Atch1_PWS_on_8_Jun_17.pdf

Attachment 1 to

Solicitation No. FA5209-17-T-0058

PERFORMANCE WORK STATEMENT

FOR

CALL CENTER APPOINTMENT LINE CLERK

FOR

374TH MEDICAL GROUP

YOKOTA AB JAPAN

8 Jun 2017

374 MDSS/SGST

PERFORMANCE WORK STATEMENT (PWS) FOR

CALL CENTER APPOINTMENT LINE CLERK FOR 374TH MEDICAL GROUP,

YOKOTA AB JAPAN

1. DESCTION OF SERVICES/GENERAL INFORMAITON: The contractor shall provide three (3) Call Center Medical Appointment Line Clerks at the 374th Medical Group, Yokota AB, Japan, also referred to as the “Medical Treatment Facility” (MTF) herein under the subject contract. The contractor shall provide all labor, materials, tools, equipment, transportation, and supervision necessary to recruit, qualify, place, manage and retain clerks.

1.1. NON-PERSONAL SERVICES The services to be performed shall be non-personal services and are not inherently governmental functions. The contractor is solely liable for the actions of their employees.

1.2. MISSION ESSENTIAL STATUS. Contract employees are not designated as mission essential personnel.

1.3. POSITION REQUIREMENT FOR CALL CENTER MEDICAL APPOINTMENT LINE

CLERK.

1.3.1. MANDATORY KNOWLEDGE AND SKILLS.

1.3.1.1. English Language Requirement: The Contractor and all employees performing services shall either be a native English speaker or shall be proficient in understanding (reading, speaking, listening, and writing) English. They shall be capable of effectively communicating with patients and MTF staff. If not a native speaker, proof of a minimum score or higher of the following

English test shall be submitted.

(a) TOEIC score: 730 or higher

(b) Other English Test if no TOEIC score is available: Equivalent level as the above

TOEIC score.

1.3.1.1.1. If non-native English speaker is submitted, TOEIC score must be provided within five (5) days after contract award.

1.3.1.2. Training: Receive on the job training and be required to be knowledgeable of how to book appointments for clinics within the MTF and understands how to book appointments using the appropriate appointment type (24HR, FTR, etc.). The contract employees will ensure that appointments are booked within access-to- care standards, as well as follow all MTF booking protocols and Patient Center Medical Home guidance. Book appointments within the guidelines of AFI 44-176, Access to Care Continuum, 13.4., as outlined below in section 2. Services

Summary of the PWS. Metrics will be measured and tracked monthly via the MTF’s T-Metrics

Telephony Modernization software. Validate eligibility through appropriate booking through

Defense Eligibility Reporting System (DEERS).

1.3.1.3. Orientations: Contract employees shall complete all MTF-specified orientation program(s), initial and annual training requirements, and comply with all MTF policies, procedures, productivity standards and instructions as provided by the MTF. The Government will provide initial MTF orientation and annual refresher training for contract employees. This requirement will be conducted during normal duty hours.

1.3.1.4. Work Environment/Physical Requirements: The work will be performed in an office setting located within the 374th Medical Group. There is continual low volume noise due to the close proximity of the workstations and the constant conversations between the staff and patients on the phone. In this situation, it is required that the individual be able to maintain attention, communication, and have a positive interaction with the patients and staff. The work is mainly sedentary, but may require walking, bending, standing, and/or carrying of light items such as files, manuals, and medical records.

1.3.1.4.1. The position requires the individual to be seated for extended periods of time and to have sufficient dexterity to operate a computer keyboard. The individual must be able to see and read the computer monitor and telephone console. The individual must be able to hear callers and clearly relay verbal instructions.

1.3.1.5. Government Computer Access: The contractor will comply with the requirement to obtain the minimum personnel security investigations as prescribed by DoD 5200.2-R and AFI

31-501, paragraphs 3.27.3.7 to 3.27.3.7.2.

1.4. SPECIFIC TASKS:

1.4.1. OPERATION: The contract employees shall answer incoming telephone calls and schedule patient appointments in the Composite Health Care System (CHCS)/Armed Forces Health Longitudinal

Technology Application (AHLTA) for primary care, specialty and subspecialty medical care. In addition to scheduling requested appointments, the contract employees shall call patients to schedule, reschedule, and/or cancel appointments as needed, to include appointments for consult/referral specialty care within the MTF or at civilian facilities. If needed, a translator for Japanese speaking patients are available upon request. The contract employees will also enter telephone consults conducted with patients to the staff on the Medical Provider teams in AHLTA.

1.4.1.1. Flexible Work-hours: Two (2) contract employees out of three (3) will be required to work from (0700 – 1600) and one (1) contract employees will be required to work (0730 – 1630). Both shifts include an uncompensated one (1) hour lunch break. Contract employees shall alternate lunches to ensure at least one person is taking appointments at all times.

1.4.1.2. Performance Target: IAW AFI 44-176, Access to the Care Continuum; 13.4., the following Key Performance Indicators have been identified as performance targets for Appointing staff.

1.4.1.2.1. Call Waiting Time: The time the caller is on hold waiting to speak to contract employees. 90% of calls need to be answered within 90 seconds.

1.4.1.2.2. Average Speed of Answering: The average speed that if takes contract employees to answer the phone shall be less than 45 seconds.

1.4.1.2.3. Call Abandonment: The number of callers whose calls were received by the telephone switchboard, but who disconnected (i.e., hung up) before the contract employees could answer the telephone. The percent of calls abandoned shall be below 18%.

1.4.1.2.4. Average Call Talk Time: The average talk time that contract employees actually talks to a patient shall be under five minutes.

1.4.2. OTHER TASKS:

1.4.2.1. Required to find clinic information and appointment criteria located in Standard Operation Manual found in the AHLTA system.

1.4.2.2. Contacts clinic personnel when appropriate to clarify appointment issues or to assist patients in getting an appointment that the contract employees does not have permission to book.

1.4.2.3. Enters Telephone Consults into AHLTA when required by the booking protocols.

1.4.2.4. The contract employees is responsible for independently dealing with each caller. The contract employees must determine what appointment type best meets the patient’s needs and schedule the patient accordingly, ensuring that the access-to-care standard is met. The contract employees will need to be able to recognize when to refer a patient to the Emergency Department or to a Registered Nurse.

1.4.2.5. Maintains positive customer service practices and proper phone etiquette. Contract employees will engage in positive personal interactions with patients, medical staff, and co-workers.

1.4.2.6. Maintains accurate and up-to-date patient schedules and logs. Utilize CHCS/AHLTA system tools, (detail codes, freezing slots, and TRICARE on-line usage) to facilitate maintenance of appointment slots, rescheduling options, or cancellation processing.

1.4.2.7. Validates basic CHCS patient demographic information prior to booking appointment for patients. Makes required updates.

1.4.2.8. Calls patients as needed to schedule, reschedule, and/or cancel appointments.

1.4.2.9. May assist in preparation of patient notices (telephonically or form letter formats) for appointment reminders, no shows, or reschedule/cancellations; and other administrative duties. Related to scheduling patient appointments.

1.4.2.10. May attend meetings/training deemed appropriate by the GPM that involves information regarding clinic appointments.

1.5. GENERAL INFORMATION:

1.5.1. HOURS OF OPERATION: Normal hours of operation of the MTF are 0730-1630hrs, Monday-Friday, with variability depending on patient care needs and mission requirements.

1.5.2. AVAILABILITY: Workdays can consist of eight (8) hours a day based on mission requirements.

Services are generally required five (5) days each week (Monday through Friday), excluding U.S. Federal holidays. Required services may be scheduled between the hours of 0700-1630hrs., Monday through

Friday. Hours are subject to change based on need and as mutually agreed between the FRED/COR and the Contractor however; the total number of hours will not exceed eighty (80) hours per two (2) week period. A lunch period is not a payable period. Commuting time to and from required place of performance is not compensable by the Government. In no case will overtime be authorized or paid.

1.5.3. SCHEDULED AND UNSCHEDULED ABSENCES: Contract employees are allowed to take up to fifteen (15) work days of leave annually. Leave is classified as both annual, vacation or sick leave.

Leave shall not exceed ten (10) consecutive work days. All leave is considered non-paid days and shall be deducted from the contractor’s monthly invoice. Timing and details shall be coordinated with the

FRED/COR. Scheduled absences shall be scheduled at least 30 days in advance and mutually agreed upon by the FRED/COR and contractor. Unscheduled absences shall be called into the FRED/COR by the contract employees within the first two (2) hours of each duty day that he/she is unable to report to work.

1.5.4. NON-DUTY DAYS: Contract employees will not be required to perform on Government non-duty days or other times when the MTF may be closed such as Pacific Air Forces (PACAF) family days

(approximately 7 - 9 days per year). The FRED/COR at each location shall notify the Contractor five (5) work days prior to the family day if performance will be required. Non-duty days shall be considered non-paid days and shall be deducted from the contractor’s monthly invoice.

Contract Line Item Number (CLIN)

Monthly amount divided by two hundred and forty (240) hours (30 calendar days) = Hourly Rate

**Thirty (30) calendar days shall be used for calculation purposes regardless of the total number of days within the month. (e.g., February) **

The base closure due to the incremental weather may not be non-duty days. The rare cases will be determined whether duty or non-duty days by the FRED/COR.

1.5.5. Federal Holidays. Federal Holidays are paid days. Any Federal Holiday falling on Saturday will be observed on the preceding Friday, holidays falling on a Sunday will be observed the following

Monday.

New Year’s Day 01 January

Martin Luther King’s Birthday Third Monday in January

President’s Day Third Monday in February

Memorial Day Last Monday in May

Independence Day 04 July

Labor Day First Monday in September

Columbus Day Second Monday in October

Veteran’s Day 11 November

Thanksgiving Day Fourth Thursday in November

Christmas Day 25 December

1.5.6. CONTINUING MEDICAL EDUCATION (CME) AND TRAINING REQUIREMETNS:

1.5.6.1. CURRENT BASIC LIFE SUPPORT (BLS): The individual must complete American Heart

Association Heart Saver CPR with AED or American Red Cross equivalent within 60 days of employment. The Government will provide initial/refresher training to all MDG employees to include contractors once they’ve in-processed to the MDG.

1.5.6.2. UNIQUE MILITARY HEALTH CARE SYSTEMS/PROCEDURES: Training will be provided by the MTF on patient’s electronic medical record systems, CHCS & Armed Forces

ALTHA; as well as the DEERS.

1.5.6.3. HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT (HIPAA) OF

1996: All individuals performing services at an Air Force MTF are required to complete initial and annual refresher HIPAA Privacy and Security Rule training as provided by the MTF for its personnel and will be held accountable for complying with health information privacy and security policies and procedures.

1.5.6.4. ORIENTATION: All contract employees must complete service/clinic specific orientation prior to furnishing services under this contract. Clinic orientation must occur within five duty days of employment start date. Medical Group orientation must occur within 30 days of employment start date.

1.5.6.5. MTF SPECIFIED ORIENTATION: Contract employees shall complete all MTF specified orientation program(s), initial and annual training requirements, and comply with all MTF policies, procedures, productivity standards and instructions as provided by the MTF.

1.5.7. ADDITIONAL REQUIREMENTS:

1.5.7.1. APPEARANCE: Contract employees shall present a neat appearance, wear business casual clothing during the workweek and be easily recognized as contractor employees. A Medical Squadron issued badge will be provided designating “contractor” and must be worn at all times.

1.5.7.2. Contract employees must possess telephone etiquette, excellent communication and customer service skills.

1.5.8. PERSONNEL HEALTH REQUIREMENTS:

1.5.8.1. Contract employees shall provide evidence of immunizations to mumps, measles, rubella, varicella, Tdap (tetanus, diphtheria and pertussis) and Tuberculosis (TB), within the first 10 days of employment. Contract employees shall also provide proof of a negative TB skin test within 12 months

(if positive, proof of negative chest X-ray within 12 months, at the cost of the contractors expense) prior to start of work.

1.5.8.2. All non-military healthcare workers (contract, volunteer or student) will receive vaccinations and/or testing for only HIV, Hepatitis B virus (HBV) (if they fall into the appropriate category), TB (frequency determined by MTF policy) and Influenza (if available). All other required immunizations/tests, to include mumps, measles, rubella, varicella, and Tdap must be performed prior to starting work at this MTF.

1.5.8.3. All hospital employees must be immunized annually with the influenza vaccine. This vaccine will be provided by the Government. Unless vaccinated by the Government, the health care worker shall be required to show proof of the vaccination.

1.5.9. Point of Contact: The Contractor shall provide a point of contact that shall be responsible for the performance of work. The point of contact shall have full authority to act for the Contractor on all matters relating to the daily operation of this contract. The Contractor shall designate this individual, in writing, to the Contracting Officer upon award.

2. SERVICES SUMMARY:

Performance Objective PWS para Performance Threshold Method of Assessment

SS #1: Call wait time

1.4.1.2.1.

90% of calls need to be answered within 90 seconds

Periodic Inspection

(Monthly)

SS #2: Average speed of answer

1.4.1.2.2.

100% compliance.

Average speed that it takes an agent to answer the phone must be less than

45 seconds

Periodic Inspection

(Monthly)

SS #3: Call abandonment rate

1.4.1.2.3.

The % of calls abandoned must be below 18%

Periodic Inspection

(Monthly)

SS #4: Average call talk time

1.4.1.2.4.

100% compliance.

The average talk time that an agent actually talks to a patient must be under five minutes

Periodic Inspection

(Monthly)

SS #5: Contract employees must possess telephone etiquette, excellent communication and customer service skills

1.5.7.2.

No more than 3 validated customer complaints per month

Customer Complaints

3. HIPAA COMPLIANCE: The Contractor agrees to abide by all the requirements of the Health

Insurance Portability and Accountability Act (HIPAA) as codified at 45 CFR Part 160 and Part 164, subparts A and E, and implemented by DoD 6025.18-R regarding the privacy and confidentiality of health records and information being provided and shared under the resulting contract. The Contractor shall also comply with the Business Associate Agreement under Privacy of Protected Health Information.

HIPAA is comprised of several different sections, each to be implemented by the Dept. of Health and

Human Services. The medical facilities of the military services and the DOD health plans are specifically listed as covered by HIPAA. Currently, HIPAA Privacy and Security Rules, as set forth in the Code of

Federal Regulations, are in effect for all MTFs. The specific implementation of HIPAA Privacy for DOD medical facility is set forth in DOD 6025.18-R, and for HIPAA Security, the requirements for AF MTF’s are contained in DOD 8580.02-R and AFI 41-217, which also contains additional Information Assurance requirements for all AF MTF’s. DOD 6025.18-R, DOD 8580.02-R and AFI 41-217 are incorporated herein by reference. MTRs are responsible to insure overall compliance with HIPAA requirements, which includes incorporation of certain requirements in contracts entered or amended after the respective implementation dates.

IAW these regulations the Contractor and its employees meet the definition of Business Associates.

Therefore, a Business Associate Agreement is required by law to comply with both the HIPAA Privacy and Security regulations. This clause serves as that agreement for each MTF, whereby the contractor and its employees agree to abide by all HIPAA Privacy and Security requirements regarding health information as defined in this clause, DOD 6025-18-R, DOD 8520.02-R and AFI 41-217. Additional

HIPAA requirements will be addressed when implemented.

4. GOVERNMENT FURNISHED PROPERTY AND SERVICES:

4.1. GOVERNMENT FURNISHED ITEMS AND SERVICES: The Government will provide the following equipment, supplies, and services listed below:

4.1.1. EQUIPMENT/OFFICE FURNITURE: The contractor shall have joint use of all available equipment for performing services required by this contract.

4.1.2. FORMS: The MTF will provide required government forms used in the performance of services.

4.1.3. SUPPLIES: The MTF will provide all non-medical supplies commonly used in the facility for the care and management of patients.

4.1.4. COMPUTER EQUIPMENT: The MTF will provide the computer and telephonic equipment and training required for these systems. The contract employees will be required to use the computer systems that are standard for the support of the MTF.

4.1.5. EMERGENCY HEALTH CARE: The MTF will provide emergency health care for contract personnel for injuries occurring while on duty in the MTF. These services will be billed to the contractor at the current full reimbursement rate if the patient is not TRICARE eligible.

4.1.6. IDENTIFICATION CARDS: The Government will issue a hospital identification (ID)badge which must be worn at all times within the MTF, when Infection Control issues are not compromised. The

ID badge must be visibly displayed between the shirt collar and the waist. A Common Access Card will also be issued to allow the contractor access to necessary computer systems and to the base and the MTF during heightened security. Both cards must be carried by the individual at all times while working at the

MTF. The contractor must return all government issued IDs and keys to the facility management and MPS upon vacate the position.

5. CONTRACTOR MANPOWER REPORTING REQUIREMENTS.

5.1. IAW FY11 NDAA Section 8108, the contractor shall report all contractor labor hours (including subcontractor labor hours) required for performance of services provided under this PWS via a secure data collection site. The contractor is required to completely fill in all required data fields at:

http://www.ecmra.mil.

5.1.1. REPORTING PERIOD. Reporting inputs will be for the labor executed during the period of performance for each Government Fiscal Year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October of each calendar year. Contractors may direct questions to the Contractor Manpower Reporting Application

(CMRA) help desk.

5.1.2. USES AND SAFEGUARDING OF INFORMATION. Information from the secure web site is considered to be proprietary in nature when the contract number and contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the contractor name and contract number associated with the data.

5.1.3. User Manuals. Data for Air Force service requirements must be input at the Air Force CMRA link. User manuals for contractors are available at the Army CMRA link at: http://www.ecmra.mil.

http://www.ecmra.mil/ http://www.ecmra.mil/