Integrated Referral Management and Appointing Center (IRMAC) Services

The Defense Health Agency is soliciting an 8(a) small‑business, firm‑fixed‑price contract to provide Integrated Referral Management and Appointing Center (IRMAC) services for the Defense Health Network Indo‑Pacific. The contractor will operate a centralized, off‑base call‑center that delivers Patient Appointing Services (PAS), Referral Management Services (RMS), and Clear & Legible Reporting (CLR) for military treatment facilities in Hawaii and the Pacific Northwest. Work is performed remotely via phone and electronic media, with strict service‑level metrics for call answer times, referral disposition, and reporting. The effort includes a 90‑day transition/phase‑in, a 7‑month base period, and up to four optional extensions through March 2031. All labor must be covered by Service Contract Act wage determinations for the applicable counties. • Provide centralized, non‑personnel health‑administrative support (PAS, RMS, CLR) for DHN‑IP MTFs in Hawaii and the Pacific Northwest. • Meet performance standards: ≤ 60 sec answer for 90 % of calls, ≤ 2 % call abandonment, < 1 % error rates, 15‑minute reporting intervals, 6‑month call‑record retention. • Operate from a commercial facility within 25 mi of any U.S. MTF, comply with FAR/DFARS clauses, HIPAA, DoD security (RMF, ATO), and Service‑Contract‑Labor‑Standards wage determinations.