Licensed Practical Nurse (LPN) – JB Charleston, SC

Reef Systems has an immediate need for a Licensed Practical Nurse (LPN) to support the Air Force medical Service (AFMS)
mission at the Referral Management Center (RMC) located at JB Charleston, SC. This is a full-time, on-site position.

DESCRIPTION OF SERVICES:

Background:
The Air Force Medical Service (AFMS) operates and manages a worldwide healthcare system to deliver medical service for
more than 2.63 million eligible beneficiaries. Beneficiaries include active duty, family members and retirees, during both
peacetime and wartime. The AFMS responds to a full spectrum of anticipated health requirements and provides an
integrated healthcare system from forward deployed locations through definitive care with an emphasis on prevention of
illness and injury. Each referral is coordinated through a process called Referral Management (RM). When specialty care is
referred, the Referral Management Center (RMC) is responsible for advising the patient of their benefit and working with
the referring provider and the Managed Care Support Contractor (MCSC) to ensure that the referral is accurate. The RMC
is also responsible for coordinating the referral with the specialty office, facilitating the recapture of Medical Treatment
Facility (MTF) direct care capabilities, tracking the referral to closure, and returning all results of treatment to the patient’s
medical record. The number of referrals in a MTF varies depending on the patient population, illness severity, local
networks, and referral patterns.

Scope:
The Contractor shall support the AFMS’ mission of staffing and managing RMCs at the MTFs, serving as the one-stop shop
for all referrals from the initiation of a referral to receipt of a clear, legible, Health Insurance Portability and Accountability
Act (HIPAA) (Appendix D) compliant report is returned to the MTF. The RMC serves as the central clearing house for
providers and patients needing information or help with referrals. RM is a critical program within DoD and the AFMS,
supporting the patient-centered medical home model and optimizing the MTF’s clinical specialty capabilities and
expeditionary medicine currency platforms.

SUMMARY OF REQUIREMENTS

Referral Management Center (RMC) Operations:
 Operate the RMC at the MTFs listed within Appendix A. Support RMC operations and provide referral
management services to patients during normal MTF business hours (as specified in paragraph 4) for telephonic,
electronic, and in person access.
 Process and review referrals in Government information systems including, but not limited to: MHS GENESIS, the
Composite Health Care Suite (CHCS), MCSC referral systems, Armed Forces Health Longitudinal Technology
Application (AHLTA), Health Artifact Imaging & Management System (HAIMS), and Referral Management System
(RMS) Integrated Clinical Database-B (ICD-B) programs.

 Accurately refer patients to subsequent care using the most current MTF Capabilities Report, and the Access to
Care (ATC) standards and RMC Business Rules as outlined in Air Force Instruction AFI44-176 and in the AFMS
Referral Management Center Guide – version 9.0, Attachment 1 of the PWS.
 Initiate, follow, manage, and close all referrals within timeliness standards identified in the TRICARE Operations
Manual, the RMC business rules, and other current Government policies, regulations, and memorandums.
 Provide patient education including, but not limited to, specialty care referral, procedures, and labs to prepare the
patient for their specialty care appointment and/or procedure.
 Provide MTF clinical personnel education concerning referral process and timelines, no less than semi-annually.
The Contractor will utilize education opportunities during training venues to include, but not limited to,
provider/nurse orientation briefings and Professional Staff (ProStaff) meetings.
 Identify and notify the Government MTF case manager, Utilization Management (UM) nurse or Primary Care
Management (PCM) team, as appropriate, of any patient that may benefit from or may require care
management/coordination.

 Sustain and follow the most current MTF Specialty Clinic Booking Guidance, MTF Capabilities Report and
MTF/MCSC Memorandums of Understanding. Utilize these to maximize recapture initiatives and enhancements.
 Participate in inspections, by providing any requested referral management information by inspectors.

Referral Review/Appointing Function:
 Review initial specialty care and deferred-to network primary care referrals for administrative completeness (e.g.,
TRICARE Operations Manual, Chapter 8, Section 5), covered TRICARE benefit and required tests and pre-work.
Coordinate with referring providers in cases where additional referral information is required.
 Verify patients are registered in CHCS and Defense Enrollment Eligibility Reporting System (DEERS); update
demographic and other pertinent information through the appropriate medical systems and software programs.
Obtain current and accurate contact information (i.e., cell/home phone numbers, and address).
 Determine patient eligibility for services and schedule specialty referral appointments to MTF or Other Direct Care
System (ODCS) (ex: other nearby MTF) using CHCS booking procedures, ATC standards, and established clinic
capability/ booking protocols as outlined in AFI 44-176 and in the AFMS Referral Management Guide. If there are
no MTF or ODCS referral appointments within ATC standards, the RMC shall defer the referral to the network
through the MCSC. The RMC shall transmit the referral though the RMS to the MCSC.
 Assist with ROFR determinations for specialty care that can be provided within the MTF using service availability
(capability) listings and information systems that link the referral to the appointment with the ATC category and
standard.
 Document patient appointments in the approved AFMS system(s), such as but not limited to CHCS, the RMS, and
ALTHA. Enter ROFR-type referrals into CHCS for review and appointments.
 Process ROFRs within the time limits outlined in the TRICARE Operations Manual, Chapter 8, Section 5 (or as
amended).
 Accept/decline urgent priority ROFRs and outside referral requests received within thirty (30) minutes of receipt.
 Accept/decline routine priority ROFRs and outside referral requests received within one (1) business day of
receipt.

 Return completed referrals submitted by network/VA provider’s specialty care referral results (ROFR results) to
the referring purchased care provider within ten (10) business days of the kept specialty encounter.
 Verify that referrals are activated within the referral priority standards (Routine, Emergent, and Urgent). RMC
staff shall assist with appointing/activating referrals and providing customer support to patients as outlined in the
latest AFMS RMC Business Rules.
 Correct inaccurate authorizations in the RMS.
 Coordinate with specialty referral clinics (e.g., internal MTF, ODCS, Veteran’s Affairs clinic, etc.) on special patient
instructions and tests required prior to appointment.
 Provide pre-appointment instructions to patients, if possible, prior to leaving the MTF. Advise patients of the
provider, location, time, and day of referral appointments or request the patient to call back for appointment
information if patient not provided appointment prior to leaving the MTF. Include care episode information for
the referral provider as to where to return referral results.
 Clinical Documents Requested by Purchased Care Providers. The referring provider/team will obtain additional
medical information (e.g. lab reports, x-rays, previous encounter notes, etc.) to provide to the purchased care
specialist as requested/ clinically required. The RMC can assist the PCM/team by faxing the documents to the
specialist’s office. For STAT/ASAP referrals, the ordering provider/team is responsible for obtaining and sending
the requested information to the specialist.
 Contact and inform patients in the event referral requests are invalid (e.g., non- covered benefits) or disapproved
by MTFs second level reviewer or MCSC. Reschedule or instruct patient of other health care options within two (2)
business days of notification of referral being invalid or disapproved by the second level reviewer.
 Submit referrals to the appropriate reviewer when required for medical necessity and appropriateness review.
 Utilize the referral naming convention in Telephone Consults (T-Cons), AHLTA clinical notes and HAIMs, or
additional systems, as outlined in the latest AFMS RMC business rules.
 Return all calls within two (2) business days.
 Monitor the secure messaging box three (3) times a day for messages. Follow- up with patients and/or direct
messages to the PCM team accordingly.
 Generate and forward referral-related patient telephone consults requiring clinical decision-making to the
appropriate provider/team.

 Review TRICARE Regional Office reconciliation/summary report daily; identify all open referrals and ensure
resubmission.

Referral Tracking Function:
 Track and obtain initial specialty care and deferred to Network primary care referrals to include obtaining CLRs
from MTF, ODCS, network, and non-network providers. When follow-up results are received from specialists,
ensure they are sent to the referring provider or PCM.
 Retrieve CLRs no later than (NLT) (180) calendar days after the order entry date. If the RMC does not receive the
CLRs within (180) calendar days, the Contractor is responsible for researching (chasing) and expeditiously
retrieving CLRs as outlined in the latest AFMS RMC business rules.
 Import/scan CLRs into the correct patients’ medical record within three (3) business days from receipt of results
from consulted provider/specialist and return CLR results to the referring provider or PCM within three (3)
business days of receipt from the consulted provider/specialist as outlined in the TRICARE Operations Manual and
AFI 44-176 Attachment 2, RMC business rules.
 Follow-up with MTF specialty care providers who did not complete CLR referral results in accordance with AFMS
RMC business rules.
 Provide the referring providers a monthly list of their referred patients who have not scheduled their initial
specialty care appointment for the referring provider/team’s action.
 Provide initial results of all referrals written by the MTF. Send all referrals to the referring provider/PCM for review
to be tracked and closed.
 Prepare referral management data reports/metrics, using referral tracking data tools. Reports and metrics will be
as determined by the latest AFMS RM Business rules, local MTF policies and procedures, as well as any regulatory
guidance (ex: AAAHC, TJC, NCQA, etc.) currently in effect. Accuracies shall be completed within three (3) business
days. Utilize information to maximize recapture initiatives/enhancements.

Heath Benefits Function:
 Accurately advise all patients of their referral eligibility, beneficiary status, and health treatment options as
outlined by their TRICARE enrollment and/or DEER status.
 Coordinate with MTF Chief of Medical Staff (SGH) for all active, reserve, and guard referrals not covered under the
TRICARE benefit for approval.
 Direct patient to patient travel coordinator and provide information on travel related benefits.

 Assist MTF, as necessary, on advising patients regarding Line-of-Duty, Personal Reliability Program (PRP), and
Medical Evaluation Board issues as outlined in AFI 41- 210, Tricare Operations and Patient Administration
Functions, and AFI 36-3212, Physical Evaluation for Retention, Retirement, Separation (in conjunction with MTF
Physical Evaluation Board Liaison Officer and MTF PRP monitor). Verify appropriate paperwork is on file prior to
authorization.

Customer Service Function:
 Provide medical ethics, telephone etiquette, office, administrative, and clerical skills to perform receptionist
duties. Provide positive, courteous, and professional customer service support to patients and MTF staff.
 Initiate, receive, and coordinate (telephone/computer/written) communication between beneficiaries, team
members, internal staff and providers, network/outside providers and ancillary health care workers regarding
specialty clinic appointments and referrals.
 The Contractor will resolve substantiated complaints within five (5) business days of receipt of complaint.

Minimum Education and Experience Requirements:
All contractor personnel shall meet the minimum qualifications below:

Licensed Professionals
 Shall read, understand, speak, and write English fluently.
 Shall have knowledge, skills and computer literacy to interpret and apply medical care criteria, such as, but not
limited to, InterQual or Milliman Ambulatory Care Guidelines.
 Shall have a minimum of two (2) years broad-based clinical nursing experience in either an inpatient or outpatient
care setting within the last three (3) years.
 License must be valid and unrestricted. Contract personnel shall be in good standing, and under no clinical
restrictions, with the licensure boards in all jurisdictions in which a license is held or has been held within the last
ten (10) years.
 Operational computer skills with general working knowledge of word processing, and Microsoft applications
(including Windows, Word, Excel, Outlook).

 General medical ethics, telephone etiquette, written/verbal/electronic communication, and customer service
skills.

Health Requirements:
In accordance with Air Force Joint Instruction 48-110 and Air Force Instruction (AFI) 48-105, all RMC personnel shall follow
the methods for controlling and preventing disease as described in the American Public Health Association publication,
Control of Communicable Diseases Manual, and the Centers for Disease Control and Prevention (CDC) publication,
Morbidity and Mortality Weekly Report (MMWR), and its supplements. For the purposes of this contract, the AFMS
considers RMC personnel - healthcare personnel to whom these requirements apply. Therefore, RMC personnel must
comply with all MMWR guidelines. For purposes of this contract, CDC recommendations are considered requirements.
 Prior to start of work, the Contractor is required to supply proof of immunization of RMC personnel working
within MTFs for the following diseases: hepatitis B, influenza, measles, mumps, rubella, varicella, Tdap, influenza.
In addition, proof of a negative TB skin test completed within the past twelve (12) months (if positive, proof of
negative chest X-ray within the past twelve (12) months) is required. The MTF will not provide immunizations or
tests for individuals not entitled to medical care.
 Proof of subsequent immunizations, required for continued employment at the MTF, must be provided on the
anniversary of the employee’s hire date or when the option year is executed, whichever comes first.
 The MTF will not perform any medical tests or procedures required by the contract for non-beneficiaries except in
the rare case of post-exposure in accordance with Air Force, DoD, and CDC guidelines or recommendations.

Basic Life Support Certification:
At a minimum, any Contractor personnel working within an MTF must maintain either current certification in the
American Heart Association Basic Life Support (BLS) (Course C) or the American Red Cross CPR/BLS (Heart Saver) Course.
Any exceptions are in accordance with the local MTF/CC.
The Contractor shall ensure that RMC personnel obtain initial training at no cost to the Government prior to duty start
date so that RMC personnel arrive in their positions fully qualified; however, the Government may offer refresher training
for RMC personnel on a space-available basis. If RMC personnel receive training within the facility, the time spent in the
training course will not be billable to the Government. The Government will not pay for recertification training obtained
outside the MTF.
Absences and Leave:
Contractor personnel shall advise the FRED or other designee in FRED’s absence, about absences due to illness or
incapacitation. If the contractor personnel is absent for three (3) or more consecutive days due to illness, the FRED may
require written documentation from a qualified health care provider that he or she is free from communicable

disease and the cause of the worker’s current illness, if the MTF’s FRED determines it is necessary.

Training:
Government Furnished Training:
The Government will provide initial on-the-job (OJT) training on Government provided forms and
equipment, initial orientation, and annual training requirements specific to the MTF. The Government
will also provide initial training, within five (5) business days of task order award, to the Contractors’
education and training department for subsequent Contractor training (“train the trainer”) to their
employees on all Government provided forms, equipment, and software application systems to include,
but not limited to: HIPAA, Referral Management Business Rules, CHCS, AHLTA, RMS, MCSC referral
system, and MiCare. The Contractor’s trainers shall be responsible for all future training necessary to
perform the work as defined in this PWS. Training shall not hamper the quantity, quality, or timeliness of
daily work requirements.
The AMFS designated online learning environment may be used to support pre- placement training
requirements, as available. A list of available computer-based trainings will be provided to the
Contractor within five (5) business days after contract award.

Continuous Training:
Continued certification and training required to maintain referral management proficiency of contractor
employees throughout the period of performance is the responsibility of the Contractor. Training shall
not hamper the quantity, quality or timeliness of daily work requirements.

Place of Performance:
Work will be accomplished on-site at JB Charleston, SC.

Available Hours of Operation:
The Contractor shall provide Referral Management Services during normal “MTF operating hours,” from
7:30 AM through 4:30 PM, Monday through Friday, excluding federal holidays.

Scheduled Holidays:
New Year’s Day; Dr. Martin Luther King, Jr. Birthday; President’s Day; Memorial Day; Juneteenth;
Independence Day; Labor Day; Columbus Day; Veteran’s Day; Thanksgiving Day; Christmas Day.

Planned Closures:

 Days that Air Force leadership designates as a minimal manning/liberal leave day(s) (i.e. Family
Day, Down day) for Government employees can result in a planned facility closure.
 The Referral Management contractor personnel in the MTFs may perform duties during minimal
manning/liberal leave day(s) (i.e. Family Day, Down day) when Government staff is in the facility
for oversight in accordance with MTF policy. At no time shall the contractor personnel work without Government oversight.

Reef Systems