Care Center Representative, 2nd Shift
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Job Description
Care Center Representative answering emergency calls and monitoring medical alerts for VRI’s members. Providing compassionate support, dispatch coordination, and accurate real-time documentation.
Responsibilities:
- 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 ensure a positive member experience
- 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:
- High School Diploma or GED required
- 0–1 year of customer service experience, preferably in a contact center or healthcare settings
- 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
- Willingness to work weekends, overtime, and flexible hours as needed
- Minimum internet speeds of 50Mbps download and 25Mbps upload required
- Ability to successfully complete new hire training and pass all required compliance testing
- Must live in one of the listed eligible states
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!)
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