Community Health Worker, Housing Specialist

Summary This position is located in the Health Information Management (HIM) section at the Orlando VA Healthcare System. MRTs (Coder) are skilled in classifying medical data from patient health records in the hospital setting, and/or physician-based settings, such as physician offices, group practices, multi-specialty clinics, and specialty centers. Learn more about this agency Duties Help Duties Include:: • Assigns codes to documented patient care encounters (Inpatient /Outpatient facility and/or professional services) covering the full range of health care services provided by the VAMC. Patient encounters are often complicated and complex requiring extensive coding expertise. Applies advanced knowledge of medical terminology, anatomy & physiology, disease processes, treatment modalities, diagnostic tests, medications, procedures as well as the principles and practices of health services and the organizational structure to ensure proper code selection. • Selects and assigns codes from the current version of several coding systems to include current versions of the International Classification of Diseases (ICD), Current Procedural Terminology (CPT), and/or Healthcare Common Procedure Coding System (HCPCS). • Adheres to accepted coding practices, guidelines and conventions when choosing the most appropriate diagnosis, operation, procedure, ancillary, or E/M code to ensure ethical, accurate, and complete coding. Also applies codes based on guidelines specific to certain diagnoses, procedures, and other criteria used to classify patients under the Veterans Equitable Resource Allocation (VERA) program that categorizes all VA patients into specific classes representing their clinical conditions and resource needs • Performs a comprehensive review of the patient health record to abstract medical, surgical, ancillary, demographic, social, and administrative data to ensure complete data capture. Patient health records may be paper or electronic. The abstracted data has many purposes, for example, to profile the facility services and patient population, to determine budgetary requirements, to report to accrediting and peer review organizations, to bill insurance companies and other agencies, and to support research programs • Utilizes the facility computer system and software applications to correctly code, abstract, record, and transmit data to the national VA database in Austin. Corrects any identified data errors or inconsistencies in a timely manner to ensure acceptance in the national VA database within established timelines. Independently researches references to resolve any questionable code errors; contacts supervisor as appropriate. • Identifies the principal diagnosis and principal procedure (when applicable) for every inpatient discharge; also identifies significant complications and/or co-morbidities treated or impacting treatment to correctly determine the proper Diagnosis Related Group (DRG). Upon patient admission to the Community Living Center/Nursing Home Care Unit, codes the admission diagnosis for use by unit staff. All diagnoses and procedure codes are selected from the current version of the ICD coding system. • Works within a team environment; supports peers in meeting goals and deadlines; flexible and handles multiple tasks; works under pressure; and copes with frequently changing projects and deadlines. Work Schedule: Monday-Friday, 8am to 4:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA. Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Available, This position is telework eligible and exempted from return to office requirements. This position will be reviewed annually and does not imply permanent telework status. Current employees will be granted an exception to remain in the current duty station location if outside VISN 8. Virtual: This is not a virtual position. Functional Statement #: 82470F, 80539F, 80133F, 80134F, 80135F Permanent Change of Station (PCS): Not Authorized Requirements Help Conditions of employment • You must be a U.S. Citizen to apply for this job. • Selective Service Registration is required for males born after 12/31/1959. • Must be proficient in written and spoken English. • Subject to background/security investigation. • Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. • Must pass pre-employment physical examination. • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). • Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: • your performance and conduct; • the needs and interests of the agency; • whether your continued employment would advance organizational goals of the agency or the Government; and • whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications Basic Requirements: • United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. • English Language Proficiency. MRTs (Coder) must be proficient in spoken and written English as required by 38 U.S.C. § 7403(f). • Experience and Education • Experience. One year of creditable experience that indicates knowledge of medical terminology, anatomy, physiology, pathophysiology, medical coding, and the structure and format of a health records. OR, • Education. An associate's degree from an accredited college or university recognized by the U.S. Department of Education with a major field of study in health information technology/health information management, or a related degree with a minimum of 12 semester hours in health information technology/health information management (e.g., courses in medical terminology, anatomy and physiology, medical coding, and introduction to health records); OR, • Completion of an AHIMA approved coding program, or other intense coding training program of approximately one year or more that included courses in anatomy and physiology, medical terminology, basic ICD diagnostic/procedural, and basic CPT coding. The training program must have led to eligibility for coding certification/certification examination, and the sponsoring academic institution must have been accredited by a national U.S. Department of Education accreditor, or comparable international accrediting authority at the time the program was completed; OR, • Experience/Education Combination. Equivalent combinations of creditable experience and education are qualifying for meeting the basic requirements. The following educational/training substitutions are appropriate for combining education and creditable experience: • Six months of creditable experience that indicates knowledge of medical 4 terminology, general understanding of medical coding and the health record, and one year above high school, with a minimum of 6 semester hours of health information technology courses. • Successful completion of a course for medical technicians, hospital corpsmen, medical service specialists, or hospital training obtained in a training program given by the Armed Forces or the U.S. Maritime Service, under close medical and professional supervision, may be substituted on a month-for-month basis for up to six months of experience provided the training program included courses in anatomy, physiology, and health record techniques and procedures. Also, requires six additional months of creditable experience that is paid or non-paid employment equivalent to a MRT (Coder). • Certification. Persons hired or reassigned to MRT (Coder) positions in the GS-0675 series in VHA must have either (1), (2), or (3) below: • Apprentice/Associate Level Certification through AHIMA or AAPC. • Mastery Level Certification through AHIMA or AAPC. • Clinical Documentation Improvement Certification through AHIMA or ACDIS. NOTE: Mastery level certification is required for all positions above the journey level; however, for clinical documentation improvement specialist assignments, a clinical documentation improvement certification may be substituted for a mastery level certification. • Grandfathering Provision. All persons employed in VHA as a MRT (Coder) on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, including positive education and certification that are part of the basic requirements of the occupation. The full performance level of this vacancy is GS-8. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-4 to GS-8. Grade Determinations: Medical Records Technician (Coder-In/Outpatient), GS-4 • Experience or Education. None beyond basic requirements. • Assignment. Employees at this level serve as entry level MRTs (Coder) and receive close guidance from more experienced MRTs (Coder). Inpatient MRTs (Coder) select and assign codes from current versions of ICD CM and the PCS, and/or, CPT and HCPCS classification systems for inpatient facility and/or professional services. They review record documentation to abstract all required medical, surgical, ancillary, demographic, social and administrative data, and query clinical staff, as appropriate, with close guidance from higher level MRTs (Coder). They also use various computer applications to abstract records, assign 11 codes, and record and transmit data. They ensure audit findings have been corrected and refiled. MRTs (Coder) may be assigned to a single facility or region, such as a consolidated coding unit. Medical Records Technician (Coder-Inpatient), GS-5 • Experience. One year of creditable experience equivalent to the next lower grade level; OR, • Education. Successful completion of a bachelor's degree from an accredited college or university recognized by the U.S. Department of Education, with a major field of study in health information management or a related degree with a minimum of 24 semester hours in health information management or technology. • Assignment. Employees at this grade level serve as developmental level 1 MRTs (Coder) and receive guidance from more experienced MRTs (Coder) for more complex coding procedures. Inpatient MRTs (Coder) select and assign codes from current versions of ICD CM, PCS, and/or CPT and HCPCS classification systems for inpatient facility and/or professional services. • Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, the candidate must demonstrate all of the following KSAs: • Ability to use health information technology and various office software products used in MRT (Coder) positions (e.g., the electronic health record, coding and abstracting software, etc.). • Ability to navigate through and abstract pertinent information from health records. • Knowledge of the ICD CM, PCS Official Conventions and Guidelines for Coding and Reporting, and CPT guidelines. • Ability to apply knowledge of medical terminology, human anatomy/physiology, and disease processes to accurately assign codes to inpatient and outpatient episodes of care based on health record documentation. • Knowledge of The Joint Commission requirements, CMS, and/or health record documentation guidelines. • Ability to manage priorities and coordinate work to complete duties within required timeframes, and the ability to follow-up on pending issues. ***Please see additional grade level requirements under Education section.*** Education Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: Medical Records Technician (Coder-Inpatient), GS-6 • Experience. One year of creditable experience equivalent to the next lower grade level. • Assignment. Employees at this grade level serve in developmental level 2 positions as MRTs (Coder) and receive intermittent monitoring. Inpatient MRTs (Coder) select and assign codes from current versions of ICD CM, PCS, and/or CPT and HCPCS classification systems for inpatient facility and/or professional services. • Demonstrated Knowledge, Skills, and Abilities. • Ability to analyze the health record to identify all pertinent diagnoses and procedures for coding and to evaluate the adequacy of the documentation. • Ability to determine whether health records contain sufficient information for regulatory requirements, are acceptable as legal documents, are adequate for continuity of patient care, and support the assigned codes. This includes the ability to take appropriate actions if health record contents are not complete, accurate, timely, and/or reliable. • Ability to apply laws and regulations on the confidentiality of health information (e.g., Privacy Act, Freedom of Information Act, and HIPAA). iv. Ability to accurately apply the ICD CM and PCS Official Conventions and Guidelines for Coding and Reporting to various coding scenarios. v. Comprehensive knowledge of current classification systems, such as ICD Clinical Modification (CM) and PCS, CPT, and HCPCS, and skill in applying said classifications to inpatient records based on health record documentation. • Knowledge of complication or comorbidity/major complication or comorbidity (CC/MCC), and POA indicators to obtain correct Medicare Severity Diagnosis Related Group (MS-DRG). Medical Records Technician (Coder-Inpatient), GS-7 • Experience. One year of creditable experience equivalent to the next lower grade level. • Assignment. Employees at this grade level serve as developmental level 3 MRTs (Coder) and receive minimal monitoring. Inpatient MRTs (Coder) select and assign codes from current versions of ICD CM, PCS, and/or CPT and HCPCS classification systems for inpatient facility and/or professional services. • Demonstrated Knowledge, Skills, and Abilities. • Skill in applying current coding classifications to a variety of inpatient specialty care areas to accurately reflect service and care provided based on documentation in the health record. ii. Ability to communicate with clinical staff for specific coding and documentation issues, such as recording diagnoses and procedures, the correct sequencing of diagnoses and/or procedures, and the relationship between health record documentation and code assignment. • Ability to research and solve coding and documentation related issues. • Skill in reviewing and correcting system or processing errors and ensuring all assigned work is complete. • Ability to abstract, assign, and sequence codes, including complication or comorbidity/major complication or comorbidity (CC/MCC), and POA indicators, to obtain correct MS-DRG. Medical Records Technician (Coder-Inpatient), GS-8 (Full Performance Level) • Experience. One year of creditable experience equivalent to the next lower grade level. • Assignment. This is the journey level for this assignment. Inpatient MRTs (Coder) select and assign codes from current versions of ICD CM, PCS, and/or CPT and HCPCS classification systems for inpatient facility and/or professional services. • Demonstrated Knowledge, Skills, and Abilities. • Ability to analyze the health record to identify all pertinent diagnoses and procedures for inpatient coding and to evaluate the adequacy of the documentation. This includes the ability to read and understand the content of the health record, the terminology, the significance of the comments, and the disease process/pathophysiology of the patient. • Ability to accurately perform the full scope of inpatient coding, including inpatient discharges, surgical cases, diagnostic studies and procedures, and inpatient professional services. • Skill in interpreting and adapting health information guidelines that are not completely applicable to the work or have gaps in specificity, and the ability to use judgment in completing assignments using incomplete or inadequate guidelines. References: VA Handbook 5005/122 Part II, Appendix G-57, Medical Record Technician Qualification Standard. Additional information PLEASE NOTE: This position is designated as remote. Remote work is defined as full-time employment conducted outside of a VA facility or in VA-leased spaces. The option for remote work will be assessed continuously, and the selected individual may need to return to a VA office if required. The VA will categorically exempt military spouses authorized to engage in remote work and spouses of U.S. Foreign Service members from Agency plans to return all eligible employees to in-person work instead of remote or telework arrangements. Any selected candidate must live within 50 miles of a VA Medical Center. Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Help A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits. Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

Customer Account Rep | 4X10 Shift | Full-Time (4 Days a Week)

MCI Careers · Wichita, KS

LOCATION Wichita, KS POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contributeto the success of a globally expanding, industry-leading organization. Are you a results-driven sales professional with a passion for customer engagement? We're hiring Customer Account Representatives to support inside sales programs for some of the largest brands in retail, telecommunications, and software. In this full-time role, you'll connect with business and residential customers via phone, resolve service concerns, retain accounts, and upsell new products and services. If you thrive in a fast-paced environment and love turning conversations into conversions, this is the opportunity for you. To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test. - POSITION RESPONSIBILITIES Key Responsibilities: • Make outbound sales calls and respond to inbound inquiries from interested prospects • Follow up with leads and existing customers to drive engagement and retention • Listen actively to customer needs and provide tailored product recommendations • Resolve service-related concerns using internal systems and cross-functional collaboration • Accurately document customer interactions and manage account updates • Follow client-specific scripts, policies, and compliance procedures • Handle sensitive information with confidentiality and professionalism • Escalate complex issues to the appropriate support teams • Deliver first-call resolution through effective communication and problem-solving • Stay current with program updates through training and team meetings • Maintain consistent attendance and punctuality CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: Qualifications • Must be 18 years or older • High school diploma or equivalent • Excellent written and verbal communication skills • Typing speed of 20+ WPM • Basic proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) • Familiarity with Windows operating systems • Highly reliable and punctual • Strong problem-solving, negotiation, and conflict resolution skills • Customer-focused with empathy, patience, and responsiveness • Ability to multitask, self-manage, and adapt in a fast-paced environment • Team-oriented with strong interpersonal skills Preferred • 1+ year experience in customer service, inside sales, technical support, chat, or administrative roles in a contact center • Experience in state or federal work environments ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. 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 has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. 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 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 now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum. POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. Are you a results-driven sales professional with a passion for customer engagement? We're hiring Customer Account Representatives to support inside sales programs for some of the largest brands in retail, telecommunications, and software. In this full-time role, you'll connect with business and residential customers via phone, resolve service concerns, retain accounts, and upsell new products and services. If you thrive in a fast-paced environment and love turning conversations into conversions, this is the opportunity for you. To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test. - POSITION RESPONSIBILITIES Key Responsibilities: • Make outbound sales calls and respond to inbound inquiries from interested prospects • Follow up with leads and existing customers to drive engagement and retention • Listen actively to customer needs and provide tailored product recommendations • Resolve service-related concerns using internal systems and cross-functional collaboration • Accurately document customer interactions and manage account updates • Follow client-specific scripts, policies, and compliance procedures • Handle sensitive information with confidentiality and professionalism • Escalate complex issues to the appropriate support teams • Deliver first-call resolution through effective communication and problem-solving • Stay current with program updates through training and team meetings • Maintain consistent attendance and punctuality CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: Qualifications • Must be 18 years or older • High school diploma or equivalent • Excellent written and verbal communication skills • Typing speed of 20+ WPM • Basic proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) • Familiarity with Windows operating systems • Highly reliable and punctual • Strong problem-solving, negotiation, and conflict resolution skills • Customer-focused with empathy, patience, and responsiveness • Ability to multitask, self-manage, and adapt in a fast-paced environment • Team-oriented with strong interpersonal skills Preferred • 1+ year experience in customer service, inside sales, technical support, chat, or administrative roles in a contact center • Experience in state or federal work environments CONDITIONS OF EMPLOYMENT All MCI Locations • Must be authorized to work in the country where the job is based. Subject to the program and location of the position • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. 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. COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy: • Paid Time Off: Earn PTO and paid holidays to take the time you need. • Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars! • Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. • Retirement Savings: Secure your future with retirement savings programs, where available. • Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges. • Life Insurance: Access life insurance options to safeguard your loved ones. • Supplemental Insurance: Accident and critical illness insurance • Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. • Paid Training: Learn new skills while earning a paycheck. • Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement. • Casual Dress Code: Be comfortable while you work. Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today! PHYSICAL REQUIREMENTS 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 while 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. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. DIVERSITY AND EQUALITY At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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 qualified applicants with criminal histories for employment 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. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. PHYSICAL REQUIREMENTS 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 while 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. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Call Center Representative | 4X10 Shift | Full-Time (4 Days a Week)

MCI Careers · Wichita, KS

LOCATION Wichita, KS POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contributeto the success of a globally expanding, industry-leading organization. Are you a natural communicator with a drive to help people and close sales? We're hiring Call Center Representatives to support inbound and outbound customer interactions for major brands in retail, telecommunications, and software. In this role, you'll assist both residential and business customers, resolve issues, retain accounts, and upsell products and services all while building valuable career experience in a fast-paced, supportive environment. No prior contact center experience required we welcome candidates from customer-facing industries like hospitality, retail, and food service! To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test. - POSITION RESPONSIBILITIES Key Responsibilities: • Handle inbound and outbound calls with professionalism and empathy • Listen actively to customer concerns and resolve issues effectively • Use internal systems to manage accounts and complete service tasks • Identify sales opportunities and apply upselling techniques • Clearly explain products, services, and processes to customers • Escalate customer dissatisfaction when necessary • Aim for first-call resolution through strong communication and problem-solving CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: Qualifications • Must be 18 years or older • High school diploma or equivalent • Excellent written and verbal communication skills • Typing speed of 20+ WPM • Basic proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook) • Familiarity with Windows operating systems • Reliable and punctual with strong time management • Strong problem-solving, negotiation, and conflict resolution skills • Customer-focused: empathetic, patient, and responsive • Ability to multitask and self-manage in a fast-paced environment • Team-oriented with excellent interpersonal skills Preferred • 1+ year experience in customer service, sales, tech support, or administrative roles • Experience in a contact center or government-related work environment ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. 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 has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. 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 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 now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum. POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. Are you a natural communicator with a drive to help people and close sales? We're hiring Call Center Representatives to support inbound and outbound customer interactions for major brands in retail, telecommunications, and software. In this role, you'll assist both residential and business customers, resolve issues, retain accounts, and upsell products and services all while building valuable career experience in a fast-paced, supportive environment. No prior contact center experience required we welcome candidates from customer-facing industries like hospitality, retail, and food service! To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test. - POSITION RESPONSIBILITIES Key Responsibilities: • Handle inbound and outbound calls with professionalism and empathy • Listen actively to customer concerns and resolve issues effectively • Use internal systems to manage accounts and complete service tasks • Identify sales opportunities and apply upselling techniques • Clearly explain products, services, and processes to customers • Escalate customer dissatisfaction when necessary • Aim for first-call resolution through strong communication and problem-solving CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: Qualifications • Must be 18 years or older • High school diploma or equivalent • Excellent written and verbal communication skills • Typing speed of 20+ WPM • Basic proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook) • Familiarity with Windows operating systems • Reliable and punctual with strong time management • Strong problem-solving, negotiation, and conflict resolution skills • Customer-focused: empathetic, patient, and responsive • Ability to multitask and self-manage in a fast-paced environment • Team-oriented with excellent interpersonal skills Preferred • 1+ year experience in customer service, sales, tech support, or administrative roles • Experience in a contact center or government-related work environment CONDITIONS OF EMPLOYMENT All MCI Locations • Must be authorized to work in the country where the job is based. Subject to the program and location of the position • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. 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. COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy: • Paid Time Off: Earn PTO and paid holidays to take the time you need. • Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars! • Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. • Retirement Savings: Secure your future with retirement savings programs, where available. • Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges. • Life Insurance: Access life insurance options to safeguard your loved ones. • Supplemental Insurance: Accident and critical illness insurance • Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. • Paid Training: Learn new skills while earning a paycheck. • Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement. • Casual Dress Code: Be comfortable while you work. Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today! PHYSICAL REQUIREMENTS 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 while 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. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. DIVERSITY AND EQUALITY At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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 qualified applicants with criminal histories for employment 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. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. PHYSICAL REQUIREMENTS 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 while 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. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

ICAM Training Specialist (REMOTE)

Koniag Government Services · Orlando, FL

Koniag IT Systems, LLC, a Koniag Government Services company , is seeking an ICAM Training Specialist with a Secret Security clearance to support KITS and our government customer. The position is remote. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more. Koniag IT Systems, LLC, a Koniag Government Services company, is seeking an experienced ICAM Training Specialist / Instructor to join ateam supporting Identity, Credential, and Access Management (ICAM) solutions for our government customers. The ideal candidate is a dynamic and technically knowledgeable training professional with a strong background in developing and delivering training programs for enterprise identity and accessmanagement platforms and services within a federal government environment. This individual will play a critical role in building and sustaining a comprehensive ICAM training program that equips users, application owners, administrators, and technical staff with the knowledge and skills necessary toeffectively and securely utilize ICAM services, driving adoption, reducing support burden, and advancing the overall maturity of the ICAM program. The ICAM Training Specialist / Instructor will be responsible for the design, development, delivery, and continuous improvement of training programs, materials, and resources that support the adoption and effective use of ICAM platforms, services, and processes in a federal government environment. This individual will work closely with ICAM platform engineers, integration specialists, service desk teams, program managers, and government stakeholders to ensure that training content is technically accurate, mission-aligned, and tailored to the diverse needs of ICAM audiences, ranging from end users and application owners to administrators and technical staff. Principal responsibilities will include but are not limited to: • Design, develop, and deliver comprehensive ICAM training programs, courses, and materials tailored to multiple audience types, including end users, application owners, system administrators, and technical staff supporting ICAM platforms and services. • Conduct thorough training needs assessments in coordination with ICAM platform engineers, program managers, and government stakeholders to identify knowledge gaps, training requirements, and priority audience groups across the ICAM program. • Develop a diverse range of training deliverables, including instructor-led training (ILT) courses, virtual instructor-led training (vILT) sessions, e-learning modules, video tutorials, quick reference guides, job aids, and self-service training resources that address the full spectrum of ICAM user and administrator needs. • Deliver engaging and effective instructor-led and virtual training sessions on ICAM platforms, services, and processes, including Okta SSO and MFA usage, SailPoint access request and certification workflows, identity lifecycle management procedures, and ICAM security best practices. • Develop and maintain a comprehensive ICAM training curriculum and catalog, organizing training content by audience type, skill level, and topic area to enable structured learning pathways for ICAM stakeholders. • Collaborate with ICAM platform engineers and integration specialists to ensure training content is technically accurate, current, and aligned with the latest ICAM platform configurations, capabilities, and procedures. • Develop and maintain training environments and sandbox instances of ICAM platforms to support hands-on, experiential learning for administrative and technical training audiences. • Establish and manage a training content lifecycle management process, ensuring that all training materials are regularly reviewed, updated, and version-controlled to reflect platform changes, new capabilities, and updated procedures. • Develop and administer training assessments, knowledge checks, and competency evaluations to measure training effectiveness and learner comprehension, using results to inform continuous improvement of training content and delivery. • Manage and maintain a Learning Management System (LMS) or training portal for ICAM training content, ensuring that training resources are organized, accessible, and current for all target audiences. • Develop and track training metrics and key performance indicators (KPIs), including training completion rates, assessment scores, learner satisfaction, and training's impact on service desk incident volumes, providing regular training performance reports to program leadership and government stakeholders. • Coordinate training schedules, logistics, and communications for instructor-led and virtual training sessions, ensuring that training opportunities are effectively communicated and accessible to target audiences across the enterprise. • Support change management activities by developing and delivering targeted training communications and resources in advance of planned changes to ICAM platforms, services, and procedures. • Collaborate with the ICAM knowledge management function to ensure alignment between training content and the ICAM support knowledge base, leveraging knowledge articles and troubleshooting guides as supplementary training resources. • Develop and deliver onboarding training programs for new ICAM program team members, including contractor staff and government personnel, ensuring rapid achievement of baseline ICAM platform knowledge and program proficiency. • Provide ad hoc training support and technical guidance to users, application owners, and administrators navigating complex ICAM processes or platform features. • Stay current with emerging ICAM technologies, platform updates, federal identity management standards, and adult learning best practices, proactively incorporating new knowledge into training program content and delivery approaches. • Support the development of ICAM awareness campaigns and communications that promote security best practices, proper use of ICAM services, and awareness of new capabilities across the enterprise. Education and Experience: Required: • Bachelor's degree in Education, Instructional Design, Information Technology, Cybersecurity, Communications, or a related field from an accredited college or university; equivalent work experience may be considered in lieu of a degree. • 4+ years of experience in instructional design, training development, or technical training delivery within an enterprise IT or federal government environment. • 2+ years of experience developing or delivering training for identity and access management platforms, cybersecurity technologies, or enterprise IT systems in a federal government or DoD context. Clearance Requirement: • Active Secret Clearance required. Required Skills and Competencies: • Exceptional communication and presentation skills in English – both written and oral – with the ability to explain complex ICAM concepts and technical procedures clearly and engagingly to diverse audiences ranging from non-technical end users to experienced technical administrators. • Demonstrated experience designing and developing a variety of training deliverables, including instructor-led courses, e-learning modules, video tutorials, quick reference guides, and job aids, using instructional design methodologies such as ADDIE, SAM, or equivalent frameworks. • Strong ability to conduct training needs assessments, analyze audience characteristics and knowledge gaps, and develop targeted training solutions aligned with learner needs and program objectives. • Experience delivering engaging and effective instructor-led and virtual instructor-led training sessions on technical IT or cybersecurity topics to diverse federal government audiences. • Working knowledge of Okta and/or SailPoint platform capabilities, workflows, and user-facing features, sufficient to develop technically accurate training content and deliver credible platform-specific training sessions. • Experience developing and managing training content using e-learning authoring tools such as Articulate Storyline, Adobe Captivate, Camtasia, or equivalent platforms. • Familiarity with Learning Management Systems (LMS) and experience managing training content, learner enrollments, and completion tracking within an LMS environment. • Strong understanding of adult learning principles and their practical application to the design and delivery of technical training programs for federal government audiences. • Experience developing and tracking training metrics and KPIs, and using data to assess training effectiveness and drive continuous improvement of training programs. • Ability to manage training content lifecycles, including version control, periodic review, and update of training materials in response to platform changes and evolving program requirements. • Experience collaborating with subject matter experts (SMEs) to extract technical knowledge and translate it into clear, accurate, and accessible training content. • Familiarity with federal ICAM frameworks and identity management concepts, including SSO, MFA, identity lifecycle management, access certifications, and Zero Trust principles, at a level sufficient to develop and deliver accurate ICAM training content. • Strong organizational and project management skills, with the ability to manage multiple training development and delivery activities simultaneously in a fast-paced program environment. Desired Skills and Competencies: • Experience developing and delivering ICAM training programs in a Department of the Air Force (DAF), Department of Defense (DoD), or other federal agency environment. • Okta Certified Administrator or equivalent Okta certification, providing a strong foundation for developing and delivering technically credible Okta platform training. • SailPoint Certified Administrator or equivalent SailPoint certification, providing a strong foundation for developing and delivering technically credible SailPoint platform training. • Certified Professional in Learning and Performance (CPLP/CPTD) or equivalent instructional design or training professional certification. • Experience developing Section 508-compliant training materials and ensuring accessibility of training content for all learners. • Experience designing and managing virtual training environments and sandbox instances of enterprise IT platforms for hands-on technical training purposes. • Familiarity with DoD training standards and requirements, including experience developing training programs aligned with DoD 8570/8140 workforce development frameworks. • Experience supporting organizational change management initiatives, including the development of training and communications strategies that support user adoption of new IT platforms and services. • Knowledge of gamification techniques and their application to e-learning design for improved learner engagement and knowledge retention. • Experience with video production and editing tools for the development of professional training video content. • Familiarity with emerging training technologies, including AI-powered learning platforms, adaptive learning systems, and virtual reality (VR) training simulations, and their potential application to ICAM training programs. • CompTIA Security+ or equivalent cybersecurity certification. • Experience with SharePoint or similar collaboration platforms for the organization and distribution of training resources and communications. • Knowledge of PIV/CAC authentication and federal identity management concepts relevant to end user and administrator training in a DoD environment. • Experience developing multilingual or globally distributed training programs for large, geographically dispersed federal government audiences. Our Equal Employment Opportunity Policy The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com. Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352 Job Details Job Family Client Techncial Support and Training Job Function Technical Trainer Pay Type Salary