system designed to provide NIH Clinical Center patients with electronic access to key medical information regarding the care they received at the Clinical Center.

· ThinkAndor® - An internet-based system that provides NIH staff and CC patients with the ability to virtually connect using scheduled telehealth encounters, virtual rounding, virtual waiting room & remote patient monitoring

· Hyland® OnBase - Third party software that provides document scanning for both clinical and non-clinical documents, release of information, deficiency tracking, and dictation editing and signing solutions.

· Solventum 360 Encompass™ - Third party software that provides coding and abstracting solutions.

· Dolbey Fusion Voice® - Third party software that provides dictating and transcription support solutions.

· iMedConsent™ - An internet-based system used to capture electronic signatures on all informed consent documents.

· Cisco Finesse Call Center - A web-based call center application that is utilized by HIMD to answer incoming and make outgoing calls for the Release of Information and Patient Engagement staff.

· NIH Clinical Center Referring Clinician Portal - An Internet based system designed to provide clinicians who refer patients to the NIH CC with electronic access to key medical information regarding their patients.

· NIH Clinical Center Referring Clinician Database - An internet-based website which allows to view and edit the database which the NIH Clinical Center maintains with outside clinician contact information.

· NIH VALET Website (Validate Addresses, Letters, and Labels Efficiently Tool) - A website that where MD Report contact information is displayed, reviewed, updated prior to the daily processing of printing various letters.

· Mobile Patient Experience (MPE) - Third party software that will allow remote registration for patients, remote consenting, and dissemination of welcome packet information.

· NIH CC Box - An internet-based website which allows patients to securely submit their Authorization for the Release of Medical Information forms to the HIMD for processing.

Security and Privacy

a. Applicability. The requirements herein apply whether the entire contract or modification (hereafter "contract"), or portion thereof, includes either or both of the following:

i. Access (Physical or Logical) to Government Information: A Contractor (and/or any subcontractor) will have or will be given the ability to have, routine physical (entry) or logical (electronic) access to government information.

ii. Operate a Federal System Containing Information: A Contractor (and/or any subcontractor) will operate a federal system and information technology containing data that supports the NIH mission. In addition to the Federal Acquisition Regulation (FAR) Subpart 2.1 definition of "information technology" (IT), the term as used in this section includes computers, ancillary equipment (including imaging peripherals, input, output, and storage devices necessary for security and surveillance), peripheral equipment designed to be controlled by the central processing unit of a computer, software, firmware and similar procedures, services (including support services), and related resources.

iii. The contractor shall be compliant with the Federal Information Security Modernization Act of 2014 (FISMA 2014).

b. Safeguarding Information and Information Systems. All government information and information systems must be protected in accordance with HHS/NIH policies and level of risk. At a minimum, the Contractor (and/or any subcontractor) must:

i. Protect the:

· Confidentiality, which means preserving authorized restrictions on access and disclosure, based on the security terms found in this contract, including means for protecting personal privacy and proprietary information;

· Integrity, which means guarding against improper information modification or destruction, and ensuring information non-repudiation and authenticity; and

· Availability, which means ensuring timely and reliable access to and use of information.

ii. Report any discovered or unanticipated threats or hazards by either the agency or contractor, or if existing safeguards have ceased to function immediately after discovery, within one (1) hour or less, to the government representative(s).

iii. Adopt and implement all applicable policies, procedures, controls, and standards required by the HHS/NIH Information Security Program to ensure the confidentiality, integrity, and availability of government information and government information systems for which the Contractor is responsible under this contract or to which the Contractor may otherwise have access under this contract. Obtain all applicable security and privacy policies by contacting the CO/COR or HHS/NIH security and/or privacy officials.

c. Privacy Act. Comply with the Privacy Act requirements (when applicable), and tailor FAR and HHSAR clauses as needed.

i. Per the Office of Management and Budget (OMB) Circular A-130, Personally Identifiable Information (PII), is "information that can be used to distinguish or trace an individual's identity, either alone or when combined with other information that is linked or linkable to a specific individual." Examples of PII include, but are not limited to the following: Social Security number, date and place of birth, mother's maiden name, biometric records, etc.

ii. To ensure that the public's personal information is protected in a manner commensurate with the privacy risks, NIH uses a privacy analysis process to assess the risks associated with NIH's collection and maintenance of PII and to ensure information is handled in accordance with applicable legal, regulatory, and policy requirements. PTAs analyze how information is handled in IT systems and electronic information collections and determines if the IT system or electronic information collection collects, disseminates, maintains, or disposes of PII. PIAs are used to assess the privacy risks of IT systems and electronic information collections that collect, disseminate, maintain, or dispose of PII about members of the public. PIAs also provide transparency into how NIH collects, disseminates, maintains, or disposes of the public's PII.

d. Protection of Sensitive Information. For security purposes, information is or may be sensitive because it requires security to protect its confidentiality, integrity, and/or availability.

e. Confidentiality and Nondisclosure of Information. Any information provided to the contractor (and/or any subcontractor) by NIH or collected by the contractor on behalf of NIH must be used only for the purpose of carrying out the provisions of this contract and must not be disclosed or made known in any manner to any persons except as may be necessary in the performance of the contract. The Contractor assumes responsibility for protection of the confidentiality of Government records and must ensure that all work performed by its employees and subcontractors must be under the supervision of the Contractor. Each Contractor employee or any of its subcontractors to whom any NIH records may be made available or disclosed must be notified in writing by the Contractor that information disclosed to such employee or subcontractor can be used only for that purpose and to the extent authorized herein.

The confidentiality, integrity, and availability of such information must be protected in accordance with HHS and NIH policies. Unauthorized disclosure of information will be subject to the HHS/NIH sanction policies and/or governed by the following laws and regulations:

i. 18 U.S.C. 641 (Criminal Code: Public Money, Property or Records);

ii. 18 U.S.C. 1905 (Criminal Code: Disclosure of Confidential Information); and

iii. 44 U.S.C. Chapter 35, Subchapter I (Paperwork Reduction Act).

f. Information and Communications Technology (ICT). ICT products and services from prohibited entities/sources must not be used/acquired in compliance with Public Law 115-232, Section 889 Parts A and B, FAR 4.21, FAR 52.204.23, FAR 52.204.24, and FAR 52.204.25. The contractor (and/or any subcontractor) must notify the government if they identify prohibited ICT products and/or services are used during the contract performance.

g. Standard for Encryption. The Contractor (and/or any subcontractor) must:

i. Comply with the HHS Policy for Encryption of Computing Devices and Information to prevent unauthorized access to government information.

ii. Encrypt all sensitive federal data and information (i.e., PII, confidential health information, proprietary information, etc.) in transit (i.e., email, network connections, etc.) and at rest (i.e., servers, storage devices, mobile devices, backup media, etc.) with encryption solution that is validated with current FIPS 140 validation certificates from the NIST CMVP.

iii. Secure all devices (i.e.: desktops, laptops, mobile devices, etc.) that store and process government information and ensure devices meet HHS and NIH-specific encryption standard requirements. Maintain a complete and current inventory of all laptop computers, desktop computers, and other mobile devices and portable media that store or process sensitive government information (including PII).

iv. Verify that the encryption solutions in use have been validated under the Cryptographic Module Validation Program to confirm compliance with current FIPS 140 validation certificates from the NIST CMVP.

v. Use the Key Management system on the personal identification verification (PIV) card or establish and use a key recovery mechanism to ensure the ability for authorized personnel to encrypt/decrypt information and recover encryption keys http://csrc.nist.gov/publications/. Encryption keys must be provided to the COR upon request and at the conclusion of the contract.

h. Contractor Non-Disclosure Agreement (NDA). Each Contractor (and/or any subcontractor) employee having access to non-public government information under this contract must complete the NIH non-disclosure agreement. Contractors (and/or subcontractors) must submit a copy of each signed and witnessed NDA to the Contracting Officer (CO) and/or CO Representative (COR) prior to performing any work under this acquisition.

i. Training Requirements

i. Mandatory Training for All Contractor Staff. All Contractor (and/or any subcontractor) employees assigned to work on this contract must complete the applicable NIH Contractor Information Security Awareness, Privacy, and Records Management training (provided upon contract award) before performing any work under this contract. Thereafter, the employees must complete NIH Information Security Awareness, Privacy, and Records Management training at least annually, during the life of this contract. All provided training must be compliant with NIH training policies.

ii. Role-based Training. All Contractor (and/or any subcontractor) employees with significant security responsibilities (as determined by the program manager) must complete role-based training annually commensurate with their role and responsibilities in accordance with NIH policy.

j. Rules of Behavior

i. The Contractor (and/or any subcontractor) must ensure that all employees performing on the contract comply with the HHS Information Technology General Rules of Behavior, HHS Rules of Behavior for Privileged Users, and NIH IT General Rules of Behavior.

ii. All Contractor employees performing on the contract must read and adhere to the Rules of Behavior before accessing Department data or other information, systems, and/or networks that store/process government information, initially at the beginning of the contract and at least annually thereafter, which may be done as part of annual NIH Information Security Awareness Training.

k. Incident Response

i. The Contractor (and/or any subcontractor) must respond to all alerts/Indicators of Compromise (IOCs) provided by HHS Computer Security Incident Response Center (CSIRC)/NIH IRT teams within 24 hours, whether the response is positive or negative. In accordance with FISMA and OMB M-17-12, Preparing for and Responding to a Breach of Personally Identifiable Information (PII), an incident is "an occurrence that (1) actually or imminently jeopardizes, without lawful authority, the integrity, confidentiality, or availability of information or an information system; or (2) constitutes a violation or imminent threat of violation of law, security policies, security procedures, or acceptable use policies" and a privacy breach is "the loss of control, compromise, unauthorized disclosure, unauthorized acquisition, or any similar occurrence where (1) a person other than an authorized user accesses or potentially accesses personally identifiable information or (2) an authorized user accesses or potentially accesses personally identifiable information for an other than authorized purpose."

ii. In the event of a suspected or confirmed incident or breach, the Contractor (and/or any subcontractor) must:

· Protect all sensitive information, including any PII created, stored, or transmitted in the performance of this contract, with encryption solution that is validated with current FIPS 140 validation certificates from the NIST CMVP.

· NOT notify affected individuals unless so instructed by the Contracting Officer or designated representative.

· Report all suspected and confirmed information security and privacy incidents and breaches to the NIH Information Security Program, COR, CO, CC Security Team, and CC Privacy Team, and other stakeholders, including breaches involving PII, in any medium or form, including paper, oral, or electronic, as soon as possible and without unreasonable delay, no later than one (1) hour, and consistent with the applicable NIH policy and procedures, NIST standards and guidelines, as well as US-CERT notification guidelines. The types of information required in an incident report must include at a minimum: company and point of contact information, contact information, impact classifications/threat vector, and the type of information compromised. In addition, the Contractor must:

1. Cooperate and exchange any information, as determined by the Agency, necessary to effectively manage or mitigate a suspected or confirmed breach;

2. Not include any sensitive information in the subject or body of any reporting e-mail; and

3. Encrypt sensitive information in attachments to email, media, etc.

· Comply with OMB M-17-12, Preparing for and Responding to a Breach of Personally Identifiable Information, and HHS/NIH privacy breach response policies when handling PII breaches.

· Provide full access and cooperate on all activities as determined by the Government to ensure an effective incident response, including providing all requested images, log files, and event information to facilitate rapid resolution of sensitive information incidents. This may involve disconnecting the system processing, storing, or transmitting the sensitive information from the Internet or other networks or applying additional security controls. This may also involve physical access to contractor facilities during a breach/incident investigation.

l. Position Sensitivity Designations. All Contractor (and/or any subcontractor) employees must obtain a background investigation commensurate with their position sensitivity designation that complies with Parts 1400 and 731 of Title 5, Code of Federal Regulations (CFR).

m. Homeland Security Presidential Directive (HSPD)-12. The Contractor (and/or any subcontractor) and its employees must comply with Homeland Security Presidential Directive (HSPD)-12, Policy for a Common Identification Standard for Federal Employees and Contractors; OMB M-05-24; OMB M-19-17; FIPS 201, Personal Identity Verification (PIV) of Federal Employees and Contractors; HHS HSPD-12 policy; and Executive Order 13467, Part 1 §1.2.

n. Roster. The Contractor (and/or any subcontractor) must submit a roster by name, position, e-mail address, phone number and responsibility, of all staff working under this acquisition where the Contractor will develop, have the ability to access, or host and/or maintain a government information system(s). The roster must be submitted to the COR and/or CO within thirty (30) days of the effective date of this contract. Any revisions to the roster as a result of staffing changes must be submitted within ten (10) days of the change. The COR will notify the Contractor of the appropriate level of investigation required for each staff member. If the employee is filling a new position, the Contractor must provide a position description, and the Government will determine the appropriate suitability level.

o. Contract Initiation and Expiration

i. General Security Requirements. The Contractor (and/or any subcontractor) must comply with information security and privacy requirements, Enterprise Performance Life Cycle (EPLC) processes, HHS Enterprise Architecture requirements to ensure information is appropriately protected from initiation to expiration of the contract. All information systems development or enhancement tasks supported by the contractor must follow the HHS EPLC framework and methodology and in accordance with the HHS Contract Closeout Guide (2012).

ii. Sanitization of Government Files and Information. As part of contract closeout and at expiration of the contract, the Contractor (and/or any subcontractor) must provide all required documentation to the CO and/or COR to certify that, at the government's direction, all electronic and paper records are appropriately disposed of and all devices and media are sanitized in accordance with NIST SP 800-88, Guidelines for Media Sanitization.

iii. Notification. The Contractor (and/or any subcontractor) must notify the CO and/or COR and system ISSO within fifteen (15) days before an employee stops working under this contract.

iv. Contractor Responsibilities upon Physical Completion of the Contract. The contractor (and/or any subcontractors) must return all government information and IT resources (i.e., government information in non-government-owned systems, media, and backup systems) acquired during the term of this contract to the CO and/or COR. Additionally, the Contractor must provide a certification that all government information has been properly sanitized and purged from Contractor-owned systems, including backup systems and media used during contract performance, in accordance with HHS/NIH policies.

v. The Contractor (and/or any subcontractor) must perform and document the actions identified in the NIH Contractor Employee Separation Checklist when an employee terminates work under this contract within fifteen (15) days of the employee's exit from the contract. All documentation must be available to the CO and/or COR upon request.

p. Records Management and Retention

i. The Contractor (and/or any subcontractor) must maintain all information in accordance with Executive Order 13556 -- Controlled Unclassified Information, National Archives and Records Administration (NARA) records retention policies and schedules and HHS Policy for Records Management and NIH policies and must not dispose of any records unless authorized by HHS/NIH policies.

ii. In the event that a contractor (and/or any subcontractor) accidentally disposes of or destroys a record without proper authorization, he/she must document and report the incident in accordance with HHS/NIH policies.

q. High Value Asset (HVA). If a system is identified as HVA, the contractor must comply with the HHS Policy for the High Value Asset (HVA) Program and the DHS HVA Control Overlay in addition to the above requirements.

Goals Contractor staff, including subcontractors, shall complete the tasks outlined in this statement of work in full accordance with the policies and procedures established by the HIMD in order to provide customer service, diagnostic and procedural coding and abstracting, and transcription of medical reports, letters, and pathology reports. It is imperative that these tasks are handled in a timely and accurate manner. For this reason, the completion schedule and scheduled quality assurance and control audits established in this contract shall be strictly adhered to. The contractor bears responsibility for the accuracy of work performed. Errors are not acceptable and must immediately be corrected if discovered by either the government or the contractor, and a complete tracking system for assignments and errors shall be enacted by the contractor.

Scope The contractor shall provide all personnel, supervision, and other items and services necessary to promptly and accurately provide customer service, technical support for the organization’s patient portal and telehealth platforms, diagnostic and procedural coding and abstracting, and transcription of medical reports, letters, and pathology reports as identified by the government. The contractor shall perform to the standards of this contract. The estimated quantities of work are listed in Sections 4, 5, and 6 of this Statement of Work. This contract shall cover an initial 12-month period of performance, with 4 additional successive 12-month option periods.

All work performed under this contract and/or any subcontracts must be completed from United States based office environments with no overseas services provided. It is acceptable for the contractor to subcontract out services if necessary. Any subcontractors must perform the work according to the requirements specified in this statement of work.

Contract Type and Period of Performance This contract will be for one base period, with four option periods, each lasting 12 months. Options to increase quantities or services as priced may be exercised by formal modification to the contract if the need arises. These are estimates and the actual dates are dependent on the overall solicitation and evaluation timeline. The number and duration of the base and option years may also change, depending on funding availability.

Table 1: Estimated Periods of Performance and Dates Part 2. Performance Objectives and Expected Outcomes The objective of this acquisition is to provide support services for the Health Information Management Division (HIMD). To achieve this, the contractor must provide services and deliverables as described to meet performance objectives.

This solicitation for support services is a Performance Work Statement and is primarily concerned with the realization of performance objectives. The Contractor will be asked to provide an approach for best meeting the performance objectives, to include approaches for ramping up services in a prioritized way. Each objective describes added constraints or needs that shall be considered requirements that must be met within the Contractor’s approach, whether explicitly addressed by the Contractor, unless the Contractor explicitly states the requirement cannot be met with the Contractor’s solution.

The NIH CC, DCRI, HIMD is responsible for maintaining complete and accurate electronic health records used for patient care, clinical research, and medicolegal purposes for all Clinical Center patients. Each Clinical Center patient is assigned a unique medical record number. All documentation is identified by this medical record number and maintained in the electronic medical record for each patient. Contract staff shall be responsible for the prompt, complete and accurate releasing of patient medical records, assisting customers with both the FollowMyHealth® patient portal and the CC supported telehealth platform and assisting all customers with a variety of questions and tasks presented to the HIMD.

The NIH CC, HIMD is responsible for the diagnostic and procedural coding and abstracting of data elements for a variety of patient visit types. These visits are related to patients’ inpatient hospital admissions, telehealth visits, ambulatory surgery, other intensive outpatient procedures, outpatient visits for new patients called First Registrations, and Interventional Radiology procedure visits. The coding schemes used are Current Procedural Terminology Version 4, (CPT-4), Healthcare Common Procedure System, (HCPCS), International Classification of Diseases, Tenth Clinical Modification (ICD-10-CM) and ICD-10-PCS Procedural Classification System.

The NIH CC, HIMD is responsible for providing dictation and transcription services for a variety of specialized medical reports related to patients’ inpatient hospital admissions, day hospital visits, outpatient clinic visits, ambulatory surgery, and other complex diagnostic medical studies. Such reports may be categorized into three groups including medical reports, pathology reports, and letters to outside physicians. Dictated reports and letters include information consisting of technical terminology and phraseology from all medical and scientific disciplines, which the NIH allied health professionals involved in the care of the patient wish to document in the patient’s medical record regarding diagnosis, past or present treatment, future care and research protocol findings.

1. FIRST OBJECTIVE: Customer Support Services Objective: The contractor shall provide all personnel, supervision, other items and services necessary to provide customer support service as outlined in this task. These specifications have been established by the Health Information Management Division to provide guidance on mailing medical reports/records, enter incoming mail, pre-registration tasks, support for the NIH Clinical Center FollowMyHealth® Patient Portal and the virtual visit platform, and scanning liaison/coordinator for other Clinical Center records/support to OnBase. The contractor shall permanently maintain customer service-oriented staff members, as well as one additional team lead, all working within the core work hours. The assigned staff members will require highly effective customer service skills. In addition, the assigned staff members will be responsible for additional general clerical duties. (Refer to Section 9.0 for specific responsibilities) Assignment. The NIH, CC, HIMD, COR or their designee shall control the selection and availability of duties to be assigned.

Completion of Assignment. Contractor, or subcontractor, shall complete all assigned work during core work hours of 7:00 a.m. to 5:00 p.m. each day. Payments for assignments not completed and accepted shall not be made by the government.

Specific Customer Service Representative Requirements:

0. Release of Information

1. The assigned onsite staff members will have the following the responsibilities specifically related to the release of information and coverage of the HIMD front desk.

1. NIH, CC, HIMD Hours. Support is required in the HIMD from Monday through Friday 7:00 a.m. to 5:00 p.m., excluding Federal Government holidays.

1. The onsite staff members must contact the team lead who will then report to the NIH, CC, HIMD, COR or their designee to notify them of any absences.

1. The contractor shall provide onsite staff coverage allowing no more than 40 hours of uncovered time per year.

1. For absences greater than three consecutive days, the contractor must provide a backup trained staff member for these assigned duties. For planned absences, the contractor must develop a plan for backup support and communicate this plan in writing to the HIMD COR or their designee two weeks prior to the planned absence.

1. The HIMD shall provide backup support for the allowable uncovered 40 hours of time by the contractor.

0. Front Desk. The assigned staff member shall have the following specific duties and responsibilities.

2. Answer telephone inquiries from customers regarding the status of existing requests and how to request medical records.

2. Process any requests for copies of records. Processing these requests includes verification of patient authorization, data entry of reports and dates of information being sent out, preparation of transmittal letter and forwarding transmittal letter to other CC departments for processing.

2. Assisting customers visiting the NIH, CC, HIMD with the completion of the “Authorization for the Release of Medical Information” form.

2. Assisting customers visiting the NIH, CC, HIMD with any general NIH, CC, HIMD questions and directing them to the appropriate staff member for further assistance.

2. Sorting and opening incoming mail and distributing it to the appropriate section and/or person.

0. Automatic Letter Processing Responsibilities.

3. The assigned onsite staff member shall have the following specific duties and responsibilities. HIMD is responsible for sending out letters with ongoing medical updates to patients and their permanently authorized outside clinicians (MD Reports). There are 5 types of letters:

· Admission Notification Letters – This letter provides MD Reports notification that their patient was admitted to the NIH Clinical Center as an inpatient.

· Inpatient Preliminary Discharge Packet - This letter provides MD Reports notification that their patient was discharged and include a preliminary discharge packet which includes patient instructions, recent results/consults.

· Discharge Summary Letter – This letter provides the MD Reports and/or the patient a copy of the completed discharge summary report from the inpatient stay.

· First Registration Letter – This letter provides the MD Reports and/or the patient a copy of the completed first registration report from their first outpatient visit.

· CRIS Direct Release Progress Notes – This letter provides the MD reports a copy of the follow up outpatient progress notes.

3. Answer telephone inquiries from customers regarding the status of existing requests and how to request medical records.

3. Prior to the processing of the letters, an address validation review must be performed via the VALET website. The VALET website (Validate Addresses, Letters, and Labels Efficiently Tool) displays the MD Report contact information for all inpatient admissions and outpatient registrations and filtered on registration/admission date. Performing address validation involves verifying that the correct National Provider Index (NPI) and full mailing address is correct for the MD report. If any changes are noted, CRIS will be updated via VALET. The secondary action is maintaining the Referring Clinician and ensuring any discrepancies are also updated.

3. Reconciliation of MD Report information in CRIS. As referring clinicians’ names and addresses are entered in the CRIS system, the information is reviewed for accuracy in order to maintain a database of referring clinician information.

3. Process Admission Notification Letters. Processing these letters involves printing letters from the HIMD database, verifying that full mailing address for the referring clinician is present, correcting the address in both the HIMD database and CRIS, reprinting any letters, placing each letter in a windowed envelope, and placing in the HIMD mail bin.

3. Process Preliminary Discharge Summary Letters. Processing these letters involves printing the Preliminary Discharge Report from CRIS, verifying that full mailing address for the referring clinician is present, correcting the address in CRIS, and reprinting the preliminary Discharge summary packets. The Preliminary Discharge Report is generated by a report the staff will print from CRIS. This packet of information is to be placed in either a windowed envelope or a large white envelope and placed in the HIMD mail bin.

3. Process Discharge Summary Letters. Processing these letters involves printing the Discharge Summary Report from the CRIS, verifying that full mailing address for the referring clinician and the patient is present, and correcting the address in CRIS and reprinting any letters. The report is placed in either a windowed envelope or a large white envelope and placed in the HIMD mail bin.

3. Process Outpatient First Registration Letters. Processing these letters involves printing the First Registration Report from CRIS, verifying that full mailing address for the referring clinician and the patient is present, correcting the address in CRIS and reprinting any letters. The report is placed in either a windowed envelope or a large white envelope and placed in the HIMD mail bin.

3. CRIS Direct Release Notes. Within the CRIS system, those authoring specific structured notes can designate if they would like a copy of the note to be sent to the referring clinician listed in the MD Report field in CRIS. Each day, these notes are generated into a PDF. The notes need to be printed out, separated by patient, and placed in either a windowed envelope or a large white envelope and placed in the HIMD mail bin

0. Mail Processing Responsibilities. The assigned onsite staff member shall have the following specific duties and responsibilities.

4. Answer telephone inquiries from customers regarding the status of existing requests and how to request medical records.

4. Daily processing of incoming mail directed to the Health Information Management Division. Incoming requests for release of information come to the Division via USPS mail, fax, interoffice mail, NIH CC Box, iMed consent, and in-person drop off. Each request will need to have patient name and medical record number on the bottom of each request (this information can be acquired in CRIS). If the request is asking for a referring physician to be added to the patients CRIS record as an MD Report, or the address of the existing MD Report is being updated, the information will be entered/modified in CRIS. Each request will be entered and scanned into the OnBase Medical Records Unity Client.

4. Processing of return mail. Any piece of mail that is returned to the HIMD as undeliverable must be evaluated as to why it was undeliverable. The intended recipient of the package and/or the patient whose records were mailed may need to be called in order to obtain a correct address. The information must be corrected in the CRIS system when applicable. A cover letter must then be reprinted and attached to the original packet of information to be released and mailed out again.

0. Patient Engagement

0.5.1 NIH, CC, HIMD Hours. Support is required in the HIMD from Monday through Friday 7:00 a.m. to 5:00 p.m., excluding Federal Government holidays.

0.5.2 Contractor staff members working on this component of the contract must contact their supervisor within one hour of the start of their tour. The supervisor shall then report to the HIMD, COR or their designee to notify them of any absences.

0.5.3 The contractor shall provide staff coverage allowing no more than 40 hours of uncovered time per year.

0.5.4 For absences greater than three consecutive days, the contractor must provide a backup trained staff member for these assigned duties. For planned absences, the contractor must develop a plan for backup support and communicate this plan in writing to the HIMD, COR or their designee two weeks prior to the planned absence.

0.5.5 The HIMD shall provide backup support for the allowable uncovered 40 hours of time by the contractor.

0. NIH Clinical Center Patient Portal Responsibilities. The assigned staff members shall have the following specific duties and responsibilities.

0.6.1 Answer telephone and email inquiries, within one business day, from customers regarding the setup of patient accounts, troubleshooting access to accounts, and general inquiries of the Portal.

0.6.2 Maintains at least two staff members in the Cisco Finesse Call Center during core business hours.

0.6.3 Assist customers visiting the Medicolegal Section with the setup of patient accounts, troubleshooting access to accounts, and general inquiries of the Portal.

0.6.4 Visit various patient care locations throughout the hospital to inform customers of the availability of the Portal.

0.6.5 Meet regularly with NIH, CC, HIMD leadership to discuss support status.

0.6.6 Maintain and update a “Frequently Asked Questions” document and other training and education materials made available to customers.

0.6.7 Electronic Communications Consent Data Entry. During the NIH CC admission process, patients can designate that they want certain records automatically sent to their home address. This information must be entered in two fields, one in CRIS and one in a HIMD database. The information must be present in both systems for a letter to generate.

0. NIH Clinical Center Virtual Visit Platform Responsibilities. The assigned staff members shall have the following specific duties and responsibilities.

0.7.1 Answer telephone and email inquiries, within one business day, from customers regarding the use of the virtual visit platform, troubleshooting access to virtual encounters and general inquiries of the virtual visit platform.

0.7.2 Deploy mobile devices to various areas of the NIH, CC facility to support the use of the virtual visit platform.

0.7.3 Meet regularly with NIH, CC, HIMD leadership to review support processes and discuss any issues or questions.

0.7.4 Maintains daily monitoring of the ThinkAndor website, https://andor.app

0.7.5 Maintains at least two staff members in the Cisco Finesse Call Center during core business hours.

0.7.6 Maintain and update a “Frequently Asked Questions” document and other training and education materials made available to customers.

0.7.7 Consistently maintain software updates and general maintenance of mobile devices used for the virtual visit platform.

0.7.8 Create Microsoft Outlook meeting invitations to staff for scheduled virtual visit encounters.

0.7.9 Provide in-person training for staff on the use of the virtual visit platform with the provided mobile devices.

0. Pre-Registration Responsibilities. The assigned staff member shall have the following…