Personal Emergency Response Assoc.

Connect America; Robin Hill (MA); On-site; USD 32,000 - 46,000; Full time

Job summary

Connect America in Marlborough, MA is seeking a Personal Emergency Response Associate to answer incoming alarms from elderly and medically at-risk subscribers. You will triage needs with designated responders to provide timely assistance, ensuring service continuity and safety.

The role requires a professional, empathetic telephone manner, English fluency, and basic computer skills. You will support data updates, work across protocols, and contribute to a caring, compliant team environment.

Qualifications

• High School diploma or GED required.
• Call Center or Customer Service experience preferred.
• Fluency in English; clear verbal communication essential.
• Basic computer and Microsoft Windows skills.
• Professional and courteous telephone manner.
• Empathy for the elderly and medically at-risk is highly desirable.
• Background checks (CORI) required.

Responsibilities

• Respond to incoming calls/alarms and identify the required help.
• Coordinate triage with responders to deliver timely assistance.
• Maintain professional and caring customer interactions.
• Update Subscriber data accurately in the data system.
• Perform off-phone tasks as required.
• Troubleshoot maintenance Alarms and home communicator issues.
• Meet standards for after-call work, handle time, and case quality.
• Complete required training within expected timeframes.

Skills

English fluency

Excellent verbal skills

Basic computer skills

Customer service experience

Education

High School diploma or GED

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Personal Emergency Response Assoc.

Marlborough, MA, US

About the Company

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy‑to‑use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market.

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award‑winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com .

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.

About the Company

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy‑to‑use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market.

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award‑winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com .

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.

Tuesday to Saturday 5:00 PM to 9:00 PM EST 2nd shift 5x4 20 hours