Care Center Representative - Remote MT, ID, WY, NV, UT, NM, ND, SD
$31,200–$31,200 year
RemoteTexas, United States or Tennessee, United States
Job Summary
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 while monitoring a high volume of medical alerts and alarms. Record call details, dispatches, and messages into a database in real-time while maintaining focus and accuracy. Verify and update customer information in the system to ensure records are accurate. Troubleshoot alarm systems and report issues to ensure timely maintenance. Proactively 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 efficiently. Successfully complete new hire training and pass all required compliance testing. Perform other duties as assigned.
Required Qualifications
- High School Diploma or GED
- 0–1 year of customer service experience
- Willingness to work weekends, overtime, and flexible hours as needed
- Minimum internet speeds of 50Mbps download and 25Mbps upload
- Exceptional customer service and interpersonal skills
- Strong oral and written communication abilities
- Ability to remain calm and empathetic in high-pressure situations
- A self-motivated attitude with the ability to work independently and collaboratively
- Proficient typing skills (35 WPM)
- Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
- Ability to toggle between multiple screens and systems efficiently
- Must live in 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, Wyoming
- Must be able to lift up to 10 lbs
- Must be able to work extended periods of sitting
- Must be able to use a headset and computer frequently
- Must be able to stand and walk occasionally
- Must be able to perform data entry
- Must be able to answer incoming emergency and non-emergency calls
- Must be able to follow protocols to determine priorities and dispatch responses
- Must be able to provide compassionate customer support using scripted and non-scripted responses
- Must be able to monitor a high volume of medical alerts and alarms
- Must be able to record call details, dispatches, and messages into a database in real-time
- Must be able to communicate with empathy, respect, and patience
- Must be able to verify and update customer information in the system
- Must be able to troubleshoot alarm systems and report issues
- Must be able to proactively inquire about and recommend preventative healthcare services
- Must be able to manage access to highly sensitive materials and maintain strict confidentiality
- Must be able to talk and type simultaneously while navigating multiple screens and systems
- Must successfully complete new hire training
- Must pass all required compliance testing
Desired Qualifications
- Familiarity with customer service software and CRM systems (preferred)
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