Attachment 5- Incumbent Information and PHIRMAC Data- Amendment 4.pdf
PDF 243 KB Posted
- Solicitation number
- HT941026R2001
- Issued by
-
Defense Health Agency
About this file
This document contains incumbent contractor information and workload data for Integrated Resource Management and Administrative Control (IRMAC) services supporting Military Treatment Facilities (MTFs) in the Puget Sound region of Washington state and Hawaii.
Currently, IRMAC services in Puget Sound are provided by Federal Staffing Resources LLC under contract W81K0422C0015, covering Patient Appointing Services (PAS), Clear and Legible Reports (CLR), and Referral Management Services (RMS) labor segments. Hawaii MTF services are fragmented across three separate contractors: POHAKU PACIFIC LLC provides General Clerk III services at Tripler Army Medical Center, while Caban Resources LLC provides medical clerical and beneficiary services at Naval Health Clinic Hawaii under two distinct contracts. The combined eligible population across both regions totals approximately 385,554–386,427 beneficiaries, encompassing Active Duty, Active Duty Family Members, Retirees, and other eligible populations. Projected annual call volumes total 966,000 calls (726,000 inbound, 240,000 outbound), with Puget Sound averaging 44,275 monthly calls and Hawaii averaging 36,225 monthly calls. Historical workload data indicates approximately 600,000 referrals and 607,000 clear and legible reports across both regions over 24 months. The estimated staffing model for consolidated Hawaii IRMAC services proposes 84 total FTE positions: 45 FTE for Patient Appointing Services (2 supervisors, 3 leads, 40 clerks) and 39 FTE for Referral Management Services (1 RN supervisor, 2 RNs, 3 LPNs, 1 RMS supervisor, 2 RMS leads, 18 RMS clerks, 1 CLR supervisor, 1 CLR lead, and 10 CLR clerks). The document notes this staffing estimate is provided for reference only, with offerors required to propose their own staffing models.
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Incumbent Information
Currently, IRMAC services have been provided to Military Treatment Facilities (MTFs) in the Puget Sound region of Washington state. There is no consolidated IRMAC services for MTFs in Hawaii however see table below for incumbent information for services.
Contract # Contractor Item/ Service Labor Segments/ Area of Responsibility
W81K0422C0015 Federal Staffing
Resources LLC
IRMAC services PAS, CLR, RMS Washington State
MTFs
W911W417D0018/
W81K0225F0014
POHAKU PACIFIC
LLC
General Clerk III
Services
RMS, PAS, Info
Desk
Tripler Army Medical
Center
HT001418D0008/
HT941023F0005
Caban Resources
LLC
Medical Clerical and Appointment
Clerks
Clerical Appointing
Services (CAS)
Naval Health Clinic
Hawaii
HT001418D0008HT
941024F0080
Caban Resources
LLC
Beneficiary Services
Representative, Advance Office
Clerk, Medical
Office Clerk
CAS, RMS Naval Health Clinic
Hawaii
Puget Sound and Hawaii Military Health System Population and Enrollment Summary
Combined Totals
BENCAT Sep-25 Oct-25 Nov-25 Dec-25 Jan-26 Feb-26
AD
105,247 104,518
104,577
105,159
105,563
105,311
ADFM
111,188
110,190
110,458
110,356
110,105
109,816
OTHER
105,481
105,883
105,581
105,554
105,356
105,125
RET
65,448
65,435
65,433
65,358
65,302
65,302
Grand
Total
387,364
386,026
386,049
386,427
386,326
385,554
Data source: MDR/VM6BEN/Beneficiary Level Extracted: September 2025
Eligible populations are based on MTF Prime Service Areas (PSA). PSAs encompass the entire area of all zip codes within or intersected by a 40 mile radius around MTFs.
The beneficiary category is broken out by AD - Active Duty, ADFM - Active Duty Family Member, RET - Retiree, and RETFM/OTH - Retiree Family Members, survivors, and others. Those enrolled to the Uniformed Services
Family Health Plan (USFHP) are included within respective beneficiary category.
PUGET SOUND AND HAWAII CALL VOLUME PROJECTIONS
Projected Annual Call Volume
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Inbound 60,500 60,500 60,500 60,500 60,500 60,500 60,500 60,500 60,500 60,500 60,500 60,500 726,000
Outbound 20,000 20,000 20,000 20,000 20,000 20,000 20,000 20,000 20,000 20,000 20,000 20,000 240,000
966,000
Puget Sound IRMAC average call per month for inbound is 33,275, outbound call is 11,000
Hawaii IRMAC average call per month for inbound is 27,225, outbound call is 9,000
RMS HISTORICAL WORKLOAD
Approximately 600,000 Referrals across Puget Sound and Hawaii over 24 months
CLEAR AND LEGIBLE REPORTS HISTORICAL WORKLOAD
Approximately 607,000 Clear and Legible Reports across Puget Sound and Hawaii over 24 months
Estimated Staffing for Hawaii IRMAC
• HIRMAC Patient Appointing
Services Estimated FTE: 45
• PAS Supervisors: 2
• PAS Leads: 3
• PAS Clerks: 40
• HIRMAC Referral Management Services Estimated FTE: 39
• RN Supervisor: 1
• RNs: 2
• LPNs: 3
• RMS Supervisor: 1
• RMS Leads: 2
• RMS Clerks: 18
• CLR Supervisor: 1
• CLR Lead: 1
• CLR Clerks: 10
*Estimate only. Offerors must propose their own staffing model
File details come from the government source that posted it. Updated .