Medical Support Assistant (MSA) Support Services

Statement of Work (SOW)

To provide administrative support services within the NIH Clinical Center, specifically for the Patient Support Services Department (PSSD), to assist with the overall operational objectives of the center.

• Provide 25 Medical Support Assistants (MSAs) and 1 Program Manager.

• MSAs will perform duties including customer service, patient appointment processing, reception activities, teamwork, and equipment/material/supply support.

• Specific MSA duties include scheduling appointments, processing admissions, handling patient travel vouchers, ordering X-rays, performing safety inspections, and maintaining patient confidentiality.

• MSAs must be knowledgeable in office equipment operation and proficient in Microsoft applications.

• Contract personnel may be required to float to other units within PSSD.

• Performance will be evaluated based on work products and documents (95% needed daily), customer service (less than 5 complaints annually), and responsiveness to CC staff requests (95% with less than 5 late responses annually).

• Place of Performance: NIH Clinical Center, 10 Center Drive, Bethesda, Maryland 20892.

• Period of Performance: One year upon award, with three (3) option years.

• Operational Hours: 24 hours/day, 365 days/year. Work week not to exceed 40 hours per contractor staff.

• Staffing: 25 MSAs and 1 Program Manager. Contractor must provide qualified substitute personnel for absences.

• Training: Mandatory orientation to the position and Clinical Center. Specific training requirements may be added.

• Infectious Disease Compliance: Strict adherence to federal and state regulations for infectious disease control, including proof of measles immunity, Hepatitis B vaccination/declination, annual Universal Precautions training, and tuberculosis screening.

• Dress Code: Professional business casual attire is mandatory.

• Attendance: Strict adherence to scheduled start times with a ten (10) minute grace period. Notification required for absences or late arrivals.

• Personal Electronic Devices: Prohibited for non-contract-related purposes during duty hours.

• Security: Work is UNCLASSIFIED. Compliance with Homeland Security regulations and safeguarding of information is required.

• Privacy Act: Compliance with patient privacy regulations is mandatory.

• Government-Furnished Equipment: Workspace, computer, telephone, and other electronic equipment will be provided. NIH ID and parking permits will be issued.

• Proposals must be self-sufficient and respond directly to the Task Order Request Package (TORP).

• Separate Technical (Volume I, 5-page limit) and Business (Volume II) submissions.

• Technical Submission requires resumes detailing qualifications and a Management Plan.

• Business Submission requires TORP number, administrative level rates, and management rates.

• Evaluation Criteria: Technical Acceptability (Resume, Management Approach) and Price Reasonableness.

Form / Attachment / Pricing Sheet

This document provides the pricing structure for the opportunity, detailing the CLINs, descriptions, quantities, units, hours, and pricing fields that bidders must complete.

• CLINs: Includes CLINs for base year services (Medical Support Assistants, Program Manager) and option years 1, 2, and 3 for the same services.
• Description: Specifies the roles being priced (Medical Support Assistants, Program Manager).
• Quantity (Qty): Indicates the number of each unit required (e.g., 25 for MSA, 1 for Program Manager).
• Unit: Each.
• Hours: Specifies 1920 hours per unit for all CLINs.
• Pricing: A placeholder '$________' indicates where bidders must enter their proposed pricing for each CLIN.

Bidders must use this sheet to calculate and submit their proposed pricing for the base period and all option periods. The quantities and hours provided are key inputs for developing a comprehensive and compliant price proposal.

Form / Attachment / Pricing Sheet

This document outlines the "Invoice and Payment Provisions" for vendors, detailing the requirements for submitting proper invoices and the procedures for payment, including highlights of the Prompt Payment Act (FAR 52.232-25) and NIH implementation requirements. It also covers accelerated payments to small business subcontractors and electronic submission of payment requests.

Invoice Requirements:

• Must be an "Original" and include specific items (listed 1-12).
• Must include Vendor/Contractor Name, Address, Point of Contact.
• Remit-to address must be provided.
• Remittance name must match the original order/contract name.
• Unique invoice number required per vendor.
• NBS document number formats for awards.
• Unique Entity Identifier (UEI) or Federal Taxpayer Identification Number (TIN).
• Identification of three-way match for payment.
• Description of supplies/services matching the award.
• Freight or delivery charges must be billed as shown on the award.
• Quantity, Unit of Measure, Unit Price, Extended Price must match award line items. Payment Processing:
• Invoices are submitted to the Department of Treasury's Invoice Processing Platform (IPP) at https://www.ipp.gov.
• A copy of the electronic invoice must be sent to the Approving Official (Contracting Officer) and Technical Point of Contact or Contracting Officer's Representative.
• Payment due date is the later of 30 days after receiving a proper invoice or 30 days after Government acceptance of supplies/services.
• Special payment due dates apply for certain perishable goods. Interest Penalties:
• Automatic interest penalties apply if payment is not made by the due date under specific conditions. Accelerated Payments to Small Business Subcontractors:
• Contractors must make accelerated payments to small business subcontractors to the maximum extent practicable. Electronic Submission of Payment Requests:
• Payment requests must generally be submitted electronically via IPP, unless alternate procedures are authorized in writing by the Contracting Officer.

This document is critical for bidders to understand how to correctly submit invoices to ensure timely payment. It details the specific information required on an invoice, the submission platform (IPP), payment timelines, and conditions for interest penalties. Adhering to these requirements is essential for successful contract performance and financial management.