Item 17 - Agreement for Ambulance and Paramedic Billing Collection Services

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(9) CITY OF SANTA ANA e. Copies of instructional material used to ensure employee adherence to ethical, quality and customer service standards. A list of references that will attest to the firm's ethical, quality and service standards. The list should include the name, address and telephone number of the person who may be contacted and a description of the relationship between the firm and the reference. X. The City is interested in knowing how Proposers support communities they serve. Please provide information on Proposer's company participation in local community, charitable and civic organizations and events, including membership in civic organizations, charitable contributions made by Proposer's company, etc., for consideration in the RFP evaluation. e. Proposed Work Plan Proposal shall include a statement demonstrating the firm's understanding of the Scope of Services. Additionally, proposed work plan shall include: Description, in detail, of company's method of approach to the Scope of Services as defined in Exhibit I. Address the manner in which the firm proposes to meet the specific requirements of the Scope of Services including, but not limited to, business office and hours and reporting requirements. List of names, titles, responsibilities and telephone numbers of the persons to be contacted, at any hour, in the event of an emergency. iii. Information on whether any of the services proposed will be subcontracted out to another company and if so, then describe the portion of work and who will be providing the service. iv. Company's policies and procedures for receiving and resolving complaints from the public. Including the name, qualifications, and contact information for the person(s) responsible for receiving and resolving complaints. Report to the City response to complaint and resolution time. V. Description of manner in which the company will inform the City and public of changes to policies and procedures. Include samples of any informational materials the company would use. Describe the procedures for monitoring employee adherence to procedures, whether new or established. vi. Detailed description of manner in which the company intends to meet the reporting requirements of Attachment A. Include a detailed description of the company's record keeping tools and methods. Describe any additional information the company is capable of recording that may be of use to the City. vii. Propose a method of receiving completed forms electronically from the City by the firm, if one is available. viii. Electronically provide monthly reports of ambulance & paramedic billing and City of Santa Ana RFP No. 24-104 Page 8 of 35