Mass Markets Work From Home Contact Tracer (COVID-19) in Iowa
CALL CENTER REPRESENTATIVE SUPPORTING INBOUND AND OUTBOUND COVID-19 CONTACT TRACING
MCI is seeking call center contact tracers with a background in medical, customer service, or government service. In these roles, you will handle inbound and outbound calls to conduct interviews with members of the public that have tested positive for COVID-19 to gather information critical to managing the spread of the virus. This is a full-time, benefits-eligible position and offers a competitive base pay commensurate with experience and a raise after thirty days of employment.
Candidates for this role should be excellent communicators, logical, highly reliable, and possess a strong work ethic. This is a full-time position open to Iowa residents. The position is 100% work-at-home.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions, and a brief pre-employment test.
WHAT DOES SOMEONE IN THIS ROLE DO?
This position requires you to interact with hundreds of people each week, answering incoming calls and making outgoing calls to citizens related to COVID-19. Under the supervision of a Contact Tracing Supervisor, the Case Investigator will use a web-based data management platform to call contacts diagnosed with COVID-19 to document a symptom check, refer them to testing according to established protocols, and provide them with instructions for quarantine or isolation, if appropriate. In this role, you will conduct highly confidential phone interviews, gather data, and work in multiple systems to help contain the spread of COVID-19 in accordance with performance standards, policy, procedures, and protocol.
Handle inbound and outbound contacts in a courteous, timely, and professional manner
Transfer/refer citizens to appropriate entities according to the established guidelines.
Respond to all inquiries consistent with confidentiality and privacy policies
Research systems to find missing information as applicable; coordinate with other departments to resolve issues
Follow the processes of the client program and perform all tasks in a courteous and professional manner
Respond effectively to all forms of inbound and outbound contacts, and respond to questions
In specific instances, refer callers to the appropriate supervisor, county, or state agency representatives
Investigate and resolve complex and escalated issues resulting from multiple channels.
Complete research of contact history and report findings to management and in the appropriate systems
Listen to contacts, understand their needs, and resolve issues
Utilize systems and technology to complete account management tasks
Accurately document and process customer claims in appropriate systems
Follow all required scripts, policies, and procedures
Utilize knowledge base and training to answer customer questions accurately
Comply with requirements surrounding confidential information and personal information
Escalate issues to the appropriate staff and managerial for resolution as needed.
Attend meetings and training and review new training material to stay up-to-date on changes to the program
Adhere to all attendance and work schedule requirements
Perform otherduties as assigned by management.
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
MCI provides all new employees with world-class training, so all positive, driven, and confident applicants that meet the minimum qualifications are encouraged to apply. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
Must be 18 years of age or older
High school diploma or equivalent
The ability to read and speak English fluently
The ability to handle complex customer service inquiries via telephone and e-mail
Resourcefulness in locating patients and contacts who may be challenging to reach or reluctant to engage in conversation is required.
An understanding of patient confidentiality and the ability to conduct interviews without violating confidentiality
Cultural sensitivity and interviewing skills such that they can build and maintain trust with patients
A minimum of 1-year of experience in customer service, medical, government, human services or related field
Strong data entry and telephone skills
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (20+ words a minute)
Ability to work regularly scheduled shifts within our hours of operation, including the training period.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
Highly reliable with the ability to maintain regular attendance and punctuality
An aptitude for critical thinking, conflict resolution, problem solving and negotiation
Must be customer service oriented (empathetic, responsive, patient, and conscientious)
Ability to multi-task, stay focused, and self-manage
The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
Excellent interpersonal skills and the ability to build relationships with your team
Military, local, state, or federal government experience is a plus
Fluency in Spanish, Chinese, Tagalog, Vietnamese, Arabic, French, Korean, Russian, or German is a plus
Experience working in acontact center environmentis a plus.
Graduation from an accredited two-year or four-year college or university is a plus
Experience in public health, epidemiology, infectious disease control, or a related field is a plus
Experience in health, human services, or community-based organization or institutional setting is a plus
Understanding of the medical terms and principles of exposure, infection, infectious period, potentially infectious interactions, symptoms of a disease, pre-symptomatic and asymptomatic infection is a plus
Necessary skills of crisis counseling and the ability to refer patients and contacts for further care is a plus
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.
Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.
JUST A FEW OF THE BENEFITS
Medical, Dental, and Vision Coverage Options
Fun, Engaging Work Environment
Casual Dress Code
Cash and Prize Contests
NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?
We can offer a wide range of scheduling options for qualified candidates. There are multiple shifts and weekly work variations available to our team members. Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location. Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization.
WORK FROM HOME REQUIREMENTS
Quiet workspace free of background noise and distractions
Private area acceptable for webcam use
Wired High-Speed Internet Connection
Download Speed 20 Mbps (minimum)
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Personal Desktop or Laptop Computer
PC (Not a MAC)
Windows 10 Operating system
Intel Core i5 Processor
8Gb Memory (RAM)
256Gb Hard Drive (Storage)
1 USB Type A 2.0 (Standard headset USB)
1 RJ-45 Connection (Internet Ethernet Cable)
Headset & WebCam
Approved Corded USB Noise Canceling
Internal or External Web Camera
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods whle using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
CONDITIONS OF EMPLOYMENT
Must be willing to submit to a background and/or security investigation. Job offers are contingent on background/security investigation results
Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.
Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, work-at-home option for eligible positions and programs, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.
Most local positions offer work-at-home after training on-site; however, there are specific programs that are on-site only due to security requirements.
To help protect our candidates and employees, we are REQUESTING that all on-site candidates wear a mask to interviews and training. In locations where state or local government has mandated the use of masks, we will abide by the mandate, and REQUIRE masks be worn when on-location.
For more information on MCI’s response to COVID-19 please visit.
Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources,.
EQUAL OPPORTUNITY EMPLOYER
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.
MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline
ABOUT MCI (PARENT COMPANY)
In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI is headquartered in Iowa City, IA, and has nine customer contact management centers, IT services, and business process outsourcing facilities in Iowa, Georgia, Florida, Massachusetts, New Hampshire, Nova Scotia, and South Dakota.
Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners.
MCI employs across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).
MCI provides products and services under the following NAICS Codes: 511210 Software Publishers, 518210 Data Processing, Hosting, and Related Services, 519190 All Other Information Services, 524291 Claims Adjusting, 524292 Third Party Administration of Insurance and Pension Funds, 541511 Custom Computer Programming Services, 541512 Computer Systems Design Services, 541519 Other Computer Related Services, 541519 Information Technology, and Value Added Resellers, 541611 Administrative Management and General Management Consulting Services, 541613 Marketing Consulting Services, 541690 Other Scientific and Technical Consulting Services, 541990 All Other Professional, Scientific, and Technical Services, 561110 Office Administrative Services, 561320 Temporary Help Services, 561330 Professional Employer Organizations, 561421 Telephone Answering Services, 561422 Telemarketing Bureaus and Other Contact Centers, 561431 Private Mail Centers, 561440 Collection Agencies, 561499 All Other Business Support Services, 561990 All Other Support Services, 611430 Professional and Management Development Training.
The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
MCI has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time, for any reason.
DepartmentLocal Work At Home Positions (Some On-Site Required)
ScheduleDay, Evening & Weekend Shifts | Scheduled between 8 AM - 8 PM EST | M-F, S, S
Wage DescriptionUp to $15.15/hr.* | Commensurate
EducationHigh School Diploma/GED
Min. Years Experience0