CHAPTER 2 Section 10, pages 3 through 6 Section 10, pages 3 through 7

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2 CHANGE M DECEMBER 12, 2017 REMOVE PAGE(S) INSERT PAGE(S) CHAPTER 2 Section 10, pages 3 through 6 Section 10, pages 3 through 7 CHAPTER 10 Section 4, pages 5, 6, and 19 through 21 Section 4, pages 5, 6, 19, and 20 2

3 4.7 Provide Information TRICARE Operations Manual M, April 1, 2015 Chapter 2, Section 10 Other Requirements The contractor shall, upon receipt of a written request from DHA, provide to potential offerors such items and data as required by DHA. This shall include non-proprietary information, such as record formats and specifications, field descriptions and data elements, claims and correspondence volumes, etc. 5.0 RECOUPMENTS 5.1 Recoupment Installment Cases The outgoing contractor shall transfer all installment cases to DHA, Office of General Counsel (OGC), Claims Collection Section (CCS). A list of all installment cases to be transferred, shall be provided by fax or encrypted to CCS before the cases are transferred Cases Less Than 12 Months The outgoing contractor shall transfer cases greater or equal to $110 ($30 for pharmacy) and that are less than 12 months old to the incoming contractor, who shall assume management of the cases. Cases received by the incoming contractor shall be managed until the debt is collected in full, or combined with any other under $600 active recoupment case against the same debtor to equal $600 or more and transferred to DHA, OGC, CCS. Cases that do not meet the criteria, shall be written off by the contractor Cases Greater Than 12 Months The outgoing contractor shall write off cases less than $600 ($30 for pharmacy) that when combined with other cases do not equal $600 or more, and reported on line A5 of the Accounts Receivable Summary Report (refer to the CDRL located in Section J of the contract) The outgoing contractor shall transfer cases greater or equal to $600 to CCS. A list of all cases to be transferred to CCS shall be provided by fax or encrypted to CCS before the cases are transferred General The incoming contractor and CCS, shall receive the designated cases from the outgoing contractor no later than 30 days after the SHCD. The incoming contractor shall reflect the number of cases and the amount of the outstanding debt received from the outgoing contractor on the next monthly Accounts Receivables Report following the date of transition. (The details for content and submission of this report are contained in the CDRL, refer to the CDRL located in Section J of the contract.) The outgoing contractor shall submit a credit adjustment to include all amounts recouped up to the point of transition. The final Accounts Receivable Report for the outgoing contractor shall reflect the number of cases and the amount of the outstanding debt transferred to the incoming contractor. 3

4 5.2 Third Party Recovery TRICARE Operations Manual M, April 1, 2015 Chapter 2, Section 10 Other Requirements The outgoing contractor shall transfer court-ordered restitution cases to the incoming contractor for continued collection. The incoming contractor shall continue to collect whatever payments are forthcoming and advise the probation officer when a payment is missed, in accordance with Chapter 10, Section APPEALS AND HEARINGS The incoming contractor shall develop and maintain appeals processing guidelines, desk instructions, and reference materials relevant to Chapter 11, Section 8 and Chapter 12. One complete set of these materials shall be provided to the Government as required by the corresponding CDRL, with updates provided as changes occur. 6.1 Appeals Claims Spanning Multiple Jurisdictions Appeals for claims processed by both the incoming and outgoing contractors, during the transition period, shall be reviewed separately by each contractor in accordance with the Chapter 12. Appeals may be received involving more than one jurisdiction. Appeals may be received involving more than one jurisdiction. For example, a case may involve services processed by both the outgoing contractor and the incoming contractor in a period of transition and will require separate review. The contractor receiving the appeal shall notify the appealing party that the services will be reviewed separately by the outgoing contractor and the incoming contractor. The notification shall also include the name and address of each contractor performing the reviews. The contractor shall photocopy the written appeal request, the notification to the appealing party of the referral, and other relevant information and forward the photocopies to the other contractor with an explanation of the action taken within 21 calendar days of the stamped date of receipt of the appeal. 6.2 Assistance to Incoming Contractor, TRICARE Quality Management Contract (TQMC), and DHA During Transition During transition, the outgoing contractor or the TQMC shall make available, upon request, individual cases completed during the transition period and not yet transferred to the incoming contractor or TQMC. In no case shall mailing the appeal file to the incoming contractor, the TQMC, or DHA occur later than five workdays after receipt of a telephonic, written or fax request from DHA or the incoming contractor during a transition period. 6.3 Appeal Case Files Upon request from the incoming contractor, the outgoing contractor shall transfer individual cases completed during the transition period and not yet transferred to the incoming contractor in accordance with the Chapter DHA COMMUNICATIONS 7.1 Interface Requirements DHA Communications will meet with the incoming contractor within 60 calendar days following contract award to develop and establish a Memorandum of Understanding (MOU), according 4

5 Chapter 2, Section 10 Other Requirements to the CDRL requirements. The MOU shall also address the ordering and bulk shipment of materials. The MOU shall be effective no later than 30 days following the meeting between DHA Communications and the contractor. 7.2 Initial Ordering of Educational Materials Following contract award, initial requests for desired educational materials shall be submitted in accordance with Chapter 11, Section 1 to DHA Communications. Within 30 days of the request, DHA Communications will host a meeting with the TRICARE Beneficiary Publication Committee. The contractor shall provide one representative for attendance and participation in the work group meeting to be held in the Washington, DC area. Meetings may be attended via teleconference, video telecommunications or in person, as directed by the Government. Upon determination of the core products, contractors shall submit a request for copies required and delivery dates requested. The contractor shall provide DHA Communications with a single Point Of Contact (POC) and address(es) for delivery of educational materials. 8.0 MEDICAL MANAGEMENT TRAINING The contractor shall participate in DHA sponsored medical management training as requested, to include coordination of training schedules and the development of the agenda and training materials. The incoming contractor shall participate in up to two four-day training sessions during the transition period in their respective region. The location of the training will be designated by DHA. 9.0 INTERNAL QUALITY MANAGEMENT/QUALITY IMPROVEMENT (QM/QI) PROGRAM The contractor shall electronically submit documents describing the QM/QI Program and any updates in accordance with the CDRL SUBMISSION 10.1 All deliverables shall be submitted to DHA via the E-Commerce Extranet unless otherwise directed by the CDRL. The system is accessed via the Internet through a workstation browser and requires a static Internet Protocol (IP) address. The application is thin client meaning that no software needs to be installed on the client workstation and no software is downloaded into the browser. Javascript and cookies need to be enabled in the browser to utilize the application. The application is best viewed at a resolution of 1024 x 768 pixels in an Internet Explorer (IE) browser (Version 8 and higher). Other browsers such as Firefox and Chrome are not supported. The system must be accessed using the Secure Socket Layer (SSL) protocol ( and is protected by individually assigned user name and password or Common Access Card (CAC). Access to the Extranet shall be requested using the E-Commerce User Access Form-External which will be provided by the Government. Access to deliverables is granted to users at the contract level and deliverables submitted by one contractor will not be accessible to any other contractor Deliverables that provide data for measuring objective requirements will require submission in Microsoft Excel format with metric data reported in the same cell within the same worksheet for each reporting period. This may require an additional worksheet be added to the contractor s deliverable. If required, the new report template will be provided by the Government prior to the start of the first reporting period. 5

6 Chapter 2, Section 10 Other Requirements 10.3 The method of distribution and file format of each deliverable is identified in the CDRL. Distribution of deliverables to other agencies (Government and contractors) as specified by the Government is the responsibility of the contractor DHA EVALUATION OF NON-UNITED STATES (U.S.) FOOD AND DRUG ADMINISTRATION (FDA) APPROVED LABORATORY DEVELOPED TESTS (LDTs) DEMONSTRATION PROJECT The outgoing contractor shall provide a list of all beneficiaries under demonstration approved LDT care to the incoming contractor CONTINUED HEALTHCARE BENEFIT PROGRAM (CHCBP) (APPLIES TO THE EAST REGION CONTRACTOR ONLY) 12.1 No later than six months prior to the SHCD, the contractor shall provide the Contracting Officer s Representative (COR) with the contractor s mailing address and toll- free telephone number No later than four months prior to the SHCD, the Government will furnish the contractor with a sample of the CHCBP Termination Notice format PERFORMANCE READINESS VALIDATION (PRV)/PERFORMANCE READINESS ASSESSMENT AND VERIFICATION (PRAV) During transition, the incoming contractor s performance readiness status regarding management will be subject to PRV/PRAV reviews as described below Management PRV During the transition-in period, the contractor shall continually monitor and validate its progress towards establishing and maintaining experienced and qualified key personnel and sufficient staffing and management support to meet the requirements of this contract. Progress shall be monitored based on the time lines and goals established in the Integrated Master Plan/Integrated Master Schedule (IMP/IMS). Ninety days prior to SHCD, the contractor shall validate that all key personnel, staff, and management support personnel have been identified and that all necessary administrative actions (e.g., trustworthiness determinations, training) have been completed or are scheduled for completion prior to SHCD. The validation results shall be briefed to the Government 75 days prior to SHCD During the transition-in period, the contractor shall continually monitor and validate whether the contractor s initial submission of the Quality Management and Quality Improvement (QM/ QI) Program Plan provides a comprehensive and coordinated approach that facilitates problem identification and resolution of issues. Lessons learned shall be documented in writing and incorporated into subsequent submissions of the QM/QI Program Plan. The validation results shall be briefed to the Government 75 days prior to SHCD The contractor shall validate its ability to provide Government users with access to all data as required by the contract via a data access interface mutually agreed upon by the TRO and Managed Care Support Contractor (MCSC) and available prior to SHCD. The validation results shall be briefed to the Government 60 days prior to SHCD. 6

7 Chapter 2, Section 10 Other Requirements The contractor shall validate its ability to provide training and ongoing customer support for Government personnel who access the contractor s data information system/data repository as required by the contract. The validation results shall be briefed to the Government 75 days prior to SHCD The contractor shall validate its ability to provide the Government with access to the contractor s commercially available web-based mapping software for calculating distance and time standards. The contractor shall provide the Government with access to the software at no additional cost. The validation results shall be briefed to the Government 120 calendar days prior to SHCD Management PRAV The contractor shall comply with the Government s approach for assessment and verification of the contractor s performance readiness regarding management as described above. If, after review, the Government finds the contractor s performance readiness for management to be deficient, the contractor must submit a detailed mitigation plan no later than 10 days business days following the Government s findings Specific PRAV activities, assessment techniques, and performance readiness thresholds will be identified by the Government during the Transition Specification Meeting. - END - 7

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9 Chapter 10, Section 4 Overpayments Recovery - Non-Financially Underwritten Funds granted, the contractor shall terminate collection action against the provider, refund any monies collected from the provider, and initiate recoupment action against the ineligible patient. 7.0 OVERPAYMENTS RESULTING FROM ALLEGED MISINFORMATION An allegation by a patient or provider that information obtained from a Beneficiary Counseling and Assistance Coordinator (BCAC), contractor or other party resulted in the overpayment does not alter the liability for the overpayment nor is it grounds for termination of recoupment activity. 8.0 DENIAL OF BENEFITS PREVIOUSLY PROVIDED In those instances where DHA clarification, interpretation, or a change in the TRICARE Regulation results in denial of services or supplies previously covered, no action need be taken to recover payments expended for these benefits prior to the date of such clarification or change, unless specifically directed by DHA. 9.0 DOUBLE COVERAGE SITUATIONS - PRIMARY HEALTH INSURANCE PLAN OR PHARMACY PLAN LIABLE A Primary Plan, under TRICARE Law and Regulation is any Other Health Insurance (OHI) or pharmacy coverage the patient has, except Medicaid (Title XIX) or a supplement plan which is specifically designed to pay only TRICARE deductibles, coinsurance and other cost-shares (see the TRM, Chapter 4). Prior to payment of any claim for services or supplies rendered to any TRICARE beneficiary, regardless of eligibility status, it must be determined whether double coverage exists. If the reason for the overpayment is that another coverage plan primary to TRICARE was not considered in whole or in part in the coordination of benefits, then the following actions are required to recover the overpayment: 9.1 If the primary plan has not made payment to the beneficiary or provider, the contractor shall attempt to recover the overpayment from the primary plan following the contractor s coordination of benefits procedures. 9.2 If the overpayment cannot be recovered from the primary plan, or if the primary plan has made payment, the overpayment will be recovered from the party that received the erroneous payment from TRICARE THIRD PARTY RECOVERIES When potential recovery from or actual payment by a liable third party is discovered, the contractor shall refer the matter to the designated Uniformed Service Claims Office (USCO) as set forth in Section PROCEDURES FOR RECOUPMENT OF OVERPAYMENTS For the purpose of determining the amount of the overpayment in a particular case, the contractor shall include all claims overpaid for the same reason/case/episode Of Care (EOC). All research required to establish the existence of a debt shall be accomplished and the initial demand letter shall be issued within 30 days from the date that a potential recoupment action is identified or notification is received that an erroneous payment has been made. (See sample letters Addendum A, 5

10 Chapter 10, Section 4 Overpayments Recovery - Non-Financially Underwritten Funds Figure 10.A-4 and Figure 10.A-5.) The contractor shall ensure that all demand letters are sent to the correct debtor at the most current address on file, i.e., enrollment file, provider file, claims history, etc. When letters are returned by the post office the forwarding address shall be obtained and letters that are returned shall be reissued to the new address. For any recoupment case involving a large number of claims having low dollar overpayments, the contractor may request a waiver to the claim adjustment requirements on a case by case basis. Such requests are to be sent to the Chief, Claims Collection Section (CCS), DHA. The pharmacy contractor shall issue the initial demand letter to a network pharmacy within 30 calendar days of the end of the 60 calendar day period referenced in Section 1, paragraph 1.0 if collection pursuant to the network agreement is not successful ERRONEOUS PAYMENTS RESULTING FROM INCORRECT ASSESSMENT OF THE DEDUCTIBLE 12.1 If a contractor erroneously calculates the deductible and the error is discovered within the same fiscal year as the one in which the error was made, the error shall be corrected by properly assessing the deductible on the next claim or claims. No recoupment notice needs to be given if the deductible can be collected within the fiscal year in which the error was made If the deductible cannot be collected in the same fiscal year in which the error was made, the contractor shall initiate recoupment action in accordance with this chapter, regardless of the amount owed by the beneficiary, as a result of the erroneous calculation of the deductible OVERPAYMENTS TOTALING LESS THAN $110 ($30 FOR PHARMACY OVERPAYMENTS) The contractor shall take no recovery action when the overpayment to a single payee is less than $110. The pharmacy contractor shall take no recovery action when the overpayment to a single payee is less than $ OVERPAYMENTS TOTALING $110 OR MORE ($30 FOR PHARMACY OVERPAYMENTS) The contractor shall take the following recovery actions when the overpayment resulted from reasons other than failure to properly assess the deductible and the overpayment totals $110 or more. The pharmacy contractor shall take the following recovery actions when the overpayment resulted from reasons other than to properly assess the deductible and the overpayment totals $30 or more OTHER THAN PARTICIPATING PROVIDER 15.1 When an initial request for refund is sent, flag the record of the overpaid party for possible future offset action and suspend payment on a sufficient number of current claims to satisfy the amount of the debt Such claims shall be processed to the point of payment to expedite finalizing when the refund payment is received. If the debtor on the claim in question is other than a participating provider, a system flag shall be set for future offset action If the refund request is unsuccessful after 30 days from the date of the request, offset against any claims suspended during the 30 days as required in this section. Offset shall be made against any claim or claims on which payment(s) would be made to the previously overpaid party, irrespective of who is the patient on the claim from which offset is taken. For example, where benefit payments have 6

11 Chapter 10, Section 4 Overpayments Recovery - Non-Financially Underwritten Funds review results in a decision to recoup the overpayment, the debtor will be advised that full payment or other satisfactory arrangements for repayment must be made within 30 days. A debtor s request for an administrative review of his or her indebtedness does not result in suspension of the accrual of interest from the date of the initial demand letter SUSPICION OF FRAUD 30.1 If there is reason to believe that the overpayment may have been caused by fraud, no request for refund shall be made until the fraud issue is resolved. However, the contractor shall retain any amount voluntarily refunded pending resolution of the fraud issue. These funds shall be deposited in the TRICARE account and an accounting record maintained capable of audit. Documentation of the refund and all other evidence relating to the case shall be sent to the DHA PI. Any recoupment action shall be taken in accordance with Chapter Once a determination has been made that a case shall not be prosecuted for fraud, the DHA OGC, will return the suspected fraud case to the appropriate contractor for development and recoupment under this section. If the recoupment action is successful, the contractor shall notify DHA OGC by telephone within one work day of the final collection and follow-up with written notification within three work days. If the contractor is unsuccessful in collecting the debt, the case should be returned to DHA OGC in accordance paragraph CONTRACTOR TRANSITIONS 31.1 The incoming contractor and the CCS, shall receive their designated cases from the outgoing contractor no later than 30 days from the start of health care delivery (SHCD) in accordance with Chapter 2, Section 10, paragraph If a transition occurs before the contractor determines that the bankruptcy case has been closed, with or without distribution of assets, the POA and Agreement forms, with copies of claims and EOBs shall be sent to the DHA OGC for follow-up INTEREST, PENALTIES AND ADMINISTRATIVE COSTS 32.1 The debtor shall be notified in the initial demand letter that interest will accrue from the date of that letter. The rate of interest to be assessed is the U.S. Treasury Current Value of Funds Rate. The Department of the Treasury publishes a new rate pursuant to Section 11 of the Debt Collection Act of 1982, as Amended (31 USC 3717). The contractor shall obtain the current rate as published in the Federal Register. The Treasury s rate may change on a quarterly basis if the rolling 12 month average used for calculating the rate changes by two percentage points. However, the collection of interest shall be automatically waived on the debt or any portion thereof which is paid within 30 days after the date of the initial demand letter. The contractor is not authorized, under any other circumstances, to waive a debt or any portion of a debt owed the U.S. Government Debtors shall also be notified in the initial demand letter that a penalty charge, not to exceed 6% per year, will be assessed upon any portion of the debt that is delinquent for more than 90 days, and that administrative costs, (based upon those costs incurred in processing and handling the debt because it became delinquent) will also be added to their indebtedness. However, the contractor shall not assess administrative costs and penalties (DHA will assess administrative costs and penalties). 19

12 Chapter 10, Section 4 Overpayments Recovery - Non-Financially Underwritten Funds 32.3 The contractor shall be responsible for the assessment and collection of interest only when the debtor enters into an installment repayment agreement as described in paragraph The rate of interest assessed shall be the rate properly reflected in the initial demand letter mailed to the debtor. The rate of interest assessed shall be the rate of the current value of funds to the U.S. Treasury; i.e., the Treasury Tax and loan account rate. Each installment payment shall be applied first to the accrued interest and then to the outstanding principal balance Interest will not be assessed upon previously accrued interest charges. When the debtor and the contractor enter into an installment repayment agreement, interest will be assessed for the period beginning on the date of the initial demand letter and ending on the due date of the first installment payment. The interest shall be assessed at the rate properly reflected in the initial demand letter on that portion of the debt which remained outstanding 30 days after the date of the initial demand letter. The interest so assessed will be collected and applied to the debtor s account before the due date of the first installment payment. Subsequently, interest shall be computed daily on the outstanding principal balance at the rate properly reflected in the initial demand letter, which shall also be reflected in any Promissory Note sent to the debtor as required by paragraph Interest collected under installment agreements shall be reported to DHA monthly with unidentified refunds and refunds $10.00 or less. The rate of interest, as initially assessed, shall remain fixed for the duration of the indebtedness, except that where a debtor has defaulted on a repayment agreement and seeks to enter into a new agreement, a new interest rate may be set which reflects the current value of funds to the Treasury at the time the new agreement is executed Delinquent installment accounts shall be handled in accordance with the procedures outlined in paragraph OVERPAYMENTS TO VETERANS ADMINISTRATION (VA) FACILITIES Overpayments to VA facilities are not subject to the above procedures. When a contractor discovers an overpayment to a VA facility, the contractor shall notify the VA facility and request repayment to the TRICARE program. The contractor shall not offset funds due to the VA under any circumstances. The VA may take up to 240 days to make the repayment. Nevertheless, the contractor shall obtain an assurance from the VA that repayment is forthcoming. If the VA refuses to provide such a statement or payment is not made within 240 days, the contractor shall contact, by telephone, DHA OGC. The contractor shall provide a monthly status report of all VA overpayment cases. Details for content and submission of the Overpayment Cases Against VA Facilities report are contained in the contract, DD Form 1423, Contract Data Requirements List (CDRL). - END - 20