• Ensures adequate support for the client-facing team on coding and policy as well as operational related activities. • Supports Medical Policy Directors (MPD) through various aspects of the New Policy processes. • Marks policies provided by the MPD to ready to present in CPW. • Generates New Policy Presentations, the associated decision matrices, and pulls all Business Objects (BO), Tableau and/or BI and Presentation Manager (PM) reports. • Ensures policies selected for presentation include all appropriate claim types and LOB. • Submits a request to Medicaid Research for conflict review when appropriate. • Assists in formatting New Policy Presentation documents for client presentation. • Performs multi-faceted data and report analytics. • Analyzes the report output and provides accurate client or policy information based on thorough report analytics. • Generates, modifies, and formats Web Intelligence (Webi) reports for ad hoc purposes.

Overview LMI is seeking a Workload Allocation Coordinator to support Product Acceptance & Support (PAS) contact center operations for the United States Postal Service (USPS). This role will support PAS leadership by managing workload allocation and tracking processes, monitoring operational metrics, and helping balance work across multiple PAS-supported contact centers. PAS supports more than eight employee and customer contact centers, including SHIPT, APV, PostalOne, FAST, Informed Delivery, BME, and Mailpiece Design. These contact centers provide Tier 0 through Tier 3 support and are staffed by approximately 250 to 300 agents. PAS operations rely on a common technology stack that includes Genesys Cloud, Salesforce, and ServiceNow, with AIVA deployed in several operations to support Tier 0 inquiries. The Workload Allocation Coordinator will help maintain and optimize the workload allocation and tracking process, support workload forecasting and real-time distribution decisions, monitor performance and workload trends, and provide reporting and analysis to improve resource utilization across PAS operations. This position is ideal for a proactive, detail-oriented professional who is comfortable working in a fast-paced operational environment and coordinating across multiple stakeholders. Remote work is acceptable, with flexibility to work onsite based on client request. LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed. Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value. Responsibilities - Manage, maintain, and improve the workload allocation and tracking process for PAS-supported contact center operations. - Support the PAS Director and PAS leadership with workload forecasting, real-time allocation, and workload balancing across supported contact centers. - Monitor workload volumes, queue activity, staffing utilization, and related operational metrics to identify trends and support effective resource allocation. - Develop reports, dashboards, summaries, and other decision-support materials to provide visibility into workload performance and resource utilization. - Analyze workload data from multiple sources and provide actionable recommendations to improve operational efficiency, responsiveness, and balance across contact center operations. - Coordinate with PAS leadership, contact center managers, and operational leads to support equitable and effective workload distribution. - Track workload issues, improvement opportunities, and follow-up actions to support continuous improvement in workload management practices. - Support recurring and ad hoc meetings by preparing agendas, capturing notes, and tracking actions related to workload coordination and operational planning. - Maintain workload-related documentation, process materials, and reporting records in an organized and accessible manner. - Perform quality control checks on workload data, reports, and tracking artifacts to promote accuracy and consistency. Qualifications Required - Bachelor’s degree. - Minimum 3 years of experience supporting operations, workforce coordination, business analysis, contact center operations, or workload management activities. - Experience collecting, organizing, and analyzing operational data to support management decision-making. - Strong proficiency with Microsoft Office Suite, especially Excel and PowerPoint, and experience with collaboration/document tools such as SharePoint and MS Teams. - Strong written and verbal communication skills, with the ability to communicate clearly with leadership and operational stakeholders. - Ability to manage multiple priorities in a fast-paced, cross-functional environment. - Strong attention to detail, organization, and problem-solving skills. - Ability to work collaboratively with client leadership, managers, and team members in support of mission outcomes. - U.S. citizenship required. Preferred - Experience supporting federal contact center, customer support, or shared services operations. - Experience supporting USPS programs, customer operations, or modernization initiatives. - Familiarity with workforce allocation, queue management, operational reporting, or performance tracking in a contact center environment. - Experience working with contact center and case management platforms such as Genesys Cloud, Salesforce, and ServiceNow. - Experience developing dashboards, workload reports, and performance summaries for leadership review. - Knowledge of large-scale government transformation or operational support environments. Additional Information - Ability to obtain security clearance/background investigation: Public Trust - Remote work is acceptable, with onsite support as requested by the client. Target salary range: $75,000 - $110,000. Final compensation will be determined by a variety of factors including but not limited to your skills, experience, education, and/or certifications. The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.

• Supervise a team of Client Service Associates (CSA) and assist with responding to all types of communication: phone, email and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients, while demonstrating a positive and professional image for Guardant Health at all times • Hire, train, coach, audit, perform competency assessments for a team of Client Service Associates • Support performance management by providing regular feedback, recognizing achievements and addressing performance concerns to maintain a high-performing team • Capable of providing support and coverage for other territories as dictated by business needs, and fulfilling the responsibilities of a CSA when required • Generate, evaluate, and analyze customer data and reports using CRM and reporting tools (e.g., SFDC, LIMS, Tableau) to monitor key metrics, derive actionable insights, and recommend performance and process improvements to leadership in support of designated territories • Partner and work closely with regional sales directors and account managers to ensure client satisfaction is high and current standards for patient access are met or exceeded • Work in a team environment and to exceed the regional, department and company goals and metrics • Contribute to volume growth in the territory/region by demonstrating exemplary case queue management techniques and assisting team to prioritize and resolve cases quickly with a sense of urgency • Assist with writing Standard Operating Procedures and implementing updating and new processes • Enter and qualify new customer information into SFDC and LIMS • Perform quality checks to ensure accuracy of data entry • Serve as a point of contact for client and internal escalations (phone/email) for the territories the team covers • Contact physicians and other medical personnel to obtain missing information required to complete the order entry process • Partner with the Clinical lab to ensure client information is correctly entered • Communicate professionally and effectively with all individuals, including external customers and internal Guardant Health team members • Actively participate on cross functional projects involving improving operational efficiency for the team and act as a SME on enhancement and integration projects improving corporate efficiency • Create and maintain Leadership Procedural documents and tutorials (ex: DAR, NCR) • Participate in cross functional meetings to represent the Voice of the Customer and the needs of Client Services team • Demonstrate flexibility and adaptability in a fast-paced dynamic environment • Hours and days may vary depending on operational needs, and some lifting (up to 25 pounds) may be necessary

Role Description Service Desk Coordinators play a critical role in providing excellent customer service and helping coordinate incoming support tickets, monitoring service level agreements (SLAs) and tech dispatches. The Service Desk Coordinator is passionate about building relationships, problem solving, and working across teams within NetCov to provide an exceptional experience for our client. Accountabilities - Coordination - Manage incoming support requests via phone, email, and ticketing system. - Prioritize and assign tickets to appropriate technicians based on skillset and urgency. - Monitor ticket resolution times and ensure adherence to SLAs. - Track and report on key performance indicators (KPIs) related to help desk performance. - Help the Service Desk Manager by assisting with tech workload assignments to ensure a balanced ticket count across the team. - Participate in daily and weekly recurring team huddles, raising any trends, concerns, or roadblocks. - Coordinate field tech dispatches, validating onsite times and hardware needed. - Cover as a backup resource for Team Leads and other management roles when required. - Customer Service - Ensure that all customer inquiries and complaints are addressed promptly and professionally. - Build and maintain positive relationships with end-users. - Service Delivery and Quality Assurance - Ensure NetCov has updated customer documentation needed to provide best-in-class support. - Work closely with the Team Leads, Service Desk Coordinators, and Manager to stay ahead of client trends and team metrics. - Help oversee the effective resolution of incidents and problems, ensuring timely escalation and follow-up. - Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations. - Incident and Problem Management - Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed. - Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalate challenges related to identified critical support KPIs to dedicated Team Lead and Service Desk Manager. Qualifications - Associates Degree in Information Technology, Computer Science, Network Administration or related business field is highly desirable. - 3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position. - Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable. - A people person who is an effective communicator. - Shows an interest in learning new materials and staying abreast of the latest technical information; quickly learns new information. Requirements - Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security. - Proficiency with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office highly desired. - Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless. - Excellent verbal and written communication abilities. - Active listening skills to fully understand client issues and concerns. - High attention to detail to ensure accurate record-keeping. Role Logistics - This is a full-time position. - This position may require travel to client offices where locations will vary. - This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary.