Wheelchair Operations Manager RFR Bidders Conference Presentation 2.15.23.pdf

RFR for Wheelchair Operations Manager

Bidder’s Conference - February 15, 2023 COMMBUYS Bid Number: BD-23-1039-EHS01-EHS01-80460 ISSUE DATE: November 21, 2022

Welcome Dan Girard, OLTSS

• Dan Girard, Deputy Director, Home-Based Fee-For-Service Programs, MassHealth Office of LTSS (OLTSS)

• Almas Dossa, Director Home and Community-Based FFS Programs, OLTSS

• Caitlin Crugnale, Senior Manager, LTSS Continuum and Special Projects Team, OLTSS

• Brian Kiwanuka, Assistant General Counsel, Executive Office of Health and Human Services (EOHHS)

• Jaimie Bern, Managing Principal, Health Management Associates (HMA)

• Missy Garrity, Associate Principal, HMA

Agenda

9:00 AM Welcome Dan Girard, OLTSS

9:05 AM Opening Remarks Jaimie Bern, HMA

9:10 AM Programmatic Overview/ Background

Dan Girard, OLTSS

9:15 AM Procurement Submission Requirements Jaimie Bern, HMA

9:30 AM Questions/Discussion All

9:55 PM Closing Remarks Jaimie Bern, HMA

Opening Remarks Jaimie Bern, HMA

• Pursuant to RFR Amendment #2, EOHHS plans to present questions of interest at today’s Bidder’s Conference. At its discretion, EOHHS plans to address topics of interest raised at the Conference.

• Verbal responses are not binding.

• Bidders are encouraged to submit all questions in writing by the second round of questions deadline, which is February 22, 2023, at 5:00 p.m.

• EOHHS intends to review questions received before the deadline and at its discretion prepare written responses to questions which EOHHS determines to be of general interest. Only written responses posted on COMMBUYS will be binding on EOHHS.

• Updates, amendments or clarifications to the RFR and written questions and answers will be posted on COMMBUYS, so please be sure to check the site regularly.

• All bidders must register as a seller in the COMMBUYS system. As detailed in Section 4 of the RFR, Bidders must submit electronic quotes via COMMBUYS and must comply with all COMMBUYS electronic file submission requirements and file limits.

• Pursuant to RFR Section 6.5, other than today’s Conference, Bidders are prohibited from communicating directly with any employee of EOHHS regarding this RFR, except as specified in the RFR, and no other individual Commonwealth employee or representative is authorized to provide any information or respond to any question or inquiry concerning this RFR, except as specified in the RFR.

• Recordings are not permitted

RFR for Wheelchair Operations Manager

RFR Contact:

Amy Butcher, Procurement Coordinator Amy.butcher@mass.gov

Opening Remarks Jaimie Bern, HMA

Event Key Dates/Times Days from RFR

Issue date

RFR Issued November 1, 2022

Deadline for First Round of Written Questions: November 30, 2022, by 5:00 p.m. 30

Responses to First Round Bidders’ questions December 12, 2022 42

Bidders Conference (virtual) February 15, 2023, at 9 a.m. - 10 a.m. 106

Deadline for Second Round of Written Questions February 22, 2023, by 5:00 p.m. 113

Bidder Responses Due on COMMBUYS (“Bid Opening Date”) March 13, 2023, by 12:00pm 133

Oral Presentation/Staff Interview/ Reference Checks

Site Visits (optional/estimated)

Notification of Bidder Selection (estimated) April 20, 2023 171

Anticipated Contract Start Date: May 22, 2023 203

Implementation Phase 1 By [date 18 months after Contract Start Date]

Implementation Phase 2 (estimated) By [date end of Contract Year 3]

Programmatic Overview Dan Girard, OLTSS

On March 11, 2021, President Biden signed into law the American Rescue Plan Act (ARPA).

Section 9817 provides enhanced federal funding for Medicaid home and community-based services (HCBS).

EOHHS requested and received approval to use the ARPA funding for the design and implementation of two new wheelchair initiatives:

Two initiatives are separate but related initiatives and will be managed by a single Operations Manager (focus of this RFR).

Goal:

To test enhanced supports for MassHealth

Members whose wheelchairs need repair.

Wheelchair Loaner Program

Community Provider Wheelchair

Repair Program

$3.7 Million of ARPA funds available to support:

Operations Manager program administration Purchase of stock parts for repairs Loaner wheelchair fleet acquisition

On March 31, 2025, all ARPA funding must be disbursed.

On or around this time, EOHHS will determine if the programs should extend beyond Contract Year Three or be modified, including contraction or expansion.

EOHHS’ determination will be subject to:

(1) further legislative appropriations, with the extent and presence of any appropriation to be determined by EOHHS in its sole discretion;

(2) all necessary federal and state approvals as determined by EOHHS in its sole discretion, including continued authorization if necessary; and

(3) satisfactory performance, as determined by EOHHS in its sole discretion.

Pursuant to RFR Section 1.2.B.1, the Operations Manager will be required to:

Establish a new community-based manual and power wheelchair Simple Repair option for

Members using Community Providers Designed to decrease the demand for Simple Repairs of wheelchairs for MassHealth Members by MassHealth-contracted DME providers, freeing their technician resources for more Complex Repairs.

The Operations Manager shall perform various tasks to support the administration of the Wheelchair Repair Program including but not limited to the following:

Planning and implementing two phases of implementation, including:

Home-based Simple Repair program by Operations Manager technicians; and A community-based program, where Simple Repairs would be provided at Community

Provider service locations throughout the Commonwealth;

Hiring and training repair technicians and support DME Provider Remote Assessments, as needed;

Provide part stocking and restocking to ensure parts availability for Simple Repairs, and;

Processing invoices and payments for Community Provider Simple Repairs and submitting invoices to DME Providers for submitting claims to the appropriate MassHealth payer or primary insurance, where needed.

Community Provider Wheelchair Repair Program

Phase 2 Implementation

Phase 1 Implementation

Programmatic Overview - Implementation Phases Dan Girard, OLTSS

Pursuant to RFR Sections 1.2.B.1 and 1.2.C, the Operations Manager shall implement the Community Provider Wheelchair Repair Program in two phases:

Start-up period: for each phase

Phase 1 Home-based Repairs: complete 18 months after Contract Start Date

Phase 2 Community Provider Network Repairs: complete end of Contract Year 3

Community Provider Wheelchair Repair Program

Contract Year 1 Contract Year 2 Contract Year 3

Startup

Startup

Repairs at Community Provider Service Locations

Home-based Repairs by Operations Manager technicians

Pursuant to RFR Section 1.2.B.2., EOHHS anticipates that the Wheelchair Loaner Program will enhance access for individuals who use wheelchairs by:

augmenting the availability of loaner wheelchairs, and facilitating and supporting delivery and Pick-up of back-up manual or power Loaner Wheelchairs to Members who do not have a useable back-up chair while their primary wheelchair is repaired by a MassHealth-contracted DME Provider or a Community Provider

The Operations Manager shall perform various tasks to support the administration of the Wheelchair Loaner Program, including but not limited to:

Processing requests for Loaner Wheelchair delivery and Pick-up from DME Providers and Members;

Performing Loaner Wheelchair delivery, Pick-up, maintenance (including performing Simple Repairs or providing to DME Providers for Complex Repairs) and storage; and

Conducting Loaner Wheelchair fleet inventory management and supporting coordination across MassHealth-enrolled DME providers and Community Providers when Loaner Wheelchairs are needed for delivery or Pick-up

Wheelchair Loaner Program

Pursuant to RFR Section 1.2.B.3, the Operations Manager will perform additional tasks supporting administration of both programs, including but not limited to:

Performing Customer Service (receiving, tracking and responding to Customer inquiries, including individuals/Members, DME Providers and Community Providers)

Supporting issue management through proactively resolving or escalating operational issues;

Purchasing necessary items, including but not limited to purchasing Loaner Wheelchairs and parts and tool stocks to perform Simple Repairs;

Developing and conducting trainings for staff and Community Providers’ staff, including trainings on program policies and procedures and technical trainings on Simple Repairs;

Performing quality improvement and monitoring activities to track performance and develop strategies for continuous improvement in program operations;

Supporting stakeholder collaboration activities as part of ongoing program implementation; and

Entering into an agreement with MassHealth-contracted DME Providers who execute a Special Conditions Contract with EOHHS to develop policies and procedures for the Wheelchair Programs.

Payment Overview Dan Girard, OLTSS

RFR for Wheelchair Operations Manager

EOHHS anticipates paying the Operations Manager based on an annual budget.

Pursuant to RFR Attachment A Model Contract, Section 4 Payment, the anticipated payment structure is as follows:

Payments in monthly installments based on two components:

Fixed payment – capacity payment to maintain programs Variable costs payment – cover labor for Customer Service, dispatching, pick-up and delivery (subject to annual reconciliation)

Annual reconciliation EOHHS may amend average costs building variable payment if:

average cost increases/decreases by more than 10% from baseline, or Volume of repairs changes by more than 10% above/below baseline assumption EOHHS may make additional payment if volume of repairs or loaner trips is

110% or more of annual target or remit back payments if less than 90% of the target

Anticipated Payment Overview Dan Girard, OLTSS

Operations Manager sends invoice for parts and labor to DME Provider for processing

DME

Provider pays

Operations Manager for parts and labor less an agreed upon processing fee

DME

Provider bills insurance for parts and labor

Operations Manager uses payment to restock parts

Member contacts DME

Provider to request repair

DME Provider confirms DME eligibility and conducts Remote

Assessment

If Assessment determines

Simple Repair, DME

Provider refers

Member to Operations Manager

Operations Manager performs repair*

*If unable to perform repair, Operations Manager provides Loaner Wheelchair and delivers wheelchair to DME Provider for repair

RFR for Wheelchair Operations Manager

Pursuant to RFR Attachment A Model

Contract, Section

2.1.C.3, EOHHS

anticipates that the Operations Manager and the DME Providers will be required to collaborate on invoicing/payments for simple repairs performed by the Operations Manager.

This “pass-through billing” process with

DME providers is anticipated to support long-term sustainability.

Submission Requirements Jaimie Bern, HMA

RFR for Wheelchair Operations Manager

Business Response Section 4.2

A. Organizational Overview B. Interests C. Financial Condition D. References E. Disclosure of Litigation F. Supplier Diversity

Programs G. Required Forms

Programmatic Response Section 4.3

A. Bidder History B. Staffing Plan C. Training D. Information Systems &

Reporting E. Customer Service

Cost Response Section 4.4

A. Cost Response Template (Attachment B)

B. Cost Response Narrative

Mandatory Response Forms

Mandatory Response Forms Checklist and Acknowledgements described in Attachment D (Exhibits 1 – 7)

RFR Section 4.1.B requires that “Bidders shall respond to this RFR with the documents specified below (collectively, “the Response”) by the date and time specified in Section 7”:

Submission Requirements Jaimie Bern, HMA

RFR for Wheelchair Operations Manager

Cost Response – Attachment B: Wheelchair Cost Proposal Instructions The Bidder must complete Section B of the cost response using the estimated service volumes in red in Section A, which are based on 12-month period. Bidders should provide costs in the green boxes of Section B using the instructions in Column B for each year, broken out by Start-up Costs and each of the Wheelchair Programs. All other boxes will auto-calculate based on the Bidder's responses.

Wheelchair Vendor Cost Proposal Bidders enter values in the

Section A. Assumptions in red to Use in Developing Cost Proposal (all numbers are shown for a 12-month period) Time

Investment Consumer phone calls 10,713 Average duration of a call: 0.25in hours 2,678 Wheelchair repairs 9,889 Average time to do repair: 1.50in hours 14,834 Wheelchair loaners 1,000

Power wheelchairs/Power scooters 250 Manual wheelchairs 750

Number of trips for repairs and loaners 21,778 1-way trips Average time, 1-way trip: 1.25in hours 27,223

Year 1 Year 1 Year 1 Year 2 Year 2 Year 2 Year 3 Year 3 Year 3

Section B. Cost Proposal TOTAL Phase 1 Startup Costs

Wheelchair Loaner Program

Wheelchair Repair Program TOTAL Phase 2 Startup

Costs Wheelchair

Loaner Program Wheelchair

Repair Program TOTAL Wheelchair Loaner Program

Wheelchair Repair Program

The FTEs reported in Items 1, 3 and 5 should be mutually exclusive of each other. If FTEs serve multiple roles, place them where they will spend most of their time.

Enter the number of FTEs that will field calls and dispatch for services 0.00 0.00 0.00

Enter the total labor and fringe benefit costs for personnel in Item 1 $ - $ - $ -

Enter the number of FTEs that will go in the field to deliver/pick-up loaner wheelchairs or perform repairs 0.00 0.00 0.00

Enter the total labor and fringe benefit costs for personnel in Item 3 $ - $ - $ -

Enter the number of FTEs not specified in Items 1 or 3 that perform work related to loaners or repairs (billing, tracking inventory, etc.) 0.00 0.00 0.00

Enter the total labor and fringe benefit costs for personnel in Item 5 $ - $ - $ -

Cost for warehousing products $ - $ - $ -

Cost for maintaining wheelchair and parts inventory in reserve $ - $ - $ -

Software and other costs for tracking inventory, loaners, and repairs $ - $ - $ -

Cost for training FTEs listed in Items 1, 3, and 5 $ - $ - $ -

Enter costs for other items in each functional area not listed in Items 2, 4, 6, 7, 8, 9, or 10. $ - $ - $ -

Total Costs Before Administrative Costs $ - $0 $0 $0 $ - $0 $0 $0 $ - $0 $0

Administrative Overhead Costs $ - $ - $ -

Administrative Staff Salary and Fringe Benefits

Admin. Costs Other than Salary & Fringe Benefits and not listed above

Total Cost Proposal $ - $ - $ -

Discussion Dan Girard, OLTSS

RFR for Wheelchair Operations Manager

RFR Attachment A Model Contract, Section 2.1.C.9 requires that the Operations Manager execute an Agreement with each DME Provider that enters into a Special Conditions Contract with EOHHS to participate in the Wheelchair Programs. The agreement is expected to set forth critical policies and procedures supporting the wheelchair programs. The RFR also includes a list of multiple DME Providers currently offering mobility services to MassHealth members.

QUESTION #1: As your organization considers the implementation of the Operations Manager scope of work, what level of impact does the possibility of being required to work with multiple DME providers factor into your assessment of implementation complexity?

RFR for Wheelchair Operations Manager

QUESTION #2: If there was an option for EOHHS to limit, throughout an initial pilot period of a length determined by EOHHS, the number of DME providers that the Operations Manager is required to work with, how favorable would you view this option?

The RFR allows for phasing of the Community Provider Wheelchair Repair Program.

The Loaner Wheelchair Program is also expected to be a statewide program.

QUESTION #3: EOHHS is considering whether statewide implementation is feasible within three Contract Years for both Wheelchair Initiatives. If there were additional implementation phases allowed, such as phasing based on geographic regions or for the loaner program, based on type of wheelchair (manual vs power), would this be desirable for bidders?

Discussion Dan Girard, OLTSS

Contract Year (CY) CY 1 CY 2 CY 3

Wheelchair Repair Phase 1 Home Based

Repairs Regions 1 & 2 Regions 3 & 4 Statewide

Wheelchair Repair Phase 2 Community Provider Network

N/A Region 1 Region 2

Wheelchair Loaner Program

Regions 1 & 2 – manual only

Regions 3 & 4 – manual only

Statewide – manual and power

Below is an example of the types of additional implementation phases that may be considered by EOHHS.

Bidder Questions

Please use Zoom Q&A box in the toolbar for questions or raise your hand.

Closing Jaimie Bern, HMA

Schedule Reminders

Deadline for 2nd Round of Written Questions February 22, 2023

Deadline for Responses March 13, 2023