PWS Add 14 FTEs To Call Center HT941022F0011.docx

Department of Defense Defense Health Agency Medical Support Services (MSS)

Task Order Performance Work Statement Service Type I

Labor Category:

Location: Naval Medical Center San Diego, and other Naval Branch Health Clinics affiliated with Naval Medical Center San Diego

Date: 02/1/2023

DEFENSE HEALTH AGENCY MEDICAL SUPPORT SERVICES PERFORMANCE WORK STATEMENT

1. Introduction: Naval Medical Center San Diego (NMCSD) and outlying clinics require medical support services to support the local mission using three (3) labor categories off of the Defense Health Agency (DHA) strategic sourcing program. NMCSD and its outlying clinics are located in the state of California.

Directorate Branch Clinic (DBC):

The health clinic is a TRICARE Prime facility that serves active duty, their family members, eligible retired military personnel, and their families. This position will support the San Diego Military Appointing Center, Naval Health Branch Clinics and Dental Clinics by providing information to Active Duty Service members, facility staff, local and remote commands as applicable. The Advanced Office Clerk will provide a wide range of clerical/administrative support within Branch Health and Dental outpatient clinics. Schedules appointments in Composite Health Care Systems (CHCS/AHLTA) or MHS GENESIS for primary care, specialty and subspecialty medical care. In addition, schedules requested appointments, this position will call patients to schedule, reschedule, and/or cancels appointments as needed, to include appointments for consult/referral specialty care within the MTF. Serves as a medical records technician to process and maintain inpatient, outpatient or ambulatory procedure unit medical records. Compile or extract medical records data to ensure compliance with regulatory requirements.

Directorate of Clinical Support Services (DCSS):

The health clinic is a TRICARE Prime facility that serves active duty, their family members, eligible retired military personnel, and their families. This position will support the Clinical Support Services by providing information to Active Duty Service members, DOD beneficiaries, local and remote commands as applicable. The Advanced Office Clerk will provide a wide range of clerical/administrative support within Breast Health Center, Radiology Department, San Diego Military Appointing Center and Physical & Occupational Therapy Department outpatient clinics. Schedules appointments in Composite Health Care Systems (CHCS/AHLTA) or MHS GENESIS for primary care, specialty and subspecialty medical care. In addition, to scheduling requested appointments, this position will call patients to schedule, reschedule, and/or cancels appointments as needed, to include appointments for consult/referral specialty care within the MTF. Serves as a medical records technician to process and maintain inpatient, outpatient or ambulatory procedure unit medical records. Compile or extract medical records data to ensure compliance with regulatory requirements.

Directorate for Mental Health (DMH):

The health clinic is a TRICARE Prime facility that serves active duty, their family members, eligible retired military personnel, and their families. This position will support the Mental Health Departments by providing services to Active Duty Service members, facility staff, local and remote commands and military personnel support offices as applicable. The Advanced Office Clerk will provide clerical/administrative support. Schedules appointments in Composite Health Care Systems (CHCS/AHLTA) or MHS GENESIS for primary care, specialty and subspecialty medical care. In addition to scheduling requested appointments, this position will call patients to schedule, reschedule, and/or cancels appointments as needed, to include appointments for consult/referral specialty care within the MTF. Serves as a medical records technician to process and maintain inpatient, outpatient or ambulatory procedure unit medical records. Required to compile or extract medical records data to ensure compliance with regulatory requirements. The Advanced Office Clerk will be assigned to various clinics, centers or wards within Naval Medical Center San Diego, CA or any of the Naval Branch Health Clinics to include Traumatic Brain Injury, Substance Abuse and Rehabilitation Program, Acute Psychiatry, Child Psychiatry, Psychiatric Transition Program, San Diego Military Appointing Center, and Mental Health Departments to include outlying clinics at Marine Corps Air Station (MCAS) Miramar, Marine Corps Recruit Depot (MCRD), and Naval Base San Diego.

Directorate of Surgical Services (DSS):

The health clinic is a TRICARE Prime facility that serves active duty, their family members, eligible retired military personnel, and their families. This position will support the Directorate of Surgical Services by providing information to Active Duty Service members, facility staff, local and remote commands as applicable. The Medical Office Clerk will provide a wide range of clerical/administrative support in wards and clinics within the Directorate of Surgical Services. Greets patients/visitors at a front desk, information center or office setting. Answers main office phone lines, schedule medical appointments, obtains updates and file medical records as needed. Conducts end of day process at close of business and resolves any delinquent or pending appointments in computer system.

Navy Comprehensive Pain Management Clinic: (PAIN):

The health clinic is a TRICARE Prime facility that serves active duty, their family members, eligible retired military personnel, and their families. This position will support the Directorate of Surgical Services at Naval Medical Center San Diego and its satellite location at Naval Amphibious Base by providing information to Active Duty Service members, facility staff, local and remote commands as applicable. The Medical Office Clerk will provide a wide range of clerical/administrative support in wards and clinics within the Directorate of Surgical Services. Greets patients/visitors at a front desk, information center or office setting. Answers main office phone lines, schedule medical appointments, obtains updates and file medical records as needed. Conducts end of day process at close of business and resolves any delinquent or pending appointments in computer system.

Directorate for Medical Services (DMS):

The health clinic is a TRICARE Prime facility that serves active duty, their family members, eligible retired military personnel, and their families. This position will support the Gastroenterology Clinic, Internal Medicine Clinic, Pediatrics Clinic, Pulmonary Clinic and San Diego Military Appointing Center by providing information to Active Duty Service members & their family member as well as other beneficiary’s facility staff, local and remote commands as applicable. The Medical Appointment Clerk will provide a wide range of clerical/administrative support within Directorate for Medical Services. Schedule appointments in Composite Health Care Systems (CHCS/AHLTA) or MHS GENESIS for primary care, specialty and subspecialty medical care. In addition to scheduling requested appointments, this position will call patients to schedule, reschedule, and/or cancel appointments as needed, to include appointments for consult/referral specialty care within the MTF. Serves as a medical records technician to process and maintain inpatient, outpatient or ambulatory procedure unit medical records. Compile or extract medical records data to ensure compliance with regulatory requirements.

Directorate of Healthcare Business (DHB):

The directorate functions as the primary liaison between Naval Medical Center San Diego/Navy Medicine & Readiness Training Command San Diego and organizations involved in DoD/Military Health Service managed care programs under the guidance of DHA and in partnership with the Tricare Managed Care office. It oversees the Access and Template Management Program to maximize the availability of health care services for all beneficiaries. This position will support the San Diego Military (SDM) Office Healthcare Operations Directorate which exercises operational oversight of contractor delivered services in support of the San Diego Military Appointing Center. The Medical Appointment Clerk will provide patient appointment services to TRICARE beneficiaries within the SDM and selective Veterans Administration (VA) eligible beneficiaries. In addition, schedules requested appointments, this position will call patients to schedule, reschedule, and/or cancels appointments as needed, to include appointments for consult/referral specialty care within the Military Treatment Facilities (MTF). The MTFs within the SDM include Naval Medical Center San Diego, Naval Hospital Camp Pendleton, and its local and remote subordinate clinics, to include Naval Branch Health Clinics El Centro, Yuma, Port Hueneme, and Point Mugu.

1.1 Objective: To procure medical support services under the DHA strategic sourcing program to support the San Diego Market Health System (SDM) Military Treatment Facilities (MTF) in their mission to deliver quality, timely services to TRICARE beneficiaries.

1.2 Scope: The contractor shall supply all necessary equipment and labor required to perform services for military treatment facilities (MTFs). Additionally, the contractor monitors, manages and reports on services for higher management and develops plans to improve timeliness and accuracy rates, service availability, and overall MTF performance and compliance. The contractor shall deliver centralized Patient Appointment Services to San Diego Market Health System beneficiaries.

1.3 Non-Personal Services: Refer to main contract PWS, Paragraph 1.3.

1.4. Description of Services:

1.4.1 The Government is ordering a Service Type I requirement. The contractor shall provide the following labor category(s) in accordance with the Exhibit 4, Position Descriptions (PDs) to perform at Naval Medical Center San Diego, San Diego Military Appointment Center. The product service code for this requirement is Q801.

1.4.1.1. Service Type I Labor Category(s):

ADVANCED OFFICE CLERK:

The Contractor shall provide twenty-eight (28) Advanced Office Clerks in accordance with the MSS Basic contract Exhibit 4 Position Description (PDs) to perform at various clinics in support of Naval Medical Center San Diego.

These positions have been contracted for three (3) years and are currently performed by:

CHOCTAW Staffing Solutions. Inc., Nathaniel Cox, 2102 W. Arkansas St., Durant OK., 74701-5643, (580)924-8280;

Stratus Federal Solutions, Inc., Harvinder Singh, 200 Concord PLZ Ste 780 San Antonio TX, 78216-6972, (210)446-4121

Some of the positions are current staffed and incumbent workers have various experience and have performed in a like/similar position for at least 3 years.

DBC:

DCSS:

DMH:

DHB:

MEDICAL OFFICE CLERK:

The contractor shall provide fifteen (15) Medical Office Clerks in accordance with the MSS basic contract Exhibit 4 Position Descriptions (PDs) to perform at various clinics within the Directorate of Surgical Services in support of Naval Medical Center San Diego and Naval Branch Health Clinics.

These positions have been contracted for three (3) years and are currently performed by:

CHOCTAW Staffing Solutions. Inc., Nathaniel Cox, 2102 W. Arkansas St., Durant OK., 74701-5643, (580)924-8280;

Stratus Federal Solutions, Inc., Harvinder Singh, 200 Concord PLZ Ste 780 San Antonio TX, 78216-6972, (210)446-4121

DSS:

PAIN:

MEDICAL APPOINTMENT CLERK:

The contractor shall provide seven (7 21) Medical Appointment Clerks in accordance with the MSS basic contract Exhibit 4 Position Descriptions (PDs) to perform at various clinics within the Directorate for Medical Services in support of Naval Medical Center San Diego, Gastroenterology Clinic, Internal Medicine Clinic, Pediatrics Clinic, Pulmonary Clinic and San Diego Military Appointment Center.

Some of these positions have been contracted for three (3) years and is currently performed by: CHOCTAW Staffing Solutions. Inc., Nathaniel Cox, 2102 W. Arkansas St., Durant OK., 74701-5643, (580)924-8280;

Stratus Federal Solutions, Inc., Harvinder Singh, 200 Concord PLZ Ste 780 San Antonio TX, 78216-6972, (210)446-4121

DMS:

1.4.1.1.1 Formal Education – N/A

1.4.1.1.2 Experience – N/A

1.4.1.1.3 Other Knowledge, Skills and Abilities – Basic life support. DHA Procedural Instruction 6000.03 “(6) Requirements for medical support personnel (including civilians and contractors) who are not involved in patient care, but are working in patient care areas, must maintain currency in CPR/AED course as a minimum.”

1.4.1.1.4 Physical Requirements - N/A.

1.4.1.1.5. Equivalency Determination Requests - Equivalency determinations request meeting the requirements of the contract PWS, Paragraph 1.4.1.1.5 will be considered for this requirement.

1.4.1.2 Service Type II – N/A.

1.4.2. Invoicing – The contractor shall only bill for services performed. Invoicing is authorized monthly after beginning of performance. Invoicing is authorized monthly after beginning of performance IAW Part 6 of the TO PWS.

1.5 General Information

1.5.1 Period of Performance/Required Start Date –This requirement is ordered from 01 October 2022 to 30 September 2023 with four 12-month options; the contractor has 30 calendar days from task order award to initially fill the position(s). An earlier worker start date is possible if a mutual agreement between the contracting officer and company can be established at no additional cost to the Government.

1.5.2. Place of Performance: The work to be performed under this contract will be at Naval Medical Center San Diego, and San Diego Military Appointing Center or any of the Naval Branch Health Clinics to include:

Naval Medical Center San Diego, 34800 Bob Wilson Dr., San Diego, CA 92134;

Patient Centered Medical Home, NBHC NASNI, Bldg. 601, McCain Blvd, Coronado, CA 92135; Fleet Center Medical Home, NBHC NASNI, Bldg. 601, McCain Blvd, Coronado, CA 92135; Marine Corps Medical Home, NBHC MCAS Miramar, 2496 Bauer Rd, San Diego, CA 92145;

Patient Centered Medical Home, NBHC Naval Base San Diego, 2450 Craven St. Bldg. 3300, San Diego, CA 92136;

Patient Centered Medical Home, NBHC NTC, 2051 Cushing RD, Bldg. 624, San Diego, CA 92106; Staff Health Primary Care, NBHC MCRD, 35000 Guadalcanal Ave., BLDG 596, San Diego, CA 92140; SARP NBHC Naval Sub Base Point Loma, 140 Sylvester Road, BLDG 500 San Diego, CA 92134; Mental Health Operational Outreach Division Naval Base San Diego BLDG 268 San Diego, CA 92113; NBHC MCRD, 35000 Guadalcanal Ave., BLDG 596, San Diego, CA 92140;

NBHC Naval Base San Diego, 2450 Craven St. BLDG 300 San Diego, CA 92104

1.5.4. Operational Hours: The schedule days and hours are as follows:

Monday through Friday between the hours of 0600 to 2000, and Saturday and Sunday from 0700 to 1700, excluding federal holidays, with a non-billable designated 30-minute lunch break. MSS personnel perform PAS services at San Diego Military Appointing Center from 0600 to 2000 Monday through Friday and Saturday and Sunday from 0700 to 1700 excluding federal holidays. The Government does not support “comp hours” or “make-up hours” as it negatively impacts oversight responsibilities. MSS Personnel shall provide services for 40 hours per week. Specific days, hours, and shift length will be scheduled by the Commanding Officer or designee.

DBC:

No federal holidays or weekends

No federal holidays or weekends

Miramar M-F 0700-1600 No federal holidays and weekends

No federal holidays or weekends

No federal holidays or weekends

No federal holidays or weekends

DCSS:

No federal holidays or weekends

No federal holidays or weekends holidays

& Occupational Therapy (30%) Naval Medical Center San Diego M-F 0700-1700

DMH:

No federal holidays or weekends

Will work weekends and federal holidays

No federal holidays or weekends

No federal holidays or weekends

No federal holidays or weekends

No federal holidays or weekends

No federal holidays or weekends

DSS:

No federal holidays or weekends

No federal holidays or weekends

No federal holidays or weekends

/Post Anesthesia Care Unit (20%)

No federal holidays or weekends

No federal holidays or weekends

No federal holidays or weekends

San Diego M-F 0630-1700 No federal holidays or weekends

PAIN:

No federal holidays or weekends

Pain Management (80%) NBHC Naval Amphibious Base

Naval Medical Center San Diego M-F 0630-1600 No federal holidays or weekends

M-F 0630-1600

DMS:

No federal holidays or weekends

No federal holidays or weekends

San Diego M-F 0730-1600 No federal holidays or weekends

Sat –Sun 0700-1700 excluding holidays

Sat –Sun 0700-1700 excluding holidays

1.5.4.1 – IAW with MSS contract PWS, Paragraph 1.5.4.1.

1.5.4.2 MSS Personnel Unplanned Absences: After task order award, the government POC will be provided along with a phone number for MSS personnel to call if they cannot report to duty as scheduled. Notification should occur as soon as possible, but at least 45 minutes prior to the start of the work schedule.

1.5.4.3. MSS Personnel Planned Absences: The Contractor will provide the COR a projected schedule of planned absences for MSS personnel no less than 60 calendar days prior to planned absences. A written notice is required to be sent to the COR in advance of the absence if there are any changes to the schedule.

1.5.4.4. Overtime Hours: Overtime is NOT authorized on this requirement.

1.5.4.5. On Call Hours: On-call hours is NOT authorized on this requirement.

1.5.5. Mission Essential: The labor categories are not mission essential. None

1.5.6. Substitute MSS Personnel: Substitute (temporary coverage) is required for planned or unplanned absences of (10) consecutive working days.

1.5.7. Holidays: Contract MSS Personnel ☐will ☒ will not be required to work on federally recognized holidays.

1.5.8. Planned Closures/Other Non-Duty Days: The MTF will be closed on the following planned closure/other non-duty days: NA

1.5.9. Unplanned Closures: In accordance with section 1.5.9. of the basic contract, the Contractor may bill in accordance with Service Type I in the event of an unplanned closure.

1.5.10. Travel: Reimbursement ☐will ☒ will not be provided for required periodic travel. MSS Personnel travel requirements are as follows: NA

1.5.11. Orientation: Orientation (only applicable to Service Type I orders) will be ☒ billable at the fully burdened hourly rate; or ☐ should be included in fully burdened rate or ☐ compensated separately.

All MSS personnel will complete any initial training and orientation required by the MTF. This includes all the training cited below in Paragraph 1.5.11.3.1 below and newcomer’s orientation training (safety, infection control, systems training, etc.).

1.5.11.1 MTF Policies and Instructions. IAW with MSS PWS, Paragraph 1.5.11.1.

· MSS Personnel shall conduct themselves in a professional, businesslike manner adhering to high ethical standards. MSS Personnel must follow the Standards of Ethical Conduct for Employees of the Executive Branch (Codified in 5 Code of Federal Regulations (C.F.R.) Part 2635 and as amended at 76 Federal Register (FR) 38547) and local command policy in addition to the standards of conduct policies of the Contractor. The Government will not tolerate unethical behavior and behavior that reflects poorly upon the Government, its mission, and its operations. If MSS Personnel are uncertain whether contemplated acts or conduct may violate the Standards of Ethical Conduct for Employees of the Executive Branch or local command policy, they must contact the Contracting Officer’s Representative (COR) before engaging in such acts or conduct. CORs will seek advice on ethics issues from their ethics counselor.

· Eating by MSS Personnel is prohibited in patient care areas/clinics and is restricted to designated areas. Smoking is prohibited in all clinic facilities.

· MSS Personnel shall keep his/her office and work area in a clean, presentable, safe condition at all times.

· All inquiries from the media shall be forwarded to the Command Public Affairs Officer via the COR.

· All records produced in the performance of this TO and all evaluations of patients are the property of, and subject to the exclusive control of the Government. The Contractor may retain a copy of all such records or evaluation, but may not provide further copies or disclose the information from such records or evaluations to third parties. All request from other treatment facilities or other individuals for patient records shall be handled in accordance with procedures specified by applicable MTF instructions.

· The Contractor shall maintain a list of all MSS Personnel who provide services under this TO. The Contractor shall provide a copy of the list to the COR within 14 days prior to performance of services under this TO and as required to maintain currency of the information.

· The Contractor shall inform the COR within 24 hours when it terminates and/or removes MSS Personnel from the contract.

· MSS Personnel shall comply with the Centers for Disease Control and Prevention’s (CDC’s) “Universal Precautions” for the prevention of the transmission of the human immunodeficiency virus (HIV) virus.

1.5.11.2 In Processing: Refer to MSS main contract, Paragraph 1.5.11.2, 1.5.11 and 1.5.11.3.1.

1.5.11.3 Qualifications: Refer to MSS PWS, Paragraph 1.5.11 above and Part 5 of this TO PWS.

1.5.11.3.1 Government Training. After inprocessing, MTF training (only applicable to Service Type I orders) will be ☒ billable at the fully burdened hourly rate; or ☐ should be included in fully burdened rate or ☐ compensated separately. The following training will be completed during inprocessing by MSS personnel:

· OTHER:

1.5.15. Health Requirements: MSS Personnel ☒shall ☐shall not be required to obtain documentation of required medical testing or a report of a physical examination.

1.5.15.1. Annual Immunizations: MSS Personnel shall be immunized with seasonal influenza vaccine and any other vaccine recommended by Advisory Committee on Immunization Practices (ACIP) of the Centers for Disease Control (CDC) for health care workers or as specified by the service/MTF as follows: Within 30 calendar days prior to performance of services, MSS Personnel shall obtain, at the Contractor’s expense, documentation of required immunizations and physical testing, and a statement from the MSS Personnel’s licensed medical practitioner or a report of a physical examination. The physical examination and immunization documentation shall be submitted to the COR prior to the start of services. The requirements are provided on the HEALTH EXAMINATION AND IMMUNIZATION/SCREENING REQUIREMENT FORM, the current version of which is available at: http://www.med.navy.mil/sites/nmlc/Public_Docs/Physical%20Exam%20and%20Immunization%20Form.p df. The MTF will identify any MSS Personnel who are not required to complete this documentation after task order award. Declinations shall only be permitted based on either the religious convictions or medical contraindications (as documented by a qualified health care provider) of MSS Personnel.

1.5.15.1.2. Tuberculosis Screening: The additional immunization/screening requirements for the risk of exposure to tuberculosis (TB) are as follows:

Prior to reporting for service at the MTF, MSS Personnel shall be screened at Contractor expense for risk of exposure to TB as part of the Health Examination and Immunization/Screening Requirement Form referenced above. If MSS Personnel are determined to have a low risk of exposure, no further screening or testing is required under this contract. The initial screening may be waived, at the discretion of the MTF, if the Contractor provides evidence of a prior low risk assessment by a licensed physician. If the initial screening results in a determination that MSS Personnel have an increased risk of exposure to TB, the Contractor is responsible for ensuring that MSS Personnel receive targeted screening and testing in accordance with CDC Guidelines for Health-Care Settings and submitting timely records of subsequent screening or testing to the COR.

1.6. Quality Assurance: The Government will evaluate the Contractor’s performance under this task order IAW a Quality Assurance Surveillance Plan (QASP) if applicable. This Government-only plan is primarily focused on what the Government will do to ensure that the Contractor has performed IAW contract performance standards. The Task Order QASP provides a systematic method to evaluate performance to include how the performance standards will be applied, the frequency of surveillance, and the acceptable quality levels for each of the metrics identified in Exhibit 1, Performance Requirements Summary. The QASP is created with the premise that the Contractor is responsible for management and quality control actions to meet the terms of the TO while the Government is responsible for quality assurance actions.

1.6.1. Quality Control Plan (QCP): The Contractor shall provide a QCP that outlines the quality control process covering every aspect of the Contractor’s operation under this TO in accordance with contract PWS paragraph 1.6.1 and the Contractor shall submit a Task Order QCP to the Task Order Contracting Officer (TOKO) as outlined in Part 4 and Exhibit 2 of this TO PWS. The TOKO will approve the QCP in writing. The Contractor shall submit changes to an approved QCP to the TOKO for approval throughout the life of the contract.

1.7 RESERVED

1.8 Security Investigation Requirements:

The MSS personnel shall complete an SF-85 ☐ or an SF-86 ☒ Questionnaire for National Security Positions (or equivalent OPM investigative product) as well as other applicable forms are detailed in Part 6 of the TO PWS. MSS Personnel on this task order ☒shall ☐shall not be required to be U.S. citizens.

1.8.1 MSS personnel ☐ will ☒ will not be able to begin performance until the required forms have been accepted by the Government.

1.8.2. MSS personnel ☐ will ☒ will not be able to perform/continue to perform unless a favorable determination results from the interim or final adjudicated investigation.

1.8.3 The MTF commander ☒ will allow ☐ will not allow interim access to the base or government computer systems.

1.8.4 Fingerprints - MSS personnel shall be subject to security processes for fingerprints according to agency regulations and instructions (Navy and DHA) as outlined in the task order.

Navy security policy requires that all positions be given a sensitivity value based on level of risk factors to ensure appropriate protective measures are applied. MSS Personnel under this TO are recognized as Non- Critical Sensitive [Automated Data Processing/Information Technology (ADP/IT)-II] positions when the contract scope of work require physical access to a federally controlled base, facility or activity and/or requiring access to a DoD computer/network, to perform unclassified sensitive duties. This designation is also applied to MSS Personnel who access Privacy Act and Protected Health Information (PHI), provide support associated with fiduciary duties, or perform duties that have been identified as National Security Positions. At a minimum, MSS Personnel shall be U.S. citizens and have a favorably completed National Agency Check with Law Enforcement and Credit Checks (NACLC) or Tier 3 (T3) or Tier 3 Reinvestigation (T3R) equivalent investigation to obtain a favorable determination for assignment to a non-critical sensitive or IT-II position. The investigation consists of a standard National Agency Check (NAC) and a Federal Bureau of Investigation (FBI) fingerprint check plus law enforcement checks and credit check. MSS Personnel filling a non-critical sensitive or IT-II position are required to complete:

SF-86 Questionnaire for National Security Positions (or equivalent OPM investigative product) Two (2) FD- 258 Applicant Fingerprint Cards (or an electronic fingerprint submission) Original Signed Release Statements

Failure to provide the required documentation at least 30 calendar days prior to the individual's start date shall result in delaying the individual's start date. Background investigations shall be reinitiated as required to ensure investigations remain current (not older than 10 years) throughout the contract performance period. The Contractor's Security Representative shall contact the Command Security Manager for guidance when reinvestigations are required.

Regardless of their duties or IT access requirements ALL MSS Personnel shall in-process with the Command's Security Manager upon arrival to the command and shall out-process prior to their departure at the completion of the individual's performance under the contract. MSS Personnel requiring IT access shall also check-in and check-out with the Navy Command's Information Assurance Manager. Completion and approval of a System Authorization Access Request Navy (SAAR-N) form is required for all individuals accessing Navy Information Technology resources. The SAAR-N shall be forwarded to the Navy Command's Security Manager at least 30 days prior to the individual's start date. Failure to provide the required documentation at least 30 days prior to the individual's start date shall result in delaying the individual's start date.

The Contractor shall ensure that MSS Personnel requiring access to IT systems or networks complete annual Information Assurance (IA) training, and maintain a current requisite background investigation. MSS Personnel shall accurately complete the required investigative forms prior to submission to the Command Security Manager. The Command's Security Manager will review the submitted documentation for completeness prior to submitting it to the OPM; Potential suitability or security issues identified may render MSS Personnel ineligible for the assignment. An unfavorable determination is final (subject to SF-86 appeal procedures) and such a determination does not relieve the Contractor from meeting any contractual obligation under the contract. The Command's Security Manager will forward the required forms to OPM for processing. Once the investigation is complete, the results will be forwarded by OPM to the DoD Central Adjudication Facility (CAF) for a determination.

If MSS Personnel already possesses a current favorably adjudicated investigation, the Contractor shall submit a Visit Authorization Request (VAR) via the Joint Personnel Adjudication System (JPAS) or a hard copy VAR directly from the Contractor's Security Representative. Although the Contractor will take JPAS "Owning" role over MSS Personnel, the Navy Command will take JPAS "Servicing" role over MSS Personnel during the contractor’s hiring process and for the duration of assignment under that contract. The Contractor shall include the IT Position Category per Secretary of the Navy (SECNAVINST5510.30C) for each MSS Personnel designated on a VAR. The VAR requires annual renewal for the duration of the employee's performance under the contract.

1.9. RESERVED

1.10 Periodic Progress Meetings: Contractor ☒ will ☐ will not be required to attend periodic progress meetings at no additional cost to the Government. The terms at which the periodic meeting will be conducted include:

As requested by MTF to address performance issues. Meetings will be held on-site or telephonically.

Task Order Post Award Meetings are authorized and shall be detailed in the task order proposal request package and will be scheduled no more than 10 calendar days after task order award and will be conducted within 30 calendar days from contract award.

1.11. Key Government Personnel. Contracting Officer’s Representative (COR): The following individual is designated as the COR for this TO:

Name of COR: Wesley Sutherland COR Email Address: wesley.a.sutherland.civ@mail.mil COR Telephone Number: (619) 532-5933

1.12 through 1.18: Refer to main contract

1.19 Service Contract Labor Standards/Wage Determinations: 15-5635 Revision 18 applies to this requirement.

1.20 to 1.24: Refer to main contract

1.2.5 Emergency Health Care. The Government ☒ will ☐ will not provide emergency health care services outlined in the main contract, Paragraph 1.25.

1.2.6 to 1.27: Refer to main contract

1.28 Dress and Appearance: The Contractor shall ensure MSS personnel shall provide services IAW with MSS basic contract PWS Paragraph 1.28.

PART 2

DEFINITIONS AND ACRONYMNS

2. Per contract PWS, Part 2.

2.1. The following is a list of basic definitions:

2.1.1. Appointment Error. Appointing Errors occur when: (1) a beneficiary is given the wrong appointment type for the level and type of care needed, (2) the appointing agent does not correctly complete the data elements, (3) the beneficiary is sent to the wrong location or the wrong provider, or

(4) any other booking error that results in inconvenience to the beneficiary, disruption of clinic effectiveness/efficiency, and failure to appropriately match TRICARE Prime beneficiaries to appointment slots reserved for Prime. Feedback regarding incorrectly scheduled appointments may be collected from beneficiaries, providers, clinic support staff, booking clerks, and appointment supervisors.

2.1.2. Appointing Agent. Individual who will schedule an appointment.

2.1.3. Average Speed of Answer. This is the cumulative total length of time of calls that are in queue or that are ringing before being answered by an Agent, divided by the total numbers of calls answered (measured in seconds). Calls must be answered by the Contractor by the 3rd ring.

2.1.4. Call "Blockage rate". Those calls that cannot be completed by the caller due to the call capacity of the telephone switch (i.e., all telephone lines are busy).

2.1.5. Call “Abandonment rate”: The number of callers whose calls were received by the telephone switch/ARU/ACD, but who disconnected (i.e., hung up before reaching an appointing clerk/scheduler) at any time during the entire call transaction.

2.1.6. Call "wait" time. The initial time the caller waits in queue for the live appointment clerk/scheduler to schedule/cancel/re-schedule an appointment after being placed on hold by the telephone system. This information shall be provided in 15-minute increments.

2.1.7. Call “hold” Time. The total time the beneficiary is placed on hold or in queue by the telephone system or the contractor staff during the call. This includes the initial wait time and any subsequent times the beneficiary is placed on hold/in queue by the telephone system, appointment clerk/scheduler, or other contractor staff. This information shall be provided in 15-minute increments.

2.1.8. Call Processing Time. The total length of call to include call-waiting time, hold time, and talk time.

2.1.9. Centralized Patient Appointing Services. Appointing services span a range of functions to include, but not limited to,; verifying beneficiary eligibility via the Defense Enrollment Eligibility Reporting System (DEERS) system, updating patient demographic information, and scheduling beneficiary requests for MTF primary or specialty care appointments, as well as completing requests for cancellations and appointment rescheduling.

2.1.10. Contracting Officer. A government employee having the authority vested by a Contracting Officer’s Certificate of Appointment to execute, administer, and terminate contracts and orders, and modifications thereto, which obligate government funds and commit the government to contractual terms and conditions.

2.1.11. Contracting Officer's Representative (COR). An individual designated and authorized in writing by the contracting officer to perform specific technical or administrative functions. Only an employee of the USG may be appointed as a COR. A COR does NOT have authority to change any terms or conditions of the contract.

2.1.12. Direct Care. The DoD's system of Military Treatment Facilities that provides care to MHS authorized beneficiaries.

2.1.13. Drive-time standards. A specialty care drive time standard is the distance between a beneficiary’s home address and the servicing MTF as defined by DHA and Market business rules. There are separate and distinct drive time standards for primary care, specialty care and out of area care.

2.1.14. Eligible Beneficiary. Eligible beneficiaries include TRICARE eligible beneficiaries, as well as Veterans Administration and/or civilians under special, previously authorized conditions.

2.1.15. Large Market. A DHA designated Military Healthcare System comprised of MTFs. These treatment facilities collaborate to establish an integrated healthcare delivery system that supports high quality, timely access to care while serving to improve the readiness of the Force.

2.1.16. Enrolled Beneficiary. An MHS eligible beneficiary registered in the Defense Enrollment Eligibility Reporting System (DEERS) and who is enrolled in a TRICARE plan, including Active Duty Service members.

2.1.17. First Call Resolution (FCR). This is the total numbers of calls that were completely resolved during the course of the first inbound call initiated by the beneficiary.

2.1.18. IVR Average Response Time. This is an average of the amount of time, rounded to minutes, that elapse for a contact center to respond to a non-voice inbound customer contact.

2.1.19. MHSG (MHSG). A DoD electronic healthcare record system that is used exclusively in the SDMHS. MHSG provides an integrated system for appointment scheduling, referral management functions as well as the management of patient care.

2.1.20. Managed Care Support Contractor (MCSC). Government contractors supporting the DoD TRICARE program. These contractors establish civilian provider networks that augment and support the capability and capacity of the Military Healthcare System. They are designed to operate seamlessly in support of TRICARE beneficiary healthcare.

2.1.21. Military Health System (MHS). The Military Health System incorporates all aspects of health services for the Department of Defense and its beneficiaries.

2.1.22. Military Health System (MHS) Beneficiary. Any TRICARE eligible individual who is eligible to receive treatment in a Military Treatment Facility. Eligibility may be expanded to include Veterans Administration and/or civilians IAW DoD/DHA business rules.

2.1.23. Military Treatment Facility (MTF). A military hospital or clinic.

2.1.24. Secure Messaging System (SMS). A system that allows beneficiaries to communicate with their primary provider and healthcare team in order to ask for advice, receive test results, request prescription renewals, schedule appointments, or access health information resources for education and self- treatment.

2.1.25. Unmet Demand. Unmet demand includes patient demand for care that could not be met within DHA Access to Care standards in the MTF from patients who tried to access the system but failed, including those who were not given an appointment and leaked to network specialty and behavioral health care.

2.1.26. Warm transfer. Person to person transfer of caller to an MTF clinic. Contractor stays with the caller a minimum of 45 seconds or until a successful hand off has concluded.

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. Refer to contract PWS, Part 3, for MSS personnel performing in the government location.

3.1. Training.

3.1.1. The government will be responsible for furnishing the trainers, the training rooms, equipment, and materials required for the training. The government will provide initial and sustainment training (e.g., MHSG updates) on MHSG PAS modules with duration ranging up to 40 hours or as required. The government will provide a MHSG training plan IAW the appointing processes of MHSG. The government will provide initial training on MHSG during phase-in. Using the government developed training plan and a government owned training database, the government will provide “train the trainer” MHSG training for up to 10 contractor personnel.

3.1.1.1. The government will be responsible for making any changes to the government’s training plan as updates and/or revisions are made to MHSG and will provide inputs to the contractor so that they can update their training system and of their MHSG Training Course(s) curriculum.

3.1.2. Market Specific Business Procedures. The government will provide the contractor with market specific business procedures for PAS five working days after contract award. If procedures change throughout the life of the contract, the government will provide the contractor with updates.

3.2. Government Unique Training. The government will provide any mandatory training which is offered through government sources to the contractor’s agents who are performing services under this contract.