Care Center Representative - Remote - OVERNIGHT ONLY

📋 Description

• • Answer incoming emergency and non-emergency calls, following established protocols to determine priorities and dispatch appropriate responses.
• • Provide compassionate customer support using both scripted and non-scripted responses to individuals and families during critical moments.
• • Monitor a high volume of medical alerts and alarms, offering empathetic and timely assistance in potentially stressful situations.
• • Accurately record call details, dispatches, and messages into a real-time database while maintaining focus and attention to detail.
• • Communicate with empathy, respect, and patience to ensure a positive and supportive experience for all members.
• • Verify and update customer information in the system to ensure data accuracy and compliance with record-keeping standards.
• • Troubleshoot alarm systems and report technical issues to ensure timely maintenance and system functionality.
• • Proactively inquire about members’ needs and recommend preventative healthcare services where appropriate.
• • Manage access to highly sensitive personal and medical information while maintaining strict confidentiality and data security.
• • Simultaneously talk and type while navigating multiple screens and systems to handle calls and documentation efficiently.
• • Successfully complete new hire training and pass all required compliance and regulatory testing.
• • Perform additional duties as assigned to support the operational needs of the Care Center.
• • Maintain proficiency in Microsoft Word, Excel, Outlook, and PowerPoint for daily task execution and documentation.
• • Work 3rd shift only, including one required weekend day per schedule, with flexibility for overtime and irregular hours as needed.
• • Operate from a remote location with minimum internet speeds of 25Mbps download and 5Mbps upload to ensure uninterrupted service.
• • Adhere to all state-specific eligibility requirements, residing in one of the approved 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.