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CC-2181 - USA (Missouri) - Unemployment Insurance Support Services for Call Center, Claims Processing, and Appeals Processing - Deadline December 21,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2181

Government authority located in Missouri; USA based organization looking for expert vendor for unemployment insurance support services for call center, claims processing, and appeals processing.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide unemployment insurance support services for call center, claims processing, and appeals processing.
- Contractor and each of the contractor’s call center support agents to answer a minimum of 25-30 calls per day, per support agent.
- Administrative support staff to process a minimum of seven quasi-judicial hearings per day, process 75 lower-level appeals per day, respond to 100 emails per day, and answer 150 calls per day detailing general appeals information to claimants/employers, per support staff.
- To provide up to a maximum of 150 full time call center support agents to assist with the call center.
- To process a minimum of seven quasi-judicial hearings per day, process 75 lower-level appeals per day, respond to 100 emails per day, and answer 150 calls per day detailing general appeals information to claimants/employers, per support staff.
- Call center support agents shall utilize the state agency’s UI web-based computer system to make calls, answer emails, and access reports which will be made available to the call center support agents via the contractor’s provided laptops.
- To serve as the state agency contact for the contractor, and the state agency will provide the telephone number and email address of the designated state agency liaison to the contractor.
- Each call center support agent providing the services required herein shall have one year of general office experience, shall be proficient in the use of computers, emails and telephones, and shall provide friendly customer service.
- Shall provide up to a maximum of 150 full time claims processing support agents to assist in claims processing including at a minimum identifying potential problems, collecting missing/required data from claimants and/or employers, processing integrity wage and new hire cross-match work items, assisting with fact-gathering on claims to include suspected fraud claims, and reviewing all claims to confirm needed information is completed.

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Tuesday, 21 December, 2021

Category : Call Center and Answering, Insurance Services, Medical Billing and Coding

Country : USA

State : Missouri

Cost to Download This RFP Document : $ 9

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