Health Services Response Advisor - Reno, Nevada

Best Buy Health; Reno (NV); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Competitive pay

Employee discount

Retirement resources

Well-being support

Job summary

Best Buy Health is seeking a Health Services Response Advisor to support Consumer and Commercial PERS customers by receiving and prioritizing emergency and non-emergency requests. This onsite role includes training at a Reno location and joining the Health Services Response team with compassion and accuracy.

You will handle medical, social, and wellness situations, coordinate Lyft transportation, log communications, and escalate to clinical staff as needed, with weekend and overnight shifts

Qualifications

• Minimum 2 years of customer service and/or call center experience.
• CSA certification coursework required (paid on the job training facilitated upon hire)

Responsibilities

• Assess needs of individuals in medical, social, or wellness contexts.
• Respond to alerts and device-related requests with appropriate urgency.
• Advocate for members, triage calls, and report crises to authorities as needed.
• Coordinate Lyft rides and transportation for customers.
• Log all communications accurately to ensure safety and needs are met.
• Monitor incidents in real time and escalate to clinical staff when required.

Skills

Customer service

Call center

Compassion under pressure

Job description

As a Health Services Response Advisor, your primary responsibility will be to support both Consumer and Commercial PERS customers by receiving, evaluating and prioritizing emergency and non-emergency telephone and electronic requests for assistance. These requests will include Operator Service assistance, supporting customers with manual phonebook updates, Lyft ride setup, and Directory assistance. As a Health Services Response Advisor, you will be expected to adhere to prescribed protocols, and process information with a high level of compassion and accuracy. You are an excellent fit for this role if you are seeking meaningful work are skilled at maintaining compassion and composure, even in high stress situations.

This role is onsite, which means you would be required to train and work at a designated Best Buy Health location. After training you will join the same work model as the broader HSR department. The recruiter or hiring manager will provide more details during the hiring process. For this role, you must be located within a drivable distance to our office in Reno, Nevada.

Health Services Response is a 24/7 department, we are looking for candidates able to work all shifts including overnights and weekends (additional shift differential pay for hours worked overnight and on weekends)

What You’ll Do

• Assess the needs of individuals reaching out for support - whether for medical, social, or wellness reasons - across both urgent and routine situations
• Respond to user and/or system generated alerts pertaining to individual devices or Residential Living Facility devices, accurately and with an appropriate degree of urgency
• Advocate for members, triage calls, and report crisis situations to the appropriate agencies such as Adult Protective Services and Public Safety Answering Points
• Support transportation needs via dispatch of Lyft rides for customers
• Create accurate logs of all communications for the purpose of assuring the general needs and safety of customers
• Monitor member incidents in real-time, responding to alerts and reports of non-compliance, collaborating with and escalating to clinical stakeholders as needed

Basic Qualifications

• Minimum 2 years of customer service and/or call center experience required
• Prior certification and/or successful completion of the CSA certification coursework upon hire required (paid on the job training facilitated upon hire)

Preferred Qualifications

• 2 years of call center preferred
• 2 years of experience working in healthcare and/or technology field preferred

What’s In It For You

We’re committed to helping our people thrive at work and at home. Best Buy offers a range of benefits to support your overall well-being and provide support as you need it, especially at key moments in your life.

Our Benefits Include

• Competitive pay
• Great employee discount
• Financial savings and retirement resources
• Support for your physical and mental well-being

Best Buy provides different types of leaves of absence (LOA) and potential pay sources to employees based on eligibility. The length of your LOA depends on your situation, where you live, your full-time or part-time employment status, and federal and state regulations. Intermittent or reduced-schedule leave is also available for certain medical or family care leaves. Paid time off (vacation or PTO) is offered to full-time and part-time employees based on work location, employment status, salary or hourly status (exempt/non-exempt), and years of continued or bridged service.

Certain roles, where market norms demand it, are eligible for various forms of incentive pay to drive performance and offer recognition for achieving financial and strategic results. For more information about our incentive pay plans, including eligibility, please refer to our Incentive Programs Summary.

For more information about benefits, LOA and paid time off, please refer to our Benefits Guide.

About Us

As part of the Best Buy team, you’ll help us fulfill our purpose to enrich lives through technology. We bring that to life every day by humanizing and personalizing tech solutions for every stage of life - in our stores, online and in customers' homes.

Our culture is built on deeply supporting and valuing our amazing employees who make it all possible. We’re committed to being a great place to work, where you can unlock unique career possibilities. Above all, we aim to provide a place where you can bring your full, authentic self to work now and into the future. Tomorrow works here.

Best Buy is an equal opportunity employer.

Application deadline:

Minimum of 5 days from the posting date. You can find that date above the job title at the top of the page.

Position Type: Full time

Location: Reno, NV - 89521