Attachment 5- Incumbent Information and PHIRMAC Data- Amendment 5.pdf
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- Solicitation number
- HT941026R2001
- Issued by
-
Defense Health Agency
About this file
This document provides incumbent contractor information and baseline data for Integrated Resource Management and Appointment Center (IRMAC) services supporting Military Treatment Facilities (MTFs) in the Puget Sound region of Washington state and Hawaii.
Currently, IRMAC services in Puget Sound are consolidated under Federal Staffing Resources LLC (Contract W81K0422C0015), covering Patient Appointing Services (PAS), Clear and Legible Reports (CLR), and Referral Management Services (RMS). In Hawaii, services are fragmented across multiple contractors: POHAKU PACIFIC LLC provides General Clerk III Services at Tripler Army Medical Center, and Caban Resources LLC provides Medical Clerical and Appointment Clerk services and Beneficiary Services Representative services at Naval Health Clinic Hawaii. The combined Puget Sound and Hawaii military health system serves approximately 385,000-387,000 beneficiaries across Active Duty, Active Duty Family Members, Retirees, and other eligible populations. Projected annual call volume is 966,000 calls (726,000 inbound, 240,000 outbound), with Puget Sound averaging 33,275 inbound and 11,000 outbound calls monthly, and Hawaii averaging 27,225 inbound and 9,000 outbound calls monthly. Historical workload data shows approximately 600,000 referrals and 607,000 clear and legible reports processed across both regions over 24 months. The estimated staffing model for Hawaii IRMAC consolidation includes 45 FTEs for Patient Appointing Services (2 supervisors, 3 leads, 40 clerks) and 39 FTEs 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), though offerors are 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
Puget Sound Total Enrollment
BENCAT Sep-25 Oct-25 Nov-25 Dec-25 Jan-26 Feb-26
AD
86,976
86,066
85,365
85,636
85,755
85,118
ADFM
77,186
76,380
75,675
76,092
75,998
75,838
OTHER
38,359
38,394
38,180
38,053
38,006
37,902
RET
26,174
26,098
26,074
25,965
25,873
25,824
Grand Total
228,695
226,938
225,294
225,746
225,632
224,682
Hawaii Total Enrollment
18,271
18,452
19,212
19,523
19,808
20,193
34,002
33,810
34,783
34,264
34,107
33,978
67,122
67,489
67,401
67,501
67,350
67,223
39,274
39,337
39,359
39,393
39,429
39,478
158,669
159,088
160,755
160,681
160,694
160,872
Combined Puget Sound and Hawaii Totals
105,247 104,518
104,577
105,159
105,563
105,311
111,188
110,190
110,458
110,356
110,105
109,816
105,481
105,883
105,581
105,554
105,356
105,125
65,448
65,435
65,433
65,358
65,302
65,302
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
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