Job Description:
• Answer incoming emergency and non-emergency calls, following protocols to determine priorities and dispatch responses
• Provide compassionate customer support using scripted and non-scripted responses
• Monitor a high volume of medical alerts and alarms
• Record call details, dispatches, and messages in a database in real time
• Communicate with empathy, respect, and patience
• Verify and update customer information in the system
• Troubleshoot alarm systems and report issues for timely maintenance
• Inquire about and recommend preventative healthcare services
• Manage access to highly sensitive materials and maintain strict confidentiality
• Talk and type simultaneously while navigating multiple screens and systems
• Complete new hire training and pass required compliance testing
• Perform other duties as assigned
Requirements:
• High School Diploma or GED required
• 0–1 year of customer service experience, preferably in a contact center or healthcare settings
• Exceptional customer service and interpersonal skills
• Strong oral and written communication abilities
• Ability to remain calm and empathetic in high-pressure situations
• Self-motivated attitude with ability to work independently and collaboratively
• Proficient typing skills (35 WPM)
• Familiarity with customer service software and CRM systems (preferred)
• Ability to toggle between multiple screens and systems efficiently
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
• Willingness to work weekends, overtime, and flexible hours as needed
• Minimum internet speeds of 50Mbps download and 25Mbps upload required
• Ability to sit and work at a computer with headset for periods of time
• Ability to lift up to 10 pounds and reach/bend to retrieve items
• Ability to speak, hear, and see for the assigned work day
• Repetitive keystroke/data entry for the assigned work day
• Ability to answer a high volume of calls up to 100+ calls per day
• Must live in one of the specified eligible states
Benefits:
• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post-Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)