Program Managers

Statement of Work

Background: This statement of work is for medical services to support two program offices within CBP’s Office of Human Resources Management (HRM): National Programs Division’s (NPD) Medical and Fitness Branch (MFB) and CBP Hiring Center (CBP HC). CBP National Programs Division is located in Washington, D.C, and for the purposes of this SOW, is responsible for the Drug Free Workplace Program, Independent Medical Examinations, reviews of medical documentation, and general examinations. CBP Hiring Center (CBP HC) is located in Bloomington, MN, and for the purposes of this SOW, is responsible for the coordination of the pre-employment candidate medical examinations and fitness tests for positions with medical standards and physical requirements, and for the scheduling of specimen collection services for the drug testing of candidates selected to occupy safety-sensitive positions. 

Place of performance: Services will be performed in a hybrid environment, including remote work and on-site support at CBP-designated locations, as required. The role supports nationwide operations, and periodic travel may be required to Government sites, clinics, or program locations.

Schedule Hours: Services shall be provided on a continuous, as-needed basis to support CBP operations. The Contractor shall support standard business hours, as well as extended hours, evenings, weekends, and holidays, as required.

Requirements:

• Evidence of a minimum of three (3) years of experience supervising and managing staff. 

• Evidence of a minimum of two (2) years of experience working in a Medical Services-related program, drug testing, and fitness testing-related program.

Duties and Responsibilities will include, but are not limited to the following:

• Serve as the primary point of contact for the CBP Hiring Center, coordinating directly with the CO and COR

• Provide overall management and oversight of high-volume medical screening, scheduling, and processing operations

• Oversee the end-to-end scheduling and coordination of candidate services, including medical exams, fitness testing, and drug testing

• Ensure timely scheduling and processing of all candidate appointments in accordance with SOW timelines and service level requirements

• Manage high-volume candidate flow, ensuring efficient coordination between candidates, clinics, and testing facilities

• Ensure real-time data entry, tracking, and status updates for all candidate services within the Contractor’s data system

• Oversee secure, accurate, and timely transmission of all medical and testing data to CBP systems

• Implement and enforce quality control measures to ensure accuracy, completeness, and timeliness of scheduling, documentation, and reporting

• Monitor performance metrics, including appointment completion rates, no-show tracking, and service timelines

• Identify scheduling or processing bottlenecks and implement process improvements and corrective actions

• Coordinate with clinics, laboratories, and subcontractors to ensure nationwide coverage and service availability within required geographic parameters

• Ensure compliance with all applicable federal regulations and standards, including HHS, DHS, and CBP requirements

• Oversee the Contractor’s automated data system, ensuring it provides real-time visibility into service status, reporting, and audit readiness

• Ensure accurate tracking of candidate interactions, appointment scheduling, attendance verification, and service completion

• Maintain adequate staffing levels to support surge requirements and high-volume processing demands

• Ensure all personnel are trained on CBP processes, data systems, and security requirements

• Support financial tracking and reporting, including service counts, invoicing data, and program metrics

• For pre-employment, submit a monthly report on Test Administrator training.

• Attend all meetings with CBP representatives to review and discuss all project issues.