Urgent Response Agent Wanted

About Best Buy Health:

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 you’re 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.

Why This Job is Important to Best Buy Health:

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, you’ll contribute to helping us fulfill that promise by receiving, assessing, and prioritizing emergency and non-emergency telephone and electronic requests for assistance. You’ll be certified by the International Academy of Emergency Dispatch (IAED) and receive training to help you quickly evaluate the needs of a caller, maintain composure and focus, during what can be at times very high stress situations. This job is important to Best Buy Health because represents a face for the Company and voice for our customers.

Your Day to Day Responsibilities :

Perform initial psychological and social 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

Process ancillary services calls when needed

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 for the purpose of assuring the general needs and safety of customers

Maintain licensing and/or certifications required by the organization

Adhere to all Company and IAED procedures, protocols, processes, as well as, Federal and State regulations as they pertain to the assigned program – such as information security & privacy (i.e., CPNI, HIPAA, and FDA’s 501K Clearance issues)

Meet or exceed the established productivity and quality goals for each period

Additionally, you will meet other accountabilities and complete special projects set forth by Senior Caring Center Leadership, when assigned

What You’ll Need to Succeed (Education and Qualifications):

Associates Degree in Health and Human Services or equivalent work experience/coursework in related field, required

Current certification or successful completion of the Priority Dispatch EMD and EPD certifications upon hire

Experience working in hospitals, senior living industry, elderly services, or comparable experience, preferred

Time working in a customer service-oriented contact center environment, desired

Who You Are:

You are a compassionate, 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 and can clearly articulate yourself verbally as well as in your written communication. You love to solve problems and 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.

We ask you to take care of our customers. So, we make sure to take care of you.

Medical, Dental & Vision Insurance Options

401k with company match

SmartDollar: a comprehensive financial planning course

Paid Time Off (Holiday, Vacation, Sick) + “Meaningful Day” Off

Daily Fitness & Yoga Classes, on the clock and on-site

Casual attire & culture

Best Buy Employee Discount

Free snacks & coffee

Speaker series program

Company social events

What are you waiting for? Apply Now: https://phe.tbe.taleo.net/phe02/ats/careers/v2/viewRequisition?org=GREATCALL&cws=39&rid=3317&source=craigslist