W91QVN-17-R-0201.docx

W91QVN-17-R-0201

Section SF 1449 - CONTINUATION SHEET

TOPA Administrative Support Clerk

FFP

The Contractor shall provide administrative support to TRICARE Operations and Patient Administration (TOPA) Flight, as specified in the PWS at 8th Medical Group, Kunsan Air Base, Korea by scheduling patients for medical appointments by following the 8 MDG Appointment Booking Protocols, checking-in patients for their medical appointment, and entering health care access data into the Armed Forces Health Longitudinal Technology Application (AHLTA).

Two (2) TOPA Clerks: 2080 hours x 2= 4,160 hours.

The Contractor shall provide all personnel, labor, tools, equipment, materials, supervision, transportation, and necessary facilities for this scope of work.

Note: (1) The Contractor shall provide labor cost breakdown spreadsheet as part of proposal. (2) The Contractor shall propose a fully loaded labor rates.

FOB: Destination

NET AMT

Contractor Manpower Report (CMR)

IAW Paragraph 6 of the PWS, Contractor Manpower Report (CMR) must be reported by 31 October of each calendar year during the life of the contract.

NOTE: Not to exceed 20 man hours for data collection and report.

UIC: F2L4MG, Organization: 8th Medical Group, 8 CPTF/FMFL, Kunsan AB, APO AP 96264

NET AMT

Estimated Cost for War Hazard Losses is

Zero (0).

NET AMT

FFP

The Contractor shall provide administrative support to TRICARE Operations and Patient Administration (TOPA) Flight, as specified in the PWS at 8th Medical Group, Kunsan Air Base, Korea by scheduling patients for medical appointments by following the 8 MDG Appointment Booking Protocols, checking-in patients for their medical appointment, and entering health care access data into the Armed Forces Health Longitudinal Technology Application (AHLTA).

Two (2) TOPA Clerks: 2080 hours x 2= 4,160 hours.

The Contractor shall provide all personnel, labor, tools, equipment, materials, supervision, transportation, and necessary facilities for this scope of work.

Note: (1) The Contractor shall provide labor cost breakdown spreadsheet as part of proposal. (2) The Contractor shall propose a fully loaded labor rates.

NET AMT

FFP

IAW Paragraph 6 of the PWS, Contractor Manpower Report (CMR) must be reported by 31 October of each calendar year during the life of the contract.

NOTE: Not to exceed 20 man hours for data collection and report.

NET AMT

FFP

NET AMT

FFP

The Contractor shall provide administrative support to TRICARE Operations and Patient Administration (TOPA) Flight, as specified in the PWS at 8th Medical Group, Kunsan Air Base, Korea by scheduling patients for medical appointments by following the 8 MDG Appointment Booking Protocols, checking-in patients for their medical appointment, and entering health care access data into the Armed Forces Health Longitudinal Technology Application (AHLTA).

Two (2) TOPA Clerks: 2080 hours x 2= 4,160 hours.

The Contractor shall provide all personnel, labor, tools, equipment, materials, supervision, transportation, and necessary facilities for this scope of work.

Note: (1) The Contractor shall provide labor cost breakdown spreadsheet as part of proposal. (2) The Contractor shall propose a fully loaded labor rates.

NET AMT

FFP

IAW Paragraph 6 of the PWS, Contractor Manpower Report (CMR) must be reported by 31 October of each calendar year during the life of the contract.

NOTE: Not to exceed 20 man hours for data collection and report.

NET AMT

FFP

NET AMT

FFP

The Contractor shall provide administrative support to TRICARE Operations and Patient Administration (TOPA) Flight, as specified in the PWS at 8th Medical Group, Kunsan Air Base, Korea by scheduling patients for medical appointments by following the 8 MDG Appointment Booking Protocols, checking-in patients for their medical appointment, and entering health care access data into the Armed Forces Health Longitudinal Technology Application (AHLTA).

Two (2) TOPA Clerks: 2080 hours x 2= 4,160 hours.

The Contractor shall provide all personnel, labor, tools, equipment, materials, supervision, transportation, and necessary facilities for this scope of work.

Note: (1) The Contractor shall provide labor cost breakdown spreadsheet as part of proposal. (2) The Contractor shall propose a fully loaded labor rates.

NET AMT

FFP

IAW Paragraph 6 of the PWS, Contractor Manpower Report (CMR) must be reported by 31 October of each calendar year during the life of the contract.

NOTE: Not to exceed 20 man hours for data collection and report.

NET AMT

FFP

NET AMT

FFP

The Contractor shall provide administrative support to TRICARE Operations and Patient Administration (TOPA) Flight, as specified in the PWS at 8th Medical Group, Kunsan Air Base, Korea by scheduling patients for medical appointments by following the 8 MDG Appointment Booking Protocols, checking-in patients for their medical appointment, and entering health care access data into the Armed Forces Health Longitudinal Technology Application (AHLTA).

Two (2) TOPA Clerks: 2080 hours x 2= 4,160 hours.

The Contractor shall provide all personnel, labor, tools, equipment, materials, supervision, transportation, and necessary facilities for this scope of work.

Note: (1) The Contractor shall provide labor cost breakdown spreadsheet as part of proposal. (2) The Contractor shall propose a fully loaded labor rates.

NET AMT

FFP

IAW Paragraph 6 of the PWS, Contractor Manpower Report (CMR) must be reported by 31 October of each calendar year during the life of the contract.

NOTE: Not to exceed 20 man hours for data collection and report.

NET AMT

FFP

NET AMT

PWS

ERFORMANCE WORK STATEMENT FOR PATIENT ADMINISTRATION/APPOINTMENT CLERK

AT 8TH MEDICAL GROUP (8 MDG) KUNSAN AIR BASE, KOREA

1.1. INTRODUCTION.

1.2. The contractor shall provide two (2) Full Time Equivalents (FTEs) delivering non-personal services of administrative support to TRICARE Operations and Patient Administration (TOPA) Flight at the 8th Medical Group (8 MDG), Kunsan Air Base, Republic of Korea, by scheduling patients for medical appointments by following the 8 MDG Appointment Booking Protocols, checking-in patients for their medical appointment, and entering health care access data into the Armed Forces Health Longitudinal Technology Application (AHLTA). During business hours when no data entry, appointment scheduling or checking in patients takes place, the contractor shall assist with medical records maintenance (a core function of patient administration). The Appointment Booking Protocols will be provided by the 8 MDG. These services shall contribute to a stable workforce tasked with providing quality health care services to a diverse beneficiary population.

1.3. All services shall be provided in accordance with established standards, principles and ethics of the profession and applicable professional specialty organizations, The Accreditation Association for Ambulatory Health Care (AAAHC) standards, applicable Department of Defense (DoD) and Air Force specific regulations, directives, and policies, and military treatment facilities (MTF) specific policies, procedures, and job descriptions. Contractors shall give the highest regard to patient dignity and observe the precepts of the Department of Defense Patient Rights and Responsibilities. The scope of services provided in military treatment facilities cover the same range of services as those that are provided in civilian treatment facilities of similar size and scope of services.

1.4. The Contractor or contract employees shall provide services in conjunction with other non-contract providers to include physicians, nurse practitioners, physician assistants, registered and licensed practical nurses, and support personnel. All contract employees shall perform essentially the same functions, within the scope of acceptable practice for the specific specialty or position, as those required by Army or Government service health care professionals of similar experience and in similar duty assignments. The scope of services provided in military treatment facilities cover the same range of services as those that are provided in civilian treatment facilities of similar size and scope of services.

1.5. This contract is a non-personal services contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the government and its employees.

1.6. Period of Performance:

2.0 BACKGROUND.

2.1. The mission of the military healthcare system (MHS) is to ensure the nation has available at all times a healthy military force supported by a combat ready healthcare system. Health care services for eligible MHS beneficiaries are provided at military treatment facilities (MTFs) located on military installations. The military treatment facility may be a clinic, Hospital, or Medical Center.

2.2. The 8 MDG is a clinic that delivers primary care to approximately 2,600 active duty beneficiaries. Annually, the 8 MDG delivers 24,000 patient visits across primary care services. It is staffed by 2 Family Practice physicians, 5 nurses, 13 medical technicians, and based on mission requirements may be supplemented by up to 3 additional physicians.

3. SCOPE.

3.1 The contractor shall schedule patients for medical appointments by following the 8 MDG Appointment Booking Protocols, check-in patients for their appointment, and enter health care data into the Armed Forces Health Longitudinal Technology Application (AHLTA). Approximately 25% of time may be spent on scheduling appointments (walk-in and telephonic), 25% on checking in patients, 20% on entering data into the Access Reporting Tool, and 30% on facilitating medical records maintenance. These are estimates only and do not imply a fixed schedule, as certain days may necessitate time reallocation to one of the other tasks, depending on the mission. Also, the contractor should include approximately 1 hour per week for meetings, huddles and coordination initiatives.

3.2 Administrative.

3.2.1. Contractor Representative. The Contractor shall designate, in writing, a primary point of contact for contract coordination and implementation not later than five business days after receiving notice of contract award. The Contractor representative may be the person performing the contract. Changes in the primary point of contact (POC), at any time, shall require the Contractor to notify the Contracting Officer (KO) of the new representative at least five working days prior to the change. This notification shall be in writing and shall state the name and contact information for the new point of contact.

3.2.2. The Contracting Officer’s Representative (COR) will be the KO’s authorized representative in administering the contract at the MTF level. The Contractor’s representative shall be available to discuss any problems that the Contractor’s personnel may be experiencing during the performance of this contract. Problems experienced by the Government with the Contractor’s performance will be discussed and resolved. Unresolved problems will be referred to the KO.

3.2.3. The Contractor may use non-compete provisions in its employment agreements to prevent the loss of personnel by the Contractor during the period of performance of this contract. However, the Contractor shall not use non-compete provisions in its employment agreements that would prevent its contract personnel from being employed by or from accepting offers of employment from the new Contractor of the follow-on contract. It would hinder the Government’s ability to accomplish the mission of providing medical care to its beneficiaries.

3.2.4. The Contractor and contract personnel shall abide by all MTF standards, rules, and procedures including requirements for any licensure, credentialing and quality assurance requirements. Such regulations include, but are not limited to, general safety, fire prevention, waste disposal, infection control, AAAHC, and patient safety initiatives.

3.2.5. Media and Other Inquiries. The Contractor shall not respond to any media inquiries. Any inquiries from the media, third parties, or public agencies shall be immediately relayed to the MTF COR or, after duty hours, to the TOPA Flight Commander, Flight Chief (highest enlisted member in the Flight), or the next in the Flight’s chain of command. There shall be no interviews, comments, or any other response without the knowledge and approval of the MTF Commander.

3.2.6. Emergency health care for contract personnel. The MTF will provide emergency healthcare for injuries or life threatening medical emergencies occurring while on duty at the MTF. The Contractor shall reimburse the Government for such services as billed by the MTF.

3.3. Conflict of Interest.

3.3.1. The Contractor or contract personnel shall not bill the patient for services rendered under this contract. The Contractor or contract personnel shall not request or accept compensation of any kind for patients treated, procedures performed, or any other actions performed, except under the terms and conditions of this contract.

3.3.2. The Contractor or contract personnel shall not, while performing services under this contract, advise, recommend, or suggest to persons eligible to receive medical care at Government expense that such persons should receive care from the Contractor or contract personnel or from any third party.

3.3.3. Confidentiality of Information. Unless otherwise specified, all financial, statistical, personnel, and/or technical data which is furnished, produced or otherwise available to the Contractor during the performance of this contract are considered confidential business information and shall not be used for purposes other than performance of healthcare services under this contract. The Contractor shall not release any of the above information without prior written consent of the KO. The Contractor/contract personnel shall not use patient care rendered pursuant to this contract as part of a study, research project, or publication. The contract personnel shall prepare medical records, forms and documents as required, in accordance with the regulations and established guidelines listed in the contract.

3.3.4. The Contractor shall not employ active duty military or Government civilian employees to perform services under this contract.

3.3.5. The Contractor or contract personnel shall not use Government facilities, supplies, or equipment in private practice or for any purpose other than providing the healthcare services required under this contract.

3.4. Security.

3.4.1. Security Identification Badges. The Contractor and contract personnel shall comply with the local installation and MTF personnel identification and access requirements while on site.

3.4.1.1. While in the MTF, each contract personnel shall wear a visible security badge identification, provided by the MTF, on the front of his/her outer clothing. The badge must show the full name, title and if required by the Military the word “Contractor” in front. The COR will provide the paperwork to request identification badges.

3.4.1.2. The Contractor is responsible for absences of contract personnel due to expired identification and access documents. Such absences shall not relieve the Contractor of its obligation to perform the healthcare services required under this contract.

3.4.1.3. The contract personnel shall immediately report any lost or stolen badges to the COR.

3.4.1.4. The contract personnel shall turn in all identification badges to the COR, or his/her designated representative upon termination of their services under this contract.

3.4.1.5. PHYSICAL SECURITY. The Contractor shall be responsible for safeguarding all medical information provided for Contractor use. At the close of each work period, information shall be secured on the office work site. The contractor must ensure that the protected health information used to perform services of this contract is not removed from this MTF.

3.4.1.6. PATIENT LISTS. Patient lists, no matter how developed shall be treated as privileged information. Lists and/or names of patients shall not be disclosed to or revealed in any way for any use outside the MTF without prior written permission of the Chief of Medical Staff or the Health Insurance Portability and Accountability Act (HIPAA) Privacy Officer.

3.4.2. Vehicle Registration. The MTFs are located on restricted access military installations. The Contractor/contract personnel shall comply with the local installation requirements for vehicle registration and operation on the military installation. All contract personnel must register their vehicles with the office responsible for vehicle registration to gain access onto the military installation. A valid driver’s license, Government- furnished civilian identification, proof of insurance and current registration must be presented to the Provost Marshal’s Office, at which time a DoD decal will be issued. The decal shall be placed on the vehicle’s front windshield in accordance with instructions.

3.4.2.1. All vehicles, with or without a DoD decal, are subject to search. Contract personnel may encounter long delays for vehicle inspection and identification checks upon entering and exiting the installation. The Government will not reimburse the Contractor for time spent at installation checkpoints. Contract personnel must plan accordingly and report to work at their scheduled duty time, at their appointed place of duty within the MTF.

3.4.2.2. Contract personnel shall follow installation procedures for removal and turn-in of the vehicle decal upon termination of services under this contract.

3.4.3. Keys. The Contractor shall be responsible for any keys issued by the Government to contract personnel for use in the MTF. The keys shall not be duplicated. The Contractor shall be financially responsible for the replacement of any lost keys and any associated locks. Lost keys and/or locks shall be reported to the issuing party, Department Chief, or COR immediately upon recognition of the loss.

3.4.4. Safeguarding Material. The contract personnel shall be responsible for safeguarding all Government property. The Contractor shall safeguard information of a confidential or sensitive nature. All patient related information is considered confidential and sensitive. If working remotely, Contractors are prohibited from reproducing patient information in any way. This includes printing. Neither the Contractor nor any of its contract personnel shall disclose or cause to be disseminated any information concerning the operation of the MTF that could result in or increase the possibility of a breach in security or interrupt the continuity of operations or which breach the requirements of the Federal Privacy Act of 1974 as amended. However, the Contractor may be required to provide testimony or disposition in cases of due process action.

3.4.5. Antiterrorism (AT) and Operations Security (OPSEC)

3.4.5.1. This provision/contract text is for contractor employees with an area of performance within an Air Force controlled installation, facility, or area. All contractor employees, to include subcontractor employees, requiring access to Air Force installations, facilities, and controlled access areas shall complete AT Level I awareness training within 50 calendar days after contract start date or effective date of incorporation of this requirement into the contract, whichever is applicable. The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee to the COR within 20 calendar days after completion of training by all employees and subcontractor personnel.

3.4.5.2. AT Awareness Training for Contractor Personnel Traveling Overseas. This standard language text required US based contractor employees and associated sub-contractor employees to make available and to receive government provided area of responsibility (AOR) specific AT awareness training as directed by AR 525-13. Specific AOR training content is directed by the combatant commander with the unit ATO being the local point of contact.

3.4.5.3. iWATCH Training. This standard language is for contractor employees with an area of performance within an Army controlled installation, facility or area. The contractor and all associated sub-contractors shall brief all employees on the local iWATCH program (training standards provided by the requiring activity ATO). This local developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within 30 calendar days of contract award and within 5 calendar days of new employees commencing performance with the results reported to the COR NLT 50 calendar days after contract award.

3.4.5.4. For Contracts that Require an OPSEC Standing Operating Procedure/Plan. The contractor shall develop an OPSEC Standing Operating Procedure (SOP)/Plan within 90 calendar days of contract award, to be reviewed and approved by the responsible Government OPSEC officer, per AR 530-1, Operations Security. This SOP/Plan will include the government's critical information, why it needs to be protected, where it is located, who is responsible for it, and how to protect it. In addition, the contractor shall identify an individual who will be an OPSEC Coordinator. The contractor will ensure this individual becomes OPSEC Level II certified per AR 530-1.

3.4.5.5. For Contracts that Require OPSEC Training. Per AR 530-1, Operations Security, new contractor employees must complete Level I OPSEC training within 30 calendar days of their reporting for duty. All contractor employees must complete annual OPSEC awareness training.

3.4.5.6. For Contract Requiring Performance or Delivery in a Foreign Country, DFARS Clause 252.225-7043, Antiterrorism/Force Protection for Defense Contractors outside the US. The clause shall be used in solicitations and contracts that require performance or delivery in a foreign country. This clause applies to both contingencies and non-contingency support. The key AT requirement is for non-local national contractor personnel to comply with theater clearance requirements and allows the combatant commander to exercise oversight to ensure the contractor's compliance with combatant commander and subordinate task force commander policies and directives.

3.5. Orientation and Training.

3.5.1. MTF in-processing checklist. When commencing work under this contract, the contract personnel shall obtain in-processing checklist(s) from the COR or designated office. All contract personnel are required to complete the applicable items on the checklist and turn it in to the designated office. Upon completion of the duty assignment, the contract personnel need to complete an out-processing checklist and return it to the designated office.

3.5.2. MTF and Unit Orientation. The contract personnel shall be provided with a Government paid orientation to familiarize the contract personnel with the policies and procedures of the MTF, assigned department and specific unit.

3.5.2.1. The 8 MDG orientation shall be completed within 30 days of beginning the performance of this contract.

3.5.3. Annual training requirements. The Contractor shall ensure that contract personnel complete any mandatory annual training requirements in accordance with MTF procedures.

3.5.4. Government unique training. The government may elect to provide unique government training to contractors who are performing services under this contract. If the government elects to provide such training, the government will provide such training at no additional expense to the contractor. When directed by the contracting officer or the COR, the contractor shall attend all such training in a paid status as part of the normal services required and billed under the contract. Such training shall require a performance commitment by the contractor and the contractor shall reimburse the government (by means of a reduction in an invoice) if a contractor fails to satisfy the performance commitment after the contractor receives the notice to attend the unique government training. The amount of the reimbursement shall be the prorated cost of training, calculated based on the total cost of the training and the number of months by which the contractor fails to complete the performance commitment. The length of the performance commitment shall be 12 months or until the end of all performance under this contract, whichever occurs first.

3.5.5. Computer Training. Contract personnel who have any interaction with the MTF computer systems must receive training for the applicable system(s). The COR will coordinate the necessary computer training. The training will be on-site and during normal duty hours. This training will be at no cost to the Contractor. These systems include but are not limited to:

3.5.5.1. Composite Healthcare Computer System (CHCS) is the military’s world-wide automated medical information system interfaces with 40 plus external clinical and administrative systems.

3.5.5.2. Armed Forces Health Longitudinal Technology Application (AHLTA) contains the MTF’s appointment scheduling program, pharmacy, lab, and radiology ordering system and is interlinked with other departments in the MTF. In addition, it contains the electronic medical records for MHS beneficiaries.

3.6. MTF HOURS OF OPERATION

3.6.1. The 8 MDG operating hours are from 0730 to 1700, Monday through Friday. However, contract services are required from 0730 to 1630, Monday through Friday, with 1 hour for lunch between the hours of 1100-1300.

3.6.2. Holidays. The following is a list of legal federal holidays. Any of the federal holidays falling on a Saturday may be observed on the preceding Friday; holidays falling on a Sunday may be observed on the following Monday. Contract personnel may be required to work on legal holidays as determined by the COR.

New Year’s Day, January 1st Martin Luther King’s Birthday, 3rd Monday in January President’s Day, 3rd Monday in February Memorial Day, Last Monday in May Independence Day, July 4th Labor Day, 1st Monday in September Columbus Day, 2nd Monday in October Veteran’s Day, November 11th Thanksgiving Day, 4th Thursday in November Christmas Day, December 25th

NOTE 1: Any holidays that are declared by Presidential Executive Order shall be observed in the same manner as the holidays listed above. If the area in which a contract employee is scheduled to work is closed due to the holiday and the employee is not required to report in, payment will not be made for those hours. Closures of the installation due to inclement weather, war, military exercises or other such acts of God shall be handled in the same manner.

3.6.3. Contract personnel shall report to work as scheduled during emergencies, disasters or during adverse weather conditions. Contract services are still required during these situations.

3.6.3.1. During preannounced military exercises, the clinic does not establish appointments. During these exercises, the contractor shall spend the majority of this time to perform medical records maintenance and a smaller portion of this time entering data into the performance reporting tool.

3.6.4. Closures. During anticipated closure of the facility due to Command declared training holidays or during unplanned closure of the facility due to natural disasters, military emergencies, severe weather, or otherwise, the contractor may not be afforded the opportunity to perform services of this contract. When the contractor is not present at the MTF to perform contract services during these closures, the contractor shall not invoice the Government for services not performed and the Government will not be liable to the contractors for any such closures.

3.7. HOURS OF PERFORMANCE.

3.7.1. The schedule of performance is discussed in paragraph 3.6.1.

3.7.1.1. The contractor shall not provide overtime duties.

3.7.1.2. The contractor will not pull call.

3.7.2. Unanticipated absences: The COR or their designee will be responsible for communicating with the contractor regarding unanticipated absences, such as due to acute illnesses or injuries that necessitate the contractor to seek care from a medical provider.

3.7.3. Absences and leave:

3.7.3.1. The contractor shall notify the COR when a scheduled contract personnel cannot fill a shift due to illness or emergency. Notification shall be as early as possible.

3.7.3.2. Scheduled absences of contract personnel shall be coordinated with the COR at least 2 weeks in advance. Depending on the days or hours scheduled for absence, the COR will determine whether or not the contractor supplies a substitute.

3.7.4. The Contractor is responsible for submitting an accurate invoice.

3.8. RESERVED

3.9. Health and immunization requirements. All contract personnel performing services under this contract shall comply with 8 MDG health and immunization requirements. The expense to comply with the health and immunization requirements shall be borne by the Contractor at no additional cost to the Government.

3.10. Criminal History Background Check Requirements relating the children under the age of 18: Not applicable due to not providing services to children under the age of 18.

3.11. RESERVED

3.12. Contractor Verification System (CVS).

3.12.1. The Contractor shall comply with agency personal identity verification procedures known as the CVS.

3.12.2. The Contractor shall comply with agency personal identity verification procedures in all subcontracts when the subcontractor is required to have physical access to a federally-controlled facility or access to a Federal information system.

3.12.3. The Contractor shall ensure compliance with the provisions set forth below. For purposes of FAR Clause 52.204-9, the Government will designate a Trusted Agent (TA), and the Contract Officer Representative for this contract. The Government reserves the right to amend or supplement these provisions pursuant to the Changes clause in the contract.

3.12.4. In-processing Requirements. Contractor personnel are prohibited from performing services under this contract absent the compliance with the in-processing requirements of the MTF.

3.12.4.1. For every contract service provider, the company shall provide the following information to the TA for input into the DEERS/RAPIDS System:

(a) Last Name

(b) First Name

(c) Middle Name

(d) Social Security Number

(e) Date of Birth

(f) E-mail Address (may be either the e-mail address of the incoming individual or the FSO).

3.12.4.2. The contract service provider shall have an Army Knowledge Online (AKO) account in order to submit the application. AKO registration may be accessed via https://www.us.army.mil.

3.12.4.3. The DEERS/RAPIDS Systems will send a notice to the e-mail address provided IAW the above requirement, in which the contract service provider’s user ID and password are provided. In the event the e-mail message is sent to the FSO, the FSO shall notify the Contractor of the contract service provider’s user ID and password.

3.12.4.4. The contract service provider shall log into the DEERS/RAPIDS System, and submit an application for acceptance into the System, using the user ID and password provided.

3.12.4.5. The application will be accepted, returned, or rejected by the TA. Notice as to whether the application has been accepted, returned or rejected will be provided to the individual’s e-mail address provided within 48 hours after submission. If the application is returned or rejected, the contract service provider shall contact the TA and comply with the TA’s guidance to attempt to correct and resolve the issues.

3.12.4.6. Upon approval of the application, the contract service provider shall receive an e-mail sent to the address provided stating the Common Access Card (CAC) application was approved and to proceed to the Verifying Office (VO) with two photo IDs to obtain a CAC. For CAC issuance, a DD2842 must be completed and taken by the individual with two forms of picture ID. The e-mail will contain a URL to download the form. Acceptable forms of ID are: Driver’s License, Social Security Card, Military ID, Contractor Company ID with picture and expiration date, VISA charge card with picture imprinted, and passport.

3.12.4.7. Revalidation Requirements. The TA is required to revalidate all contract service providers, in the DEERS/RAPIDS System, every 6 months. In the event revalidation is denied, the CAC credentials shall be revoked and the Card will not be useable to login.

3.12.4.8. Out-processing Requirements. When a contract service provider’s performance under this contract ceases, the Contractor or FSO shall provide written notice to the TA. The TA will remove the contract service provider from the DEERS/RAPIDS System. The Contractor shall ensure the contract service provider’s CAC is turned in to the Government IAW the out-processing procedures and further guidance from the Pacific Regional Contracting Office.

3.13. QUALITY CONTROL

3.13.1. The Contractor shall have a planned and systematic quality control plan for monitoring and analyzing its contract performance.

3.13.2. The Contractor shall ensure that all contract employees comply with the MTF quality management/process improvement activities.

4. QUALITY ASSURANCE SURVEILLANCE PLAN:

4.1. Government Oversight. The performance by the contract personnel, the quality of services rendered, and any documentation or written material in support of same, shall be subject to continuous inspection, surveillance and review for acceptance by the KO or COR. Any services rendered by the contract personnel to patients or interaction with military/civilian personnel deemed unprofessional, threatening, or dangerous by the KO will be grounds for immediate termination for default or cause. Quality Assurance procedures established by the MTF shall be used for continuous monitoring. Other performance evaluation factors will be monitored that are not quantified by numerical measurements which include: Contractor providing personnel not meeting the minimum qualification standards; inappropriate prescriptions; patient customer service comments; Contractor relationship with hospital staff/Government contracting personnel; compliance with hospital healthcare policies and procedures.

5.0. POSITION DESCRIPTIONS.

5.1 Position Title: Patient Administration and Appointment Clerk

5.1.1. Assigned to: TRICARE Operations and Patient Administration (TOPA) Flight at the 8th Medical Group (8 MDG), Kunsan Air Base, Republic of Korea

5.1.2. Managed by: The OIC of TOPA Flight will be the most senior ranking member of the Flight.

5.1.3. Qualifications

5.1.3.1. Education: High School Diploma or General Educational Development (GED) equivalency. Must be able to read, comprehend/understand, speak, and write English fluently. The Foreign National must have a TOEIC score above 550.

5.1.3.2. Experience: At least 2 years of continuous employment with a single company, working in an administrative capacity (business, healthcare, clerical, etc.).

5.1.4. Specific Duties/Tasks: The Patient Administration and Appointment Clerk‘s duties shall include but not be limited to:

5.1.4.1. Schedules medical appointments through walk-in and the MTF appointment line, and checks in patients for their medical appointment. The following steps must be completed: (1) verify eligibility; (2) identify the availability of appointments; (3) review available appointments with the beneficiary; (4) schedule the appointment selected by the beneficiary; (5) cancel and reschedule appointments if requested by the beneficiary; and (6) cancel and reschedule appointments directed by the clinic OIC or NCOIC for planned or unplanned changes (i.e. exercise)

5.1.4.1.1. Follows the access to care (ATC) standards to book appointments by using the 8 MDG Appointment Booking Protocols, which will be provided in-house.

5.1.4.1.2. Books appointments for active duty and Prime enrollees within the following ATC time frames: (1) Acute appointments within 24 hours, (2) routine appointments within 7 days, (3) specialty/wellness appointments within 28 days. If these standards cannot be met, notify the TOPA Flight Commander and the Group Practice Manager.

5.1.4.1.3. Books all acute, consult, and any other designated appointments in the following order of priority: (1) active duty, (2) non active duty prime enrollees, (3) Space Available as indicated in the “8 MDG Space Available Policy Letter.”

5.1.4.2. Retrieves and analyzes metrics from appointment call volume, wait time and associated data from the telephone call tree system and/or TRICARE Online (a subset of MiCare System) resources. Training will be provided by the 8 MDG.

5.1.4.3. Presents biweekly key management indicators (i.e. accessibility to care) to leadership as requested. Examples of leadership are the TOPA Flight Commander, the Group Practice Manager, or any members of the 8 MDG Executive Committee.

5.1.4.4. Upon completing the aforementioned tasks during the duty day, supplement the Patient Administration staff in filing medical records; packaging and shipping of medical documentation (filing specialty referral results, logging the medical record database as records are requested for care, pulling and returning medical records, and preparing medical records for shipping); and facilitating the updating of the medical records logs. Training will be provided in-house.

5.1.4.5. During business hours when no data entry, appointment scheduling or checking in patients takes place, the contractor shall assist with medical records maintenance (a core function of patient administration).

5.2. Requirements for all positions.

5.2.1. The Contractor shall ensure that all contract personnel providing services under this contract shall be able to read, write, and speak English well enough to effectively communicate with patients, coworkers and health are providers. In addition, as the position requires the use of computers, the contract personnel shall be computer literate.

5.2.2. The contract personnel shall possess sufficient initiative, interpersonal relationship skills and social sensitivity such that he/she can relate constructively to a variety of patients from diverse backgrounds.

PERFORMANCE REQUIREMENTS SUMMARY (PRS) Table

Performance Objective

GENERAL ACCESS

PROCESSING: ATC standard/objective is basically what is reflected on both of the para. ref.

Not more than four (4) missed ATC standards PWS para. 5.1.4.1.1.

and 5.1.4.2.

Report issued.

2) Corrective action taken immediately after CDR issued.

3) Progress meetings by KO, if required

LEADERSHIP ACCESS

SUPPORT: Present bi- weekly key management indicators to leadership (the Group Practice Manager [GPM] or the TOPA Flight Commander), and provide data mining support to the No more than 2 reporting errors

Report issued.

2) Corrective action taken immediately after CDR issued.

GPM. Advising on any booking trends

Performance Assessment Report, and customer service, and inspections.

3) Progress meetings by KO, if required

APPOINTMENT FACILITATION:

Schedules appointments as outlined in para 5.1.4.1.

No more than 5 booking errors per month (not providing first call resolution, booking to incorrect provider, booking outside of ATC, etc)

Failing more than 1 appointment line monitoring audit

Report issued.

2) Corrective action taken immediately after CDR issued.

3) Progress meetings by KO, if required

GENERAL PATIENT ADMINISTRATION: 1)

Verify eligibility of beneficiaries, 2) identify the availability of appointments, 3) review available appointment with the beneficiary, 4) schedule the appointment selected by the beneficiary, 5) cancel and reschedule appointments directed by the beneficiary or the clinic POC for planned changes;

6) advise the patient of provider location, time and day of the referral appointment prior to the patient leaving facility; 7) support the Patient Administration staff in the filing, receiving, updating the medical records database, packaging, and shipping of medical documentation during times when the clerk is not occupied with the 6 previously aforementioned tasks.

No more than 5 booking errors per month (not providing first call resolution, booking to incorrect provider, booking outside of ATC, etc)

Failing more than 1 appointment line monitoring audit

Report issued.

2) Corrective action taken immediately after CDR issued.

3) Progress meetings by KO, if required

6.0. CONTRACTOR MANPOWER REPORT (CMR):

The contractor shall report ALL contractor labor hours (including subcontractor labor hours, if approved by KO) required for performance of services provided under this contract for TRICARE Operations and Patient Administration (TOPA) Support Clerk, 8th Medical Group, Kunsan AB. The contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil/, and then click on "Department of the Army CMRA" or the icon of the DoD organization that is receiving or benefitting from the contracted services. Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, beginning with 2017. Contractors may direct questions to the help desk by clicking on "Send an email" which is located under the Help Resources ribbon on the right side of the login page of the applicable Service/Component’s CMR website.”

7.0. APPLICABLE TECHNICAL ORDERS, SPECIFICATIONS, REGULATIONS, AND MANUALS.

Following is a list of basic publications applicable to this performance based statement of work. Additional publications may be listed by call. The Contractor is obligated to follow these publications. The MTF policies and procedures can be obtained from the 8 MDG. Department of Defense publications can be found at www.defenselink.mil/pubs or www.dtic.mil/whs/directives.

The Publications have been coded as mandatory or advisory. The Contractor is obligated to follow those coded as mandatory only to the extent that they apply to this contract. Supplements, amendments, or changes to these mandatory publications may be issued during the life of the contract. Advisory publications may be used for information and guidance but are not binding for compliance.

Mandatory Publications:

8.0. ACRONYMS AND DEFINITIONS.

SUPPLEMENT TO PWS

(A) For reporting purposes, FAR Clause 52.204-10 Reporting Executive Compensation and First Tier Subcontract Awards, the Treasury Account Symbol (TAS) is 97 0130.

(B) HEALTH REQUIREMENTS FOR CONTRACT EMPLOYEES

Contract provider providing services under this contract shall receive a pre-employment physical examination prior to commencement of work and annually thereafter. Contract personnel shall report to a Government physician to receive a pre-employment examination and immunizations prescribed by the MTF.

The request for physical examination will be made using USFJ Form 10 to verify the credibility of the physician being called on to perform this action before services are rendered. It is the contractor’s responsibility to pay for any medical examinations necessary to ensure this public health compliance requirement is met.

Not later than five (5) working days prior to commencement of work, certification shall be provided to the Contracting Officer’s Representative that the provider has completed the medical evaluation required above. This certification shall state the date on which the examination was completed, the name of the doctor who performed the examination, and a statement concerning the physical health of the individual. The certification shall also contain the following statement: “(Name of contract provider) is suffering from no contagious diseases to include, but not limited to, Tuberculosis, Hepatitis, and Venereal Disease.”

OSHA requires that all contract personnel who will have occupational exposure to blood or body fluids, or other potentially infectious materials, shall receive Hepatitis B vaccine, sign a voluntary declination, or have documented proof of immunity to Hepatitis B infection. Personnel who sign declinations may change their minds at any time and receive the Hepatitis B vaccine without penalty.

The contractor is responsible for reporting all information necessary to assure hospital records can be maintained correctly, and therefore comply with the JCAHO, OSHA, and CDC health record requirements.

Certification of current physical examination for each employee. The certification shall contain a signed statement by the examining physician stating that the employee is free of any contagious diseases. Physical examination must be current within 12 months prior to application for privileges. Initial documentation is required for: MMR (immunization or titer levels for Rubella and Rubeola), history of chicken pox disease or positive titer (varicella vaccination must be accomplished if lack of immunity), Tetanus Diphtheria (Td), TB Mantoux skin test (IPPD) if positive, minimum requirement will be follow-up with the Contractor’s physician and a chest x-ray. A physician must provide documentation of “no active respiratory disease.” It is the contractor’s responsibility to pay for any medical examinations necessary to ensure this public health compliance requirement is met.

(C) CRIMINAL HISTORY BACKGROUND CHECK REQUIREMENT

The contractor shall ensure that, as a condition of employment, the contractor personnel providing patient care services under this contract meet the requirements of the Crime Control Act of 1990, as amended. This will be accomplished by successfully completing a Criminal History Background Check consisting of a Federal Bureau of Investigation (FBI) fingerprint check and State Criminal History Repository check. The procedures for completing the required background check are outlined within Department of Defense Instruction (DODI) 1402.5, dated January 10, 1993; Subject: Criminal History Background Checks on Individuals in Child Care Services; Enclosure 6, paragraph D, Government Contract Employees.