MAS - Palmetto Gba, LLC - GS35F0462V

Federal Supply Service

Authorized Federal Supply Schedule Price List

On-line access to contract ordering information, terms and conditions, up-to-date pricing, and the option to create an electronic delivery order are available through GSA

Advantage!®, a menu-driven database system. The INTERNET address GSA

Advantage!® is: GSAAdvantage.gov.

Multiple Award Schedule

FSC Group: Information Technology

Palmetto GBA, LLC

17 Technology Circle

Columbia, SC 29203-9591

Phone: (803) 763-7982 Fax: (803) 935-1411

Contract Administrator: Kenneth Lewis

Internet Address: www.palmettogba.com

Contract Number: GS-35F-0462V

Period Covered by Contract: 05/21/2009 through 05/20/2024

Price List current through MOD 29 effective February 21, 2022

For more information on ordering from Federal Supply Schedules click on the FSS

Schedules button at fss.gsa.gov.

SPECIAL NOTICE TO AGENCIES: Small Business Participation

SBA strongly supports the participation of small business concerns in the Federal Supply Schedules

Program. To enhance Small Business Participation SBA policy allows agencies to include in their procurement base and goals, the dollar value of orders expected to be placed against the Federal Supply

Schedules, and to report accomplishments against these goals.

For orders exceeding the micropurchase threshold, FAR 8.404 requires agencies to consider the catalogs/pricelists of at least three schedule contractors or consider reasonably available information by using the GSA Advantage! on-line shopping service (www.gsaadvantage.gov). The catalogs/pricelists, GSA Advantage! and the Federal Acquisition Service Homepage (www.gsa.gov/fas) contain information on a broad array of products and services offered by small business concerns.

This information should be used as a tool to assist ordering activities in meeting or exceeding established small business goals. It should also be used as a tool to assist in including small, small disadvantaged, and women-owned small businesses among those considered when selecting pricelists for a best value determination.

For orders exceeding the micropurchase threshold, customers are to give preference to small business concerns when two or more items at the same delivered price will satisfy their requirement.

CUSTOMER INFORMATION

1a. Table of awarded special item numbers with appropriate cross-reference to item descriptions and awarded prices.

54151ECOM Electronic Commerce and Subscription Services

54151HEAL Health Information Technology Services

54151S Information Technology Services

561422 Automated Contact Center Solutions (ACCS)

OLM Order Level Material

1b. Identification of the lowest priced model number and lowest unit price for that model for each special item number awarded in the contract. This price is the Government price based on a unit of one, exclusive of any quantity/dollar volume, prompt payment, or any other concession affecting price. Those contracts that have unit prices based on the geographic location of the customer, should show the range of the lowest price, and cite the areas to which the prices apply.

See Price Sheet

1c. If the Contractor is proposing hourly rates, a description of all corresponding commercial job titles, experience, functional responsibility and education for those types of employees or subcontractors who will perform services shall be provided. If hourly rates are not applicable, indicate “Not applicable” for this item.

Skill category descriptions begin on page 6

2. Maximum order.

$500,000 per order for SINs 54151ECOM/54151HEAL/ 54151S/561422

$250,000 per order for SIN OLM

3. Minimum order.

$100

4. Geographic coverage.

The Geographic Scope of this GSA Contract will be domestic delivery only.

5. Points of production.

Columbia, SC 29203-9591

6. Discount from list prices or statement of net price.

Prices shown are NET Prices; Basic Discounts have been deducted.

7. Quantity discounts.

Applies to Single Task Orders issued under SIN 561422 only:

$5K - $50K Additional 1% discount

$51K - $100K Additional 2.0% discount and

$101K @ Additional 2.5% discount

No other volume discounts are offered.

8. Prompt payment terms.

1.5%-15 days from receipt of invoice or date of acceptance, whichever is later – Information for the ordering officers: Prompt payment terms cannot be negotiated out of contractual agreement in exchange for other concessions

9. Foreign items (list items by country of origin).

None

10a. Time of delivery. (Contractor inserts number of days.)

30 Days

10b. Expedited Delivery. The Contractor will insert the sentence “Items available for expedited delivery are noted in this price list.” under this heading. The Contractor may use a symbol of its choosing to highlight items in its price lists that have expedited delivery.

As negotiated on the task order level

10c. Overnight and 2-day delivery. The Contractor will indicate whether overnight and 2-day delivery are available. Also, the Contractor will indicate that the schedule customer may contact the

Contractor for rates for overnight and 2-day delivery.

10d. Urgent Requirements. The Contractor will note in its price list the “Urgent Requirements” clause of its contract and advise agencies that they can also contact the Contractor’s representative to effect a faster delivery.

11. F.O.B. point.

FOB Destination

12a. Ordering address.

12b. Ordering Procedures: For supplies and services, the ordering procedures, information on Blanket

Purchase Agreements (BPA’s) are found in Federal Acquisition Regulation (FAR) 8.405-3.

Please refer to Ordering Procedures for Order Level Material incorporated herein.

13. Payment address.

14. Warranty provision.

Not Applicable

15. Export packing charges, if applicable.

16. Terms and conditions of rental, maintenance, and repair.

17. Terms and conditions of installation.

18a. Terms and conditions of repair parts indicating date of parts price lists and any discounts from list prices.

19b. Terms and Conditions for any other services.

19. List of service and distribution points.

20. List of participddating dealers.

21. Preventive maintenance.

22a. Special attributes such as environmental attributes (e.g., recycled content, energy efficiency, and/or reduced pollutants).

None

22b. If applicable, indicate that Section 508 compliance information is available on Electronic and

Information Technology (EIT) supplies and services and show where full details can be found (e.g.

contractor’s website or other location.) The EIT standards can be found at: www.Section508.gov/.

23. Unique Entity Identifier.

CFLDECZBMDV6

24. Notification regarding registration in SAM.gov (formerly the Central Contractor Registration) database. Palmetto GBA, LLC is registered with the System for Award Management.

CAGE Code: 3EYS4

TERMS AND CONDITIONS APPLICABLE TO

ELECTRONIC COMMERCE AND SUBSCRIPTION SERVICES

(SIN 54151ECOM)

1. Specific Instructions:

a. Acceptance Testing: Acceptance testing shall be performed of the systems for ordering activity approval in accordance with the approved test procedures.

Management and operations pricing shall be provided on a uniform basis. All management and operations requirements for which pricing elements are not specified shall be provided as part of the basic service.

b. Normal commercial installation, operation, maintenance, and engineering interface training on the system shall be provided.

c. Monthly summary report may be provided to the Ordering Activity in accordance with commercial practice.

2. If an electronic commerce service plan is offered the following must be stated:

a. Describe the electronic service plan and eligibility requirements;

Not Offered

b. Describe charges, if any, for additional usage guidelines;

c. Describe corporate volume discounts and eligibility requirements, if any.

TERMS AND CONDITIONS APPLICABLE TO INFORMATION TECHNOLOGY (IT)

PROFESSIONAL SERVICES (SIN 54151S)

1. Specific Instructions for SIN 54151S

N/A

TERMS AND CONDITIONS APPLICABLE TO AUTOMATED CONTACT CENTER

SOLUTIONS (ACCS) (SIN 561422)

Additional SIN Description: Automated services include, but not limited to Artificial Intelligence (AI), Chat Bots, Robotic Process Automation, Interactive Voice Response (IVR), Voice/Speech Recognition, Text-to-Speech, Voicemail, Callback, Web Callback, Email Delivery, Hosted Online Ordering, Hosted

Email Web Form, Hosted FAQ Service, etc.).

IT Professional Services are included in this SIN.

Ancillary supplies and/or services shall neither be the primary purpose nor the preponderance of the work ordered, but be an integral part of the total solution offered.

1. Specific Instructions :

a. Transition Of Contact Center Services o The time period required to transition from an ordering activity’s existing contact center solution and requirements to new requirements (as defined in the task order), and shall be in accordance with the ordering activity's task order.

o Transition shall begin at Notice-To-Proceed and continue for a period as specified in the task order. During the transition period, the Contractor shall work with the ordering activity to develop a sound project implementation plan and to perform all preparatory work to establish one or more fully functional multi-channel contact centers in support of the task.

o The Government will transfer business and procedural data, including appropriate training material, to the Contractor, and work with the Contractor to establish appropriate system feeds.

o The transition period will provide the Contractor with the opportunity to prepare and staff its contact center; develop the support of the knowledge base and scripts for automated response in support of the project; establish a fully functional contact center to handle the expected work volume; and complete all transition related activities to migrate the service to the new center.

o Based on the Contractor's ability and expert advice on transitioning the work volume, the ordering activity reserves the right to coordinate with the

Contractor to achieve a staffing plan that minimizes disruption of the existing services and seamlessly transitions the customer base and work volumes to the new center.

TERMS AND CONDITIONS APPLICABLE TO HEALTH INFORMATION TECHNOLOGY

(IT) SERVICES (SPECIAL ITEM NUMBER 54151HEAL)

1. Specific Instructions:

a. Services offered SIN 54151HEAL shall be in accordance with the following laws and standards when applicable to the specific task orders, including but not limited to:

• Health Information Technology for Economic and Clinical Health Act of

2009 (HITECH)

• The Health Insurance Portability and Accountability Act of 1996 (HIPAA)

• The National Institute of Standards and Technology (NIST) Federal

• Information Processing Standards (FIPS) and Special Publications

• Federal Information Security Management Act (FISMA) of 2002

Service Contract Labor Standards Statement

Service Contract Labor Standards: The Service Contract Labor Standards (SCLS), formerly known as the Service

Contract Act (SCA), is applicable to this contract as it applies to the entire Multiple Award Schedule (MAS) and all services provided. While no specific labor categories have been identified as being subject to SCLS/SCA due to exemptions for professional employees (FAR 22.1101, 22.1102 and 29 CRF 541.300), this contract still maintains the provisions and protections for SCLS/SCA eligible labor categories.

Information Technology Labor Category Descriptions SIN 561422

Business Analysts

Analyst, Business I

Functional Responsibility:

Assist in formulating and defining systems scope and objectives using research and basic understanding of business systems and industry requirements. Learn to conduct business process analyses, needs assessments and cost/benefits analyses for aligning contact operations solutions with business initiatives. Provide assistance in testing efforts and may provide security administration to application supported by contact center area when the appropriate written and approved request is received. Obtain a detailed understanding of the major operations and functions in effect within the contact center and supporting areas. Review basic system enhancements/upgrades to determine applicability of customer file modification requirements. Following clearly defined procedures, assist in facilitating timely and accurate updates to reference files based on customer requests. Document contact center system problems and assist in their resolution. Review and complete various daily reports to ensure system is performing as expected. Prepare written reports and analysis, including recommendations pertaining to system functionality and testing progress.

Prepare and review test data, test plans and test matrices for system changes. Develop test matrices to accurately reflect changes and detail expected outcome. Execute test cases and evaluates test results for errors. Report problems through appropriate channels and suggests corrections for a successful implementation.

Education & Experience: Bachelor's degree or 4 years of job related business experience.

Analyst, Business II

Evaluate the activities, performance and systems within a specific contact center area for standards and workflow simplification. Compile data for analysis and prepare reports and presentations for management using applicable programming languages and/or software products. Review system enhancements/upgrades to determine applicability of customer file modification requirements. Coordinate testing and debugging of new or modified software. Create test matrices and supporting documentation. Develop and execute formal test plans to ensure delivery of quality software applications. Monitor software implementations for exceptions and to verify that changes to the systems' operational process had the desired effect. Identify and document system problems and assists in their resolution.

Education & Experience: Bachelor's degree or 4 years of job related business experience. 2 years of job related business systems analysis, research and/or customer support experience.

Analyst, Business III

Functional Responsibility:

Develop detailed test plans and documents test data based on specifications for any contact center modifications.

Conduct testing and relays results. Guide less senior analysts with testing activities. Define and analyze quality assurance metrics such as defects, counts, test results and status, to ensure work is free of errors. Participate with other supporting contact center areas on special projects and committees to improve testing quality. Work with other areas to update desk procedures impacted by change sheets/projects. Review system enhancements/changes and identified issues to the standard contact center system and other processing components. Update and review any changes to the reference files. Acts as a facilitator or leader for business/contract mandates and moderate to large projects. Objectively evaluate the activities and systems within specific area for process evaluation and makes recommendations for simplification. Maintain accurate documentation for external users. Write procedures and document customer requirements.

Education & Experience: Bachelor's degree or 4 years of job related experience. 4 years of job related business systems analysis, research and/or customer support experience.

Analyst, Lead Business

Oversees less experienced Business Analysts or contact center support staff in conducting business process analyses, needs assessments and cost/benefits analyses. Ensures efforts to align contact center operations solutions with business initiatives are successful. Provides project leadership for high- level divisional or departmental projects and handles or supervises available resources. Provides assistance with complex testing efforts and may provide security administration to application supported by area when the appropriate written and approved request is received.

Education & Experience: 4 year degree Computer Science, Business Administration or related field OR 4 years of related professional business experience

Business Systems Analysts

Analyst, Business Systems I

Elicit and document user requirements to meet contact center business objective. Identify and validate requirements and organize the information into a logical document that is understood by the customer and Information Systems.

Guide both technical and customer departments in the development of the systems that support the contact center business solution. Facilitate the transfer of knowledge about the direction of the business units to others who support them. Ensure the accurate deployment of solutions through review of problem logs, assisting with test plans and test matrices, and other analysis activities. Provide input on the business direction for system changes. Validate the business need for contact center solutions to business problems and process improvements. Assist in the development and documentation of training materials. Mentor or train less experienced staff.

Education & Experience: Bachelor's degree in Computer Science, Business Administration, or other job related field. or 4 years of job related work experience or 2 years of job related experience plus an associate’s degree in

Computer Science, Business Administration or other job related degree

Analyst, Sr. Business Systems II

Elicit and document user requirements to meet a contact center business objective. Identify and validate requirements and organize the information into a logical document using business analysis models that is understood by the customer and Information Systems. Mentor less experienced business systems analysts. Respond to questions and ensure understanding of why the contact center business solution was chosen. Guide both technical and customer departments in the development of the systems. Facilitate the transfer of knowledge about the "big picture" direction of the business units to others who support them. Ensure the accurate deployment of solutions through review of problem logs, assisting with test plans and test matrices, and other analysis activities. Provide input on the business direction for system changes. Validate the business need for contact center solutions to business problems and process improvements.

Education & Experience: Bachelor's degree in Computer Science, Business Administration, or other job related field. or 4 years of job related work experience or 2 years of job related experience plus an associate’s degree in

Computer Science, Business Administration or other job related degree. 6 years of IT business analysis experience.

Communications Specialists

Specialist, Communications

Identify, communicate, and develop internal and external publications through various mediums to support contact center requirements (e.g., manual and electronic presentations, printed publications, e-mails, web pages, videos, webcasts, etc.). Create 508-compliant content and apply design principles for web- learning, traditional educational and instructional materials, and blended modules. Maintain website content.

Education & Experience: Minimum 4 year degree and communications, graphic design or publications experience.

Customer Service Advocate I

Ensure effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries. Accurately documents inquiries. Initiate or process adjustments or perform other research as needed to resolve inquiries. Coordinate with other department to resolve problems. Respond to, research and/or assist with priority inquiries and special projects as required by management. Provide feedback to management regarding customer problems, questions and needs. Maintain accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follow through on complaints until resolved or reports to management as needed. Maintain basic knowledge of quality work instructions and company policies. Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintain all departmental productivity, quality, and timeliness standards. Identify and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

Education & Experience: High School Diploma or equivalent.

Customer Service Advocate II

Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handle situations which may require adaptation of response or extensive research. Accurately documents inquiries. Initiate or process adjustments or perform other research as needed to resolve inquiries.

Coordinate with other departments to resolve problems. Respond to, research and/or assist with priority inquiries and special projects as required by management. Provide feedback to management regarding customer problems, questions and needs. Maintain accurate records on complaints and/or other customer comments, and make recommendations for changes to management. Follow through on complaints until resolved or report to management as needed. Maintain basic knowledge of quality work instructions and company policies. Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintain all departmental productivity, quality, and timeliness standards. Assist with the training of new employees and cross training of coworkers.

Education & Experience: High School Diploma or equivalent. 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.

Customer Service Advocate III

Functional Responsibility:

Responsible for accurate and timely response to complex telephone, written, web, or walk-in inquiries. Handle situations which may require adaptation of response or extensive research. Maintain all departmental productivity, quality and timeliness standards. Initiate corrective actions, process adjustments, or perform other research to resolve inquiries. Evaluate inquiries to identify underlying causes and implement actions to prevent future issues. Coordinate with other departments to resolve problems. Provide feedback to management regarding customer issues. Maintain accurate records concerning issues. Follow through on complaints until resolved or report to management as needed.

Maintain knowledge of procedures and policies. Assist with process improvements by recommending improvements in procedures and policies. Assist with the training of new employees and cross training of coworkers. Skills and

Abilities: Strong oral and written communication skills. Proficient in spelling, punctuation, and grammar. Strong organizational, analytical, and customer service skills. Ability to handle high stress situations. Basic business math proficiency. Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently.

Education & Experience: High School Diploma or equivalent. 2 Years Customer service or claims processing experience OR Bachelor's Degree in lieu of work experience.

Bilingual Customer Service Advocate I

Ensure effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries. Accurately documents inquiries. Initiate or process adjustments or perform other research as needed to resolve inquiries. Coordinate with other departments to resolve problems. Respond to, research and/or assist with priority inquiries and special projects as required by management. Provide feedback to management regarding customer problems, questions and needs. Maintain accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on complaints until resolved or report to management as needed. Maintain basic knowledge of quality work instructions and company policies.

Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintain all departmental productivity, quality, and timeliness standards. Identify and promptly report and/or refer suspected fraudulent activities and system errors to the appropriate departments. Ability to answers telephones, diagnoses problems, explain benefits and procedures, informs stakeholders, listen actively and understand a second language.

Education & Experience: High School Diploma or equivalent

Coordinator, Customer Service

Serve as an information source for both internal and external customers by answering complex customer service inquiries via telephone, e-mail, and/or web inquiries. Inquiries are non-routine and require deviation from standard screens, scripts, and procedures. Ensure efficient departmental operation by assisting management in planning, coordination, and/or assignment of work. Assist with the development and direction of staff to achieve and maintain optimum levels of performance. Maintain basic knowledge of quality work instructions and company policies.

Education & Experience: Associate Degree or 2 years job related work experience or customer service experience.

1 year of customer service or claims processing experience OR Bachelor's Degree in lieu of work experience

Specialist, Technology Support I

Functional Responsibility:

Receive and respond to customers for technical help desk support or services. Enter requests utilizing appropriate tools and processes. Thoroughly document communication with customers and complete requests or issues of basic complexity. Identify actual or potential problem and escalate problems to appropriate higher-level professionals when necessary. Complete administrative and other area related tasks such as reviewing or completing forms, disseminating documents to appropriate areas, reviewing and/or providing input into procedures, etc.

Education & Experience: Associate Degree or higher level degree in Computer Science, Information Technology or other job related degree or 2 years of job related work experience.

Specialist Technology Support III

Troubleshoot complex end-user problems. Restore technical service and equipment problems by analyzing, identifying and diagnosing cause and effect. Work with subject matter experts at second level support and management when necessary. Identify and determine root cause analysis. Document and implement procedures and controls for problem prevention. Develop troubleshooting techniques for typical moderate to complex issues. Act as a knowledge expert on specific applications and systems, assisting junior technicians and provide guidance to them on questions and escalated calls. Identify training gaps and needs for the area and work area trainers and/or quality assurance employees to implement improvements. Identify articles for the Knowledge Base. Ensure the Knowledge

Base is utilized and kept current. Maintain call tracking database to enhance quality of problem resolutions. Act as a liaison with new business and incorporate their processes. Assist in site moves and changes.

Education & Experience: Bachelor's degree in Computer Science, Information Technology or other job related degree. or an Associate Degree in Computer Science, Information Technology or other job related degree OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience. 2 years of technical help desk experience or other job related experience.

Senior Technology Support Specialist

Troubleshoot the most advanced and complex end-user problems. Restore technical service and equipment problems by analyzing, identifying and diagnosing abnormal system events and symptoms. Participate in projects from design to implementation. Provide consultation to management on systems and equipment used by various lines of business to access/interact with company computing systems and meet their objectives. Recommend application of personnel to meet short and long term departmental performance goals. Act as a liaison with new business and incorporates their processes. Participate in site moves and changes. Provide training/education to technicians. Assist with quality assurance results and assist technicians with report errors. Train subject matter experts on key systems and applications. Identify and determine root cause. Document and implement procedures and controls for problem prevention. Create and/or approve complex technical solution documents for non-routine problems. Train/Mentor junior level staff and provide assistance and expertise to them on questions and escalated issues. Identify articles for the Knowledge Base. Ensure the Knowledge Base is utilized and kept current. Maintain call tracking database to enhance quality of problem resolutions.

Education & Experience: Bachelor's degree in Computer Science, Information Technology or other job related degree. or an Associate Degree in Computer Science, Information Technology or other job related degree OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience. 4 years of technical help desk experience or other job related experience. Required Training: A+ certification

Contact Center Quality Assurance

Analyst, Quality Assurance

Perform routine quality audits, reviews, or monitoring across various contact center operations functions to ensure quality standards, procedures, and methodologies are being followed. Recognize and document any potential fraud and abuse situations. Provide one-on-one guidance to new hires upon completion of initial training. Provide necessary feedback or coaching to contact center operations staff and training areas on errors assessed so that additional training can be initiated as needed. Compile data and generate reports for operations areas on quality performance. Identify areas of weakness and communicate recommendations on changes and improvements to training materials.

Document findings of analysis and prepare recommendations for implementation of new systems, procedures or organizational changes. Assist with training documentation and development of new processes and procedures.

Education & Experience: High School Diploma or equivalent. 1 year of related claims processing, customer service, auditing, training, analysis, or operations experience.

Analyst, Senior Quality Assurance

Conduct focused quality contact center audits across various contact center operations functions to ensure quality standards, procedures, and methodologies are being followed. Document findings of analysis and prepare recommendations for implantation of new systems, procedures, or organizational changes to reduce errors. Identify areas of weakness and communicate recommendations on changes and improvements to training materials. Provide feedback to management on errors detected, ensures errors are resolved, and provides long-range solutions to causes.

Develop and implements a quality control and improvement program based on targets identified through the quality reviews. Monitor and evaluate the implementation of corrective action plans. Compile data, provides feedback, and generate reports for operations and/or training areas on quality performance. Train new employees and remain current with all guideline changes, work instructions, etc. Write or assist in writing desk procedures and training materials for departments.

Education & Experience: High School Diploma or equivalent. 1 year of related claims processing, customer service, auditing, training, analysis or operations experience. 2 years of experience performing quality audits.

Coordinator, Quality Assurance

Assign/monitor/audit the work of the contact center quality audit staff. Monitor workloads, generate work samples, analyze the outputs for timeliness/quality, and ensure audit/performance/reporting deadlines are met. Serve as subject matter expert and primary point of contact for coordination of their particular work specialty. Represent quality assurance on workgroups/special teams and in meetings. Assume managerial tasks as needed and acts in a back-up capacity. Develop work plans, objectives, priorities, methods and procedures to improve quality performance. Write, update and maintain all work instructions. Create reporting methodologies to analyze and measure effectiveness of implemented improvements. Use new or existing data to identify and implement qualitative and quantitative improvements focusing on prevention, planning, and quality control. Provide training for quality audit staff. Conduct quality targeted audits for all designated areas of responsibility as needed, to include those audits of a complex nature. Enter quality results and data into various databases and presents audit finding to customers. Negotiate errors/handle rebuttals. Complete monthly quality reporting for customers, trend analysis, etc. Provide leadership and support for the quality management system by gathering, synthesizing, and presenting information to all levels of division management for the purpose of determining feasibility of proposed contact center changes.

Education & Experience: Bachelor's degree or 2 years of job related claims processing, auditing, training, analysis, or operations experience and 2 years performing quality audits. 1 year of quality assurance experience.

Contact Center Reporting

Specialist, Reporting

Retrieve data from area systems to create a variety of contact center reporting. Review and research accuracy of data on reports. Correct or coordinate the correction of any discrepancies found within the report output and ensure all corrections have been made before forwarding to the appropriate area. Review change requests and/or other process changes that impact contact center reports. Ensure appropriate updates are made to report templates to reflect any changes received. Perform testing of reports to ensure changes made produce expected results. Document all changes made. Maintain current knowledge of all positions in the contact center area in order to understand how the work they do impacts the accuracy of report data. Assist management and contact center staff with workload as needed or assigned. Participate in special projects. Analyze current reporting templates to identify opportunities for improvement in efficiency and accuracy.

Education & Experience: Associate Degree Any Major or 2 years job related work experience.

Writer/Analyst, Database Report

Retrieves, prepares, and manipulates data from the applicable databases or systems to provide statistical reports for the contact center departments. Verifies accuracy of data on reports. Provides oversight and maintenance for the departmental databases. Programs databases and/or creates new reports in accordance with user information and specifications. Implements special data collection/computer projects. Completes other contact center technical projects to support departmental systems. Assists with system testing and data entry as needed.

Education & Experience: Associate Degree in any major or 2 years experience working with database, mainframe, or spreadsheet applications. 1 Year Working with database, distributed/mainframe systems, or spreadsheet applications. 1 Year Experience with Easytrieve, DB2, SQL, or similar programs. (may be concurrent).

Written Correspondence

Clerk, Document Control

Perform in one of the following assigned contact center areas of Document Control on a routine basis and serve as a backup to the other areas as needed. Handle receipt/manual preparation of contact center documents in a timely manner. Prepare documents for imaging. Ensure documents are sorted into individualized standard pages. Insert separator sheets between documents. Ensure pages are ready for imaging for contact center staff use. Stamp/write

Julian date on folder and other instructions to notify scanner operator of special handling. Prepare cover sheets and places documents in folder. Box all daily mail and/or documents for storage. Log boxed documents on transmittal sheets for shipping to offsite storage facility. Assist coworkers with transporting of large documents to designated areas. Scan documents within timeliness standards. Ensure all scan logs and paperwork are correct and complete.

Enters data into applicable computer-based system(s) in order to establish records. Submit reports regarding items scanned/tracked. Provides routine maintenance on all equipment.

Education & Experience: High School Diploma or equivalent. 5 years of quality improvement experience in a health or insurance environment or similarly complex industry or company.

Technician, Data Preparation I

Functional Responsibility:

Sort and distribute incoming contact center departmental mail or work requests. Check workflow documents to ensure required information is available. Request any missing documentation as needed. Scan, image and index documents. Prepare contact center correspondence or packages for internal/external mailing. Maintain departmental logs, spreadsheets or databases. Track supply inventory and/or orders supplies as needed. Assist other staff members in related duties as needed.

Education & Experience: High School Diploma or equivalent.

Technician, Data Preparation II

Scan, image and index documents for contact center operations. Verify accuracy of data and corrects errors discovered during review or research of documents. Compare or research incoming mail or work requests to ensure related components are put together appropriately and free of errors and duplicates. Sort and distribute documentation appropriately. Prepare contact center correspondence or packages for internal/external mailing. Track correspondence and/or packages and follows up as needed. Maintain departmental logs, spreadsheets or databases. Prepare basic reports/statistics for management on work received for production and workload assessment

Education & Experience: High School Diploma or equivalent

Contact Center Training

Designer/Developer, e-Learning

Use advanced technologies to design/develop/deploy e-learning solutions via web applications to support contact center business. Produce high-quality online learning modules that interface with a learning management system.

Create content and applies design/graphic principles to educational materials for traditional learning and blended solutions. Design and update e-learning using unique combinations of cutting edge interactive media, state-of-the-practice techniques, electronic tools and systems. Test, problemsolve, update, and maintain e-learning, traditional, and blended learning solutions. Work closely with contact center support staffs and customer to ensure working functionality between e-learning materials, learning management systems, and intranet or internet sites. Work with

Technical Support staff to troubleshoot computer and software issues. Assist with the design of needs assessments, the development of processes, and the evaluation of program effectiveness. Assume project management responsibilities for both internal and external clients/customers, related to e-learning training program design, development, and deliverables.

Education & Experience: Bachelor's degree - English, Journalism, Business, Education, or other related field or 2 year degree plus 4 years instructional design, electronic media design, or related work experience, OR, 6 years instructional design, electronic media design, or related work experience. 2 years instructional design, electronic media design, or related work experience. Trainer certification as required by area training department.

Specialist, Training

Follow project methodology to design, develop and implement contact center trainings to include facilitating technical and non-technical training from beginning to end. Revise and update training courses, curricula, and materials to enhance training effectiveness. Administer tests, and supervise trainees (internally developed and/or prepackaged course, e-learning, new-hire orientation, introductory PC training, team training, etc.). Incorporate training feedback as appropriate in existing instructional materials. Track and monitor team interactions and provide feedback to trainees. Conduct on-the-job training when required. Performs other tasks integral to the training department to include but not limited to the maintenance of training database, produce reports, grade tests, etc.

Collects survey information.

Education & Experience: Bachelor's degree in any major or 2 year degree plus 3 years related training, insurance, or related work experience OR 5 years training, insurance, or related work experience. 1 year training, insurance, and/or related work experience required.

Project Management

Project Manager

Responsible for management of contact center project planning; facilitate the definition of project missions, goals, tasks, and resource requirement, service levels and customer requirements; lead planning and implementation of projects to include coordinating development of project enhancements, data gathering, process analyses, and procedural documentation. Communicate with information systems and internal contact center staff relative to project tasks; provide continuity among groups via attendance and participation in work sessions, scope and design walkthroughs, and weekly project plan status meetings. Function as lead in reviewing proposed enhancements and identifying issues related to project business requirements; oversees the development of test matrices and coordination of internal and external personnel for testing of implemented changes.

Education & Experience: Minimum 4 year degree or 4 years of professional level work experience and 7 years of progressively responsible experience working in project coordination or in a project team member capacity, including

3 years leading project teams from inception through implementation phases; must possess thorough understanding of project management phases, techniques, and tools.

Administrator, Project

Administer various contact center projects and assist management in the overall functioning of the contact center operational and supporting areas. Identify procedural/system issues affected by implementation of contact center project initiatives. Make recommendations for change/development, both technically and operationally. Provide monitoring of key contact center operating statistics. Follow up with all changes, improvements and processes to ensure compliance and effectiveness. Assist in the creation and implementation of contact center work improvements and action plans for the department related to critical business processes and/or customer service related requirements. Assist in the creation and implementation of plans and programs to assure contact center staff is following all established and new processes/policies. Prepare written instructions, presentations, etc. and administer training for staff members. Provide effective feedback and develop work instructions and job aids to assist the staff in understanding any impact to daily job responsibilities. Coordinate activities among division functional areas. Prepare and analyzes specialized reports for staff as it relates to the progress of new projects and initiatives.

Education & Experience: Bachelor's degree or 4 years job related work experience. 3 years of project coordination or experience working in a project team member capacity

Database Administration

Programmer, Database

Support contact center operations with database related activities such as change implementation, data migration and conversion. Diagnose and resolve simple database errors encountered by contact center applications trying to access data. May perform on-call responsibilities such as fixing problems with batch test/production jobs and online cycles.

Perform backup and recovery on database management systems. Regularly review the database environments to ensure they meet security controls and audit requirements; continually mitigate identified risks and vulnerabilities.

Develop and implement recovery procedures for database objects. Monitor database environments to identify inefficient and costly access paths to data. Define data repository requirements, data dictionaries, and warehousing requirements. Build, test and implement new storage for projects as well as modify existing structures.

Education & Experience: Bachelor's degree in Computer Science, Information Technology or other job related degree. or 4 years of job related work experience or 2 years of job related experience plus an associate’s degree in

Computer Science, Information Technology or other job related degree

Administrator, Database

Responsible for standards and design of logical and physical data storage, maintenance, access, and security administration. Develop overall data architecture that supports the contact center information needs in a flexible but secure environment. Support contact center operations with database related activities such as performance and tuning, change implementation, data migration and conversion. Diagnose and resolve database errors encountered by applications trying to access data. May perform on-call responsibilities such as fixing problems with batch test/production jobs and online cycles and conduct end-user training where applicable. Develop and certify database schema design to meet system requirements. Review and implement the design of new database objects and changes to existing database objects as required to support information systems efforts. Perform backup and recovery on database management systems. Regularly review the database environments to ensure they meet security controls and audit requirements; continually mitigate identified risks and vulnerabilities. Develop and implement recovery procedures for database objects. Monitor database environments to identify inefficient and costly access paths to data.

Define data repository requirements, data dictionaries, and warehousing requirements. Build, test and implement new storage for projects as well as modify existing structures.

Education & Experience: Bachelor's degree in Computer Science, Information Technology or other job related degree. or 4 years of job related work experience or 2 years of job related experience plus an associate’s degree in

Computer Science, Information Technology or other job related degree. 2 years of IT experience including varied database administration experience.

Analyst, Database

Identify opportunities to reduce data redundancy, trends in data uses, and single sources of data. Plan, design, enforce, and audit security policies and procedures that safeguard the integrity of and access to enterprise systems, files, and data elements. Evaluate and recommend security products, services, and/or procedures to enhance productivity and effectiveness. Provide contact center management with risk assessments and security briefings to advise them of critical issues that may affect client or corporate security objectives. Perform database backup/recovery responsibilities. Create database objects and make recommendations for adaptation of new technologies or policies. Troubleshoot applications performance problems. Conduct end-user training where applicable. Ability to: define data repository requirements, develop recovery procedures, implement recovery procedures, monitor database environments and provide database related support.

Education & Experience: Bachelor's degree in Computer Science, Information Technology or other job related degree. or 4 years of job related work experience or 2 years of job related experience plus an associate’s degree in

Computer Science, Information Technology or other job related degree. 5 years of IT experience including varied

Analyst, Database Senior

Meet with customers, contact center staff and application architects to provide solutions to technical issues and to design data structures which include all aspects of database management. Ensure accepted data content standards for technology projects. Support contact center management on enterprise wide and departmental goals and objectives.

Translate strategic requirements into usable enterprise information architecture. Provide input into complex and high-impact decisions as they relate to data architecture for contact center performance. Perform regular monitoring, maintenance, and housekeeping for performance, capacity, and troubleshooting as needed. Mentor less experienced staff on databases design and performance tuning issues. Oversee security awareness programs and provide education on security policies and practices. Ensure successful processes associated with disaster recovery readiness across all database management systems. Ability to: define data repository requirements, develop recovery procedures, implement recovery procedures, monitor database environments and provide database related support.

Education & Experience: Bachelor's degree in Computer Science, Information Technology or other job related degree. or 4 years of job related work experience or 2 years of job related experience plus an associate’s degree in

Computer Science, Information Technology or other job related degree. 10 years of IT experience including varied

Statistical Analysts

Statistical Programming Analyst

Use multiple software platforms to produce reports in accordance with work requests, internal initiatives, and requests from contact center operations. Code, maintain, and execute simple to complex database programs for the extraction and presentation of data for standard and ad hoc contact center reporting. Develops supporting material and guidelines on report design and resulting data; evaluate data integrity to assure compliance with customer requirements and makes recommendations for corrective and preventive actions. Provides input on database design;

assists with development of statistical analysis,…