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2. A preliminary design and implementation plan and schedule shall be submitted to the City <br />along with the formal proposal. The awarded contractor shall submit, for the City's approval, a <br />final plan within thirty (30) business days of contract execution. <br />3. The implementation plan shall address: <br />a. How the discounts and the pass-through to participants will be documented, tracked, <br />audited and reported to the City. <br />b. The process and time duration required for enrolling Santa Ana residents into the <br />program including the means to perform the enrollment function, maintain enrollment <br />statistics and re-enrollment procedures. <br />c. How the pharmacy provider network will be developed and maintained sufficient to <br />ensure access to program services by all residents of Santa Ana. <br />d. The customer service/call center's operations, including complaint resolution system, to <br />timely answer and resolve questions, comments and complaints. <br />e. Marketing plan, content information and outreach efforts, including how materials will <br />be developed and distributed. <br />f. Additional pharmacy services provided. Describe any pharmacy services in addition to <br />the Discount Pharmacy Card Program that would be available to participants. <br />g. Steps to be used to protect participants' individually identifiable information. <br />h. How participants who choose a mail order service will have access to qualified <br />pharmacists. Also, what steps will be taken to make the mail order program operational. <br />Provide a detailed description of the proposed process and technology to be used. <br />i. Proposed time frame for implementation. Please submit timeline. <br />j. How the contractor will ensure that participants pay the lower of a discount off the <br />Average Wholesale Price, a discount calculated off MAC Pricing, or the Pharmacy <br />Promotional/Retail price <br />K. CONFIDENTIALITY OF PARTICIPANT INFORMATION <br />The contractor shall establish and maintain procedures and controls that are acceptable to the City to <br />protect the privacy of participants' information. The contractor shall not sell or disclose any <br />information concerning any participants who is enrolled in the discount pharmacy card program, other <br />than aggregate information that does not identify a participant, without the participant's written <br />consent. Unless the contractor has the participant's prior written consent, the contractor shall not use <br />any personally identifiable information obtained through the program to promote or sell a program, <br />service or product not related to the administration of the program. Please submit a copy of your <br />company's confidentiality compliance program with your proposal. <br />L. HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT <br />The contractor shall comply with all requirements of the Health Insurance Portability and <br />Accountability Act (HIPAA) along with any and all federal, state and local regulations that are <br />applicable to the contractor's operations. <br />196-10