PWS_Redacted.pdf

PERFORMANCE WORK STATEMENT

Administrative Support Services Naval Hospital Twentynine Palms, CA (Robert E. Bush Naval Hospital)

UID#- 35949183874

SECTION 1 – SCOPE

1.1. BACKGROUND

The contractor shall provide administrative support services for the Physical and Occupational Therapy Department at Naval Hospital Twentynine Palms (NHTP), CA. NHTP is a tenant command on the Marine Corps Air Ground Combat Center (MCAGCC) in the city of Twentynine Palms. NHTP provides patient and family centered care to active duty and retired families of the MCAGCC and surrounding communities.

1.2. The contractor shall provide administrative support services to include patient appointing, customer service, and other medical administrative services to support the overall operational mission of the Military Treatment Facility (MTF) to deliver high quality healthcare and support to operational forces.

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

Naval Hospital Twentynine Palms (NHTP), 1145 Sturgis Road, Twentynine Palms, CA 92278 Adult Medical Care Clinic (AMCC), Bldg. 1564, 6th Street, Twentynine Palms, CA 92278

SECTION 2 – DUTIES

2.1. In addition to the duties listed in the basic award, the contractor shall perform the following specific duties in support of clinical care:

2.1.1. The contractor shall use the computerized systems such as Military Health Systems (MHS) Genesis to include: Power Chart, Revenue Cycle, Revenue Cycle Expansion (RevX), and Discern Reporting Tool.

2.1.2. The contractor shall apply knowledge of medical terminology, anatomy, and medical record documentation to enter/retrieve data to/from patient’s medical records to include retrieval of morbidity data using MHS Genesis.

2.1.3. Utilize MHS Genesis to verify and update patient demographics and insurance information.

2.1.4. Generate appropriate clinical and administrative forms adhering to the MTF Standard Operating Procedures (SOP) and MHS Genesis Super-user guide.

2.1.5. The contractor shall print technical and administrative reports (i.e. list of daily patient appointments, Defense Enrollment Eligibility Reporting System (DEERS) eligibility forms, insurance documentation, End of Day Reporting, and No Show Report) from MHS Genesis.

2.1.6. The Contractor shall provide daily correspondence to providers for the completion of patient records.

2.1.7. The contractor shall record accurate phone messages and relay information within 30 minutes.

2.1.8. The contractor shall receive, greet and direct patients, visitors and hospital personnel and provide accurate responses in a friendly, courteous and concerned manner.

2.1.9. The contractor shall screen, record and redirect approximately 4000 telephone calls per month using appropriate telephone etiquette.

2.1.10. Utilize MHS Genesis to review, appoint, discharge and close all consults to the department.

2.1.11. Utilize MHS Genesis to schedule approximately 2000 patient appointments; cancel approximately 200 appointments and reschedule 200 appointments per month.

2.1.12. The contractor shall reconcile all appointed patient encounter forms, other than same-day appointments or walk-in patients, with the correct patient record approximately 2000 times per month.

2.1.13. The contractor shall verify that all required information on encounter forms are properly completed at the conclusion of each patient encounter. Forms shall be reviewed for accuracy, corrected when found inaccurate, scanned and uploaded into the patient’s electronic health record daily.

2.1.14. The contractor shall generate daily schedules for patient appointment tracking.

2.1.15. The contractor shall create and maintain clinical schedules and schedule templates for 12 medical providers and ensure that all schedules are open six months in advance.

2.1.16. The contractor shall utilize Microsoft Office Programs for creating and maintaining clinic forms.

2.1.17. The contractor shall coordinate with outside providers as well as referring providers to gather pertinent medical records/documents needed for care.

2.1.18. The contractor shall scan and upload all outside pertinent medical records, intake forms, light limited duty, and informed consent documentation into patient’s Electronic Health Record (EHR) approximately 500 times a month.

2.1.19. Generate monthly productivity reports for 12 providers in the Physical and Occupational Therapy Department.

2.1.20. Follow-up with the Physical and Occupational Therapist to determine order validity for outside referrals approved by the department.

2.1.21. Utilize MHS Genesis to verify third party insurance information for approximately 200 patients per month and make updates to the patient’s Electronic Medical Record (EMR) according to the MTF SOP if insurance information has changed.

2.1.22. Provide training on front desk operations to general duty corpsman working within the department.

2.1.23. Perform daily temperature checks of clinic equipment and maintain logs of daily checks.

2.1.24. Maintain safety binders associated with emergency code response.

2.1.25. Maintain database of Physical and Occupational Therapy patient objective outcome measures, totaling 700 entries per month.

2.1.26. Submit a Monthly Report with Workload Statistics. The data shall be recorded daily by the contractor, reported for the month, and provided to the COR. Statistics to be reported in a monthly spreadsheet and should include number of patient encounters performed, number of patient check-ins, number of medical records uploads made for patients, and volume of Other Health Insurance (OHI) verifications performed.

2.1.27. Adhere to Freedom of Information Act/Privacy Act restrictions as they relate to medical records and documents for military service family members.

2.1.28. APPLICABLE DIRECTIVES

The following directives will be provided by the Government for performance of duties:

HIPAA (Health Insurance Portability and Accountability Act) Privacy and Security policies OPNAVINST 5102.1 series, OPNAVINST 5100.23 series Various OSHA safety, security, local instructions, rules and notices provided by the Government Staff.

SECTION 3 – HOURS OF OPERATION

3.1. Services shall be provided Monday through Friday, between 0700 -1800, either an 8.5 or 9 hour shift inclusive of a 30-minute or 1 hour uncompensated meal break depending on the shift length. Start time flexibility is authorized during normal operating hours provided work does not exceed 8 hours per day, 40 hours per week. Contractor is responsible for supervising their employees to adhere to these requirements. Overtime is not allowed under this contract. Any overtime incurred shall be at the expense of the contractor.

3.2. NHTP will not be in operation on the day of observance of Federal holidays as directed by

MCAGCC.

SECTION 4 – DELIVERABLES

4.1. In addition to the deliverables specified in Section 4 of the basic contract PWS, the contractor shall provide the following deliverables daily.

Administrative and Technical Reports List of Daily Patient Appointments Defense Enrollment Eligibility Reporting System (DEERS) eligibility forms Insurance documentation End of Day Reporting No Show Report Provider Productivity Report

4.2 Monthly Report with Workload Statistics - Data shall be recorded by the clerk daily, reported for the month and provided to the COR by the fifth business day of the month.

SECTION 5 – QUALITY ASSURANCE SURVEILLANCE PLAN (QASP) MATRIX

5.1. In addition to the performance standards and acceptable quality levels specified in the basic contract, the following performance standards and acceptable quality levels apply:

Deliverable or Service Requirement

Measurement/Metric Performance Standard

Acceptable Quality Level

(AQL)

Method of Surveillance

PWS

Paragraph 2.1.7, 2.1.8, 2.1.9, 2.1.10, 2.1.11

Accuracy/ Timeliness

Telephone Call Monitoring and Follow- Up: Courteous and proper resolution of caller needs (i.e. Schedule appointment, relay messages).

95% (Appointment Errors shall not exceed 1% of the total contractor scheduled appointments per month).

Random Sample/ Government Representative to monitor.

PWS

Paragraph 2.1.1, 2.1.2, 2.1.3

Accuracy Use of Information Systems: Use and accuracy of data entered into MHS Genesis.

100% use with no more than 2% of total records incomplete or inaccurate per month.

100% of all clinician schedules are opened and

Random Sample/ Government representative to monitor.

available 6 months prior to appointment day.

PWS

Paragraph 2.1.5, 2.1.13, 2.1.15, 2.1.18, 2.1.19

Administrative Support Services

Adhere to requirements specified in

PWS.

Timeliness:

on or ahead of schedule at least 98% of time.

Random Sample/ Government representative to monitor.

PWS

Paragraph 3.1

Staffing Contractor shall provide sufficient staffing to provide services during the identified hours & in accordance with the Contractor’s proposed labor category(s) & number of full time equivalents (FTEs).

100% Government representative to monitor

SECTION 6 – QUALIFICATIONS

The following qualification is in addition to the minimum qualifications specified in Section 6 of the basic contract PWS.

6.1. Skills and Knowledge required for the position - During performance of this contract, the Contractor shall provide personnel with sufficient skills to accomplish the tasks contained in this PWS. The government reserves the right to require the Contractor to remove and replace any personnel who provide unsatisfactory performance, demonstrate insufficient knowledge, or possess inadequate skill levels necessary to complete assigned tasks. The skill level of the staff provided shall be current and consistent with new technologies.

6.1.2. Possess experience producing documents that require complex formats to edit, update or re-write to make clear and revise existing complex word processing documents or spreadsheets.

6.1.3. Possess experience with medical terms and familiarity with medical terminology and special procedures, routines and characteristics of the various clinical operating specialty areas.

6.1.4. Contract workers shall possess and maintain current certification in American Heart Association Basic Life Support (BLS) for Healthcare Providers. Training shall be the responsibility of the contractor and is at no cost to the Government. Contract workers not currently in possession of current certification must acquire certification prior to initiating contract performance. Web based classes do not meet these standards. Certification Card must display the American Heart Association or Military Training Network emblem.

SECTION 7 – FURLOUGH

7.1. Unless otherwise authorized by a defense appropriations bill, Contractors shall not be reimbursed by the government for services not rendered during a government furlough. In the event of a government furlough, the Commanding Officer will determine which Healthcare Workers (HCWs) are considered essential and therefore must report to work. HCWs deemed essential shall be compensated for services rendered during a furlough. All other HCWs shall be furloughed until the government shutdown ends or they are notified by the Contracting Officer’s Representative that they have become essential HCWs.

Contracting Officer’s Representative (COR)

The Contracting Officer's duly authorized representative, the Contracting Officer's Representative (s), will perform inspection and acceptance of services provided.

For the purposes of this clause, , email:

is the authorized representative for the Contracting Officer.

Inspection and acceptance will be performed at Naval Hospital Twentynine Palms, CA.