PWS.docx

PERFORMANCE WORK STATEMENT

SECTION 1 – SCOPE

1.1. BACKGROUND

The contractor shall provide administrative support services for the Marine Centered Medical Home (MCMH) located in Twentynine Palms, CA and the Branch Health Clinic (BHC) China Lake located on Naval Air Weapons Station (NAWS) China Lake. Medical Home Port (MHP) is Navy Medicine’s adaptation of the successful civilian Patient Centered Medical Home (PCMH) concept of care. MHP transforms the delivery of primary care to an integrated, team-based approach offering same day access, proactive preventive services, standardized clinical processes, interactive secure messaging, expanded healthcare teams including specialists such as behavioral health providers, and promotion of responsible use of the Emergency Room (ER). The MCMH provides MHP services to the active duty operational community in Twentynine Palms so that all Sailors and Marines receive the same patient-centered benefits. The BHC China Lake supports NAWS China Lake and tenant commands with MHP, aviation medicine, occupational medicine, and dental services.

1.1.1. The Director of Branch Clinics manages the primary care mission at the MCMH. BHC China Lake is managed by a designated Officer in Charge who is responsible to Naval Hospital Twentynine Palms for daily operations and strategic planning for all services provided by the clinic. MCMH services include adult primary care. BHC China Lake services include family medicine, aviation medicine, pharmacy, laboratory, radiology, tele-behavioral health, dental, environmental health, industrial hygiene, and occupational health. The primary care mission is based on the patient centered medical home philosophy.

1.1.2. The contractor shall provide administrative support services to include patient appointing, customer service, and other medical administrative services to support the overall mission of the MCMH and BHC China Lake is support of high quality healthcare and the smooth and efficient operations of the clinics.

1.2. SCOPE

The scope of this effort encompasses administrative support services for the Marine Centered Medical Home (MCMH) in Twentynine Palms, CA and Patient Centered Medical Home (PCMH), Aviation Medicine, Occupational Health, and Dental Departments at BHC China Lake. The contractor shall provide healthcare administrative support services with General Clerk II support personnel to provide services to include patient appointing, customer service, and other medical administrative services to support the overall mission of clinics. Support services include administrative efforts directly or indirectly related to the delivery of healthcare. This includes tasks that involve the direct interface with patients and tasks that involve exposure to protected health information (PHI) by access to the medical records of patients. The required support shall be provided onsite at the outlined medical treatment facilities (MTF) unless specified otherwise in the task order. The MCMH supports the operational community and therefore has a variable number of patients (approximately 6,000), physicians, and hospital corpsmen depending on the operational community’s deployment schedule. In addition to the physicians and corpsmen assigned to the operational units, the MCMH is staffed by at least two nurses who are either registered or licensed vocational nurses. At BHC China Lake, the PCMH has a patient enrollment of 1,600 and provides adult and pediatric primary care services, physical exams, and minor procedures. The PCMH is staffed by a family medicine physician, a physician assistant, two registered nurses, and seven hospital corpsmen. Aviation Medicine has a patient enrollment of 200 active duty service members and provides primary care services, physical exams, minor procedures, and examinations after physiological events. Aviation Medicine is staffed by one physician and three hospital corpsmen. The Occupational Health department provides services for 5,000 active duty and civilian workers onboard NAWS China Lake. Services include physical examinations, health surveillance programs, pre-employment physicals, and audiograms. Occupational Health is staffed by one occupational medicine physician, a nurse practitioner, a registered nurse, a health technician, and two hospital corpsmen. Finally, the Dental Department cares for 550 active duty service members providing them with routine dental examinations, education, cleanings, restorations, and referral services for specialty care. The Dental Department is staffed by a comprehensive dentist, an advanced practice dental technician, and two hospital corpsmen.

1.3. Contractor employees performing services under this order will be controlled, directed, and supervised at all times by management personnel of the contractor. Contractor management will ensure that employees properly comply with the performance work standards outlined in the statement of work. Contractor employees will perform their duties independent of, and without the supervision of, any Government official or other Defense Contractor. The tasks, duties, and responsibilities set forth in the task order may not be interpreted or implemented in any manner that results in any contractor employee creating or modifying Federal policy, obligating the appropriated funds of the United States Government, overseeing the work of Federal employees, providing direct personal services to any Federal employee, or otherwise violating the prohibitions set forth in Parts 7.5 and 37.6 of the Federal Acquisition Regulation (FAR). The Government will control access to the facility and will perform the inspection and acceptance of the completed work.

1.4. The contractor shall provide services at the following locations:

Naval Hospital Twentynine Palms (Robert E Bush Naval Hospital) 6645 Sturgis Road, Twentynine Palms, CA 92278

Branch Health Clinic China Lake, 1 Administration Circle, Ridgecrest, CA 93555

SECTION 2- DUTIES. In addition to the applicable duties listed in Section 1 of the basic contract, the contractor shall perform the following specific duties:

2.1. GENERAL DUTIES FOR MARINE CENTERED MEDICAL HOME

The contractor shall perform a variety of administrative support services in support of clinical care.

2.1.1. Screen, record, and redirect approximately 4,200 telephone calls per month using appropriate telephone etiquette.

2.1.2. Screen, record, and route approximately 420 secure messages per month per MTF Standard Operating Procedures (SOP).

2.1.3. Schedule approximately 2,800 patient appointments per month and perform 2,800 patient appointment notifications per month according to the MTF scheduling and notification procedures.

2.1.4. Check in approximately 2,800 patients per month to the clinic for their appointment utilizing the Military Health System (MHS) GENESIS electronic health record.

2.1.5. Verify an average of 3,360 patient forms per month to ensure completeness before sending to clinic personnel and before the medical records are filed at visit conclusion per MTF filing procedures.

2.1.6. Arrange transportation/escort services for patients requiring this assistance and respond to patient requests for other administrative services approximately 280 times per clinic per month.

2.1.7. Prepare requisitions for diagnostic tests approximately 70 times per day.

2.1.8. Verify and update patient information and data using MHS GENESIS approximately 3,360 times per month.

2.1.9. Reconcile all appointed patient encounter forms, other than same-day appointments or walk-in patients, with the correct patient record approximately 2,800 times per month. Encounter forms for appointed patients are printed automatically daily.

2.1.10. Verify that all required information on encounter forms is properly completed at the conclusion of each patient encounter. Forms shall be reviewed for accuracy, scanned, and corrected approximately 2,800 times per month.

2.1.11. Prepare and enter Health Care Provider (HCP) appointment schedules into MHS GENESIS, per MTF guidelines, for approximately 60 to 65 providers per month.

2.1.12. Submit a monthly report with workload statistics. Data shall be recorded by each clerk daily, reported for the month, and provided to the Contracting Officer Representative (COR). Statistics to be reported in a monthly spreadsheet include total number of incoming telephone calls answered, outgoing telephone calls to patients, MHS GENESIS telephone consults created, appointments booked, secure messages (MHS GENESIS Patient Portal) received, secure messages sent, patients checked into MHS GENESIS and Ambulatory Data System (ADS), and the number of providers the contractor created/managed appointment schedules for during the month.

2.2. GENERAL DUTIES FOR BHC CHINA LAKE PATIENT CENTERED MEDICAL HOME

The contractor shall perform a variety of administrative support services in support of clinical care.

2.2.1. Utilize electronic health record systems.

2.2.2. Apply knowledge of medical and dental terminology, anatomy, and health record documentation to enter/retrieve data to/from patient’s electronic health records; verify and update patient demographics and insurance information in the electronic health record and generate appropriate clinical and administrative forms adhering to the clinic standard operating procedures and policies.

2.2.3. Review technical and administrative reports (e.g., list of daily patient appointments, eligibility forms, third party insurance documentation, end of day reporting) and provide daily correspondence to providers for the completion of patient records.

2.2.4. Record accurate phone messages and relay information within 30 minutes of notification.

2.2.5. Receive, greet, and direct patients, visitors, and clinic personnel and provide accurate responses in a friendly, courteous, and concerned manner.

2.2.6. Screen, record, and redirect approximately 2,000 telephone calls per month using appropriate telephone etiquette.

2.2.7. Schedule approximately 500 patient appointments per month and perform 500 patient appointment notifications per month according to clinic scheduling and notification procedures.

2.2.8. Verify an average of 2,500 patient forms per month to ensure completeness before sending to clinic personnel and before the medical records are filed at visit conclusion per clinic filing procedures.

2.2.9. Arrange transportation/escort services for patients requiring this assistance and respond to patient requests for other administrative services approximately 100 times per clinic per month.

2.2.10. Prepare requisitions for diagnostic tests approximately 450 times per month.

2.2.11. Verify and update patient information and data using the electronic health record approximately 2,500 times per month.

2.2.12. Reconcile all appointed patient encounter forms, other than same-day appointments or walk-in patients, with the correct patient record approximately 1,000 times per month. Print and distribute schedules and appointment forms for the next business day at the end of every day.

2.2.13. Verify that all required information of encounter forms are properly completed at the conclusion of each patient encounter. Forms shall be reviewed for accuracy, scanned, and corrected approximately 2,500 times each month.

2.3. SPECIFIC DUTIES FOR BHC CHINA LAKE AVIATION MEDICINE DEPARTMENT

The contractor shall perform a variety of administrative support services in support of clinical care.

2.3.1. Utilize electronic health record systems.

2.3.2. Apply knowledge of medical and dental terminology, anatomy, and health record documentation to enter/retrieve data to/from patient’s electronic health records; verify and update patient demographics and insurance information in the electronic health record and generate appropriate clinical and administrative forms adhering to the clinic standard operating procedures and policies.

2.3.3. Review technical and administrative reports (e.g., list of daily patient appointments, eligibility forms, third party insurance documentation, end of day reporting) and provide daily correspondence to providers for the completion of patient records.

2.3.4. Record accurate phone messages and relay information within 30 minutes of notification.

2.3.5. Receive, greet, and direct patients, visitors, and clinic personnel and provide accurate responses in a friendly, courteous, and concerned manner.

2.3.6. Screen, record, and redirect approximately 1,000 telephone calls per month using appropriate telephone etiquette.

2.3.7. Schedule approximately 400 patient appointments per month and perform 400 patient appointment notifications per month according to clinic scheduling and notification procedures.

2.3.8. Verify an average of 2,000 patient forms per month to ensure completeness before sending to clinic personnel and before the medical records are filed at visit conclusion per clinic filing procedures.

2.3.9. Arrange transportation/escort services for patients requiring this assistance and respond to patient requests for other administrative services approximately 100 times per clinic per month.

2.3.10. Prepare requisitions for diagnostic tests approximately 500 times per month.

2.3.11. Verify and update patient information and data using the electronic health record approximately 1,000 times per month.

2.3.12. Reconcile all appointed patient encounter forms, other than same-day appointments or walk-in patients, with the correct patient record approximately 800 times per month. Print and distribute schedules and appointment forms for the next business day at the end of every day.

2.3.13. Verify that all required information of encounter forms are properly completed at the conclusion of each patient encounter. Forms shall be reviewed for accuracy, scanned, and corrected approximately 800 times each month.

2.4. SPECIFIC DUTIES FOR BHC CHINA LAKE OCCUPATIONAL HEALTH DEPARTMENT

The contractor shall perform a variety of administrative support services in support of clinical care.

2.4.1. Utilize electronic health record systems.

2.4.2. Apply knowledge of medical and dental terminology, anatomy, and health record documentation to enter/retrieve data to/from patient’s electronic health records; verify and update patient demographics information in the electronic health record and generate appropriate clinical and administrative forms adhering to the clinic standard operating procedures and policies.

2.4.3. Review technical and administrative reports (e.g., list of daily patient appointments, eligibility forms, end of day reporting) and provide daily correspondence to providers for the completion of patient records.

2.4.4. Record accurate phone messages and relay information within 30 minutes of notification.

2.4.5. Receive, greet, and direct patients, visitors, and clinic personnel and provide accurate responses in a friendly, courteous, and concerned manner.

2.4.6. Screen, record, and redirect approximately 600 telephone calls per month using appropriate telephone etiquette.

2.4.7. Schedule approximately 500 patient appointments per month and perform 500 patient appointment notifications per month according to clinic scheduling and notification procedures.

2.4.8. Verify an average of 2,500 patient forms per month to ensure completeness before sending to clinic personnel and before the medical records are filed at visit conclusion per clinic filing procedures.

2.4.9. Arrange transportation/escort services for patients requiring this assistance and respond to patient requests for other administrative services approximately 100 times per clinic per month.

2.4.10. Prepare requisitions for diagnostic tests approximately 80 times per month.

2.4.11. Verify and update patient information and data using the electronic health record approximately 500 times per month.

2.4.12. Reconcile all appointed patient encounter forms, other than same-day appointments or walk-in patients, with the correct patient record approximately 400 times per month. Print and distribute schedules and appointment forms for the next business day at the end of every day.

2.4.13. Verify that all required information of encounter forms are properly completed at the conclusion of each patient encounter. Forms shall be reviewed for accuracy, scanned, and corrected approximately 2,500 times each month.

2.4.14. Prepares medical records for next day’s schedule, maintains paper records and archives and prepares records for retirement.

2.5. SPECIFIC DUTIES FOR BHC CHINA LAKE DENTAL DEPARTMENT

The contractor shall perform a variety of administrative support services in support of clinical care.

2.5.1. Utilize electronic and paper health record and scheduling systems.

2.5.2. Apply knowledge of medical and dental terminology, anatomy, and health record documentation to enter/retrieve data to/from patient’s electronic health records; verify and update patient demographics and insurance information in the electronic health record and generate appropriate clinical and administrative forms adhering to the clinic standard operating procedures and policies.

2.5.3. Review technical and administrative reports (e.g., list of daily patient appointments, eligibility forms, Active-Duty Dental Program (ADDP) requirements and policies, end of day reporting) and provide daily correspondence to dental provider for the completion of patient records.

2.5.4. Record accurate phone messages and relay information within 30 minutes of notification.

2.5.5. Receive, greet, and direct patients, visitors, and clinic personnel and provide accurate responses in a friendly, courteous, and concerned manner.

2.5.6. Screen, record, and redirect approximately 500 telephone calls per month using appropriate telephone etiquette.

2.5.7. Schedule approximately 150 patient appointments per month and perform 150 patient appointment notifications per month according to clinic scheduling and notification procedures. This will include walk-ins and emergency patients.

2.5.8. Verify an average of 550 patient forms per month to ensure completeness before sending to clinic personnel and before the dental records are filed at visit conclusion per clinic filing procedures.

2.5.9. Be familiar with the ADDP requirements for diagnostic tests prior to referral to the select civilian dental providers.

2.5.10. Verify and update patient information and data using the electronic health record approximately 550 times per month.

2.5.11. Reconcile all appointed patient encounter forms, other than same-day appointments or walk-in patients, with the correct patient record approximately 200 times per month. Ensure proper entry of the appointments in the electronic scheduling system.

2.5.12. Verify that all required information of encounter forms is properly completed at the conclusion of each patient encounter. Forms shall be reviewed for accuracy, scanned, and corrected approximately 550 times each month.

SECTION 3 – HOURS OF OPERATION

3.1. The specific workday schedule shall be coordinated by contractor management, Director for Branch Clinics and the Contracting Officer Representative (COR). For the MCMH, it is anticipated that approximately 40 hours per week per contractor are required, between the hours of 0700 and 1600 Monday through Friday. For BHC China Lake, it is anticipated that approximately 40 hours per week per contractor are required, between the hours of 0700 and 1700 Monday through Thursday and every other Friday between the hours of 0700 and 1600. The contractor is expected to provide full coverage for all operating hours for each clinic.

3.1.1. Services are required as specified above, on each day required, for the hours required. The contractor must retain sufficient personnel to cover each shift, each day, without exception.

3.1.2. Services will not be required on the day of observance of Federal Holidays.