Draft_PWS_HA_service.pdf

Performance-Based Work Statement (PWS) For

Hospital Administration Service, Misawa Air Base, Japan

35 MDSS/SGSM

1. DESCRIPTION OF SERVICES/GENERAL INFORMATION. This is a non-personal service. The contractor shall provide administrative services to ensure performance of daily functions associated with patient appointing, patient records management, consult tracking and any other administrative task assigned by the Medical Treatment Facility (MTF) officer/designee. The contractor shall not introduce services other than those included herein without prior recommendation to, and approval of, the Contracting Officer (CO).

1.1. ADMINISTRATIVE TASKS. The Contractor shall perform tasks listed in sections 1.1.1.-

1.1.12. Performance shall meet or exceed established standards that include, but are not limited to: timeliness, legibility, content, format, security and protection of patient identifying information. The contractor shall provide Administrative Services to any department or section to include: 1) Tricare Operations and Patient Administration, 2) Resource Management Office, 3) Front Desk Operations sections or patient check-in counters, 4) Urgent Care Clinic, 5) Appointment Line, 6) Commander’s Support, 7) Public Health, 8) Family Health Clinic, 9) Mental Health, 10) Pediatrics, 11) Flight Medicine, 12) Optometry, 13) Physical Therapy,

14) Orthopedics, 15) secretary sections, 16) Dental, or

17) Surgical Services. All departments or sections are limited to the following 35 MDG locations: Bldgs. 99 and 96, Misawa Air Base, Japan. The COR will coordinate with the Contractor on the location of contractor services. Tasks required at each (type of) department/section are as tabulated below:

1.1.1. General Information Management. The contractor is required to schedule and reschedule appointments within the Access to Care (ATC) categories per Air Force Instruction (AFI) 44-176, Access To Care Continuum. This and all other AFIs listed in this PWS can be found at www.e- publishing.af.mil.

Administrative duties also include greeting patients and appropriately routing and screening phone calls.

Verifies patients are registered in Composite Health Care Systems (CHCS) and Defense Eligibility and Enrollment Registration (DEERS). Assists with patient check in/out duties, performs end-of-day CHCS processing, completes clinic Ambulatory Data Management (ADM) functions, and coordinates patient related correspondence. Contractor is responsible to update demographic information. Orders, tracks, picks up, and delivers forms to customers.

1.1.2. Appointment Facilitation. The contractor is required to schedule appointments, locate medical records and ensure appropriate documents are available prior to all patient visits. Prints diagnostic reports and/or treatment profiles as necessary; participates with Primary Care Manager (PCM) teams to complete Preventive Health Assessment (PHA) tasking, i.e. routing charts for record reviews, initiating Department of Defense (DD) Forms 2766, Standard Form (SF) 507, AF1042, DD2766C, DD2766, DD2795, DD2796, DD2900, Pre Deployment Checklist, Post Deployment Checklist, Travel Med Checklist, AF 250, Exercise & C+20 Checklist. All forms listed in this PWS can be found at www.e- publishing.af.mil.

1.1.3. Referral Management. The contractor will receive medical provider referrals and ensure demographic information is accurate and complete; track referrals to include obtaining reports from network providers as needed. Attaches supplementary documentation (i.e. lab results) to referrals as requested.

Coordinates all referral appointments. Manage clinical phone consult requests from patients. Disseminates referral instruction/handouts to beneficiaries with assistance of Government team members. Receives and routes evaluation/consultation reports to providers.

1.1.4. Medical Record Management. Medical record management and functions will be in strict accordance to higher headquarter guidance and or AFI 41-210, TRICARE Operations and Patient Administration. In the case of inconsistency Higher Headquarter guidance takes precedence. The contractor is must keep up general medical record by ensuring all forms are appropriately completed and filed, third party insurance information (DD Form 2569) and documentation is current and in the chart. This may include sensitive duty paperwork.

Updates and validates CHCS/DEERS and other electronic healthcare databases. Retrieves, receives, and stores medical records. Processes requests for records and paperwork. Performs in and out-processing, audits, retirement actions, and copies medical records as required. Conducts research on loose documents, annotates and files accordingly. Researches records for appropriate MTF ownership and mails accordingly. All records, http://www.e-publishing.af.mil/ http://www.e-publishing.af.mil/ http://www.e-publishing.af.mil/ http://www.e-publishing.af.mil/ files, and documents provided by the government remain government property. The government section supervisor will provide guidance to the contract personnel who shall maintain and dispose of these records, files, and documents.

1.1.5. General Clinic Processing. The contractor will modify provider schedules and communicate schedule changes. Use current and department specific appointment booking protocols to schedule patient appointments.

Coordinate with sensitive duty program monitor(s) as applicable. Perform Medical Expense and Performance Reporting System (MEPRS) monitor and Defense Medical Human Resource System-internet (DMHRSi) duties in accordance with AFI 41-102, Medical Expense and Performance Reporting System (MEPRS) for Fixed Military Medical and Dental Treatment Facilities. Retrieve, compile, and analyze data from a variety of sources. Assist in notification of patient duty absences (quarters/convalescent leave, etc.). Coordinates with the Medical Evaluation Board (MEB) clerk on MEB patients. Coordinates Aeromedical Evacuation as assigned.

Assists with patient check in/out duties. Performs CHCS end-of-day processing and coordinates with PCMs until completion. Completes clinic Ambulatory Data Module (ADM) functions. Coordinates patient related correspondence. Validates coding of ADM encounters.

1.1.6. Documentation. Performs necessary paperwork such as general correspondence and committee minutes, and schedules and de-conflicts appointments. Schedules annual dental and physical exams for MDG active duty personnel. Tracks suspense. Proofreads/edits correspondence and documents for correct grammar, spelling, capitalization, punctuation, and format in accordance with Air Force Handbook 33-337, The Tongue and Quill. Returns incorrect material prepared by others with revisions marked.

1.1.7. Screen phone calls and visitors. Receives telephone calls, takes messages, greets visitors, and ascertains the nature of the call and visit.

1.1.8. Mail distribution. Sorts and distributes all 35 MDG incoming mail to appropriate departments.

Delivers 35 MDG outgoing mail to the processing center and picks up incoming mail for 35 MDG. Processes accountable mail and secures until owner signs for receipt.

1.1.9. Drug control inventory. Sends out notifications to 35 MDG personnel detailed to conduct controlled drug inventory and tracks until completion. AFI 44-102, Medical Care Management, Section 8F Drug Inventory (8.9 Drug Inventory pg. 67/ 8.10 Controlled Drug Inventory Process pg. 69).

1.1.10. Record Management. Monitors the 35 MDG records management program, AFI 33-332, Record Management Program, pg. 11-14 # 7, 8, 9 ensuring compliance with Air Force directives. Serves as Records Custodian as assigned.

1.1.11. Personnel Record Management. Files paperwork in Personnel Information Files (PIFs). Updates and requests 35 MDG personnel information (i.e. decoration RIPS, duty titles change, reports, etc.). Distributes Weighted Airman Promotion System (WAPS) notifications. Review enlisted/officer performance reports and decorations. Sends out notifications regarding the Selective Reenlistment Program. Processes Temporary Duty (TDY), Environmental Morale Leave (EML), and Emergency Leave orders. Route and review with the management of all military and civilian evaluations and decorations within the group. Tracks and reports progress and ensures timely submission within the group, to the wing and Military Personnel Flight (MPF).

1.1.12. Customer Service. Performs routine customer service activities in a polite, professional and courteous manner. Greets patients and verifies patient identity and eligibility. Checks in patients for scheduled visits.

Obtains/verifies third party insurance information. Identifies patients assigned to sensitive duty program.

Verifies and updates patient demographics. Determines if visit is accident or injury-related and documents accordingly. Provides patient with required paperwork and clinic instructions and manages patient flow.

Schedules follow-up appointments as required. Tracks, or assists with tracking, diagnostic results and route to appropriate health care provider. Requests and check in/out patient records. Generates provider rosters. Adds patients to wait list and modifies wait list requests.

1.2. QUALITY ASSURANCE. The Government will evaluate the contractor’s performance by appointing a Contracting Officer’s Representative (COR) to monitor performance and ensure services are received. The CORs will evaluate the contractor’s performance using a variety of means to include customer complaints, staff complaints and periodic inspection. Complaints will be evaluated by the COR for potential inclusion in the monthly surveillance. Complaints validated by the COR shall be reported in writing to the contract administrator and the contractor for action. Failure of the contractor to correct validated complaints raised by the Military Treatment Facility (MTF) staff or patients will be considered a deficiency.

1.2.1. Performance Evaluation Meetings. The CO shall require the contractor or representative to meet with the CO, contract administrator, COR and other government personnel. The contractor may request a meeting with the CO. Meetings will be documented in the contract file with written minutes signed by the CO.

Should the Contractor not concur with the minutes, such non-concurrence shall be provided in writing to the CO within ten (10) calendar days of receipt of the minutes.

1.3. GOVERNMENT REMEDIES. If nonconforming services are identified, the COR shall promptly notify the contractor for correction. The contractor shall take corrective action in a timely manner at no additional cost to the government. If the contractor does not correct deficiencies within 5 duty days, the COR should report in writing to the CO. The contractor may refer to the CO for any disagreement with the COR observations. The CO shall follow the requirements of Federal Acquisition Regulation (FAR) 52.212-4, Contract Terms and Conditions for Commercial Items, for contractor’s failure to correct nonconforming services.

1.4. HOURS OF OPERATION. 35 MDG provides services 24 hours per day, seven (7) days per week.

The allowable hours the contractor can perform are Monday - Friday, 0730-1630. Contractor is not required to perform on Saturday, Sunday, and the following U.S. federal holidays:

- New Year's Day 1st of January

- Martin Luther King's Birthday 3rd Monday of January

- President's Day 3rd Monday of February

- Memorial Day Last Monday of May

- Independence Day 4th of July

- Labor Day 1st Monday of September

- Columbus Day 2nd Monday of October

- Veteran's Day 11th of November

- Thanksgiving Day 4th Thursday of November

- Christmas Day 25th of December

NOTE: Any of the above holidays falling on a Saturday will be observed on the preceding Friday; holidays falling on a Sunday will be observed on the following Monday. The Government may add additional family days in conjunction with these holidays which may result in MTF closures.

1.5. WORK SECTION COVERAGE In case of absences or illness, the contractor shall meet administration services with personnel of equal qualifications, appropriate CAC access, and healthcare-specific privacy training.

Unscheduled absences: For unscheduled absences projected to miss three (3) or fewer consecutive work days, replacement coverage is not required. For an unscheduled absence projected to exceed three (3) consecutive days, coverage shall be dispatched within one (1) duty day per section. Unscheduled absence is not to exceed three days per month per section. The COR and section supervisor must be notified of any lapse in contract coverage and the anticipated length as soon as possible.

Scheduled absences: For scheduled absences greater than three (3) days, coverage shall be dispatched immediately. The COR and section supervisor shall be notified within fourteen (14) days in advance of scheduled absence.

1.6. SECURITY REQUIREMENTS

1.6.1. Criminal Background Check. The Government will conduct a criminal history background check on the contractor personnel. Contractor personnel receiving unfavorable criminal background check status shall not perform the work under this contract.

1.6.2. National Agency Checks with Inquiries (NACI). The completion of a FBI fingerprint check with favorable results and submission of a National Agency Check with Inquiries to the Office of Personnel Management (OPM), or a DoD determined equivalent investigation is required for all contractor employees performing services under this contract and requiring access to Government computer systems. The government shall perform the security investigations on the contractor personnel in accordance with DoD 5200.2-R, Personal Security Program and AFI 33-119, Electronic Mail Management and Use. The contractor shall submit a request for NACI to the designated government official (the Unit Security Manager) within five (5) working days from the contractor personnel’s first duty day. The contractor personnel receiving unfavorable NACI status shall not perform the work under this contract.

1.6.3. Installation Security Notice To Employees. The Government reserves the right to restrict employment under this contract of any contractor personnel, who are identified as a potential threat to the health, safety, security, general well-being, or operational mission of the installation and its population. The contractor shall inform all assigned workers that they may be subject to search, at the discretion of the installation commander, when entering or leaving the installation.

1.6.4. Random Antiterrorism Measures (RAMs). RAMS are conducted on Misawa Air Base at varying times during a 24-hour period and may consist of measures such as spot checks of identification credentials, random vehicle searches, and site security sweeps. The contractor is subject to participating and cooperating with RAMS as directed by competent authority. Anticipate increased RAMS during implementation of elevated Force Protection Conditions (FPCONs).

1.6.5. Reporting Suspicious Activity. It is the responsibility of all personnel working and residing on Misawa Air Base to be alert for detecting and reporting suspicious criminal or terrorist activity. The contractor shall immediately report any on-base observed suspicious activity to the 35 SFS/BDOC, Bldg. 646. All contractor-employed personnel shall be familiar with suspicious activity reporting numbers and procedures.

The primary number for reporting suspicious activity on Misawa Air Base is 911from a base phone or 0176- 53-1911 from a mobile phone or off-base.

1.6.6. Base Access. Prior to start of work, the contractor personnel shall submit 5 AF Form 99, Applications for Base Passes to 35th Contracting Squadron, Building 656, for employees requiring base access to perform the work. The contractor personnel shall submit 35 FW Form 54, Application for Vehicle and copies of vehicle inspection certificate, for all the vehicles requiring base access to perform the work. Upon completion of this contract, the contractor personnel shall return all passes to the Visitor Control Section, 35 SFS/SFAP, Bldg.

301, and obtain a certification of receipt. Final payment will be withheld until the contractor personnel have accomplished the required clearances.

1.6.7. Vehicle Insurance: When contractor’s owned vehicles are being operated on Misawa Air Base,

1.6.7.1. The contractor shall procure and maintain during the entire period of his/her performance under this contract, the following minimum vehicle insurance: Property Damage - ¥2,000,000

1.6.7.2. Prior to the commencement of work hereunder, the contractor shall furnish to the Contracting Officer a certificate or written statement of the above required insurance. The contractor is required to notify the Contracting Officer immediately upon cancellation or of any material change in the policies adversely affecting the interests of the Government.

1.6.7.3. The contractor agrees to insert the substance of this clause including this paragraph 1.6.7.3., in all subcontracts hereunder.

1.6.8. CounterIntelligence Awareness and Reporting (CIAR). The contractor will comply with DoDD 5240.06, Counterintelligence Awareness and Reporting (CIAR) to include initial and annual CIAR training on the foreign intelligence entity (FIE) threat, methods, reportable information, and reporting procedures for all contract employees with access to the Air Force network and/or classified/sensitive information. The training requirement shall be satisfied through completion of the Force Protection training module from the Advanced Distributed Learning Service (ADLS) website at https://golearn.csd.disa.mil.

1.7. PERFORMANCE OF SERVICES DURING CRISIS DECLARED BY THE NATIONAL

COMMAND AUTHORITY OR OVERSEAS COMBATANT COMMANDER. This service contract is not classified as “mission-essential” during a crisis as declared by the National Command Authority or Overseas Combatant Commander. In the event of such a crisis, the CO or the COR will direct the contractor personnel to discontinue the service due to base closure. Until such a notification, the contractor personnel are required to continue the performance.

1.8. SPECIAL REQUIREMENTS.

1.8.1. The Joint Commission (TJC). The contractor personnel shall meet all the applicable TJC standards during the contract performance. TJC standards can be referenced at the following website:

http://www.jointcommission.org/Standards/FAQs/

1.8.2 Physical Security. The contractor personnel shall be responsible for safeguarding all medical information provided for contractor personnel use. At the close of each work period, all information shall be secured.

1.8.3 Key Control. The contractor shall establish and implement methods of ensuring that all keys and badges issued to the contractor by the government are not lost or misplaced and are not used by unauthorized persons. The contractor shall report lost keys and badges to the Government. The contractor shall not duplicate any keys.

1.8.4 Base Computer Network Access. Contractor personnel are required to have access to the government LAN. The government and the contractor personnel shall follow the requirements in AFFARS 5352.242-9001

- Common Access Cards for Contractor Personnel (Nov 2012), to obtain CAC(s) for contractor personnel.

1.9. CONTRACTOR PERSONNEL.

1.9.1. Conflict of Interest. The contractor personnel shall not be any person who is an employee of the Department of the Air Force, either military or civilian, unless such person seeks and receives approval in accordance with DOD Directive 5500.7-R, Joint Ethics Regulation. The contractor personnel shall not employ persons for the work of this contract if such employment would create a conflict of interest per AFI 64-106, Air Force Industrial Labor Relations Activities.

1.9.2. Contract Manager (CM). The contractor shall provide a CM who shall be responsible for the daily attendance of contractor personnel. The CM shall be available in person or via telephone Monday through Friday, 0730 until 1630 excluding federal holidays. An alternate may be designated, but the Contractor shall http://www.jointcommission.org/Standards/FAQs/ identify those times when the alternate shall be the primary point of contact. The Contractor shall designate this individual, in writing, to the Contracting Officer (CO) before the contract start date.

1.9.3. Appearance. The contractor personnel shall present a neat appearance, well groomed, clean image and be dressed in appropriate workplace attire (business casual). All tops (shirts and blouses) must cover the top of the shoulder and cover the torso with no holes or cut-outs. Jeans, t-shirts, low cut necklines, and footwear such as flip flops, sneakers, and sandals are not appropriate for business casual attire. The COR and the section supervisor retain the authority to ask the contractor to change if attire is distracting or offensive to staff or patients. The contractor personnel must be easily recognizable as a contractor personnel and not a government employee. Contractor work stations will be neat and have a professional appearance. There will be no use of personal electronic devices directly in the contractor’s work sections. All devices are only used in designated break rooms.

1.9.4. Identification. The contractor personnel shall be recognized as contractor personnel and shall wear an appropriate name tag or distinctive clothing. The name tag shall be provided by the 35th Medical Group and shall contain the company name, employee name, and read “contractor personnel.” In addition, email addresses for contractor personnel will identify them as a “contractor personnel.”

1.9.5. Professional Environment. The contractor will promote an environment that is in compliance with DOD and Air Force directives prohibiting unlawful discrimination and sexual harassment. This environment will be free from personal, social, or institutional barriers based on race, color, religion, sex, or national origin. The contractor will report any suspected problems to the Chief Medical Administrator (SGA) or the Medical Support Squadron's chain of command for review and investigation. The contractor shall refrain from the use of profanity, sexual or racial jokes, or other behavior that would normally be considered unprofessional in a medical setting.

1.10. QUALIFICATIONS.

1.10.1. ENGLISH LANGUAGE REQUIREMENT. Personnel shall read, understand, speak, and write English to at least a STEP (Eiken) 2nd grade, TOEIC score 519 or TOEFL score 456 level or higher. If personnel’s primary language is English, no certification is required.

1.10.2. HIGH SCHOOL DIPLOMA OR GENERAL EDUCATIONAL DEVELOPMENT (GED)

EQUIVALENCY.

1.10.3. EXPERTISE. The personnel performing this duty will be knowledgeable in general medical ethics, health records administration, telephone etiquette, office management methods, excellent communications and customer service skills, strong organizational background and computer operations to include Windows Operating Systems, spreadsheet, database, and word processing applications. Personnel shall also be knowledgeable in computer operations to include Windows Operating Systems and Microsoft Office applications. Personnel must understand the importance of deadlines.

1.11. MEDICAL SERVICES. The following vaccinations are mandatory IAW AFI 44-108, Infection Prevention and Control Program. The government will offer them at no cost to the contractor upon contract award:

- Hepatitis B Vaccination Series

- Tuberculosis Skin Test (TST) or documentation of appropriate TB test within 12 months

- Human Immunodeficiency Virus (HIV) Test, every 2 years

- Measles, Mumps, Rubella/Rubeola (MMR) Vaccination or proof of immunity by titer screening

- Varicella Vaccination or proof of immunity by titer screening

- Tetanus/Diphtheria/Pertussis (Tdap) and booster Td booster every 10 years

- Influenza, annual and IAW DoD policy and annual AF/SG seasonal influenza memorandum.