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Q -- Patient Appointment Services for Department of Army, Department of Air Force, and Department of Navy - Optional Use for CONUS Medical Treatment Facilities

Notice Date
Notice Type
Sources Sought
561110 — Office Administrative Services
Contracting Office
Department of the Army, U.S. Army Medical Command, Center for Health Care Contracting, Center for Health Care Contracting, ATTN: MCAA C BLDG 4197, 2107 17TH Street, Fort Sam Houston, TX 78234-5015
ZIP Code
Solicitation Number
Response Due
Archive Date
Point of Contact
Yesenia C. Rodriguez, 210-221-5963<br />
E-Mail Address
Center for Health Care Contracting
Small Business Set-Aside
The U.S. Army Medical Command (MEDCOM), Center for Health Care Contracting (CHCC), on behalf of Department of Army, Department of Air Force, and Department of Navy (Tri-Services), has developed this Request for Information (RFI) to solicit market research information from industry to assist the Government with analysis of a Government requirement and provide commercial insight on performance-based solutions, best practices, possible contractual arrangements, and potential issues. THIS IS A REQUEST FOR INFORMATION ONLY. It is not a Request for Proposal, a Request for Quotation, an Invitation for Bids, a Solicitation, or an indication the CHCC will contract for the items contained in the RFI. This RFI is part of a Government market research effort to determine the scope of industry capabilities and interest and will be treated as information only. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Responses to this RFI are strictly voluntary and the Government will not pay respondents for information provided in response to this RFI. Responses to this RFI will not be returned and respondents will not be notified of the result of the review. If a Solicitation is issued, it will be announced on the Federal Business Opportunities website http://www.fbo.gov at a later date, and all interested parties must respond to that Solicitation announcement separately from any response to this announcement. This RFI does not restrict the Governments acquisition approach on a future Solicitation. The Governments requirement is to obtain non-personal Patient Appointing Services (PAS) in support of the Tri-Services Military Treatment Facilities (MTFs) CONUS-wide to significantly enhance appointing procedures and improve service to customers. This requirement augments the capability of the MTF staff to book health care appointments in the direct care system at MTFs for Military Health System (MHS) eligible beneficiaries. This service includes, but is not limited to, verifying registration information in the appointment system, correcting and, when required, registering beneficiaries prior to making the appointment, making and canceling of patient appointments, and providing performance and management reports on the appointing process for MHS eligible beneficiaries. Appointments shall be made using only DOD approved standard appointment types, business rules, and appointment detail codes as detailed in the MHS Guide to Access Success. While the Tri-Services have over 200 MTFs combined, use of a contractual vehicle by the MTFs is voluntary and historically, approximately 30 MTFs have chosen to use a contractual vehicle. A draft performance work statement (PWS) is attached to this announcement. The Government desires that respondents offer their experience and recommendations on the following questions and issues related to the patient appointing services requirements of the Tri-Services. When addressing these items, respondents should consider the size and scope of the requirement, which includes providing services to MTFs CONUS-wide. (1) What are the industry/commercial standards for call processing time, call blockage, live operator response, caller placed on hold period, abandoned calls, and warm transfer of caller? (2) What is the industry standard/commercial practice for developing quality control plans? (3) If your company has patient/medical appointing capabilities, what is your current call volume (weekly, monthly, and annual) capability? (4) Are you currently providing patient appointing services/medically related call center services to organizations within the commercial market? If so, describe the services currently being performed. (5) Does your company have a current GSA schedule for executing patient appointing services? What is the GSA contract number? What are the call order limitations of your current GSA schedule? (6) Do you provide patient/medical appointment services on location or at a central call center? If through a central call center, how many locations are supported? (7) What type of acquisition strategy would you recommend for this type of solution? Please include contract type, CLIN structure, unit of issue, pricing arrangements, and performance incentive strategies in your response. (8) What type of labor classifications do you use in performing this type of service? (9) What is your pricing methodology (including quantity discounts)? (10) What type of risk management plan does your company use to mitigate risks? (11) In general, what lessons learned would you offer to the Government as they consider planning for the future patient appointing services contract(s)? (12) What are some of the challenges in performing these types of services? (13) What are some of the challenges in todays market? (14) How can the government requirement be stated to allow for more commercial practices to be incorporated? (15) What type of additional information/data (i.e., call volume, site location, etc.) would be beneficial in preparing a proposal? Respondents to this RFI should describe their interest and ability to perform the requirements summarized within this notice. Responses should contain Company Name, Address, Point of Contact, Phone Number, Fax Number, CAGE Code, Size of Business pursuant to NAICS code 561110 (size standard $7,500,000) and GSA contract number if any. Responses should address the companys experience in providing similar services to medical facilities including commercial, military, or other federal Government hospitals and treatment facilities. When describing this past experience, a brief description of the size, scope, and complexity of the requirement and the contracting vehicle should be provided. To be of greatest value, responses should address the aforementioned questions and issues. Reponses should be e-mailed to the point of contact identified in the below section. Responses should be formatted as either MS Word (.doc) or Adobe Portable Document Format (.pdf) and should be limited to a maximum of ten (10) pages. Proprietary/Competition Sensitive information (appropriately marked) will be protected from disclosure to the greatest extent practical, however it is preferred that respondents do not provide proprietary or otherwise restricted responses. Responses should be submitted no later than 3:00 PM CDST, August 11, 2009. No faxes, courier delivered, or telephone inquiries/submissions will be accepted. It is anticipated that any resultant contract(s) that might result from this survey would have a period of performance from date of award through 30 September 2010. The North American Industrial Classification System (NAICS) code is 561110; and the small business size standard is $7.5M. Point of Contact: Yesenia C. Rodriguez, 210-221-5963 Email your response to yesenia.rodriguez1@us.army.mil Subject Line: Patient Appointing Services RFI Response - Your Company Name
Web Link
FBO.gov Permalink
Place of Performance
Address: Center for Health Care Contracting ATTN: MCAA C BLDG 4197, 2107 17TH Street Fort Sam Houston TX<br />
Zip Code: 78234-5068<br />
SN01895431-W 20090802/090801000503-d19e389c2eb599bb31bf66cf4a4a4edf (fbodaily.com)
FedBizOpps Link to This Notice
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