Attachment 1 PWS - (Amendment 4).pdf

PERFORMANCE WORK STATEMENT FOR

MEDICAL ADMIN 10 CONTRACT

(NON-PERSONAL SERVICE)

SECTION TITLE

I. DESCRIPTION OF SERVICES

2. SERVICES SUMMARY

3. GOVERNMENT FACILITIES, EQUIPMENT, AND SERVICES

4. GENERAL INFORMATION

5. APPENDICES

Appendix A – Appendix A - Definitions, Abbreviations, and Acronyms Appendix B - Publications Appendix C – Workload Data

Fairchild AFB, WA

8 February 2021

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Attachment 1 - PWS (Amendment 4)

Med Admin 10

1. DESCRIPTION OF SERVICES. The contractor shall provide medical administrative services at the 92d Medical Group, Fairchild AFB, WA, also referred to as the "Medical Treatment Facility" (MTF) In Accordance With (IAW) all federal, state, local laws and regulations, commercial professional standards of the Accreditation Association for Ambulatory Healthcare (AAAHC) and this Performance Work Statement

(PWS).

1.1. SCOPE OF WORK. The contractor shall provide up to ten (10) full-time equivalent (FTE) medical admin personnel, and backfill employee(s) for scheduled absences in excess of five days, to perform services IAW this PWS. Contract personnel shall comply with all MTF infection control, safety procedures, practices, and standards.

1.1.1. Medical administration personnel shall provide administrative support for screening patients, scheduling appointments, medical records maintenance, documenting insurance information and providing overall support to the MTF. See Appendix B outlining specific position requirements.

1.2. PERSONNEL.

1.2.1. POINT OF CONTACT. The contractor shall provide a point of contact and alternate that shall have full authority to act on all matters relating to the daily operation of this contract. The contractor shall designate these individuals, in writing, to the Contracting Officer prior to the contract performance start date.

1.2.2. WORK ROSTER. The contractor shall provide a monthly work roster listing the name, dates and scheduled work hours for all contract employees. This list shall be provided to the assigned Contracting Officer's Representative (COR) by the 15th of each month proceeding the month of service.

1.2.2.2. CLOSURES. During a planned closure, (more than 30 days’ notice) of the facility due to a training, holiday or unplanned closure, (less than 30 days’ notice) due to unusual and compelling circumstances (e.g., natural disasters, military emergencies, severe weather, excessive smoke due to wildfires, snow days), the contractor will be compensated only for the actual hours the Health Care Worker (HCW) provided services (planned closure) and for unplanned closures.

1.2.2.3. SCHEDULED ABSENCES. All scheduled absences shall be coordinated no later than six (6) weeks in advance with the assigned COR for each position. Upon receiving notification of scheduled absences, the COR will notify the contractor at least five (5) weeks in advance if replacement staff will be required during that absence. When replacement staff are required, the contractor shall provide replacement information IAW paragraph 1.2.3 and notify the MTF COR no later than (4) weeks in advance.

1.2.2.4. UNSCHEDULED ABSENCES. Unscheduled absences are those absences not coordinated at least four (4) weeks in advance. Contract personnel shall not exceed the threshold established for unscheduled absences outlined in the Services Summary in Section 2 of this PWS. These do not include unscheduled absences as a result of extenuating circumstances approved by the COR. If an unscheduled absence exceeds two (2) consecutive days, the contractor shall provide replacement staff on the third working day if required by the specific position.

1.2.3. CONTINUITY OF SERVICES. If routine services are disrupted for more than three (3) consecutive scheduled shifts, the government reserves the right to procure such services from another source until administrative services are restored by the contractor, or adequate consideration for acceptance of nonconforming services shall be negotiated IAW the inspection and acceptance clause in this contract.

1.3. EDUCATION AND TRAINING REQUIREMENTS.

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1.3.1. QUALIFICATIONS. The personnel performing this duty shall be knowledgeable in general medical ethics, health records administration, telephone etiquette, office management methods, have professional communication and customer service skills, strong organizational background and understand the importance of deadlines.

1.3.1.2. High School diploma or General Educational Development (GED) equivalency.

1.3.1.2.1. Must be familiar with Microsoft office products (Word, Excel, PowerPoint, and Access).

1.3.1.2.2. Completed and maintain currency in Basic Life Support Training.

1.3.1.2.3. Have at least one-year experience in medical office scheduling, obtained in an office setting, or specialized Registered Health Information Technician (RHIT) experience and have a Registered Health Information Administrator certification.

1.3.2. ORIENTATION AND TRAINING. The government will provide mandatory orientation and initial training to contract personnel prior to their providing services. The government will notify the contractor of the suspense for any ongoing training requirements required of contract personnel. Orientation takes approximately four hours to complete and consists of a walk-thru of the MTF, fire and safety training, infection control policies, criminal background checks, and providing proof of immunizations. Orientation dates may be scheduled directly between the COR and the individual contract personnel.

1.3.3. Contract personnel shall have knowledge and adhere to medical privacy and confidentiality including the Health Information Protection Privacy Act (HIPPA), and accreditation standards of Accreditation Association for Ambulatory Health Care; as well as Clinical Practice Guidelines and procedures.

1.4. ENGLISH LANGUAGE REQUIREMENT. Contract personnel shall read, understand, speak, and write English well enough to effectively communicate with patients and MTF staff, both in person and via telephone.

2. SERVICES SUMMARY. The following is a list of the key performance objectives that will be verified as contractually compliant by government personnel; however, inspection of any contract requirements are authorized. Remedy to correct unacceptable performance is to re-perform the service within one (1) business day of notification, or mutually acceptable timeframe to the COR, customer, and contractor.

Performance Objective

PWS Paragraph Performance Threshold

Method of Surveillance

Compliance with Scheduling Requirements

1.2.3. No more than 1 valid

customer complaint per FTE per month

Periodic & Customer Complaint

Compliance with Duty Hours

1.2.3., 4.7, Appendices

No more than 1 valid customer complaint per FTE per month

Periodic & Customer Complaint

Contractor employees present a neat professional appearance.

4.8 No more than 1 valid

customer complaint per FTE per month

Periodic & Customer Complaint

Compliance with Documentation

4.2 No more than 1 valid

customer complaint per FTE per month

Periodic & Customer Complaint

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Compliance with Replacement Staffing

1.2.2., 1.2.4. Not to exceed three in a year

May result in lower rating in

CPAR

3. GOVERNMENT FACILITIES AND SERVICES. The government will provide the equipment, supplies, and services listed below.

3.1. FACILITIES. All contract personnel shall have joint use of the facilities and equipment in performance of this contract.

3.2. OFFICE/WORK/LOCKER AREA. Those areas (office, exam room, etc.,) provided for the use by contract personnel shall present a clean and orderly appearance. Personnel shall ensure any decorative items present a professional, modest appearance in keeping with accepted community standards as office space will be shared with other members of the MTF. The government will not be responsible for loss or damage of personal items brought into the MTF.

3.3. PERSONAL PROTECTIVE EQUIPMENT (PPE). The government will provide all appropriate PPE, i.e. cough masks, N95 masks, and gloves if necessary during flu season. The government will be responsible for any repair, cleaning and inventory required for the PPE.

3.4. SUPPLIES. The MTF will provide both medical and non-medical supplies (office supplies, forms) commonly used in the facility for the care and management of patients. Those supplies will remain the property of the government and be used exclusively for services rendered in the MTF.

3.5. ADMINISTRATIVE SUPPORT. Contract personnel are authorized to use all administrative support services and equipment available to government employees, to be used only in the performance of their respective duties. This includes the use of copy machines, fax machines, telephones, to include Defense Switching Network (DSN) lines and long distance if required for work related purposes. The same restrictions to limit use of these items for Official Government business apply.

4. GENERAL INFORMATION.

4.1. RECORDS. The contractor shall maintain records IAW AFI 33-322, Records Management Program, The contractor shall coordinate record keeping actions with the local Records Custodian and Base Records Manager. The contractor shall manage all records created for government use IAW records management procedures outlined in applicable AFIs. All records containing Privacy Act material when collecting, safeguarding, maintaining, using, accessing, amending, and disseminating personal information in a system of records, shall be protected as such in accordance with AFI 33-332, Air Force Privacy and Civil Liberties Program, .

4.2. DOCUMENTATION. All contract personnel shall prepare documentation to meet or exceed established standards of the MTF. Only MTF and Air Force approved abbreviations may be used in documentation of care in the health care record. Contract personnel shall ensure complete patient identifying information is on all documentation that is to become part of a health care record. All documentation shall comply with the Health Insurance Portability and Accountability Act (HIPAA) and all required protected health information policies as required in this PWS.

4.3. COMMUNICATION. The contractor shall ensure all personnel maintain open, professional communication with members of the MTF. Complaints validated by the COR and Chief of the Medical Staff shall be reported in writing to the Contracting Officer and the contractor for action. Failure of the contractor to correct validated complaints will be considered a failure to perform therefore allowing the government to impose its rights under the inspection and acceptance clause.

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4.4. PREVENTATIVE, PROPHYLACTIC, AND FOLLOW-UP PROCEDURES. The contractor shall ensure all personnel are in compliance with preventive, prophylactic and follow- up procedures, as well as infection control and employee health program procedures, as established by the MTF.

4.5. PREGNANT EMPLOYEES. Contract personnel shall report pregnancy to the contractor and the COR. The MTF Employee Health Office will provide information concerning any work hazards in that area.

The contractor is to notify their pregnant employees of any work hazards. It will be the employee and contractor's joint decision whether the individual will continue working in the environment.

4.6. ANNUAL TRAINING REQUIREMENTS. All contract employees shall complete annual training as required to comply with HIPAA, AAAHC, AF Computer Security Policy, and AF Safety.

4.7. APPEARANCE. Contracted Staff shall present a neat appearance and be easily recognized as a contract employee. Clothing shall be appropriate for patient care. Admin personnel shall wear 92 MDG issued identification at all times when on duty and have it readily visible.

4.8. ACCESS TO BASE NETWORK. Contract personnel requiring access to the Air Force network shall have completed a National Agency Check (NAC) verified through the Joint Personnel Adjudication System (JPAS). This is accomplished by completing the Electronic Personnel Security Questionnaire (EPSQ) or if applicable, completing a SF85, Questionnaire for Non-Sensitive Positions, Personnel shall submit all required forms through the base's Security Forces Squadron for submission to the Office of Personnel Management (OPM) IAW Upon receipt of proof that contract personnel forms have been submitted to OPM, the commander responsible for the contract can grant interim Local Area Network (LAN) and e-mail access IAW . All personnel requiring access shall comply with the following requirements of, AFI 33-332, AF Privacy and Civil Liberties Program. All contract personnel shall complete initial Information Assurance (IA) training and perform all refresher training as required.

4.9. PRIVACY AND CONFIDENTIALITY.

4.9.1. PATIENT LISTS. All patient lists shall be treated as privileged information. Lists and/or names of patients shall not be disclosed to or revealed in any way for any use outside the MTF without prior written permission by the Medical Chief of Staff (SGH).

4.9.2. PATIENT SENSITIVITY. Contract personnel shall respect and maintain the basic rights of patients IAW the Patient’s Bill of Rights; demonstrating concern for personal dignity and human relationships.

4.10. HOURS OF OPERATION.

4.10.1. Normal hours of operation are 7:30 a.m. to 4:30 p.m., Monday through Friday, excluding federal holidays. The following federal holidays are observed:

January 1st New Year’s Day

3rd Monday in January Martin Luther King Jr. Day

3rd Monday in February President’s Day

Last Monday in May Memorial Day

July 4th Independence Day

June 19th Juneteenth

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1st Monday in September Labor Day

2nd Monday in October Columbus Day

November 11th Veteran’s Day

4th Thursday in November Thanksgiving Day

December 25th Christmas

4.11. CONTINUATION OF MISSION ESSENTIAL FUNCTIONS. IAW DoDI 1100.22, Policy and Procedures for Determining Workforce Mix and any applicable Air Force implementation, unless otherwise directed by an authorized government representative, it is determined that the services under this PWS are not considered mission essential during a crisis.

4.12. NON-PERSONAL SERVICES AND/OR INHERENTLY GOVERNMENTAL SERVICES. The government will neither supervise contractor employees nor control the method by which the contractor performs the required tasks. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor feels that any actions constitute, or are perceived to constitute personal services, it shall be the contractor's responsibility to notify the CO immediately. These services shall not be used to perform work of a policy/decision making or management nature, (e.g., inherently governmental functions).

All decisions relative to programs supported by the contractor shall be the sole responsibility of the government.

5. APPENDICES.

Appendix A – Definitions, Abbreviations, and Acronyms Appendix B - Publications Appendix C – Workload Data

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APPENDIX A – ACRONYMS

DEFINITIONS, ABBREVIATIONS, AND ACRONYMS

DEFINITIONS:

Acceptance. The act of an authorized representative of the government by which the government assumes for itself, or as agent for another, ownership of existing and identified supplies tendered or approves specific service rendered, as partial or complete performance of the contract on the part of the contractor.

Contract Specialist (CS). The individual within the contracting office who performs the day-to-day administration of the contract. The CS may also be the CO.

Contracting Officer (CO). The duly appointed government agent authorized to award or administer contracts. The CO is the only person authorized to contractually obligate the government.

Government Point of Contact (POC). Individual who monitors a contractor on a daily basis and who is involved in every aspect of a contract to ensure the Contractor is in compliance with the contract.

Non-Personal Services: Pursuant to FAR 37.101 - means a contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.

Personal Services: A personal services contract is characterized by the employer-employee relationship it creates between the Government and the contractor’s personnel. The Government is normally required to obtain its employees by direct hire under competitive appointment or other procedures required by the civil service laws. Obtaining personal services by contract, rather than by direct hire, circumvents those laws unless Congress has specifically authorized acquisition of the services by contract.

Performance Objective. The outcome associated with successful contract performance in a specific area.

This is a critical success factor in achieving the organization’s mission, vision and strategy which, if not achieved, would likely result in a significant decrease in customer satisfaction or risk mission failure.

Obtaining multi-services/sub-services performed at a certain measurable standard and consistently ensuring success in achieving the objectives critical to the mission.

Performance Threshold. The minimum performance level of a performance objective required by the SOW.

Quality Assurance (QA). Those actions taken by the government to assure services meet the requirements of the SOW

Quality Control (QC). Those actions taken by a Contractor to control the performance of services so that they meet the requirements of the SOW.

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Standard. An exact value, a physical entity, or an abstract concept, established and defined by authority, custom, or common consent to serve as a reference, model, or rule in measuring quantities or qualities, establishing practices or procedures, or evaluating results: a fixed quantity or quality or a defined measure of comparison.

ACRONYMS:

AAAHC Accreditation Association for Ambulatory Healthcare AFI Air Force Instruction CO Contracting Officer CS Contract Specialist POC Point of Contact DSN Defense Switching Network GED General Educational Development HCW Health Care Worker HIPPA Health Insurance Portability and Accountability Act IA Information Security IAW In Accordance With LAN Local Area Network MTF Medical Treatment Facility OPM Office of Personnel Management POC Point of Contact QC Quality Control QA Quality Assurance RHIT Registered Health Information Technician SGH Medical Chief of Staff

APPENDIX B

APPLICABLE PUBLICATIONS AND FORMS

In addition to all applicable federal, state, and local laws and regulations, the following instructions, forms, and guidance shall be followed in the performance of this contract. Copies can be viewed at the following websites:

a) http://www.e-publishing.af.mil/

b) http://www.dtic.mil/whs/directives/infomgt/forms/index.htm, and DoD

c) http://www.dtic.mil/whs/directives/corres/ins1.html

d) https://www.gsa.gov/reference/forms#

e) https://www.esd.whs.mil/Directives/forms/

f) https://apps.leg.wa.gov/wac/

g) https://uscode.house.gov/

h) http://www.tricare.mil/tma/hipaa/default.aspx

PUBLICATION/F

ORM

TITLE DATE

Pub.L. 109-13, 119 Stat. 302

Real ID Act 2005 5 USC 552 Public information, agency rules, opinions, orders, records and proceedings Current

45 CFR 160.103 Health Insurance Portability and Accountability Act (HIPAA) 09 Apr 2020

29 CFR 1910.1200 Occupational Safety and Health Administration, Department of Labor, Hazard Communication

Current

AFI 17-130 Cyber Security Management 13 Feb 2020 AFI 33-322 Records Management and Information Governance Program 23 Mar 2020 AFI 33-332 Air Force Privacy and Civil Liberties Program 10 Mar 2020 AFI63-101-20-101 Integrated Life Cycle Management 30 Jun 2020 AFI 63-138 Service Acquisition 30 Sep 2019 AFI 71-101V1 Criminal Investigations Program 1 Jul 2019 AFI 71-101V2 Protective Service Matters 21 May 2019 AFPD 33-3 Information Management 21 Jun 2016 AFMAN 32-7002 Environmental Compliance and Pollution Prevention 03 Feb 2020 AFMAN 91-203 Air Force Occupational Safety, Fire and Health Standards 08 Sep 2020

DODI 1100.22,

Ch1

Policy and Procedures for Determining Workforce Mix 01 Dec 2017 DODI 5000.72 DOD Standard for Contracting Officer’s Representative (COR)

Certification 05 Nov 2020

DODM 5200.01,

Vol 1-3

DOD Information Security Program Overview, Classification and Declassification

28 Jul 2020

DODM 5200.2 Procedures for the DoD Personnel Security Program (PSP) 29 Oct 2020

DODI 5200.02 DOD Personnel Security Program 24 Sep 2020 DODI 5200.46 DOD Investigative and Adjudicative Guidance for Issuing the

Common Access Card 04 Nov 2020

DODI 5400.11 DOD Privacy and Civil Liberties Program 08 Dec 2020

DODM5400.07_A

FMAN 33-302

Freedom of Information Act Program 25 Apr 2018 DODI 5505.12 Anti-Fraud Program at Military Treatment Facilities 03 Oct 2013 DODI 6025.13 Medical Quality Assurance (MQA) and Clinical Quality Management in the Military Health System (MHS) 01 Apr 2020

DODI 6025.18 Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule Compliance in DOD Health Care Programs

13 Mar 2019

DODI 6205.02 DOD Immunization Program 23 July 2019

DODI 8580.02 Security of Individually Identifiable Health Information in DOD Health Care Programs

12 Aug 2015

SF 85 Questionnaire for Non-Sensitive Positions Dec 2013

APPENDIX C - Workload Data

The following represents a sampling of job requirements for medical administrator positions at the MTF:

- Assists with patient check in/out duties, verifies they are registered Composite Healthcare System

Defense Enrollment Eligibility Reporting System (CHCS/DEERS), makes referrals to other sections as required

-Answers, screens, and routes phone calls to appropriate section for assistance

-Schedules appointments, maintains appointment protocols, and communicates schedule and appointment changes to both providers and patients

-Receives, locates, and stores medical records and ensures appropriate documents are available prior to patient visits

-Prints diagnostic reports, treatment profiles, and copies records as needed

-Participates with Primary Care Optimization (PCO) teams to complete Preventive Health Assessment tasks, routing, evaluation, and consultation of reports

-Assists in routing patient charts for review and completing required forms

-Attaches required supplementary documentation (i.e. lab results) and any other applicable documents to patient file prior to appointment

-Assists team members in dissemination of referral instructions and handouts to beneficiaries

-Ensures third party insurance information is current and filed in patient chart; coordinates affirmative claims

-Trains team members on proper medical records management and provides templates for easy processing

-Coordinates with MTF sensitive duty program monitor as applicable

-Ensures supplies are available for assigned work center

-Assists in the notification and processing paperwork of patient duty absences (quarters/convalescent leave, etc.)

-Coordinates with the Medical Evaluation Board (MEB) clerk on MEB patients

-Coordinates requests for Aero Medical evacuation

-Performs end-of-day CHCS processing

-Validates International Classification of Diseases 9/Current Procedural Terminology (ICD- 9/CPT) coding

-Supports Primary Care Manager (PCM) processing for appointment and appropriate access to care timeframes.

-Maintains accurate and up-to-date patient schedules, logs, records, and files. Updates demographics, extracts information, organizes and researches patient information as required.

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-Participates in records review and performs audits as part of the facility's quality assurance program.

-Performs retirement actions and retires medical records in accordance with Air Force guidelines.

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