PWS_Patient_Liaison_Medical_Translation_Spang_Sep_2019_CON-IT.pdf

PERFORMANCE WORK STATEMENT

FOR

PATIENT LIAISON AND

MEDICAL TRANSLATION SERVICES

SPANGDAHLEM AIR BASE

(NON-PERSONAL SERVICE)

September 2019

Table of Contents Subject/Section Page Number

1. General 2

2. Service Summary 7

3. Definitions and Acronyms 9

4. Government Furnished Property and Services 10

5. Contractor Furnished Items and Services 12

6. Specifics Tasks 12

7. Applicable Publications and Forms 16

8. Attachment/Technical Exhibit List 19

1. GENERAL

1.1. SCOPE OF WORK. The Contractor shall provide Patient Liaison and Medical translation services required for eligible health care beneficiaries as scheduled by the Government for the 52d Medical Group (MDG)/ Spangdahlem Air Base (AB), also referred to as the “Medical Treatment Facility” (MTF) herein. The Patient Liaison shall provide support to, and serve as the link for communication between, the patient, the MTF, and host nation facilities and other services in the local German health care system for inpatient stays and outpatient referral appointments. The Patient Liaison shall visit patients hospitalized in host nation facilities within a 45 mile radius of Spangdahlem AB including but not limited to Marienhausklinik (Bitburg), Verbundkrankenhaus (Wittlich), Krankenhaus der Barmherigen Brueder (Trier), and Klinikum Mutterhaus der Borromaerrinnen (Trier). The service for the Krankenhaus der Barmherzigen Brueder (Trier) and Klinikum Mutterhaus der Borromaerrinnen (Trier) shall be combined. The Medical translator will provide service at the MTF. Performance shall be according to the requirements contained in this performance work statement (PWS), and professional standards of The Joint Commission (JC). One Patient Liaison and one Medical translator slot shall be at the MTF at Spangdahlem Air Base.

1.2. PERSONNEL.

1.2.1. POINT OF CONTACT. The Contractor shall provide a Point of Contact (POC) that shall be responsible for the performance of the work. The POC shall have full authority to act for the Contractor on all matters relating to the daily operation of this contract. POCs within the 52 MDG will be the Chief of the Medical Staff (SGH) overseeing patient healthcare needs and the TRICARE Operations Patient Administration (TOPA) Flight Commander or as delegated. The Contractor shall designate this individual, in writing, to the Contracting Officer (CO) before the contract start date. An alternate may be designated, but the Contractor shall identify those times when the alternate shall be the primary POC.

1.2.2. HOURS OF PERFORMANCE.

1.2.2.1. AVAILABILITY. 52d Medical Group (MDG)/ Spangdahlem Air Base (AB): The Contractor at Host Nation hospitals shall work during routine work hours, and the schedule shall be provided to TOPA Flight Commander, or authorized representative thereof, for pre-approval and to correspond with the needs of the department. The Contractor shall provide services on U.S. and German Federal holidays unless otherwise specified by the Contracting Officer Representative (COR). The Contractor will be available for inpatient/outpatient visits between the hours of 0800 and 1800 Monday through Friday, and between the hours of 0900 and1500 Saturday and Sunday. Regardless of location, during regular duty hours the expectation of available liaison services is meeting the 60 minute in-person response, to any situation which requires liaison services. Base closures shall not affect the routine office hours of the hospitals.

1.2.2.1.1 Patient Liaisons and Medical translator working in the MTF will be available for normal business hours, 0730-1630 Monday through Friday, excluding U.S. Federal holidays. Lunch periods are not payable periods, but will be coordinated by TOPA Flight Commander or designee and scheduled with the contract service provider. The MTF Patient Liaison and the Medical Translator will be not be required to work on U.S. Federal holidays, as well as Base closures. Base closure weather permitted and administrative base closures will not be chargeable to the Government.

Therefore, the contractor shall advise their personnel accordingly and treat these situations as determined appropriate.

1.2.2.3. TELEWORKING is not authorized. Patient Liaisons and Medical translator are to work from the MTF or designated host nation hospital(s) during scheduled shifts.

1.2.2.4. SCHEDULING. The Flight CC or their designee will be responsible for communicating with the Contractor regarding scheduling issues. In such cases, the Flight CC will confirm all actions on the next normal working day.

1.2.3. ARRANGE FOR REPLACEMENT STAFF. The Contractor shall notify the TOPA Flight CC when a scheduled Patient Liaison or Medical translator cannot fill a shift due to illness or emergency. Notification shall be as early as possible; but, no later than two (2) hours after start of scheduled shift. The Contractor’s POC shall arrange for coverage when the Patient Liaison will be unable to provide services for one (1) or more scheduled shifts.

1.2.4. WORK ROSTER. The Contractor POC shall provide a list of individual Patient Liaisons and contact information to the Flight CC/Flight Chief. The list shall be provided at the start of the contract and the Contractor is required to provide an updated list if any changes are made. Proposed work schedule shall be submitted to the TOPA Flight Commander at least seven (7) duty days in advance for approval. The TOPA Flight Commander or designee shall have the right to adjust the Patient Liaisons’ schedule.

1.2.5. PERSONNEL REQUIREMENTS.

1.2.5.1. LANGUAGE REQUIREMENT PATIENT LIAISON. (LANGUAGE REQUIREMTN MEDICAL

TRANSLATOR SEE PARA 7.2.) Personnel shall read, understand, speak, and write both German and English for 52 MDG, Spangdahlem AB to the level indicated in the below Personnel Language Requirement (Para 1.2.5.1.1). The Contractor shall provide a significant service as a translator between the German health care providers and American medical health care beneficiaries. All languages should be spoken with sufficient structural accuracy and vocabulary pronunciation effectively in most formal and informal conversations on practical and professional topics. An understanding of medical vocabulary is required. All translating in writing shall be done verbatim based on writer documentation received and transcribing.

1.2.5.1.1. Contractor shall provide personnel who meet the language proficiency level at the beginning of their employment. Certification of language requirement has to be provided to the CO and COR for approval. Failure to satisfy language proficiency requirements shall have the effect of the position being considered vacant and the Contractor will be required to provide a replacement within three (3) days of the repeat demonstration failure. The 52 MDG requires Contractors to meet minimum English, German language proficiency levels of 3, as proficiency levels outlined in the Bureau for International Language Coordination (BILC) STANAG 6001 Edition 5.

ENGLISH GERMAN

READ SPEAK WRITE READ SPEAK WRITE

3 3 3 3 3 3

Reading Ability

· Ability level 1: Able to read some personal and place names, street signs, office and shop designations, numbers and isolated words and phrases. Can recognize all the letters in the printed version of an alphabetic system and high frequency elements of a syllabus or a character system.

· Ability level 2: Able to read simple prose, in a form equivalent to typescript or printing, on subjects within a familiar context. With extensive use of a dictionary, can get the general sense of routine business letters or articles in technical fields within his/her competence.

· Ability level 3: Able to read routine correspondence, reports and technical material in his/her special field. Can grasp the essentials of articles of the above types without using a dictionary. For accurate understanding, frequent use of a dictionary required. Has occasional difficulty with unusually complex sentence structures.

· Ability level 4: Able to read all styles and forms of the language pertinent to professional needs. With occasional use of a dictionary, can read all material in his/her special field, including official and professional documents and correspondence. Can read reasonably legible handwriting without difficulty.

Speaking Ability

· Ability level 1: Can ask and answer questions on topics very familiar to him/her. Within the scope of his very limited language experience, can understand simple questions and statements, allowing for slowed speech, repetition, and paraphrases. Speaking vocabulary is inadequate to express anything but the most elementary needs. Errors in pronunciation and grammar are frequent, but can be understood by a native who is accustomed to dealing with foreigners attempting to speak his language. Any person at this level should be able to ask and give simple directions and tell time.

· Ability level 2: Able to handle limited work requirements, needing help only in handling complications or difficulties. Can understand most conversations on Non-technical subject that requires no specialized knowledge and has a speaking vocabulary sufficient to express him/her simply. Accent, though often quite faulty, is understandable. Ability level 3: Able to speak the language with sufficient structural accuracy and vocabulary to participate effectively in most formal and informal conversations on practical and professional topics. Can discuss particular interests and special fields of competence with reasonable ease and comprehension. Vocabulary is broad enough that he/she rarely has to struggle for a word. The accent may be obviously foreign but control of grammar is good. Errors never interfere with understanding and rarely disturb the native speaker.

· Ability level 4: Able to use the language fluently and accurately on all levels normally pertinent to professional needs. Can understand and participate in any conversation within the range of his/her experience with a high degree of fluency and precision of vocabulary. Would rarely be taken for a native speaker but can respond appropriately even in unfamiliar situations. Errors of pronunciation and grammar are quite rare. Can handle formal interpreting from and into the language.

Writing Ability

· Ability level 1: Has sufficient control of the writing system to meet limited practical needs. Can produce all symbols in an alphabetic or syllabic writing system. Can write numbers and dates, his/her own name and nationality, address, etc. Otherwise, ability to write is limited to simple lists of common items or a few short sentences. Spelling may be erratic.

· Ability level 2: Can draft routine correspondence and meet limited professional need. Is familiar with the mechanics of the writing system, except in character systems where ability is limited to a small stock of high frequency items. Makes frequent errors in spelling, style and writing conventions. Able to write simple notes and draft routine and limited office messages. Material normally requires editing by a more proficient writer.

· Ability level 3: Can draft official correspondence and reports in a special field. Control of structure, spelling and vocabulary is adequate to convey the message accurately, but style may be quite foreign. All formal writing needs to be edited by an educated native.

· Ability level 4: Can draft all levels of prose pertinent to professional needs. Control of structure, vocabulary and spelling is broad and precise. Sense of style is nearly native. Errors are rare and do not interfere with understanding. Nevertheless, drafts of official correspondence and documents need to be edited.

1.2.5.2. EDUCATION REQUIREMENTS PATIEN LIAISON. (EDUCATION REQUIREMENT MEDICAL

TRANSLATOR SEE PARA. 7.2)

1.2.5.2.1. FORMAL EDUCATION. The Patient Liaison shall hold a high school diploma or equivalent.

1.2.5.2.2. EXPERIENCE. Shall have a background in areas such as nursing, medical customer care, or advice work. Shall have excellent listening and communication skills to deal with complex and sensitive situations.

1.2.5.3. CRIMINAL BACKGROUND CHECK REQUIREMENT.

1.2.5.3.1. Contractor needs to provide a copy of Criminal History Background Check (CHBC) to the Government.

1.2.5.3.2. With the written consent of the 52 MDG Commander, Contractors may provide contract services prior to completion of background checks. However, new employees will remain under the supervision of a staff member whose background check has been completed.

1.2.5.3.3. Individuals shall have the right to obtain a copy of any background check pertaining to them and to challenge the accuracy and completeness of the information contained in the report.

1.2.5.3.4. Individuals who have previously received a background check shall provide to the MTF Credentials Manager proof of the check. If there has been a break in government service, a complete CHBC must be re-accomplished, even if the individual has had a recent CHBC.

1.2.5.3.5. CHBCs must be repeated every five (5) years.

1.2.5.3.6. In order to ensure employees are not providing "childcare" and therefore requiring a more intensive background check, Patient Liaison services will not be performed for patients under the age of 18 unless under the direct supervision of host nation medical staff or the patient's legal guardian.

1.3. IDENTIFICATION. The Patient Liaison and Medical translator shall comply with the local installation and MTF personnel identification and access requirements. Each Patient Liaison and Medical translator shall wear a visible security identification badge, provided by the military installation or the MTF, on the front of his/her outer clothing at shoulder level. The badge must show the full name, title and the word “Contractor” in front. The Trusted Associate Sponsorship System (TASS) Manager will provide the paperwork to request Common Access Card (CAC). The Patient Liaison and Medical translator shall immediately report any lost or stolen CAC to the TASS manager. The Patient Liaison and Medical translator shall turn in all identification badges and CAC to the TASS manager, or his/her designated representative upon termination of their services under this contract. The Patient Liaison and Medical translator shall be clearly identifiable while on duty. All contract personnel shall wear a MTF nametag with the individual’s name and specialty displayed e.g.;

Contractor Patient Liaison/Medical Translator 52d Medical Group

JANE A. DOE

1.3.1. APPEARANCE.

1.3.1.1. CLOTHING. While on duty, contract personnel shall be neat and clean, well groomed, free of tobacco odors, and dressed appropriately. Contract personnel’s clothing shall fit correctly to provide a professional, modest appearance in keeping with the normally accepted community standards of dress for the work being performed. In all cases, clothing shall be neat and clean. This includes being free from visible dirt and stains. The contract person is not authorized the use of government purchased scrubs.

1.3.1.2. HAIR. While on duty the contract personnel will not have hair that is unrestrained. Facial hair or hair on the head shall be controlled (restrained) or trimmed. It shall not interfere with safe work practices, or look unkempt or unclean.

1.3.1.3. OFFICE/WORK AREA APPEARANCE. Those areas (office, examination rooms, etc.) provided for contract personnel use shall present an orderly appearance. The contract personnel shall ensure these areas are tidy and any decorations present a professional, modest appearance in keeping with accepted community standards.

1.3.2. CONFLICT OF INTEREST. The Contractor shall not employ any person who is an employee of the United States Government if the employment of that person would create a conflict of interest nor shall the

Contractor employ any person who is an employee of the Department of the Air Force, either military or civilian, unless such person seeks and receives approval IAW DoD Directive 5500.7 dated 17 November 2011.

1.4. HEALTH REQUIREMENTS:

1.4.1. Certification of current physical examination for each employee shall be completed. The certification shall contain a signed statement by the examining physician stating that the employee is free of any contagious diseases.

Physical examination must be current as of 12 months prior to application for privileges.

1.4.2. Contract personnel providing services under this contract shall receive a pre-employment physical evaluation prior to commencement of work and annually thereafter. The Patient Liaison and Medical translator shall report to 52 MDG Public Health for enrollment in the employee health program.

1.4.3. No later than five (5) working days prior to commencement of work, certification shall be provided to the 52 MDG that the Patient Liaison and Medical translator has completed the medical evaluation required above. This certification shall state the date on which the examination was completed, the doctor’s name that performed the examination, and a statement concerning the physical health of the individual. The certification shall also contain the following statement: “(name of contract employee) is suffering from no contagious diseases to include but not limited to Tuberculosis, Hepatitis, and Venereal Disease.”

1.4.4. It is the Patient Liaison’s and Medical translator’s responsibility to report (to the MTF Public Health) all information necessary to assure hospital records can be maintained correctly, and therefore comply with the JC, Occupational Safety and Health Administration (OSHA), and Center for Disease Control and Prevention (CDC) health records requirement.

1.5. EMERGENCY HEALTH CARE. The MTF will provide emergency health care for contract personnel for injuries occurring while on duty in the MTF.

1.6 MTF IN/OUT-PROCESSING. When commencing work under this contract, the Contractor shall obtain in-processing checklist(s) from the designated office at the MTF. All Contractors are required to complete the applicable items on the checklist and turn it in to the designated office. Upon completion of the duty assignment, the Patient Liaison and Medical translator shall complete an out-processing checklist and return it to the designated office.

1.7. ORIENTATION. The Contractor shall ensure that all contract personnel participate in the MTF orientation procedures for newly assigned personnel to include regulations specific to their duty section and Air Force policy and procedures.

1.8. SMOKING. Smoking is not permitted within the MTF. Smoking is permitted outside the MTF buildings in designated areas only.

1.9. BACKGROUND CHECK. For non-personal service contract personnel, the contractor is responsible forinitiating the Federal Bureau of Investigation inquiry and completing the state criminal history inquiry portion of the CHBC. For personal service contract and volunteer personnel, the MTF security manager is responsible for initiating and completing the CHBCs. The MTF Credential Manager (CM) coordinates with the security manager to track the status and completion of the CHBC.

2. SERVICE SUMMARY (SS)

Performance Objective PWS Paragraph Performance Measure Surveillance Method

1. The liaisons shall be available for patient needs during duty hours.

Patient Liaisons and Medical translator working in the MTF will be available for normal business hours, 0730-1630 Monday through Friday, excluding U.S.

Federal holidays.

1.2.2

100% Compliance Periodic Inspections

2. The point of contact shall provide a list of individual patient liaisons and contact information. The list shall be provided at the start of the contract and contractor is required to provide an updated list if any changes are made

1.2.4 100% Compliance Periodic Inspections

3. Contractor shall provide personnel who meet the language proficiency level at the beginning of their employment.

Certification of language requirement has to be provided to the CO and COR.

1.2.5.1 100% Compliance Periodic Inspections

4. While on duty, contract personnel shall be neat and clean, well groomed, free of tobacco odors and dressed appropriately. Contract personnel’s clothing shall fit correctly to provide a professional, modest appearance in keeping with the normally accepted community standards of dress for the work being performed.

1.3.1

100% Compliance Periodic Inspections;

Customer Complaint

5. Visits shall be conducted during regular duty hours on the day of admission or, if admitted after duty hours on the following duty day. The patient liaison shall visit patients hospitalized in host nation facilities within a 45 mile radius of Spangdahlem AB including but not limited to hospitals listed in PWS.

Respond to emergency calls within 60 minutes during regular duty hours.

Visits inpatients at HNFs at least once per duty day or more frequently as necessary, to interpret during rounds with physicians and nursing staff, to explain the established medical plan, anticipated surgery and scheduled inpatient testing required for continuity of care.

6.2.1.

6.2.1.1 6.2.1.14

100% Compliance Periodic Inspections;

Customer Complaint

6. Updates Inpatient Tracker within 24 hours of all inpatient admissions and all Emergency Room treat and release patients as soon as information is provided by hospital staff

6.2.1.3 6.2.2.3.1

100% Compliance Periodic Inspections

7. The patient liaison shall respect and maintain the basic rights of patients, demonstrating concern for personal dignity and human relationships.

The patient liaison shall establish and maintain rapport with appropriate MTF staff (military and civilian) with whom interaction is essential for all care. This rapport will include open and professional communication with members of the MTF.

6.2.1.4 6.2.1.7

100% Compliance Periodic Inspections;

Customer Complaint

8. In case of admission, accompanies patient to receiving ward and initiates admission procedures. Provides immediate translation of the Emergency Room reports.

6.2.1.14 100% Compliance Periodic Inspections

9. Maintains translating a minimum of 1.5 medical report pages per hour and a performance threshold of 99% accuracy of all final reports submitted to the 52 MDG.

7.1.9. 100% Compliance Periodic Inspections

3. DEFINITIONS AND ACRONYMS

3.1. GENERAL DEFINITIONS. As used throughout this work statement, the following terms shall have the meaning set forth below:

3.2. CONTRACTING OFFICER (CO). A person duly appointed with the authority to enter into, administer, and terminate contracts on behalf of the Government.

3.3. FEDERAL HOLIDAYS.

3.3.1. There are 11 U.S. federal holidays each year. They are New Year’s Day (observed 1 January), Martin Luther King, Jr’s Birthday (observed the third Monday in January), President’s Day (observed the third Monday in May), Memorial Day (observed the last Monday in May), Independence Day (observed 4 July), Labor Day (observed the first Monday in September), Columbus Day (observed the second Monday in October), Veterans Day (observed 11 November), Thanksgiving Day (observed the fourth Thursday in November), and Christmas Day (observed 25 December). If New Year’s Day, Independence Day, Veterans Day or Christmas Day falls on a Saturday, it is observed on Friday; if it falls on Sunday, it is observed on Monday.

3.3.2. There are eleven (11) German holidays each year. They are New Year’s Day (observed 1 Jan), Good Friday (observed the Friday before Easter), Easter Monday (observed the Monday after Easter), Labor Day (observed the first day of May), Ascension Day (observed 39 days after Easter), Whit Monday (observed 51 days after Easter), Corpus Christi Day (observed 60 days after Easter), Day of German Unity (observed on 3 Oct), All Saints Day (observed on 1 Nov), Christmas Day (observed on 25 Dec), and St. Stephen’s Day (observed on 26 Dec).

3.3.3. Extended Absences/Personnel Changes. For any Patient Liaison and Medical translator incurring extended absences of fourteen (14) consecutive work days or more, the Contractor will provide a qualified replacement to adequately fill the gap in coverage for the duration of the absence at no expense to the Government. If a personnel change occurs during the contract performance period, a two-week overlap for orientation, training and the transfer of duties, is required without additional charge to the Government. Contract employees shall defer all questions pertaining to administrative leave and entitlements to their contract employer.

3.4. GOVERNMENT. The federal government of the United States of America.

3.5. GOVERNMENT BENEFICIARIES. Shall include those designated as qualified to receive TRICARE benefits. Due to the overseas location of Germany the MTF extends medical care services to a certain amount of pay patients to receive medical care at the MTF. These patients are considered Government beneficiaries according to this contract.

3.6. GOVERNMENT QUALITY ASSURANCE. Those actions taken by the Government to assure services meet the requirements of the contract.

3.7. MEDICAL TREATMENT FACILITY (MTF). Air Force hospitals or clinics, including all activities providing outpatient and/or inpatient health care services for authorized personnel.

3.8. PERFORMANCE WORK STATEMENT (PWS). A document that accurately describes a service in terms of the output requirements.

3.9. QUALITY CONTROL. Those actions taken by a facility (MTF) to control the quality of output to ensure that they conform to contract requirements.

3.10. CONTRACTOR. According to this contract the Contractor is that person or entity who enters into this agreement with the Government to provide those administrative services specified herein at the location(s) specified by the 52 MDG.

3.11. PATIENT LIAISON AND MEDICAL TRANSLATOR. Patient Liaison and Medical translator personnel provide beneficiary support for the 52 MDG, Military Treatment Facilities and German medical treatment facilities, interpreting German to English language, medical terminology, notification of Seriously Ill (SI), Very Seriously Ill (VSI) messaging to 52 MDG and 52 FW leadership.

3.12. AHLTA. Armed Forces Health Longitudinal Technology Application, formally known as Composite Healthcare Computer System (CHCS)

3.13. ACRONYMS:

AHLTA Armed Forces Health Longitudinal Technology Application ACOR Alternate Contracting Officer's Representative AFFARS Air Force Federal Acquisition Regulation Supplement BAA Business Associate Agreement CCE Contracting Center of Excellence CFR Code of Federal Regulations CONUS Continental United States (excludes Alaska and Hawaii) COR Contracting Officer’s Representative DD250 Department of Defense Form 250 (Receiving Report) DD254 Department of Defense Contract Security Requirement List DFARS Defense Federal Acquisition Regulation Supplement DMDC Defense Manpower Data Center DOD Department of Defense FAR Federal Acquisition Regulation FRED Functional Requirements Evaluator Designee HIPAA Health Insurance Portability and Accountability Act of 1996 CO Contracting Officer OCI Organizational Conflict of Interest OCONUS Outside Continental United States (includes Alaska and Hawaii) ODC Other Direct Costs

PIPO Phase In/Phase Out POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Program SS Service Summary TE Technical Exhibit

4. GOVERNMENT FURNISHED PROPERTY AND SERVICES

4.1. GENERAL. The Government will provide the following equipment, supplies, and services listed below.

4.2. EQUIPMENT. The liaison shall have use of all available equipment for performing administrative services required by this contract.

4.3. FORMS. The MTF will provide required Government forms used in the performance of services.

4.4. SUPPLIES. The MTF will provide supplies commonly used in the facility for administrative duties.

4.5. SERVICES.

4.5.1. ADMINISTRATIVE SUPPORT. Contract personnel will be authorized to use all administrative support available to Government employees. This will include but not be limited to laptop, scanner, printer, copy machines, fax machines, medical library, installation distribution, Class-A telephone lines and Defense Switching Network (DSN) lines, e-mail, and Intranet service. The same restrictions to use these items for Government official business apply.

4.5.2. GOVERNMENT ORIENTATION/TRAINING. The Government will provide training on Government provided forms and equipment, standard precautions, initial orientation and continuing orientation/training. The Patient Liaison and Medical Translator will participate in continuing education programs to update and/or maintain skills and knowledge to meet annual requirements. All training requirement completions will be documented in the member’s training folder. The contract employee will also participate in evaluation of the quality and effectiveness of activities/services of the unit.

Recommended Training topics include but are not limited to:

AHLTA

Template Management Medical Record Management Health Insurance Portability and Accountability Act (HIPAA) training Customer service/conflict resolution

MEPRS

4.5.2.1. The Government will not schedule the Patient Liaison and Medical translator to provide services at the same time the Government schedules the Patient Liaison and Medical translator to attend training, meetings, conferences, etc.

4.5.2.2. Annual Training: The Patient Liaison and Medical translator shall attend Government provided annual training which will include but is not limited to topics such as safety, QA/RM/Process Improvement, infection control, fire protection, security, patient sensitivity training. The classes may be scheduled individually throughout the year or scheduled at one time. These classes will take approximately eight (8) hours total per individual.

4.5.2.2.3. Complete and maintain Basic Life Support Training as required and provided by the MTF.

4.5.2.3. Attendance at Meetings: Contract personnel shall attend and participate in meetings, staff and planning conferences, health consortiums, chart rounds and other appropriate activities as necessary.

4.5.2.4. Unit Specific Orientation: The Patient Liaison and Medical Translator shall participate in the MTF unit specific orientation to include but not limited to topics, such as, regulations specific to their professional specialty, hospital and Air Force policy and procedures at the Government ‘s expense.

4.5.3. RECORDS, FILES, DOCUMENTS, AND WORK PAPERS. All records, files, documents and work papers provided by the Government remain Government property. The COR will provide guidance to the contract personnel who shall maintain and dispose of these records, files, documents, and work papers in accordance with AFMAN 33-363_AFGM 2018-01, Management of Records.

5. CONTRACTOR FURNISHED ITEMS AND SERVICES

5.1. GENERAL. Except for those items or services specifically stated in Paragraph 4 to be Government furnished, the Contractor shall furnish everything required to perform this contract in accordance with all of its terms.

5.2. CONTRACTOR OWNED/CONTRACTOR OPERATED EQUIPMENT. The Government does not anticipate a need for Contractor furnished equipment, however, the Contractor may request to bring certain items to the workspace in which the following restrictions will apply.

5.3. INITIAL INSPECTION. All Contractor owned devices, such as coffee maker and radios shall be inspected and approved initiated by the biomedical equipment maintenance section prior to use in the facility.

5.4. TRANSPORTATION. The Government will not provide any transportation for the Contractor nor be held liable for any claims against the Contractor.

6. SPECIFIC TASKS PATIENT LIAISON

6.1. GENERAL. Coordinates support and provides assistance and information regarding Host Nation Facility (HNF) care and programs to beneficiaries hospitalized in host nation medical facilities. Ensures complete and timely liaison between the direct care facilities, host nation facilities, and other services and assistance activities as required. Provides assistance to beneficiaries and providers to help locate accepting host nation facilities and related resources for routine patient admissions. Provides coordination, communication of care and necessary logistical arrangements with commanders, medical professionals, wing agencies, and family members upon notification of beneficiaries hospitalized in host nation facilities. Coordinates administrative aspects of the patient’s health care with the host-nation facilities, and serves as an intermediary during hospitalization. Assesses and interprets concerns to organizations and institutions involving medical personnel from the military MTF in reviewing the patient’s care plans, and preparing the patient for the post-discharge environment and intervening as necessary to improve patient care.

6.2. SPECIFIC PROCEDURES FOR WHICH THE CONTRACTOR SHALL BE RESPONSIBLE. The Patient Liaison will be knowledgeable and able to perform the following functions:

6.2.1. ADMISSION/DISPOSITION RELATED TASKS.

Admissions: Visits shall be conducted during regular duty hours on the day of admission or, if admitted after duty hours, on the following duty day. The Patient Liaison shall visit patients hospitalized in host nation facilities within a 45 mile radius of Spangdahlem AB including but not limited to Marienhausklinik (Bitburg), Verbundkrankenhaus (Wittlich), Krankenhaus der Barmherigen Brueder (Trier), and Klinikum Mutterhaus der Borromaerrinnen (Trier).

The patient demand for the Krankenhaus der Barmherigen Brueder (Trier) and Klinikum Mutterhaus der Borromaerrinnen (Trier) service shall be combined.

Assures patient has understanding of diagnosis, treatment and reason for admission (in the event of a serious diagnosis contacts the Primary Care Manager (PCM) and makes sure there is follow up care with the PCM). Patient Liaison shall report to 52 MDG Active Duty (AD) admission to the local host nation hospital to Ambulance Services (AS) during regular duty hours on the day of admission or, if admitted after duty hours, on the following duty day with the following information: HNF name; date and time of admission; reason for admission; estimated time of stay; name of patient; FMP / last four of SSN; Date of Birth; Sponsor’s Rank and Unit. Logs data into Inpatient Tracker within 24 hours. Provide a copy of Admission Worksheet to 52 MDG Patient Admin. For AD members on PRP status Patient Liaison shall notify AS. Pilots and AD members needing an AF Form 1042 (ex. Air traffic controllers), notify AS and Flight Medicine. For AD stationed at Büchel AB, notification must be made to them directly. In case of an infectious disease (MRSA, Rota Virus, etc.), contact 52 MDG Public Health and note in tracker.

Newborn Admissions: Provides parents with “In-processing your Newborn” package and assists parents with paperwork/application for Birth Certificate; notifies Family Advocacy staff with problems or if requested. If admission occurs outside of MTF operating hours hours, contacts Landstuhl Regional Medical Center (LRMC) for mini registration in CHCS during MTF duty hours, contacts 52 MDG Beneficiary Services Representative (BSR) and schedules weight check appointments prior to discharge or calls patient with appointment.

Deaths: Provides guidance and/or assistance with death notification and coordination with City Hall.

Dispositions: Forwards Discharge Summary to 52 MDG, Referral Management Center for translation. Ensures patient has the necessary prescription(s) (preferable to 52 MDG formulary and format) and follow-up appointment with 52 MDG PCM. Reinforces/reminds patients to take discharge note to TRICARE and follow-up on any additional referrals/appointments/convalescent leave. Verbally translate HNP recommendations to PCM Nurse.

Logs data into Inpatient Tracker within 24 hours. Provides a copy of discharge note to 52 MDG Patient Admin.

6.2.1.1. PATIENT VISITS. Visits inpatients at HNFs at least once per duty day, or more frequently as necessary, to interpret during rounds with physicians and nursing staff, to explain the established medical plan, anticipated surgery and scheduled inpatient testing required for continuity of care. Provides patient status updates and any medical issues that need to be addressed to the Chief of Medical Staff on a daily basis. Provides updates to Family Advocacy nursing staff to coordinate inpatient visits at local medical facilities. Accompanies patients to local facilities/providers’ offices for outpatient visits, as requested and on a non-interference basis with primary inpatient responsibilities. Interprets/translates miscellaneous written material upon request by the TOPA Flight Commander.

Interacts with patients affected by infectious diseases. Must understand principles of blood and body fluid precautions. Participates in teleconferences as needed.

6.2.1.2. ACTIVE DUTY PERSONNEL RELIABILITY PROGRAM (PRP) AND ARMING USE OF FORCE

(AUoF) KNOWLEDGE: The Patient Liaison is responsible for knowing and adhering to the regulations and guidelines under the PRP, as outlined in DoDM 5210.42_AFMAN 13-501 and under the AUoF, as outlined in AFI 31-117, Chapter 4, Attachment 2.

6.2.1.3. TRICARE OPERATIONS AND PATIENT ADMINISTRATION. Provides inpatients with admission package and surveys as appropriate and when directed by TOPA Flight Commander/NCOIC admission paperwork may include data sheet, claim forms, Authorization and Treatment statements and BAS forms. Completes and faxes forms for Very Serious Ill (VSI) and Serious Ill (SI) patients. Coordinates supplemental care billing issues with host nation providers/facilities. Documents interactions with inpatients using multidisciplinary Progress Notes. Updates Inpatient Tracker within 24 hours of all inpatient admissions and all Emergency Room treat and release patients as soon as information is provided by hospital staff. Notifies SGH and PCM of urgent/serious changes in patient condition as needed. Thoroughly instructs inpatients on proper discharge procedures. Translates physician’s discharge letter for self care and schedules follow-up appointments as necessary.

6.2.1.4. PATIENT SENSITIVITY. The Patient Liaison shall respect and maintain the basic rights of patients, demonstrating concern for personal dignity and human relationships. Any Patient Liaison receiving complaints validated by the COR of this contract and Chief of the Medical Staff, shall be subject to counseling and, depending on the nature and severity of the complaint, separation from performing services under this contract.

6.2.1.5. RECORDS. The Patient Liaison shall be responsible for creating, maintaining, and disposing of only those Government required records which are specifically cited in this PWS or as may be required by the provisions of a mandatory directive listed in Paragraph 4 of this PWS. If requested by the Government, the Contractor shall provide the original record or a reproducible copy of any such records within five working days of receipt of the request.

6.2.1.6. PATIENT LISTS. Patient lists, regardless of detail, 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 of the MTF without prior written permission by the SGH in consultation with the MTF Privacy Officer.

6.2.1.7. COMMUNICATION. The Patient Liaison shall establish and maintain rapport with appropriate MTF staff (military and civilian) with whom interaction is essential for all care. This rapport will include open and professional communication with members of the MTF. Validated complaints shall be reported in writing to the CO for action. Failure of the Patient Liaison to correct validated complaints raised by the MTF staff and CO will be considered a failure to perform.

6.2.1.8. RELEASE OF MEDICAL INFORMATION. The Patient Liaison shall only release medical information obtained during the course of this contract to other MTF staff involved in the care and treatment of that individual patient. Additionally, the Contractor may, in the course of performing Patient Liaison duties, release medical information to parents/guardians of children, immediate family members, Mortuary/Casualty Affairs personnel, First Sergeants (acting), and Service members’ Group Life Insurance (SGLI) representatives.

6.2.1.9. PATIENT PRIVACY ACT 1974. The Patient Liaison will abide by the Patient Privacy Act. (Title 5 U.S.C. 552a).

6.2.1.10. INFECTION CONTROL AND SAFETY. The Patient Liaison shall comply with all MTF infection control and safety procedures, practices, and standards IAW AFI 44-108 dated 11 December 2014, guidelines outlined by the Center for Disease Control, and the Joint Commission National Patient Safety Goals.

6.2.1.11. THE JOINT COMMISSION, ACCREDITATION ASSOCIATION FOR AMBULATORY

HEALTHCARE. The Patient Liaison shall meet all applicable compliance standards during the performance of this contract.

6.2.1.12. HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT (HIPAA), PUBLIC

LAW 104-191, AFI 41-200, AND DOD HEALTH INFORMATION PRIVACY REGULATION, DOD

6025.18-R. The Patient Liaison will abide by the HIPAA as implemented by LAW 104-191, AFI 41-200, DoD 6025.18-R, and all applicable higher headquarters and local policy and guidance.

6.2.1.13. HOST NATION COMMUNICATION/TRANSLATION. Updates, within 24 hours, the Inpatient Tracker with accurate status reports on all inpatients, communicating diagnoses, and medical plans. Coordinates between the SGH, PCMs, and German providers to facilitate the smooth delivery of health care. Translates American physicians’ requests for civilian care, specifically a patient’s medical condition and symptoms into German.

6.2.1.14. PATIENT TRANSLATION SERVICES. Provides verbal interpretation for patients in need of urgent evaluations at Host Nation Emergency Rooms, Intensive Care Units and Coronary Care Units during highly stressful and demanding situations, applying sound judgment and calmness while psychologically and emotionally supporting patients and their family members. In case of admission, accompanies patient to receiving ward and initiates admission procedures. Provides immediate translation of the Emergency Room reports. Responds to emergency calls within 60 minutes during regular duty hours.

6.2.1.15. EXTERNAL TRANSLATION SERVICES. Escorts and interprets during VIP tours at local civilian hospitals after clearance by the Commander, Administrator, SGH, or the TOPA Flight Commander. Translates articles from local newspapers which discuss changes in local health-care policies from German to English for 52 MDG Commander, TOPA Flight Commander and 52 FW Staff. Interprets from English into German and vice versa during meetings, conferences, health consortiums, ribbon cutting ceremonies, facility inaugurations, receptions and appointments between the 52 MDG and German administration personnel.

6.2.1.16. AEROMEDICAL EVACUATION. Coordinates between local providers and 52 MDG physicians during emergency aeromedical evacuation of inpatients by collecting medical documents and translating them by departure time as specified by the Patient Administration Clerk.

6.2.1.17. OTHER SIGNIFICANT FACTS. Excellent knowledge of medical terminology is required. Basic knowledge of available office automation software as they relate to a medical facility is required (Microsoft Office programs). Must possess knowledge of customer service focused operations and be familiar with Air Force Quality Management principles. Patient confidentially and ability to deal with patient sensitive information are mandatory.

Provides excellent customer service even under stressful and difficult situations and working conditions. Displays courtesy toward coworkers and customers and maintains professional composure at all times. Requires understanding/knowledge of both HIPAA and German privacy laws/regulations. Maintains a thorough understanding of the healthcare of DoD beneficiaries.

6.2.2. ADMINISTRATION.

6.2.2.1. INFORMATION SYSTEMS. Maintains and operates computer systems to include word processing, database management, and Armed Forces Health Longitudinal Technology Application (AHLTA), formally known as Composite Healthcare Computer System (CHCS).

6.2.2.2. DATA MANAGEMENT. Compiles information for number of inpatient and outpatient visits and provides the data to TOPA Flight Commander the next duty day for completion of statistical reports. Contacts German medical facilities and private medical clinics to obtain information for various base facilities including

Clinical Laboratory, Admissions and Dispositions Office, Bioenvironmental, Physical exams, and Immunizations clinic.

6.2.2.3. PATIENT MANAGEMENT. Receives patients consistently throughout regular business hours and telephone calls giving routine information concerning the German health care system, appointment waiting times, and costs of diagnostic tests, location of hospitals and claim filing, appointment cancellation and rescheduling.

Maintains a thorough understanding of the healthcare benefits for eligible beneficiaries. Provides information on health benefits and payment procedures to beneficiaries. Assists TRICARE eligible patients with completions of TRICARE claim forms. Refers patients to the Health Benefit Advisor (HBA) for explanation of procedures beyond his/her knowledge level. Performs duties of alternate HBA in the absence of primary HBAs. Assists billing agencies to handle beneficiary patients with multiple insurance coverage. Clarifies host nation written prescriptions for the 52 MDG Pharmacy. Liaisons between medical staff and host nation social services as required.

6.2.2.3.1. Updates inpatient tracker daily, within 24-hours of admission, and ER Treat/Release, as soon as information is provided by hospital.

6.2.2.3.2. Coordinates and schedules meetings as requested by TOPA Flight Commander and/or TOPA Flight Chief. In cooperation with the SGH, organizes conferences, health consortiums, and meetings between German and American providers. Selects and books location, contacts the physicians, prepares information kits, creates, prints and mails invitations, updates and maintains attendee list.

6.2.2.3.3. Prepares correspondence letters as requested by the TOPA Flight to administration departments of local medical facilities for request of specialized services and assistance to improve current health care services to eligible beneficiaries.

6.2.2.3.4. Transmits documents to other agencies by utilizing fax machine. Maintains current, detailed information on German medical facilities regarding number of beds, departments, specialty services, emergency services, and helicopter pad capabilities.

7. SPECIFIC TASKS MEDICAL TRANSLATOR

7.1. Contractor resides in the clinic and is responsible for translating, processing, maintaining, and releasing medical records and referrals. Contractor is required to compile or extract medical records data to ensure compliance with regulatory requirements.

7.1.1. Works closely with Referral Management Center (RMC) staff to provide official medical translation from German to English on host nation (HN) medical reports received in the RMC.

7.1.2. Initiates and locates patient medical records as needed; scans medical report results and translations into the Healthcare Artifact and Image Management Solution (HAIMS) system as required.

7.1.3. Translates HN provider medical reports “on-the-spot” and urgently from German to English and English to German as needed.

7.1.4. Translates MTF provider reports “on-the-spot” and urgently from German to English and English to German as needed.

7.1.5. Translates command sponsorship packages as needed.

7.1.6. Translates TRICARE Prime requests older than one (1) year as needed.

7.1.7. Provides medical report translations for retiree members as needed.

7.1.8. Provides medical report translations for TRICARE Select beneficiaries as needed.

7.1.9. Maintains translating a minimum of 1.5 medical report pages per hour and a performance threshold of 99% accuracy of all final reports submitted to the 52 MDG. The 99% accuracy measurement is defined as the final report is free from any defects in either language structure and/or transcription of content (e.g. laboratory results and their accompanying units of measure). As such, the contractor shall provide complete and accurate rendering of medical documentation (i.e. source material) into grammatically and colloquially correct products in the written English language.

7.2. PERFORMANCE QUALIFICATIONS. Contractor shall meet the following minimum qualifications:

7.2.1. MEDICAL. Contractor shall maintain patient confidentially and ability to deal with sensitive patient information. Requires understanding/knowledge of both HIPAA and German privacy laws/regulations. Maintains a thorough understanding of the healthcare of DoD beneficiaries.

7.2.2. GENERAL. Contractor must possess a High School diploma or equivalent (i.e. GED) degree. Proof of education must be submitted to the CO prior to beginning employment. The work is primarily sedentary; however, there may be some physical demands and requirements, including, prolonged walking, standing, sitting or bending.

Basic knowledge of available office automation software as they relate to a medical facility is required (i.e.

Microsoft Office programs). Contractor shall display courtesy and respect towards all co-workers and customers and maintain his/her professional composure at all times

7.2.3. TYPING/LANGUAGE REQUIREMENTS. Contractor shall be able to type with a minimum of 40 words per minute and have the ability to read, speak and write in English and German at a level 4 proficiency, certificates are required at beginning of employment. Reference section 1.2.5.1.1 for full definitions. The Contractor shall provide a significant service as a translator between the German health care providers and American medical health care beneficiaries.