PWS PLS_Medical Translator GK_Final.doc

PERFORMANCE WORK STATEMENT FOR

PATIENT LIAISON &

MEDICAL TRANSLATION SERVICES

GEILENKIRCHEN NATO AIR BASE

(NON-PERSONAL SERVICE)

01/22/2020 Table of Contents

Subject/Section

Page Number

1. General

2. Service Summary

3. Definitions and Acronyms

4. Government Furnished Property and Services

5. Contractor Furnished Items and Services

6. Specific Tasks

7. Applicable Publications and Forms

8. Historical Workload Data for Medical Translators and Patient Liaisons

1. GENERAL

1.1. SCOPE OF WORK. The Contractor shall provide both Patient Liaison and Medical Translation services required for eligible health care beneficiaries as scheduled by the Government for 470th Medical Flight/Geilenkirchen Air Base (AB), Germany, 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 and/or Dutch health care system for emergencies, inpatient stays and outpatient referral appointments. Performance for both Patient Liaison and Medical Translation services shall be according to the requirements contained in this Performance Work Statement (PWS), and professional standards of The Joint Commission (TJC) and Health Insurance Portability & Accountability Act (HIPAA). The contract employee assigned to translator duties shall not be the same contract employee(s) assigned to patient liaison duties.

1.2. PERSONNEL.

1.2.1. POINT OF CONTACT (POC). The Contractor shall provide a 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. 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. Points of contact within the MTF will be the TRICARE Operations Functional Requirements Evaluator Designee (FRED) and the Contracting Officer Representative (COR).

1.2.2. HOURS OF PERFORMANCE.

1.2.2.1. AVAILABILITY: The Patient Liaisons shall be available for patient needs every day of the week, including Saturdays and Sundays, from 0800-1700, with the exception of German federal holidays. On a case by case basis, the liaisons may be required to provide services on German Federal holidays, if beneficiary needs, inpatient admissions, or other requirements are present. When the clinic is open (Mon-Thur 0800-1700, Fri 0800-1430), Patient Liaisons are expected to be present if they are not with a patient at an external medical facility, unless coordinated with the FRED. Outside of normal weekday clinic hours, but still within the hours of 0800-1700, Patient Liaisons are authorized to work remotely as long as they can be reached via phone and be present at a local hospital within 60 minutes.

For Medical Translation support, the Contractor shall provide clerical/administrative support in the MTF. The contract employee assigned to translation duties shall review, translate, process, maintain, and release medical records and referrals. In addition, the contract employee is required to compile or extract medical records data to ensure compliance with regulatory requirements. They will translate pharmaceutical prescriptions from off-base when necessary. The Medical Translation services are to be performed in the MTF. Typically, the MTF’s operating hours are Mon-Thur 0800-1700 and Fri 0800-1430; with the exception of German federal holidays however, hours may be modified during surge activities. Hours are subject to change as mutually agreed between the COR and the Contractor, however, the total number of hours will not exceed 40 hours per week. Lunch periods are not payable periods, but will be coordinated by the FRED and scheduled with the contract employee. Commuting time to and from required place of performance is not compensable by the Government. In no case will overtime be authorized or paid. The translation contract employee must be able to respond to incoming work requests within two hours and complete approximately 1.5 pages an hour. In the event of unplanned closure of the MTF due to natural disaster, military emergency, severe weather, security threat, or a facility-related problem that prevents the contract employee from performing services under this contract, the contract employee shall follow the same departure and reporting directions given to Government personnel.

1.2.2.2. TELEWORKING is only authorized for patient liaisons when the MTF is not open. When teleworking, liaisons should be by their on-call phone at all times and MTF staff may ask liaisons to perform additional duties, outlined within this PWS, during this time. Medical Translation services are not authorized to telework.

1.2.2.3.

SCHEDULING. The COR or the FRED will be responsible for communicating with the contract employee regarding scheduling issues. The FRED may act as POC after normal duty hours, weekends, and German holidays. In such cases, the COR will confirm all actions on the next normal working day.

1.2.3. ARRANGE FOR REPLACEMENT STAFF. The Contractor shall notify the COR when a scheduled contract employee cannot fill a shift due to illness or emergency. Notification shall be as early as possible, but, no later than two hours after start of scheduled shift. The Contractor’s POC shall arrange for coverage when the employee will be unable to provide services for one or more scheduled shifts.

1.2.4. WORK ROSTER. Proposed work schedule changes shall be submitted to the FRED at least seven duty days in advance. The FRED or designee shall have the right to adjust the contract employee’s schedule.

1.2.5. PERSONNEL REQUIREMENTS.

1.2.5.1. LANGUAGE REQUIREMENT. Patient Liaisons and Medical Translators shall read, understand, speak, and write German, Dutch, and English for the MTF to the level indicated in the below Personnel Language Requirement (Para 1.2.5.1.1). All languages should be spoken with sufficient structural accuracy and vocabulary pronunciation effectively in most formal and informal conversations on practical and professional topics. For Medical Translation Services, the offeror shall provide personnel who have a medical background and who meet the language proficiency level 4 (Read/Speak/Write) in English, Dutch, and German at the beginning of their employment. This can be demonstrated through proof of at least two of the following four criteria: (1) A translator certification (German-English/English-German, Dutch-English/English-Dutch), (2) a medical interpreter certification, (3) 12 months experience as a medical translator (German-English/English-German, Dutch-English/English-Dutch), (4) 12 months of general healthcare work experience. Candidates may meet the requirement combining the last two criteria with 24 months of medical translator experience (German-English/English-German, Dutch-English/English-Dutch). Medical Translators claiming criteria 1 must hold and maintain proper credentials as German-English/English-German, Dutch-English/English-Dutch translator. One of the following certifications will meet criteria 1: Bachelor of Arts in Translation/Interpretation, Diplom Uebersetzer/Dolmetscher, Staatlich gepruefter Uebersetzer, Staatlich anerkannter Uebersetzer, US State Department certified translator, or other international or national organizations like American Translators Association, International Interpreters Association, etc. All translating in writing will be done verbatim based on writer documentation received and transcribing. In particular, the translator employee shall be able to type with a minimum of 40 words per minute. All translating in writing will be done verbatim based on writer documentation received and transcribing. Correct grammar, spelling, punctuation, capitalization, and format to prepare written correspondence, forms or reports is required.

Must possess knowledge of customer service focused operations. Patient confidentially and ability to deal with patient sensitive information are required. The contract employee should display courtesy toward coworkers and customers and maintains professional composure all the times. Additionally, the contact employee should understand both HIPAA and German and/or Dutch privacy laws/regulations. Contractor personnel performing this duty shall be knowledgeable in health records administration, telephone etiquette, office management methods, and possess excellent communications and customer service skills, a strong organizational background, and computer operations experience to include Microsoft Windows and spread sheet type applications.

1.2.5.1.1. Contractor shall provide personnel who meet the language proficiency level at the beginning of their employment. Contractor employees who fail to demonstrate the required proficiency may request one repeat demonstration of language capability within 30 calendar days. Failure to satisfy language proficiency requirements shall have the effect of the position being considered vacant and the Contractor will be required to have a replacement within three days of the repeat demonstration failure. The 470 MTF requires Contractors to meet minimum English, German and Dutch language proficiency levels of 4, as proficiency levels outlined in Bureau for International Language Coordination (BILC) STANAG 6001 Edition 5 dated 11 December 2014.

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 get the general idea of 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 intelligible. Can usually handle elementary constructions quite accurately but does not have thorough or confident control of the grammar.

· 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 grasp 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. CRIMINAL BACKGROUND CHECK REQUIREMENT.

1.2.5.2.1. The Government will conduct criminal history background checks (CHBC) on individuals providing services under this contract, using the procedures set forth in the most recent versions of Department of Defense (DoD) Instruction 1402.5 and Medical Group Instruction (MDGI) 31-501. Background checks will be based on fingerprints of individuals obtained by a Government law enforcement officer and inquiries conducted through the Federal Bureau of Investigation (FBI) and state criminal history repositories.

1.2.5.2.2. With the written consent of the MTF Director, Contractors may provide contract services prior to completion of background checks. However, new contract employees will remain under the supervision of a staff member whose back-ground check has been completed.

1.2.5.2.3. 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.

1.2.5.2.4. 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.

1.2.5.2.5. CHBC’s must be repeated every five years.

1.2.5.2.6. 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.

1.2.6. IDENTIFICATION. Contractors shall comply with the local installation and MTF personnel identification and access requirements. Each employee shall wear a visible security identification badge, provided by the military installation or the MTF, on the front of his/her outer clothing above waist level. The badge must show the full name, title and the word “Contractor” in front. The MTF will provide the paperwork to request identification badges. The contract employee shall immediately report any lost or stolen badges to the FRED. The employee shall turn in all identification badges to the FRED, or his/her designated representative upon termination of their services under this contract.

1.2.7. APPEARANCE.

1.2.7.1. 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.

1.2.7.2. 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.

1.2.8. 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.

1.2.9. CONFLICT OF INTEREST (COI). 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.

1.3. EDUCATION AND TRAINING REQUIREMENTS.

1.3.1. FORMAL EDUCATION. High school diploma or equivalent.

1.3.2. EXPERIENCE. Previous experience in a customer care, mediation, patient, and a service user focused role (including dealing with complaints). Should have excellent listening and communication skills to deal with complex and sensitive situations.

1.4. HEALTH REQUIREMENTS:

1.4.1. Certification of current physical examination for each employee will 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 examination prior to commencement of work and annually thereafter. The Patient Liaison shall report to 470 MTF Public Health for enrollment in the employee health program.

1.4.3. No later than five working days prior to commencement of work, certification shall be provided to the COR that the Patient Liaison 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 contract employee’s responsibility to report (to the appropriate MTF staff member) 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 injuries or life threatening medical emergencies occurring while on duty.

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 contractor 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. NATIONAL AGENCY CHECKS. The contract employee shall comply with the DoD 5200.02, Personnel Security Program, and AFMAN 33-152, Communications and Guidance for Information Systems, requirements for Contractor personnel operating Government workstations that have unclassified automated information systems (e-mail, MIS, CAMS, Internet, etc.). A request for National Agency Checks (NAC), on Contractor personnel hired at the beginning of the contract shall be submitted to the Government not later than 15 working days from the contract start date. Request for NACs on Contractor personnel hired subsequent to the contract start date shall be submitted to the Government not later than five workdays from the employee’s first duty day. Contractor personnel receiving unfavorable NAC’s shall not be authorized access to the base.

2. SERVICE SUMMARY (SS)

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.

1.2.8 1.8

Customer Complaint

5. Within 24 hours of admission (where possible in accordance with duty hours), patient liaison visits patients hospitalized in host nation facilities within a 45 mile radius of Geilenkirchen AB including, but not limited to, hospitals listed in PWS.

Visits inpatients at HNFs upon initial admission, 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

Customer Complaint

6. Patient liaison updates inpatient tracker daily, within 24-hours of admission (where possible in accordance with duty hours) and ER Treat/Release as soon information is provided by hospital. (Exception: if the 24-hr period falls on a German Holiday, the requirement is extended to the next duty day).

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

Customer Complaint

3. DEFINITIONS AND ACRONYMS

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

AFI – Air Force Instruction

CFR – Code of Federal Regulations

CHBC – Criminal History Background Check COI – Conflict of Interest

COR – Contracting Officer’s Representative

DOD – Dept. of Defense

ER – Emergency Room FRED – Functional Requirements Evaluator Designee HBA – Health Benefits Advisor HIPAA – Health Insurance Portability and Accountability Act HNF – Host Nation Facility IAW – In Accordance With MDGI – Medical Group Instruction NAC – National Agency Checks NCOIC – Non Commissioned Officer in Charge

PCM – Primary Care Manager PRAP – Personnel Reliability Assurance Program RM – Risk Management SGH – Chief of Medical Staff TOPA – TRICARE Operations and Patient Administration

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 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).

3.4. 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 (QC). 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 470 MTF.

3.11. PATIENT LIAISON & TRANSLATOR. Both Patient Liaison and Medical Translation contract employees provide beneficiary support for the 470 MTF, Military Treatment Facilities, Dutch and German medical treatment facilities, interpreting German and/or Dutch to English language, medical terminology, notification of Seriously Ill (SI), Very Seriously Ill (VSI) messaging to 470 MTF leadership.

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

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. APPLICABLE PUBLICATIONS AND FORMS. The MTF will provide required Government forms used in the performance of services. Publications and forms are available electronically through the internet and are maintained by the Government. Supplements or amendments to listed publications and/or forms from any organizational level may be issued during the life of this contract. Should any publication or form revision cause a change in the contractor’s processes, procedures and/or standards of operation, the contractor shall advise the CO of such changes in writing within 30 days of receipt of the publication or form revisions. DoD Directives can be found at http://www.dtic.mil/whs/directives/corres/dir.html . Regulations are followed by a “-R” (e.g., DoD 6025.18-R) and can be located on the website by clicking on “Publications” instead of “Directives.”

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 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. HOUSEKEEPING. The Government as part of the MTF housekeeping contract will provide routine housekeeping.

4.5.3. 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 (s) and Medical Translator(s) 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

4.5.3.1. The Government will not schedule the contract employee to provide services at the same time the Government schedules the employee to attend training, meetings, conferences, etc.

4.5.3.2. Annual Training: The contract employee shall attend Government provided annual training which will include but is not limited to topics such as safety, QA/Records Management/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 hours total per individual.

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

4.5.3.4. Unit Specific Orientation: The contract employee shall participate in the MTF unit specific orientation to include but not limited to topic such as, regulations specific to their professional specialty, hospital, and Air Force policy and procedures at the Government expense.

4.5.4. 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 (IAW) 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 Section C-3 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 and annually thereafter.

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

5.5. REPLACEMENT OF CONTRACTOR OWNED/CONTRACTOR OPERATED EQUIPMENT. If, in the judgment of the biomedical equipment maintenance section personnel, a piece of Contractor owned/Contractor operated equipment is unsafe, based on diagnostic testing and established industry standards, it shall be tagged as unserviceable and removed from use. Replacement of said equipment will be at the Contractor’s expense.

6. SPECIFIC TASKS

6.1. GENERAL. Patient Liaison 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 PATIENT LIAISON 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: Within 24 hours of admission, visits patients hospitalized in host nation facilities within a 45 mile radius of Geilenkirchen AB including but not limited to St. Elisabeth Krankenhaus (Geilenkirchen), Aachen University, Städtisches Krankenhaus Heinsberg and Atrium Hospital (Heerlen).

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. Within six hours after admission notification by a local host nation hospital of a 470 MTF active-duty admission, notifies TOPA leadership and provides 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; and Sponsor’s Rank and Unit. Log data into Inpatient Tracker within 24 hours. Exception: if the 24-hr period falls on a German Holiday, the requirement is extended to the next duty day. In case of an infectious disease (MRSA, Rota Virus etc.), contact 470 MTF 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. If requested, or if admission occurs after MTF hours, contacts Landstuhl Regional Medical Center (LRMC) for mini registration in CHCS. During MTF duty hours, contacts 470 MTF Beneficiary Services Representative (BSR). 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: Forward Discharge Summary to 470 MTF, Referral Management Center for translation. Ensure patient has the following: necessary prescription(s) (preferable to 470 MTF formulary and format); follow-up appointment with 470 MTF Primary Care Manager (PCM). Reinforce/remind patients to take discharge note to TRICARE and follow-up on any additional referrals/appointments/convalescent leave. Verbally translate HNP recommendations to PCM Nurse. Log data into Inpatient Tracker within 24 hours. Exception: if the 24-hr period falls on a German Holiday, the requirement is extended to the next duty day. Provides a copy of discharge note to 470 MTF Patient Admin.

6.2.1.1. PATIENT VISITS. Visits inpatients at HNFs upon initial admission, or more frequently as necessary, to interpret/translate during rounds with physicians and nursing staff and explain the established medical plan, anticipated surgery, and scheduled inpatient testing required for continuity of care. Provides patient status update and any medical issues that need to be addressed to the Chief of Medical Staff (SGH) on a daily basis. 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 FRED. 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 ASSURANCE PROGRAM (PRAP) KNOWLEDGE: The Patient Liaison and Medical Translator is responsible for knowing and adhering to the regulations and guidelines under the PRAP, as outlined in DoDM 5210.42, AFMAN 13-501, and under the AUoF, as outlined in AFI 31-117.

6.2.1.3. TRICARE OPERATIONS AND PATIENT ADMINISTRATION. Provides inpatients with admission package and surveys as appropriate and when directed by FRED/NCOIC admission paperwork may include data sheet, claim forms, Authorization and Treatment statements, and BAS forms. Completes and faxes forms for Very Seriously Ill (VSI) and Seriously 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. Exception: if the 24-hr period falls on a German Holiday, the requirement is extended to the next duty day. Notifies the SGH and PCM if urgent/serious changes in patient condition as needed. Thoroughly instructs inpatients on proper discharge procedures.

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 SGH, 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 Section 6 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 contracting officer 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, and Service members’ Group Life Insurance (SGLI) representatives.

6.2.1.9. PRIVACY. The Patient Liaison and Medical Translator will follow applicable privacy and information protection laws, U.S. directives and guidance as required. This includes, but is not limited to, the Privacy Act of 1974 (Title 5 U.S.C. 552a), the Health Insurance Portability and Accountability Act (HIPAA), Public Law 104-191, AFI 41-200, Health Insurance Portability And Accountability Act (HIPAA), and DoD 6025.18, Implementation of the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule in DoD Health Care Programs, as well as all applicable higher headquarters and local policy and guidance.

6.2.1.10. INFECTION CONTROL AND SAFETY. Patient Liaisons and Medical Translators 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. Patient Liaisons and Medical Translator shall meet all applicable compliance standards during the performance of this contract.

6.2.1.12. HOST NATION COMMUNICATION. The Patient Liaison will update an Inpatient Tracker within 24 hours of Patient admittance with accurate status reports on all inpatients, communicating diagnoses, and medical plans. Coordinates between the SGH, PCMs, and German and/or Dutch providers to facilitate the smooth delivery of health care.

6.2.1.13. PATIENT TRANSLATION SERVICES. Patient Liaisons provide 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. Respond to emergency calls within 60 minutes during regular duty hours. Provides immediate translation of the Emergency Room reports.

6.2.1.14. EXTERNAL TRANSLATION SERVICES. Patient Liaison escorts and interprets during VIP tours at local civilian hospitals after clearance by the Commander, Administrator, SGH, or the FRED. Translates articles from local newspapers which discuss changes in local health-care policies from German and/or Dutch to English for 470 MTF Commander and 470 ABS Staff. Interprets from English into German and/or Dutch and vice versa during meetings, conferences, ribbon cutting ceremonies, facility inaugurations, receptions, and appointments between the 470 MTF and German and/or Dutch administration personnel.

6.2.1.15. AEROMEDICAL EVACUATION. Patient Liaison coordinates between local providers and 470 MTF physicians during emergency aeromedical evacuation of inpatients by collecting medical documents and translating them by departure time as specified by the Patient Administration Clerk.

6.2.2. ADMINISTRATION FOR PATIENT LIAISONS AND TRANSLATORS.

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. Patient Liaisons compile information for number of inpatient and outpatient visits and provides the data to 470 MTF/SGST monthly for completion of statistical reports. Contacts German/Dutch 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. Patient Liaisons receive patients consistently throughout regular business hours and telephone calls giving routine information concerning the German/Dutch health care system, appointment waiting times, and costs of diagnostic tests, location of hospitals, 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 470 MTF Pharmacy. Liaisons between medical staff and host nation social services as required.

6.2.2.3.1. Patient Liaisons update inpatient tracker daily, within 24-hours of admission, and ER Treat/Release as soon information is provided by hospital. Exception: if the 24-hr period falls on a German Holiday, the requirement is extended to the next duty day.

6.2.2.3.2. Patient Liaisons coordinate and schedule meetings, as requested, with FRED and/or TOPA leadership. In cooperation with the SGH, organizes conferences and meetings between German and American providers. Selects and books location, contacts physicians, prepares information kits, prints and mails invitations, updates and maintains attendee list.

6.2.2.3.3. Patient Liaisons prepare correspondence letters, as requested by the TOPA, 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. Patient Liaisons transmit documents to other agencies by utilizing fax machine. Maintains current, detailed information on German and/or Dutch medical facilities regarding number of beds, departments, specialty services, emergency services, and helicopter pad capabilities.

PRIVACY OF PROTECTED HEALTH INFORMATION

6.2.3. DEFINITIONS.

6.2.3.1. INDIVIDUAL. Same meaning as the term “individual” in 45 CFR 164.501 and shall include a person who qualifies as a personal representative in accordance with 45 CFR 164.502(g).

6.2.3.2. PRIVACY RULE. The Standards for Privacy of Individually Identifiable Health Information at 45 CFR part 160 and part 164, subparts A and E.

6.2.3.3. PROTECTED HEALTH INFORMATION. Same meaning as the term “protected health information” in 45 CFR 164.501, limited to the information created or received by the Contractor from or on behalf of the Government.

6.2.3.4. REQUIRED BY LAW. Same meaning as the term “required by law” in 45 CFR 164.501.

6.2.3.5. SECRETARY. The U.S. Secretary of the Department of Health and Human Services, or his/her designee.

6.2.3.6. Terms used, but not otherwise defined, in this Agreement shall have the same meaning as those terms in 45 CFR 160.103 and 164.501.

6.2.3.7. PROTECTED HEALTH INFORMATION. The Contractor agrees to not use or further disclose Protected Health Information (PHI) other than as permitted or required by the contract or as required by law.

6.2.3.8. The Contractor agrees to use appropriate safeguards to prevent use or disclosure of the PHI other than as provided for by this PWS.

6.2.3.9. The Contractor agrees to mitigate, to the extent practicable, any harmful effect that is known to the Contractor of a use or disclosure of PHI by the Contractor in violation of the requirements of this PWS.

6.2.3.10. The Contractor agrees to report to the Government any use or disclosure of the PHI not provided for by this PWS.

6.2.3.11. The Contractor agrees to ensure that any agent, including a subcontractor, to whom it provides PHI received from, or created or received by the Contractor on behalf of the Government, agrees to the same restrictions and conditions that apply through this PWS to the Contractor with respect to such information.

6.2.3.12. The Contractor agrees to provide access, at the request of the Government, and in the time and manner designated by the Government to PHI in a designated record set, to the Government or, as directed by the Government, to an Individual in order to meet the requirements under 45 CFR 164.526.

6.2.3.13. The Contractor agrees to make any amendment(s) to protected health information in a designated record set that the Government directs or agrees to pursuant to 45 CFR 164.526 at the request of the Government or an…