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PERFORMANCE WORK STATEMENT
Medical Administrative Support Services
Naval Health Clinic (NHC) Quantico
SECTION 1 – SCOPE
The contractor shall provide medical administrative support services (Lead Patient Appointment Services and Patient Appointment Services) at the Walter Reed National Military Medical Center (WRNMMC) in the Integrated Referral Management and Appointing Center in support of Naval Health Clinic Quantico, Virginia.
The contractor shall be responsible for the performance of a variety of administrative tasks that support Referral and Appointment Management, applicable information and communication management, and other tasks in support of Military Healthcare System (MHS) beneficiaries’ access to care within established standards, policies and business rules, and under the guidance of the Referral Management (RM) Center working in a Central Appointments Section.
18.104.22.168. The contractor shall provide services at the following location. Integrated Referral Management and Appointing Center (IRMAC) National Capital Region Medical Directorate WRNMMC -Dalecarlia Annex 6000 MacArthur Boulevard, Bethesda, MD 20816.
SECTION 2 – TASKS: In addition to the tasks listed in Section 2 of the base contract Performance Work Statement (PWS) the contractor employee shall perform the following specific tasks:
2.1. SPECIFIC TASKS FOR LEAD PATIENT APPOINTMENT SERVICES
2.1.1. The contractor shall serve as the subject matter expert on appointing.
2.1.2. The contractor shall monitor the Patient Appointment’s call center systems, i.e., Interactive Voice Response System (IVR), Automated Call Distributor (ACD), and the UniQue Report system Uses Armed Forces Health Longitudinal Technology Application (AHLTA).
2.1.3. The contractor shall utilize Composite Health Care System (CHCS), Referral Management System (RMS), Referral Management System Tracking Reports (RMSTR), Microsoft Office Suite (Outlook, Word, Excel, Access), and other automated systems to perform tasks.
2.1.4. The contractor shall assist with the training of newly assigned appointment agents/medical clerks, educating them on National Capital Area (NCA) appointing rules, and registration in CHCS, Enterprise Wide Referral and Authorization System (EWRAS), and Defense Enrollment Eligibility Reporting System (DEERS) for their eligibility status.
2.1.5. The contractor shall maintain, and implement changes to the Microlog UniQue Integrated Voice Response (IVR) database.
2.2. SPECIFIC TASKS FOR PATIENT APPOINTMENT SERVICES
2.2.1. The contractor shall provide clinic appointment access, telephone consults to doctors, and department administrators/clinic staff to schedule appointments for the entire NCA and when necessary, refer to the appropriate Military Treatment Facility (MTF)/organization.
2.2.2. The contractor shall advise patients of the location of clinics, correct demographic data, initiate calls to patients to process wait list requests via voice messaging system, and compile information into statistical reports.
2.2.3. The contractor shall spot-check scheduled appointments, and update patient demographics, telephone consults and any appointment related work information in the computer system.
2.2.4. The contractor shall schedule approximately 5,000 calls and appointment actions per month, supporting approximately 132,000 patient visits at the MTFs per year.
2.2.5. The contractor shall ensure that beneficiaries calling for an appointment reach the Call Appointment Center staff within 90 seconds and ensure the average transaction time is less than 4 minutes, per appointment request.
2.2.6.. The contractor shall address questions regarding beneficiary eligibility to the Chief, Patient Administration Division (PAD) at the MTF.
SECTION 3 – HOURS OF OPERATION
3.1. Services shall be performed between the hours of 0700 and 1600, Monday through Friday, excluding weekends, Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is
not closed for the above reasons. The Contractor shall keep in mind that the stability and continuity of the workforce are essential. Absences shall be communicated to the COR as early in advance as possible. The Government will not approve leave or absences.
3.2. All closings for severe weather or other emergencies will be at the sole discretion of the government. The Contractor shall maintain the required service closings for severe weather schedule unless notified by the Contracting Officer Representative (COR) that a closing due to weather conditions or other emergency is authorized. The Contractor will receive guidance from the COR of the MTF regarding protocol for closings.
3.3. Furlough. Unless otherwise authorized by a defense appropriations bill, contractors will 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 contract employees are considered essential and therefore must report to work. Contract employees deemed essential shall be compensated for services rendered during a furlough. All other
contract employees shall be furloughed until the Government shutdown ends or they are notified by the Contracting Officer’s Representative that they have become essential employees.
Job Type: Full-time
Salary: $20.37 /hour