Transamerica Occidental Life Insurance Company, Medicare Administration, P.O. Box 54905, Los Angeles CA 90054-0905

R -- PROFESSIONAL, ADMINISTRATIVE, AND MANAGEMENT SUPPORT SERVICES POC Barbara Burnett Customer Service Mgr FAX 213-747-6506. Transamerica Occidental Life Insurance Company (TOLIC), which currently is under contract with Health Care Financing Administration for Medicare Part B claims processing, is requesting quotations for the development and implementation of a customized training program on how to effectively handle customer complaints. The scope of work may include but not be limited to: research of the types of complaints we receive and their appropriate responses; development of the training plan; preparation of course materials/reference materials; presentation of the actual training, including distribution of the above mentioned materials; follow-up. Trainer(s) must be available to begin in late August, with project completion by November 31, 1996. Training will be performed at TOLIC's site in Los Angeles in four separate sessions, limited to a full day per session. Interested parties must respond in writing by July 26, 1996, to include the following information: detailed description of approach; timeline schedule outlining key deliverables; evidence of successful implementation of similar customized training programs for Health Plans as well as for other industries; references listing recent clients willing to discuss their experiences; credentials of trainer(s) who will be working on the project; itemized cost of the above key deliverables. Responses will be reviewed and evaluated 55% on cost and 45% on approach and technical qualifications. Quotations must be submitted no later than July 26, 1996. This synopsis is for information and planning purposes and does not constitute a commitment by Transamerica Occidental Life Insurance Company or Transamerica Insurance Corporation to acquire the products and/or related services. There will be no formal reply to interested parties. (178)

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