Care Center Representative – Overnight

Job Description: • Answer incoming emergency and non-emergency calls, following protocols to determine priorities and dispatch responses accordingly • 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 into a database in real time • Communicate with empathy, respect, and patience to members • Verify and update customer information in the system • Troubleshoot alarm systems and report issues for timely maintenance • Inquire about and recommend preventative healthcare services to members • 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 required compliance testing • Perform other duties as assigned Requirements: • 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 the 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 • High School Diploma or GED required • 0–1 year of customer service experience, preferably in a contact center or healthcare settings • Willingness to work weekends, overtime, and flexible hours as needed • Minimum internet speeds of 50Mbps download and 25Mbps upload required • Must live in one of the following states: Alabama, Arkansas, Florida, Georgia, Indiana, Idaho, Iowa, Kansas, Kentucky, Louisiana, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, or Wyoming 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!)