Evening Remote Care Triage Associate

Personal Emergency Response Assoc.

- Part Time Evening

Remote-Florida

8 days ago Requisition

Salary Range: $16.00 To $18.00 Hourly

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.

Job Purpose

To answer incoming telephone calls and alarms from elderly and medically at-risk individuals, referred to as Subscribers, and triage their needs with designated responders, including non-emergency and emergency responders, to obtain the appropriate level of assistance in a timely manner.

Responsibilities

• Respond to incoming calls and alarms by identifying the type of help required and coordinating 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 updates are accurately entered into the appropriate data management system, Mastermind.
• Perform off-phone tasks as required, including call back queue work, in accordance with established protocols.
• Troubleshoot maintenance alarms and home communicator issues to help ensure the Subscriber’s service remains 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 time frames.
• Demonstrate behaviors that contribute to a productive, supportive, and caring work environment.

Education, Experience, and Qualifications

• High school diploma or equivalent required; GED evidence required.
• Call center or customer service experience with a professional and courteous telephone manner.
• Fluency in English with excellent verbal communication skills.
• Proficient computer and Microsoft Windows skills, including the ability to navigate multiple systems, use standard office applications, enter information accurately, and troubleshoot routine technology issues with minimal assistance.
• Deep compassion and empathy for elderly and medically at-risk individuals is highly desirable.
• Ability to handle routine and repetitive tasks at a varying pace.
• Ability to maintain composure in stressful situations.
• Satisfactory completion of all required pre-employment screenings, including background check, drug test, CORI check, and fingerprinting.
• For remote positions: a professional work environment that includes a quiet, distraction-free workspace, a private area for confidentiality and security when handling sensitive information, and reliable internet access to support seamless communication and work activities. The company will provide the necessary equipment. Employees must provide and maintain a reliable high-speed internet connection and report any equipment issues. Remote employees must perform all work from within the United States 100% of the time.
  
  Any long-term relocation between states must be reviewed and approved by the company in advance.

This posting represents multiple Part-Time evening Shift openings.

Available schedules may vary. Candidates will work with the hiring manager during the interview process to review available schedules across the week and determine the best fit based on operational needs and availability.