Personal Emergency Response Assoc.

Health Connect America, Inc.; Georgia; On-site; USD 32,000 - 38,000; Full time

Job summary

Health Connect America, Inc. is seeking a compassionate Call Center Associate to answer incoming alarm calls from elderly and medically at-risk Subscribers. You will triage needs and coordinate with responders to ensure timely assistance, maintaining professional, caring customer service.

Responsibilities include updating Subscriber data, following protocols, and meeting performance metrics. A quiet home workspace is required for remote shifts if applicable, with reliable internet access.

Qualifications

• High School diploma or equivalent (GED) required.
• Call Center or Customer Service experience preferred.
• Fluency in English with excellent verbal communication.
• Basic computer and Microsoft Windows skills.
• Professional and courteous telephone manner.
• Deep compassion and empathy for the elderly and medically at-risk is highly desirable.
• Able to handle routine and repetitive tasks at varying pace.
• Able to maintain composure in stressful situations.
• Satisfactory background check and CORI check.
• Remote positions require a quiet, distraction-free workspace and reliable internet.

Responsibilities

• Respond to incoming calls/Alarms by identifying the type of help required and triaging timely and appropriate assistance.
• Provide professional and caring customer interactions maximizing service quality.
• Update Subscriber data in the data management system accurately.
• Perform off-phone tasks as required according to protocols.
• Troubleshoot maintenance Alarms and home communicator issues to keep services functional.
• Meet standards for after-call work, handle time, and case quality.
• Adhere to company and departmental policies and practices.
• Complete required training within set timeframes.
• Demonstrate supportive and productive teamwork.

Skills

Fluency in English

Excellent verbal skills

Basic Computer Skills

Professional telephone manner

Empathy for elderly/at-risk

Education

High School Diploma or GED

Job description

Job Purpose

To answer incoming telephone calls (Alarms) from elderly and medically-at-risk individuals (Subscribers) and triage their needs with designated responders (non-emergency and emergency) in order to obtain the appropriate level of required assistance in a timely manner.

Responsibilities

• Respond to incoming calls/Alarms by identifying the type of help required and coordinating (triaging) timely and appropriate assistance according to established protocols and procedures.
• Ensure that all customer interactions are conducted in a professional and caring manner resulting in a high level of customer service.
• Obtain requested revisions to Subscriber data and ensure that the necessary updates are accurately entered into the appropriate data management system Mastermind
• Perform off-phone tasks as required (call back queue ) in accordance with established protocols.
• Troubleshoot maintenance Alarms when applicable and home communicator issues to ensure that the Subscriber’s service is functional and uninterrupted.
• Meet departmental standards for after-call work, average handle time, and case quality.
• Adhere to all company and departmental policies and practices.
• Ensure that all required training is completed within expected timeframes.
• Demonstrate behaviors that contribute to a productive supportive and caring work environment.

Education/Experience Qualifications

• High School diploma or equivalent required - GED
• Call Center or Customer Service experience
• Fluency in English; Excellent verbal skills
• Basic Computer and Microsoft Windows skills
• Professional and courteous telephone manner
• Deep compassion and empathy for the elderly and medically at-risk, highly desirable
• Able to handle routine and repetitive tasks at varying pace
• Able to maintain composure in stressful situations
• Satisfactory background check and CORI check
• For remote positions, we require a professional work environment that includes having a quiet, distraction-free workspace, a private area to ensure confidentiality and security when handling sensitive information, and reliable internet access to support seamless communication and work activities.

Friday to Monday 6:30 am to 5:00 PM EST 4x10