Personal Emergency Response Assoc.
Core
First point of contact for elderly and medically at-risk individuals, responding to emergency and service alarms to assess situations and coordinate responses.
Role type
Personal Emergency Response Associate (Call Center)
Builds
Emergency response coordination and subscriber support services
Domain
Healthcare support / Senior living services
Deliverable
client delivery
Required skills
emergency triage, data management, customer service, telephone communication, protocol adherence, troubleshooting, record updates, callback management
Responsibilities
Answer incoming emergency and service alarms, identify assistance required, and coordinate timely responses with designated responders; Provide professional, compassionate, and courteous customer service throughout every subscriber interaction; Triage calls according to established protocols and procedures while maintaining appropriate urgency and accuracy; Process subscriber-requested information changes and accurately update records in the Mastermind data management system; Complete off-phone responsibilities, including assigned callback queues, in accordance with established procedures; Troubleshoot maintenance alarms and home communicator issues when applicable to help ensure subscriber services remain functional and uninterrupted; Meet departmental standards for after-call work, average handle time, and case quality.