MODIFICATION
R -- FA4877-06-Q-0192 Telephone Answer Svs
- Notice Date
- 5/18/2006
- Notice Type
- Modification
- NAICS
- 561421
— Telephone Answering Services
- Contracting Office
- Department of the Air Force, Air Combat Command, 355 CONS, 3180 S Craycroft Rd, Davis Monthan AFB, AZ, 85707-3522
- ZIP Code
- 85707-3522
- Solicitation Number
- FA487706Q0192
- Response Due
- 5/15/2006
- Archive Date
- 5/30/2006
- Small Business Set-Aside
- Total Small Business
- Description
- The 355th Contracting Squadron at Davis-Monthan AFB AZ intends to award a firm-fixed priced contract pursuant to FAR 12.6 for commercial services as indicated below. Proposals are being requested. This solicitation is for a firm fixed price requirement for an after hour telephone answering service for a medical clinic. Performance is date of award through 30 Sep 06 with options of four (4) additional years. This action will be 100% Small Business Set Aside. The applicable North American Industry Classification System (NAICS) code is 561421 with a small business size standard of $6,500,000.00. Paper copies will not be available. Once the Performance Work Statement is posted, it is the responsibility of the interested party to review this site frequently for any updates/ amendments to any and all documents. Any prospective contractor must be registered in the Central Contractor Registration (CCR) in order to be eligible for award. Information concerning CCR registered requirements may be viewed via the Internet at http://www.ccr.gov or by calling the CCR Registration Center at 1-888-227-2423. This request for proposal may be awarded without discussions to the offeror with the best value to the government with price and past performance holding equal value. Offerors may propose more than one option, however only proposals on a ?per call? or ?call unit? basis will be considered. The closing date for receiving proposals is May 15, 2006 at 1500 MST. POC is SSgt Rivera at (520) 228-2370 or e-mail: marie.rivera@dm.af.mil. PERFORMANCE WORK STATEMENT FOR MEDICAL ANSWERING AND REFERRAL SERVICES DAVIS-MONTHAN AFB, AZ March 2006 TABLE OF CONTENTS Section Title Page 1.0. Description of Services 2 2.0. Government Furnished Property and Services 4 3.0. General Information 4 4.0. Appendices 5 Coordination/Review ________________________________ ________________ Functional Director/Commander Date ______________________________ ________________ Contracting Officer Date ________________________________ ________________ Quality Assurance Program Coordinator Date Performance Work Statement for Medical Answering and Referral Services 1.0. DESCRIPTON OF SERVICES 1.1. Scope of Work. The Contractor shall provide all personnel, equipment, tools, labor, supervision, management, and transportation necessary to provide Medical Answering and Referral Services for the 355th Medical Group (355 MDG), Davis-Monthan AFB, AZ. 1.1.1. Performance Requirements. The contractor shall answer patient calls, and where appropriate, page the 355 MDG on-call medical provider. All contractor calls to the on-call medical provider shall be made immediately after the patient?s call to the contractor ends. 1.1.2. General Medical Standard Protocols. The contractor shall answer all patient calls, ?355th Medical Group.? The contractor shall first ask if the patient is an enrolled beneficiary of the 355 MDG at Davis-Monthan AFB. If the answer is no, the contractor shall inform the patient that the service is only for enrolled beneficiaries, and advise the patient to call their Primary Care Manager (PCM) or TRICARE in their assigned region. If the answer is yes, the contractor shall ask if the patient, or the patient?s sponsor, is on flying status. The contractor shall ask the medical reason (symptom) for the call. All patient medical symptoms shall be provided to the on-call provider. For all symptom-based calls, the contractor shall document the patient?s or sponsor?s flying status or non-flying status, name, age, social security number, chief symptom(s), and a phone number where the patient can be reached. For anything other than medical symptoms, such as medical prescription refill requests or appointment requests, the contractor shall advise the caller to call the MDG?s appointment and information line, during normal duty hours of 7:30 a.m. ? 4:30 p.m., at 228-2778. 1.1.2.1. When the on-call provider calls the contractor, the contractor shall provide the patient?s name, age, chief symptom(s), social security number, and phone number. 1.1.2.2. The contractor shall answer all calls promptly and contact the on-call provider immediately after the patient?s call to the contractor ends. 1.1.2.3. The contractor shall route calls to the Primary Care on-call provider, the Flight Medicine on-call provider, or the Pediatric on-call provider. If the Pediatric provider is on-call, the contractor shall contact the Pediatric provider for all patients age 14 and younger. For patients age 15 and older, the contractor shall contact the Family Practice on-call provider. When there is no on-call Pediatric provider, the contractor shall contact the Family Practice provider for patients of all ages. If the patient or the patient?s sponsor is on flying status, the contractor shall route the call to the Flight Medicine on-call provider, regardless of the patient?s age. 1.1.3. Life Skills (Mental Health) Standard Protocols. For calls from authorized military personnel (unit commanders and 1st Sergeants), asking for the Life Skills (Mental Health) on-call provider to contact them, the contractor shall document the commander?s or 1st Sergeant?s name, unit identification, the name of the military member they are calling about, the specific concern, location of the military member, and a phone number where the commander or 1st Sergeant may be reached. 1.1.3.1. The contractor shall answer all calls promptly and contact the on-call provider immediately after the commander?s or 1st Sergeant?s call to the contractor ends. 1.1.3.2. When the Life Skills on-call provider calls the contractor, the contractor shall provide the patient?s name, the name of the military member, if different from the patient?s name, the specific concern, patient?s location, and the commander?s or 1st Sergeant?s phone number. 1.1.3.3. The contractor shall not, under any circumstance, refer or directly connect the patient to the Life Skills on-call provider. 1.1.4. Difficulty Contacting the On-call Provider: If the on-call provider does not call the contractor back, the contractor shall re-page the on-call provider, ensuring that the correct 7-digit number is dialed. If the on-call provider still does not call the contractor back, the contractor will attempt to call the on-call provider?s cell phone, again ensuring the correct 7-digit number is dialed. If the on-call provider still does not respond, the contractor will contact the POC. The Pediatric provider does not carry a cell phone. 1.1.5. Location of Services. Services shall be provided at the contractor?s place of business. 1.1.6. Records Documentation. The contractor shall keep a written record of all calls, and shall provide the records to the 355 MDG/SGHG (Senior Group Practice Manager) on a monthly basis. The written record shall include the name of the patient (or the commander or 1st Sergeant), flying status or non-flying status of the patient or the patient?s sponsor, the time of each call, the chief complaint(s), the patient?s social security number and phone number (or the commander?s phone number or 1st Sergeant?s phone number). The written record shall also include the time the contractor called the on-call provider, and the time the on-call provider responded. The report shall also include the patient?s name and question(s) for all calls regarding anything other than a medical symptom(s), such as medical prescription refill requests or appointment requests, and patient?s that are not enrolled beneficiaries of the 355 MDG. The information given to patients shall also be included in the report (e.g. contact the 355 MDG appointment and information line). Any unusual events will also be included in the report. The contractor shall tally the number of phone calls received. 1.1.7. Estimated Monthly Call Volume. The Government estimates the total monthly calls answered by the contractor to be between 300-500. It is estimated that half of these calls will require paging the on-call provider. The number of calls will vary based on the number of holidays and/or base down days for each month, and based on seasonal flu/cold patterns. The contractor is advised that these are only estimates, and the number of actual calls and required paging may vary. 1.1.8. Contractor Availability. The contractor shall provide coverage 24 hours a day, 7 days a week. Coverage means the ability, at any hour of the day, to take calls from patients and forward them to the appropriate on-call provider. No gaps in contractor coverage are permissible. 2.0. GOVERNMENT FURNISHED PROPERTY AND SERVICES 2.1. On-Call Point of Contact. The 355th MDG will provide the contractor with the name and phone numbers of an on-call POC and an alternate POC. The on-call POC for the 355 MDG will provide a list of on-call medical providers, including provider names, days, and times the providers will be on-call. The on-call POC will make every effort to provide the list 72 hours in advance, but there may be circumstances where the on-call schedule will change with short notice or no notice. 2.2. Pager and Cell Phone Numbers. The 355 MDG on-call POC will provide the contractor a list of pager and cell phone numbers for the Flight Medicine, Pediatric, Life Skills, and Family Practice on-call providers. A new list will be provided to the contractor when information on the list changes. 3.0. GENERAL INFORMATION 3.1. Procedural Guidance. The contractor shall perform services compatible with the medical facility?s operating capacity and equipment. The contractor shall not introduce new services without prior recommendation to, and approval of, the medical treatment facility (MTF) Commander or authorized representative. 3.2. Privacy and Protection of Patient Information. The contractor shall abide by the Patient Privacy Act 1974 and the Health Insurance Portability and Accountability Act (HIPAA). The contractor shall provide patient information only to employees, contractors and subcontractors having a need to know such information in the performance of their duties. Patient medical information or lists and/or names of patients shall not be disclosed to or revealed in any way for any use outside the 355 MDG without prior written permission by the HIPAA POC for the 355 MDG. All contractor employees performing services shall complete on-line HIPPA training prior to taking phone calls to the answering service. June Rogers, the HIPAA POC, is available at (520) 228-1560, and training information may be accessed through her. 3.3. Customer Complaints. Customer complaints validated by Quality Assurance Personnel (QAP) shall be reported in writing to the Contracting Officer and the contractor for appropriate action. 3.4. Contractor Employees 3.4.1. Contractor Point of Contact. The contractor shall provide a POC that shall be responsible for the performance of the work. The POC may be an individual providing services in accordance with this PWS. The contractor shall designate this individual, in writing, to QAP and Contracting Officer before the contract start date. An alternate may be designated, but the contractor shall identify those times when the alternate shall be the primary POC. The contractor POC shall be available 24-hours per day, 7 days/week. 3.5. Qualification Requirements 3.5.1. English Language Requirement. Contractor employees shall fluently read, understand, speak, and write English. 3.5.2. Experience. Contractor employees must possess one (1) year experience in a medical office or medical answering and referral service, in an administrative capacity and including direct patient contact and customer service. Contractor employees shall possess excellent oral and written communication skills and interpersonal skills. 3.5.3. Administrative: Basic knowledge level to include: principles of customer service for call answering and referral services and HIPAA guidelines for release of medical information. 3.6. Liability Responsibility. This is a non-personal services contract. As such, the contractor employee shall not be afforded coverage under the Federal Tort Claims Act as provided in the Medical Malpractice Immunity Act, 10 U.S.C. 1089. 3.7. Security Requirements 3.7.1. For Official Use Only (FOUO). The contractor shall comply with DoD 5400.7-R, Chapter 4, DoD Freedom of Information Act (FOIA) Program requirements. This regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding FOUO material. 3.7.2. Reporting Requirements. Contractor personnel shall immediately report to an appropriate government authority any information or circumstances of which they are aware may pose a threat to the security of Department of Defense personnel, contractor personnel, resources, and classified or unclassified defense information. 4.0. APPENDICES 4.1. Appendix 1 - Publications and Forms: Not Applicable. 4.2. Appendix 2 ? Definitions 4.2.1. General Definitions. As used throughout this performance work statement, the following terms shall have the meaning set forth below: 4.2.1.1. Contracting Officer (CO). The only person duly appointed with the authority to enter into, administer, modify, and terminate contracts on behalf of the Government. 4.2.1.2. Ambulatory Health Care. Medical, surgical, and prevention care provided to patients who are not admitted to an inpatient facility (e.g., same-day surgery, outpatient office visits, group outpatient education and prevention training) and patients admitted to an inpatient facility who receive consults and services from other than the attending service (e.g., inpatient consults, inpatient physical therapy services). 4.2.1.3. Quality Assurance Personnel (QAP). Individuals assigned to monitor the performance of the contractor to ensure the standard and requirements as outlined in the PWS are being met. 4.2.1.4. Military Treatment Facility (MTF). Air Force hospitals or clinics, including all activities providing outpatient and/or inpatient healthcare services for authorized personnel. HISTORICAL DATA Performance Period Number of Calls 16 Oct ? 15 Nov 2004 436 16 Nov ? 15 Dec 473 16 Dec ? 15 Jan 2005 669 16 Jan ? 15 Feb 488 16 Feb ? 15 Mar 609 16 Mar ? 15 Apr 594 16 Apr ? 15 May 926 16 May ? 15 Jun 748 16 Jun ? 15 Jul 402 16 Jul ? 15 Aug 339 16 Aug ? 15 Sep 558 16 Sep ? 15 Oct 515 16 Oct ? 15 Nov 522 16 Nov ? 15 Dec 457 16 Dec ? 15 Jan 543 16 Jan ? 15 Feb 2006 381 CLAUSES--- 52.252-2 -- Clauses Incorporated by Reference Feb 1998 52.204-7 Central Contractor Registration. Oct 2003 52.212-4 -- Contract Terms and Conditions -- Commercial Items Sep 200 52.232-8 -- Discounts for Prompt Payment. Feb 2002 FAR 52.212-5 Contract Terms and Conditions required to Apr 2006 Implement Statutes or Executive Oders -- Commercial Items 52.217-6 -- Option for Increased Quantity. Mar 1989 52.217-8 -- Option to Extend Services. Nov 1999 52.217-9 -- Option to Extend the Term of the Contract. Mar 2000 252.232-7003 Electronic Submission of Payment Requests. Jan 2004 5352.201-9101 Ombudsman. Aug 2005 52.202-1 -- DefinitionsDefinitions July 2004 52.203-5 -- Covenant Against Contingent Fees Apr 1984 52.244-6 -- Subcontracts for Commercial Items Feb 2006 52.203-6 -- Restrictions on Subcontractor Sales to the Government Jul 1995 52.203-7 -- Anti-Kickback Procedures Jul 1995 52.232-1 ? Payments Apr. 1984 52.233-3 -- Protest After Award Aug. 1996 52.233-4 ? Applicable Law For Breach Of Contract Claim OCT 2004 52.244-6 -- Subcontracts for Commercial Items Feb 2006 QUESTIONS AND ANSWERS - 1. Is there an incumbent, who is it, and what is the current price of the contract? No previous contract in place. 2. How many call center agents are currently used to take the calls? N/A 3. What is the average length of each call, both incoming patient calls and outgoing calls? The time of the call to the call center is short?a name and phone # is collected and other information (as specified in the Performance Work Statement), and then the provider is paged. 4. Is there a breakdown of the daily call activity? Something that would show the peak times of the day? This is not available 5. Is there an industry standard that will be used to rate the contractor on call performance? Like 80% answered within 30 seconds (80/30)? None known. 6. Is there a Service Level Agreement standard for the incoming phone calls and outgoing calls...e.g. incoming answered within 30 seconds with 5% abandoned? If the patient can?t get through, they have to call back later if it is important. Call volume is not great enough for a queue to be an issue. 7. How does the contractor, the contractor POC and the call staff interact with QAP, and what feedback does each get in regards to call performance? No current contract in place; no interation. 8. Is there a breakdown of weekend and holiday call statistics? How many calls are received on the weekend hours? Not available 9. Do you have a breakdown of calls for daytime shift and after hour's shifts? Not available 10. Is there a database application that the contractor will have access to verify or enter the patient information? Any MS word or excel application could be used to track incoming patient calls. We don?t need the patient?s information verified, just recorded. Even paper will suffice. 11. In 1.1.4, how much time lapses between the first pager call until the contractor attempts to call the on-call providers cell phone? And how much time until the contractor attempts to contact the POC? Ten minutes for the first pager call and then call the cell phone. Wait another twenty minutes and if nobody calls back, call the POC. 30 minutes total. 12. In 3.1. Procedural Guidance it states, ?The contractor shall perform services compatible with the medical facility?s operating capacity and equipment. The contractor shall not introduce new services without prior recommendation to, and approval of, the medical treatment facility (MTF) Commander or authorized representative.? Can you please define what ?services? are and what the current medical facility state is regarding operating capacity and equipment? Just delete this information. They just need to have working phones and a system to place callers on hold with music or a local radio station in the background. 13. In 2.1, referring to the contacts that are on call... How will the name and number list be transmitted to the contractor? This will be provided periodically by fax to the contractor as the on-call list becomes available. The call is typically organized weeks in advance?not last minute. 14. In 3.2, regarding on-line HIPPA training does this cost anything and if so does the government paying for it? How long of a training session is it? This on-line training is free and takes 30-60 minutes to complete. 15. Please explain 1.1.8 is this not for after hours service. There will be times when military personnel will be unable to maintain the call center and the MDG will have to close the center and ask the contractor to provide answering service.
- Place of Performance
- Address: Davis-Monthan AFB, Tucson, AZ
- Zip Code: 85707
- Country: USA
- Zip Code: 85707
- Record
- SN01052914-W 20060520/060519134054 (fbodaily.com)
- Source
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