Warm Springs Service Unit Nurse Advice Line

AMENDMENT TO COMBINED SYNOPSIS/SOLICITATION This amendment is issued to extend the due date for offers and provide responses to vendor inquiries. The Government has received inquiries regarding the Nurse Advice Line for the Warm Springs Service Unit. The due date for offers has been extended to 1:00 P.M. EST September 1, 2026. Acknowledgment Requirement: Respondents must confirm in their quote submission that they have reviewed and will comply with all information, requirements, and conditions provided in this amendment. Failure to acknowledge this amendment may result in the quote being deemed non-responsive. The following is a list of question(s) received in regard to subject solicitation with responses: Is there an incumbent, if so, who is it and what is the contract no: Response: The current contract is held by Cooperative Health Services under contract number: 75H71324P00155 Has the current contract gone full term? Response: No, end of period of performance is 09/03/2026 Have all options to extend the current contract been exercised? Response: No options. To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award? Response: As long as the vendor has 24-hour/ 7-days a week access location is not an issue. How are fees currently being billed by any incumbent(s), by category, and at what rates? Response: Current billing goes through ipp.gov at a flat monthly rate. What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? Response: Current vendor billed $7150.00 for the last eleven months. $650 per month. Is previous experience with any specific customer information systems, phone systems, or software required? Response: Previous experience with Indian Health Services and their facilities. Knowledge of diverse medical needs of the Native American population. What is the minimum required total call capacity? Response: Up to 5000 calls per month. What is the minimum simultaneous inbound call capacity? Response: No maximum simultaneous inbound call capacity noted on current contract. What percentage of inbound calls must be answered by a live operator? Response: The expectation is that all calls are to be answered by a live operator. What percentage of calls must be resolved without a transfer, second call, or a return call? Response: All calls to be resolved at the time of the call What is the maximum percentage of calls that can be terminated by the caller without resolution? Response: It is the expectation that all calls be resolved with sound nursing advice What was your average monthly call volume over the past year? Response: Average is 1-3 calls per month What is the current average wait time for phone calls? Response: 47.54 seconds per report for January 2026 What is the current average after-call work time for operators? Response: This is not indicated on received reports from current vendor. Over the past year, what is the percentage of calls received in English versus non-English? Response: 100% Over the past year, what percentage of calls received were in Spanish? Response: Zero calls indicated on reports What time of day, days of the week, or times of the year do calls typically peak? Response: Calls appear to happen on any given day, with the most calls taking place in the afternoon, but there are some outliers in the late night also calling. Do you have the number of expedited calls handled per month or year? Response: 10 calls in the last 11 months per the reports received This is a combined synopsis/solicitation for commercial items prepared in accordance with FAR Part 12. This announcement constitutes the only solicitation; quotes are being requested and a written solicitation will not be issued. This is a request to establish a purchase order request to provide non-personal service contract for a toll-free telephone Nurse Advice line for American Indian/Alaska Native (AI/AN) patients who live on or near the Warm Springs Indian Reservation, Warm Springs, Oregon. PERFORMANCE WORK STATEMENT PERIOD OF PERFORMANCE AND LOCATION: Period of Performance: One Year from date of award Warm Springs Health & Wellness Center, 1270 Kot-Num Road, Warm Springs, Oregon 97761 2. STATEMENT OF WORK: The Contractor shall provide toll free telephone access for Nurse Advice and Medical Library, on 24-hour/7-days per week to the Warm Springs Service Unit. All WSH&WC active beneficiaries will have access to the Contractor’s service. The Contractor has defined the term “Member”, as used in this agreement as, those members and their immediate family that are beneficiaries of the WSH&WC active user population. The Contractor shall fax an encounter form within 24-hours to the WSH&WC staff, this fax to include all encounters. The fax shall include the caller’s name, date of birth, purpose of call and the advice provided to the patient from the Nurse Advice Line The Contractor shall hold all information provided by WSH&WC and its members as confidential, and any and all such information will not be distributed to any third party, especially medical information of the members. The Contractor will take all reasonable steps necessary to safeguard the privacy of member information. The Contractor is not responsible for Acts of God, acts or omissions of WSH&WC or other actions beyond the control of the Contractor while performing services under this agreement. The Contractor’s Nurse Triage process shall utilize specialized Nurse Triage process and shall utilize specialized Microsoft-based software and interactive voice response technology to support the Schmitt/Thompson protocols in use at the Contractor’s call centers. The Contractor shall utilize readily available, comprehensive protocols that reflect an extensive, high-quality physician written, reviewed, and updated medical knowledge base. The guidelines shall provide consistent, accurate triage information, as well as home care and health education information, and they shall be updated continuously. The Contractor shall utilize appropriate software to run established guidelines that the Contractor utilizes so the call centers have access to state of the art triage supported software platform. When patients in need of medical assistance call the designated Contractor’s Medical Call Center, they will first hear a disclaimer stating that if they are experiencing an emergency, they should hang up and call 911 or their appropriate emergency number. Callers will then have the option of being connected to the audio health library, or speaking immediately with a Registered Nurse. If a caller chooses to speak with a nurse, the nurse will document and discuss the patient’s symptoms and recommend an appropriate course of action. These courses of action (dispositions) range from “home care procedures” to “seek emergency care”. Depending on the disposition, the Contractor’s nurses will place follow-up phone calls to assure that the caller’s condition has improved. The Contractor shall ensure that the Caller will never get a busy signal. Indemnity – The Contractor shall indemnify and hold WSH&WC harmless from any claim, demand, loss, lawsuit, settlement, judgment or other liability, and all related expenses, which may arise from a negligent act or omission of the Contractor, its agents or employees. WSSU shall indemnify and hold the Contractor harmless for any claim, demand, loss, lawsuit, settlement, judgment or other liability, and all related expenses which may arise from or in connection with a claim of a third party arising from a negligent actor or omission of WSH&WC, its agents or employees. Indemnity shall include damages, reasonable costs, reasonable expense, and reasonable attorney’s fees as incurred by the party indemnified. The forgoing indemnification provision shall survive the expiration or termination of this Agreement 3. INDIAN HEALTH SERVICE RESPONSIBILITIES:To monitor the Contractor’s technical progress including surveillance and assessment of performance and the day to day contract administration, however, does not have authority to change orders or otherwise authorize changes, which would affect the contract price, conditions, or period of performance. Interpreting the Scope of Work. Technical evaluation as required. Technical inspection and acceptance required by this contract. Assisting the Contractor in the resolution of technical and administrative problems encountered during the performance 4. QUALIFICATIONS: The Contractor shall be responsible for ensuring that all the nurses answering the advice line are licensed in accordance with regulations in the State or principal practice. The Contractor will demonstrate culturally sensitive interactions appropriate to the care and interactions with our American Indian/Alaska Native population. The Contractor shall utilize U.S. State Licensed Registered Nurses during the performance of this contract. 5. CONTRACTING OFFICER’S REPRESENTATIVE: The following individual or their designee shall serve as the Project Officer/Supervisor government representative under this contract: Name, To be provided after award Warm Springs Service Unit Telephone Number to be provided after award The COR responsibilities will be to coordinate with the provider the technical aspects of this service and the review of performance hereunder. The COR does not have the authority to change or alter the order amount, terms or conditions of the contract. 6. PAYMENT SCHEDULE: The Contractor shall be paid a fixed monthly amount based on the current active user populationThis an all-inclusive price that covers all related costs to provide services off-site. The contract price includes full compensation for providing all services off-site. For example, the contractor is responsible for applicable federal / state / local / sales and all other applicable taxes, etc.The Government is obligated only to the extent of authorized purchases actually made and received under this requirement. 7. INVOICING: Invoices shall be submitted monthly for the services rendered. The Contractor shall submit invoices electronically using the Department of Treasury Invoice Processing Platform (IPP) pursuant to HHSAR 352.232-71 Electronic Submission of Payment Requests (Feb 2022). Information regarding IPP, including IPP Customer Support contact information, is available at www.ipp.gov. 8. ADDITIONAL TERMS & CONDITIONS: CONTRACTOR GOVERNMENT FURNISHED EQUIPMENT AND FACILITIES The Warm Springs Indian Health Center does not anticipate a need for contractor furnished equipment. Business Associate Agreement Provided by the Contractor: This agreement form shall be signed by both parties in this contract, previous year this was signed, unless new one is required. HIPAA REQUIREMENT Pursuant to the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and its implementing regulation, the Standards of Privacy of individual Identifiable Health Information at 45 C.F.R. Part 160 and 164, Subpart A and E (“Privacy Rule”), the Indian Health Service is required to enter into an agreement with the Business Associate, pursuant to which the Business Associate shall comply with and appropriately safeguard Protected Health Information (“PHI”) that it will use and disclose when performing functions, activities or services (“Services”) for the Indian Health Service. The Business Associate by signing the contract shall comply with the following terms in addition to other applicable contract terms and conditions relating to the safekeeping, use and discloser of PHI. (See Attachment for related HIPAA material and Business Associate Agreement Clause). BUSINESS ASSOCIATE AGREEMENT CLAUSE Pursuant to the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and its implementing regulation, the Standards of Privacy of Individual Identifiable Health Information at 45 C.F. R Part 160 and 164, Subpart A and E ("Privacy Rule"), the Indian Health Service is required to enter into an agreement with the Business Associate, pursuant to which the Business Associate shall comply with and appropriately safeguard Protected Health Information ("PHI") that it will use and disclose when performing functions, activities or services ("Services") for the Indian Health Service. The Business Associate by signing the contract shall comply with the following terms in addition to other applicable contract terms and conditions relating to the safekeeping, use and disclosure of PHI. Definitions Terms used in this Agreement, but not otherwise defined, shall have the same meaning as those terms contained within the Privacy Rule. 1. Agreement: "Agreement" shall mean this clause and any other provisions of this Contract that are incorporated by reference; 2. Business Associate: "Business Associate" shall mean Contractor; 3. Covered Entity: "Covered Entity" shall mean the Indian Health Service; 4. Designated Record Set: "Designated Record Set" shall mean (1) a group of records maintained by or for a covered entity that is: (i) the medical records and billing records about individuals maintained by or for a covered health care provider, (ii) The enrollment, payment, claims adjudication, and case or medical management record systems maintained by or for a health plan, or, (iii) Used, in whole or in part, by or for the covered entity to make decisions about individuals. (2) For purposes of this paragraph, the term record means any item, collection, or grouping of information that includes protected health information and is maintained, collected, used, or disseminated by or for a covered entity. (45 C.F.R. d 164.501). 5. Individual: "Individual" shall have the same meaning as the term "individual" in 45 C.F.R. d 164.501 and shall include a person who qualifies as a personal representative in accordance with 45 C.F.R. d 164.501(g); 6. Privacy Rule: "Privacy Rule" shall mean the Standards for Privacy of Individually Identifiable Health Information at 45 C.F.R. Parts 160 and 164, Subparts A and E; 7. Protected Health Information: ‘Protected Health Information" shall have the same meaning as the term "protected health information" in 45 C.F.R. d 164.501, limited to the information created or received by the Contractor from or on behalf of the IHS; 8. Required by Law: "Required by Law" shall have the same meaning as the term "Required by law" in 45 C.F.R d 164.501. 9. Secretary: "Secretary" shall mean the Secretary of the United States Department of Health and Human Services or his designee. Section 1- Privacy Rule Compliance The Business Associate agrees to comply with the Business Associate Agreement requirements under the Privacy Rule and the provisions of this Agreement throughout the term of this Agreement. The Business Associate agrees that it will require all of its agents, employees, subsidiaries, affiliates and subcontractors, to whom the Business Associate provides PHI, or who create or receive PHI on behalf of the Business Associate for the IHS, to comply with the Privacy Rule and to enter into a written agreement with the Business Associate that provides the same restrictions, term and conditions as set forth in this Agreement. Any subcontracts shall be let as provided for in this contract, but, notwithstanding any exemption from any requirement for written consent contained in the subcontracting clause, the Business Associate shall nonetheless obtain the Contracting Officer’s written consent before placing any subcontract pursuant to which the contractor discloses PHI to the subcontractor. Section 2- Permitted Uses and Disclosures The Business Associate shall not use or disclose PHI except as provided for in this Agreement, the Privacy Rule or other applicable law, to perform functions, activities or services for on or behalf of the IHS as specified herein. The Business Associate agrees that it may use or disclose PHI on behalf of the IHS only; (1) upon obtaining the authorization of the patient to who the PHI pertains (45 C.F.R. § 164.50l(a)(l)(iv) and 164.508(b); (2) for the purpose of treatment, payment or health care operations (45 C.F.R. § 164.502(a)(l)(ii) and 164.506; or (3) without an authorization or consent, if in accordance with 45 C.F.R § 164.506, 164.510, 164.512, 164.514(e), 164.514(f) or 164.514(g). Except as otherwise limited in this Agreement, the Business Associate may use PHI for the management and administration of the Business Associate or to carry out responsibilities of the Contractor required by law. Section 3 - Safeguards The Business Associate shall develop and use appropriate procedural, physical and electronic safeguards to protect against the use or disclosure of PHI or the Privacy Rule. The Business Associate will limit any use, disclosure, or request for use or disclosure of PHI to the minimum amount necessary to accomplish the intended purpose of the use, disclosure or request in accordance with the requirements of the Privacy Rule. Section 4 -Safeguards for Electronic PHI The Business Associate shall implement administrative, physical, and technical safeguards that reasonably and appropriately protect the confidentiality, integrity and availability of any electronic PHI that it creates, receives, maintains, or transmits on Behalf of the IHS as required by 45 C.P.R., part 164, subpart C, Security Standards for the Protection of Electronic Health Information. Section 5 - Reporting of Disclosure The Business Associate shall promptly report to the IHS any knowledge of uses or disclosures of PHI that are not in accordance with this Agreement or applicable law. In addition, the Business Associate shall mitigate, to the extent practicable, any harmful effect that is known to the Business Associate of a use or disclosure of PHI by the Business Associate in violation of the requirements of the Privacy Rule. Section 6 - Records: IHS Access The Business Associate shall maintain records of PHI received from or created or received on behalf of the IHS and shall document subsequent uses and disclosures of such information by the Business Associate. The Business Associate shall promptly make available to the IHS, such information as the IHS may require to fulfill its obligations to provide access to, provides copy of, and account for disclosures with respect to the PHI pursuant to the Privacy Rule (e.g., 45 C.P.R. o 164.528 (individual request for an accounting PHI disclosures) and other applicable law. Section 7- Records: Individual Access The Business Associate shall maintain a designated record set, as defined by the Privacy Rule (45 C.P.R o 164.501), for each patient for which it has PHI. In accordance with a patient’s right to access his PHI under the Privacy Rule, the Business Associate shall make available all PHI in the patient's designated record set to the patient to whom that information pertains, or to the patient's authorized representative, upon request by the patient or his authorized representative to meet the requirements under 45 C.P.R o 164.524. The Business Associate shall document all disclosures under this section and shall promptly make such information available to the IHS pursuant to section 6 above. Section 8 - Disclosure Upon request, the Business Associate shall make available to the IHS or to the Secretary, PHI and the Business Associate's internal practices, books, and records, including its policies and procedures, including any agreements required by Section 1 with subcontractors, vendors and other agents relating to the use and disclosure of PHI received from the IHS, or created or received by the Business Associate on behalf of the IHS, for purposes of determining the IHS compliance with the Privacy Rule. The Business Associate shall not disclose PHI to any requesting party other than as provided for in this section and sections 2 and 7 above. The Business Associate shall forward all other requests to the IHS for handling. Section 9 - Amendments of Information