SOLICITATION NOTICE
R -- After-Hours Answering Service - RFQ N0018317Q0042
- Notice Date
- 2/8/2017
- Notice Type
- Combined Synopsis/Solicitation
- NAICS
- 561421
— Telephone Answering Services
- Contracting Office
- Department of the Navy, Bureau of Medicine and Surgery, Naval Medical Center Portsmouth, 54 Lewis Minor St, Portsmouth, Virginia, 23708-2297, United States
- ZIP Code
- 23708-2297
- Solicitation Number
- N0018317Q0042
- Archive Date
- 2/28/2017
- Point of Contact
- Curtis Price, Jr., Phone: 757-953-7570
- E-Mail Address
-
curtis.c.price2.civ@mail.mil
(curtis.c.price2.civ@mail.mil)
- Small Business Set-Aside
- Total Small Business
- Description
- The attached RFQ is requesting proposals for after-hours answering service. STATEMENT OF WORK The contractor is a firm that provides telephone answering services for the Naval Medical Center, Portsmouth, VA. During the term of this contract, the contractor agrees to provide, on behalf of the government, telephone answering services for eligible beneficiaries in the Mid-Atlantic Region. The vendor is required to perform all work within the United States of America to include physical location of both contract facility and employee location within 1 of the 50 states of the US of A. Vendor shall provide full support on the 1st day of the period of performance tentatively scheduled to begin March 8, 2017. The vendor shall be experience in the support of a major medical facility (over 200 beds). Vendor employees must be skilled in the transfer of general medical terms. DUTY HOURS The Contractor will provide services commencing and ending on the date specified by the Contracting Officer at the NMCP with no scheduled interruption in services. DUTIES The contractor will provide English-speaking telephone answering system in an off-site location; using contractor provided facilities, equipment, and supplies. Anticipated workload will ultimately be dependent upon the type and number of beneficiaries in the tidewater area and will vary on a day-to -day and season-to-season basis. The anticipated call volume will be approximately 2,500 per month. NMCP will be required to pay only for the number of beneficiary calls placed with the contractor. The contractor's telephone answering system shall receive incoming calls from active duty members and eligible military beneficiaries and record the date and time of the call, the patient's name and prime status, caller's relationship to the patient, sponsor's social security number with family member prefix, the name of the patient's primary care manager (PCM) or specialty clinic, the chief complaint, the phone or pager number the health care provider shall call to contact the patient and the time that the provider returned the call to the contractor. After determining the name of the PCM or specialist, the contractor will page the watch stander. The watch stander specification will be used; however clinic hours or provider contacts may be changed at the discretion of NMCP (list of watch standers will be provided by the Government and updated as needed). Specific paging or calling instructions will be provided by the Government and could be changed, as necessary, by the point of contact indicated in the contract. Each weekday starting at 0800 (8:00a.m), the contractor will send to a designated Government Representative, information about each patient call as delineated in paragraph titled "Duties". The point of contact is LT. Kari Neamandcheney, Department of Primary Care, Phone: 757-953-8190. Each weekday by 0800, the contractor will provide daily verification with the daily Watch stander to include closed communication. If the Contractor (Answering service) is unable to establish contact with the provider after 2-3 attempts (1 call per hour), the Contractor will contact the Watch bill Coordinator for assistance. The point of contact is LT. Kari Neamandcheney, Department of Primary Care, Phone: 757-953-8190. Once each month the contractor shall report to the Government, via fax the number of calls received, the time a caller is on hold before their call is answered and the number of calls abandoned before service is rendered. The contractor and the government shall mutually agree upon any machine messages heard by the callers. The contractor and Government shall mutually agree upon the appropriate greeting given the caller. The contractor shall provide a toll-free phone line for use by the Primary Care Managers (PCM's and other NMCPVA staff members needing to contact the contractor. SPECIAL REQUIREMENTS The contractor shall have the capacity for conference calls (up to 15 calls per month). The contractor quotation shall allow for ten (10) federal holiday observances. GENERAL REQUIREMENTS The services of the contractor are rendered in the capacity as non-personal service contract. The Government may evaluate the quality of administrative services for purposes of contract inspection and acceptance. The Governments retains no direct control over the service rendered. The contractor shall not in any manner represent of infer that it is an instrumentality or agent of the United States Government. The contractor shall recognize that the Commander of NMCP maintains administrative and operational responsibility for all activities within the Command and may take such actions as necessary to preserve and maintain the integrity of the Command, subject to the limitations prescribed by law and U.S. Navy Regulations. EQUIPMENT The contractor is responsible for providing all supplies, materials and equipment in the performance of the Answering System. NMCP shall be responsible for all telephone services and equipment involving the Government. This would include incoming phone and fax lines, required for communication of reports, fax, or phone messages from the Contractor to the Government. PROPOSAL Interested parties must provide three references in order to be considered responsive. The proposal shall be based on the cost per call processed, not the number or type of personnel.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DON/BUMED/N00183/N0018317Q0042/listing.html)
- Place of Performance
- Address: Naval Medical Center, Portsmouth, 620 John Paul Jones Circle, Portsmouth, Virginia, 23708, United States
- Zip Code: 23708
- Record
- SN04395511-W 20170210/170208234347-633d4347b1f01da220a402e84036186f (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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