Urgent Response Advisor
Greatcall

Job Info

*POSITION:* Urgent Response Advisor I
*DEPARTMENT:* 311 - 5Star
*REPORTING SUPERVISOR:* Urgent Response Supervisor
*DIRECT REPORTS:* No
*FLSA:* Non-Exempt
*EMPLOYMENT STATUS:* Direct Hire
*TRAVEL REQUIREMENTS: * N/A
*SCHEDULE:* Must be willing to work various shifts including days, evenings, holidays, and weekends
*ABOUT THE TEAM*
By 2030, fifty-four million baby boomers will be 65 years or older and 90% of seniors want to age in their own homes. We have over one million customers relying on our products and services that provide peace of mind, encourage independence, and even save lives. Whether youare building our products, assisting our teams, developing our apps, or helping our valued customers, you will have the opportunity to do meaningful work at Best Buy Health. Everything we do is to make life safer, happier and easier for seniors. If you love helping people, this is the place for you.
*ABOUT THE JOB*
Our customers rely on Best Buy Health for peace of mind but more importantly as a resource to help them maintain their independence. This job, the Urgent Response Advisor I, is the backbone of the Urgent Response service and the promise of supporting independence. As a team member, youall contribute to helping us fulfill that promise by receiving, assessing, and prioritizing emergency and non-emergency telephone and electronic requests for assistance. You will receive training to help you quickly evaluate the needs of a caller while maintaining composure and focus, during what can be at times very high stress situations. This job is important to Best Buy Health because it represents a face for the Company and voice for our customers.
*RESPONSIBILITIES *

* Perform initial assessments on a high volume of emergent and non-emergent contacts for assistance, which may include calls related to medical, social, and/or wellness
* Respond to user and/or system generated alerts pertaining to individual devices or Residential Living Facility devices, accurately and with an appropriate degree of urgency
* Advocate for members, triage calls, and report crisis situations to the appropriate agencies such as Adult Protective Services and Public Safety Answering Points
* Maintain a customer focus by listening actively and maintaining composure
* Create accurate logs of all communications
* Maintain licensing and/or certifications required by the organization
* Adhere to all Company protocols, processes, as well as, Federal and State regulations as they pertain to the assigned program - such as information security & privacy (i.e., PHI, CPNI, and HIPAA)
* Meet or exceed the established productivity and quality goals
* Monitor status of calls to ensure requests for service are expediently dispatched and processed within framework of policies and procedures
* Other duties as assigned
*QUALIFICATIONS*
*Education:* High school diploma or GED required
*Certification(s):* N/A
*Experience: *

* Minimum 2 years of customer service call center experience OR 1 year of dispatch experience, required
* Computer skills including typing and navigating multiple systems, required
* Experience working in hospitals, senior living industry, elderly services, or comparable experience, preferred
*Knowledge/Skills/Abilities: *

* Computer skills including typing and prior experience using Microsoft Office Suite
* Knowledge of CPNI, HIPAA, PHI
*Personal Attributes required for this position: *

* You are a compassionate
* You are an action oriented (yet patient) individual contributor
* You maintain composure, in what can be described as a stressful environment, at times
* You are a great listener
* You can clearly articulate yourself verbally as well as in your written communication
* You love to solve problems
* You have the ability to set priorities and stay focused in a changing environment
* You enjoy phone conversations, are comfortable asking probing questions and have an affinity for analyzing discussions