Personal Emergency Response Specialist

Action Ambulance Service Inc.; Wilmington (NC); Hybrid; USD 42,000 - 66,000; Full time

Job summary

Action Ambulance Service Inc. seeks a Personal Emergency Response Specialist to manage and support PERS services, ensuring timely assistance during emergencies and routine wellness checks.

You will work with subscribers, caregivers, EMS, hospitals, and dispatch centers to maintain a responsive emergency communication system.

Qualifications

• Strong customer service and interpersonal communication skills.
• Ability to remain calm and make sound decisions during emergencies.
• Excellent organizational and documentation skills.
• Working knowledge of emergency communications and dispatch procedures.
• Familiarity with EMS systems and healthcare terminology.
• Basic understanding of cellular, GPS, Bluetooth, Wi-Fi, and telecommunications technologies.
• Ability to troubleshoot electronic devices.
• Strong computer skills, including electronic documentation systems and Microsoft Office.
• Ability to manage multiple tasks simultaneously in a fast-paced environment.

Responsibilities

• Enroll new subscribers and conduct comprehensive needs assessments.
• Configure, test, and activate PERS devices (home base units, GPS devices, pendants, fall detection, wearables).
• Educate subscribers and caregivers on device operation and emergency procedures.
• Monitor alerts and respond to activations (emergency and non-emergency).
• Coordinate emergency responses with EMS, fire, law enforcement, PSAP, and families.
• Perform wellness checks and follow-ups after emergencies.
• Troubleshoot equipment and coordinate repairs or replacements.
• Maintain subscriber records; document interactions in line with policies.
• Monitor service quality and pursue improvements in response times and satisfaction.
• Contribute to quality assurance, compliance, and performance initiatives.
• Ensure HIPAA compliance and privacy regulations.
• Assist with inventory and deployment of PERS equipment.
• Support marketing and community outreach to educate providers and organizations.

Skills

Customer service

Interpersonal communication

Emergency response

Documentation

Dispatch procedures

Healthcare terminology

Technology troubleshooting

Microsoft Office

Multitasking

HIPAA compliance

Education

Associate's or Bachelor's degree in Healthcare Administration, Emergency Management, IT, Communications, or related field

Tools

Microsoft Office

Electronic documentation systems

Job description

Personal Emergency Response Specialist

The Personal Emergency Response (PERS) Specialist is responsible for managing and supporting personal emergency response services that help individuals remain safe and independent in their homes and communities. This role combines customer service, healthcare coordination, technical support, and emergency response oversight to ensure subscribers receive timely assistance during emergencies and routine wellness events. The PERS Specialist works closely with subscribers, caregivers, emergency dispatch centers, EMS agencies, hospitals, home healthcare providers, and technical support personnel to maintain a reliable and responsive emergency communication system.

Essential Duties and Responsibilities

• Enroll new subscribers and conduct comprehensive needs assessments.
• Configure, test, and activate PERS devices, including:
  • In-home base units
  • Mobile GPS devices
  • Cellular emergency pendants
  • Fall detection devices
  • Smart wearable technology
• Educate subscribers and caregivers on proper device operation and emergency procedures.
• Monitor system alerts and respond appropriately to emergency and non-emergency activations.
• Coordinate emergency responses with:
  • EMS agencies
  • Fire departments
  • Law enforcement
  • Emergency communications centers (911/PSAP)
  • Family members and designated contacts
• Perform wellness checks and follow-up communications after emergency events.
• Troubleshoot equipment issues and coordinate repairs or replacements.
• Maintain accurate subscriber records and emergency contact information.
• Document all interactions, activations, and follow-up activities in accordance with organizational policies.
• Monitor service quality and identify opportunities for improving response times and customer satisfaction.
• Participate in quality assurance, compliance, and performance improvement initiatives.
• Ensure compliance with HIPAA and all applicable privacy regulations.
• Assist with inventory management and deployment of PERS equipment.
• Support marketing and community outreach efforts by educating healthcare providers, senior centers, assisted living communities, and community organizations regarding PERS services.

Knowledge and Skills

• Strong customer service and interpersonal communication skills.
• Ability to remain calm and make sound decisions during emergencies.
• Excellent organizational and documentation skills.
• Working knowledge of emergency communications and dispatch procedures.
• Familiarity with EMS systems and healthcare terminology.
• Basic understanding of cellular, GPS, Bluetooth, Wi-Fi, and telecommunications technologies.
• Ability to troubleshoot electronic devices.
• Strong computer skills, including electronic documentation systems and Microsoft Office.
• Ability to manage multiple tasks simultaneously in a fast-paced environment.

Preferred Qualifications

• Associate's or Bachelor's degree in Healthcare Administration, Emergency Management, Information Technology, Communications, or a related field, or equivalent experience.
• Experience in one or more of the following:
  • Personal Emergency Response Systems (PERS)
  • Medical alarm monitoring
  • EMS or public safety communications
  • Healthcare operations
  • Customer support or technical support
• CPR certification preferred.
• Emergency Medical Technician (EMT), dispatcher, or telecommunicator experience is desirable but not required.

Core Competencies

• Customer-focused service
• Compassion and empathy
• Critical thinking and decision-making
• Problem solving
• Technical aptitude
• Reliability and accountability
• Team collaboration
• Confidentiality and professionalism

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to lift and transport PERS equipment up to approximately 25 pounds.
• Ability to travel locally for equipment installation, training, or customer support, if required.
• Ability to respond to urgent situations during assigned shifts.
• Office or monitoring center environment.
• Hybrid or field work may be required depending on organizational needs.
• May include evenings, weekends, holidays, and on-call responsibilities to support continuous emergency response operations.

Performance Expectations

Success in this position is measured by:

• Rapid and accurate response to emergency activations.
• High subscriber satisfaction.
• Accurate documentation and recordkeeping.
• Compliance with organizational policies and regulatory requirements.
• Strong collaboration with EMS agencies, healthcare providers, caregivers, and public safety partners.
• Continuous improvement of service quality and emergency response processes.

This position is ideal for individuals who enjoy combining technology, healthcare, emergency response, and customer service to help vulnerable individuals live safely and independently while ensuring immediate access to assistance when it is needed most.