Gallup Service Unit & Shiprock Service Unit: Nurse Advice/Nurse Triage Telephone Services
ID: 75H71025R0001Type: Solicitation
Overview

Buyer

HEALTH AND HUMAN SERVICES, DEPARTMENT OFINDIAN HEALTH SERVICENAVAJO AREA INDIAN HEALTH SVCWINDOW ROCK, AZ, 86515, USA

NAICS

Offices of All Other Miscellaneous Health Practitioners (621399)

PSC

MEDICAL- OTHER (Q999)

Set Aside

Total Small Business Set-Aside (FAR 19.5) (SBA)

Original Source

https://sam.gov/workspace/contract/opp/841d0d4d3aea4a86b20a5b9f06649a53/view
Timeline
    Description

    The Department of Health and Human Services, specifically the Indian Health Service, is seeking proposals for Nurse Advice/Nurse Triage Telephone Services for the Gallup and Shiprock Service Units in New Mexico. The contract will provide non-personal nurse triage services to support healthcare delivery for American Indians and Alaska Natives, with a performance period starting December 1, 2025, and extending through November 30, 2030, including a base year and four optional one-year periods. This service is critical for ensuring timely and effective healthcare access, requiring a dedicated call center capable of handling a minimum of 60 calls daily, with specific performance metrics for call handling and language interpretation. Interested vendors must submit their proposals in PDF format by December 9, 2025, at 1:00 P.M. MST, and can direct inquiries to Adrian Segay at Adrian.Segay@ihs.gov.

    Point(s) of Contact
    Adrian Segay
    Adrian.Segay@ihs.gov
    Files
    Title
    Posted
    75H71025R00001 (5).pdf
    This amendment updates Solicitation No. 75H71025R00001 for Nurse Advice/Nurse Triage Telephone Services at the Gallup Indian Medical Center (GSU). Key changes include revising Section E, 52.212-1, Volume 4 - Price, and extending the closing date to December 9, 2025, at 1:00 P.M. MST. The period of performance is from June 1, 2026, to May 31, 2031. The document details various Federal Acquisition Regulation (FAR) and Department of Health and Human Services Acquisition Regulation (HHSAR) clauses that apply, including those related to commercial products/services, small business utilization, labor standards, and personnel security. Special instructions for the Indian Health Service (IHS) Gallup Service Unit cover Contracting Officer's Representative (COR) duties, unauthorized commitments, contractor performance assessment, personnel security and access, and HIPAA compliance. The Performance Work Statement (PWS) outlines requirements for non-personal Nurse Advice/Nurse Triage Telephone Services to support the IHS mission of providing healthcare to American Indians and Alaska Natives at the Gallup Indian Medical Center.
    75H71025R00001.pdf
    This government RFP, Solicitation Number 75H71025R00001, is a 100% Small Business Set-Aside for Nurse Advice/Nurse Triage Telephone Services at the Gallup Service Unit and Shiprock Service Unit. The contract includes a base year (12/01/2025 - 11/30/2026) and four optional one-year periods, extending services until November 30, 2030. Key clauses incorporate Federal Acquisition Regulations (FAR) and Department of Health and Human Services Acquisition Regulation (HHSAR) provisions, emphasizing electronic payment via www.ipp.gov, contractor performance assessment, personnel security, and compliance with the Indian Preference Program. The RFP also outlines requirements for contractor employee background checks and adherence to HIPAA as a business associate.
    Sol_75H71025R00001_Amd_0001.pdf
    Solicitation No. 75H71025R00001 is amended to provide answers to vendor questions regarding a nurse triage call center. Key details include a performance period from December 1, 2025, to November 30, 2026, with a base year and four 12-month option periods (5 years total). The incumbent is JVRX LLC, providing services from June 1, 2022, to November 30, 2025, with the last quarter's estimated payment being $605,000. The position is remote, and billing is a firm fixed monthly price. The call center requires 100% dedication, an estimated 10 operators, and must handle a minimum of 60 calls daily, with a 3-minute average handle time and no more than 10 minutes wait time or 5 minutes hold time. 100% of calls must be answered live, and 75-80% resolved without transfer. Interpreters for languages including Navajo, Zuni, Hopi, Apache, Spanish, and French must be included in pricing. Nurse triage notes need to be sent via secure HIPAA-compliant eFax or regular fax. The solicitation covers combined services for both Gallup and Shiprock medical centers, with an estimated 18,000 calls for Gallup.
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