Integrated Referral Management and Appointing Center Call Center Support Services

The Defense Health Agency (DHA) is seeking personnel to provide call center and referral management support for the Integrated Referral Management and Appointing Center (IRMAC) National Capital Market. The IRMAC operates as an integrated on-demand call center serving the National Capital Region enhanced Multi-Service Market Medical Treatment Facilities. Primary performance will occur at the Dalecarlia Annex in Bethesda, Maryland, though mission requirements may necessitate placement at various Military Treatment Facilities or authorized telework locations within the National Capital Market.

This solicitation, identified by number HT001421R0004, is designated as an 8A (8A) set-aside. The requirement is classified under NAICS 561110 Office Administrative Services and PSC R699 SUPPORT- ADMINISTRATIVE: OTHER. Administrative and technical guidance for the requirement is supported by nine attachments, including price and compensation matrices, past performance questionnaires, and Common Access Card request procedures.

Responses to this solicitation are due by January 11, 2022, and John A. Cowgill is the designated point of contact. Following the release of an amendment on December 17, 2021, the agency is no longer accepting vendor questions. Successful performance involves managing consolidated call center activities and supporting referral management functions across the designated regional medical network.