Gallup Service Unit & Shiprock Service Unit: Nurse Advice/Nurse Triage Telephone Services
Closed Solicitation Posted
- Solicitation number
- 75H71025R0001
- Agency
-
Indian Health Service
Department of Health and Human Services
- Responses due
- Set-aside
- Total Small Business
Opportunity facts
- NAICS code
- 621399 Offices of All Other Miscellaneous Health Practitioners
- PSC
- Q999 Medical- Other
- Place of performance
- Gallup, New Mexico 87301, United States
- Points of contact
Notice details come from SAM.gov. Updated .
About this opportunity
The Indian Health Service within the Department of Health and Human Services is soliciting bids for 24/7/365 registered nurse telephone advice and triage services for the Gallup and Shiprock Service Units in New Mexico. The contractor must provide nurse triage screening using the Rapid Triage Screening Model, with the capability to access patients' electronic health records, determine appropriate care levels (emergency department, physician consultation, general advice, or health information), and provide interpreter services for Native American languages including Navajo, Zuni, Hopi, Apache, and Spanish. Key qualifications include registered nurses with current valid licenses, demonstrated competency in nurse advice services, compliance with Joint Commission standards, HIPAA regulations, and Indian Health Service protocols with emphasis on cultural sensitivity for the predominantly Native American patient population. Award decisions will be based on technical capabilities, past performance, and price. Questions regarding the solicitation must be submitted by November 10, 2025 at 10:00 AM Mountain Standard Time to Adrian.Segay@ihs.gov, with proposals due by December 9, 2025 at 1:00 PM MST, and all submissions must be provided in PDF format with clearly labeled volumes.
This is a Total Small Business set-aside with the current incumbent contractor being JVRX LLC, which has provided services since June 1, 2022 through November 30, 2025. The contract will operate on a firm fixed monthly billing model for the base year plus four 12-month option periods, spanning five years total from December 1, 2025 through November 30, 2030, with the actual service delivery period beginning June 1, 2026. The Gallup location alone handles approximately 18,000 incoming calls annually, requiring a minimum capacity of 60 daily calls with three simultaneous inbound lines, maximum 10-minute wait times, and a 100% live operator answer rate. Services will be provided remotely with registered nurses not stationed on-site, and the contractor must aim to resolve 75-80% of calls without transfers while maintaining no more than 5-8% caller-terminated calls without resolution. Performance will take place in Gallup, New Mexico.
Notice text
3 versions
Update #3 · Latest ·
Submission Format:
- All documents must be submitted in PDF Format.
- Each volume must be submitted as a separate file with clear labeling (e.g., Volume I “Administrative Documents,” etc.).
- The email subject line should reference the solicitation number and offeror name.
Failure to adhere to these instructions may result in the rejection of the quote.
No Questions at this time.
Amendment 1 issued to answer the questions previously asked.
Update #2 ·
Submission Format:
- All documents must be submitted in PDF Format.
- Each volume must be submitted as a separate file with clear labeling (e.g., Volume I “Administrative Documents,” etc.).
- The email subject line should reference the solicitation number and offeror name.
Failure to adhere to these instructions may result in the rejection of the quote.
Questions for this solicitation will be due by 11/10/2025 at 10:00 AM (MSD). Email to Adrian.Segay@ihs.gov, in subject line, reference the Solicitation No. and Title.
Amendment 1 issued to answer the questions previously asked.
Update #1 ·
Submission Format:
- All documents must be submitted in PDF Format.
- Each volume must be submitted as a separate file with clear labeling (e.g., Volume I “Administrative Documents,” etc.).
- The email subject line should reference the solicitation number and offeror name.
Failure to adhere to these instructions may result in the rejection of the quote.
Questions for this solicitation will be due by 11/10/2025 at 10:00 AM (MSD). Email to Adrian.Segay@ihs.gov, in subject line, reference the Solicitation No. and Title.
Files
| File | Type | Posted |
|---|---|---|
| 75H71025R00001 (5).pdf | ||
| Sol_75H71025R00001_Amd_0001.pdf | ||
| 75H71025R00001.pdf |
Notice history
| Notice | Type | Posted |
|---|---|---|
| This notice | Solicitation | |
| Gallup Service Unit: Nurse Advice/Nurse Triage Telephone Services | Pre-Solicitation |
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